DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of those respondents expected to invest in it by the end of 2024, for a total of 65.1%. DMGs December 2024 survey results determined that 78.0% DMGs December 2024 survey results determined that 78.0%

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

ShepHyken

AUGUST 11, 2024

Maybe the next time you go to the DMV or have a question about your social security account, you’ll get a better experience. Only 18% said, “Yes.” This article takes a look at the Citizen Experience (another CX). Yet most self-service experiences are unsuccessful, leaving customers frustrated while increasing organizational costs.

Customer Service 216

Customer Service Self service Airlines Government 216

VirtualPBX

OCTOBER 24, 2024

One of the newest products in the VirtualPBX family of communications, AirDial , has been recognized by TMC Labs with an Innovation Award for 2024. The City of New York Fire Department (FDNY) The Fire Department of the City of New York (FDNY), record ID # 2024-TMFRAL-001851-VRNC, for connecting fire alarm panels.

Wireless 52

Wireless Transportation industry standards Enterprise 52

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business.

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. Across a large CSM team and a new Account Management team, that adds up.”

Upselling 112

Upselling SaaS Accountability Enterprise 112

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. Let Totango support your business growth in 2024 We’re excited about the future of customer success and the role we can play in business growth for 2024.

Enterprise 119

Enterprise Best practices Analytics Metrics 119

AWS Machine Learning

NOVEMBER 19, 2024

Learn how they created specialized agents for different tasks like account management, repos, pipeline management, and more to help their developers go faster. Explore the significant productivity gains and efficiency improvements achieved across the organization.

APIs 88

APIs Enterprise Best practices Government 88

AWS Machine Learning

DECEMBER 12, 2024

On November 21, 2024, Amazon Q Business launched support for tabular search, which you can use to extract answers from tables embedded in documents ingested in Amazon Q Business. Amazon Q Business applications created on or after November 21, 2024, will automatically benefit from the new capability.

Enterprise 87

Enterprise Chatbots Accountability Marketing 87

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

AWS Machine Learning

DECEMBER 11, 2024

Introducing Field Advisor In April 2024, we launched our AI sales assistant, which we call Field Advisor, making it available to AWS employees in the Sales, Marketing, and Global Services organization, powered by Amazon Q Business.

Sales 92

Sales Accountability APIs CRM 92

AWS Machine Learning

MARCH 18, 2025

Prerequisites To create this solution, complete the following prerequisites: Sign up for an AWS account if you dont already have one. To evaluate the models accuracy and track the mechanism, we store every user input and output in Amazon Simple Storage Service (Amazon S3). Sonnet on Amazon Bedrock.

Enterprise 92

Enterprise Chatbots Engineering Metrics 92

Lumoa

OCTOBER 1, 2024

content Lumoa Product News for August 2024 Hey everyone! NPS points, and this Insight accounts for 6% of all feedback we got this month! The post Product News – August 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! Let’s get started! Actionable Insights have been overhauled!

Feedback 78

Feedback Analytics Accountability Management 78

AWS Machine Learning

NOVEMBER 15, 2024

The analyst may ask questions such as “Show me all wells that produced oil on June 1st 2024,” “What well produced the most oil in June 2024?”, or “Plot the monthly oil production for well XZY for 2024.” Going back to the oil and gas data analysis use case, take the question “Show me all wells that produced oil on June 1st 2024.”

APIs 113

APIs Engineering Chatbots Construction 113

Fonolo

DECEMBER 8, 2023

Our 2024 trends document covers it all. Here’s a snapshot of what you’ll find: 2024 Contact Center Trends Chatbots get a glow-up By now, most of us have had a run-in with the first generation of chatbots. In 2024, we think they will get a major glow-up as companies embrace a much more intelligent version of chatbots.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

AWS Machine Learning

MARCH 11, 2025

OpenAI launched GPT-4o in May 2024, and Amazon introduced Amazon Nova models at AWS re:Invent in December 2024. The open source version works on a customers AWS account so you can experiment on your AWS account with your proprietary data.

Benchmark 94

Benchmark APIs Enterprise Scripts 94

ChurnZero

JULY 9, 2024

In both cases, we’re addressing the findings of the 2024 CSM Confidential Report , which reveals that while CSMs are generally happy, motivated, and dedicated in their roles, the majority are struggling with heavy workloads and goals that don’t feel realistic. The discipline required for remote work might not be helping either.

Coaching 98

Coaching Upselling Management Accountability 98

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. If you’d like to see more data around the top priorities and challenges for CS and Sales leaders this year, check out our report.

Sales 103

Sales Upselling Metrics Accountability 103

delighted

OCTOBER 3, 2024

Platforms like Instagram and TikTok allow users to quickly and easily purchase their favorite products directly from a brand’s account. According to LinkedIn, voice shopping accounts for over $3.3 billion between 2024 and 2029. The post Top 10 ecommerce trends shaping online retail in 2024 appeared first on Delighted.

Chatbots 93

Chatbots Advertising Surveys Personalization 93

Totango

MAY 15, 2024

Today’s competitive environment shows us that all go-to-market (GTM) teams and leaders are being held accountable for revenue generation—regardless of industry or stage of maturity.

Sales 110

Sales Enterprise B2B Marketing 110

CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Kapta Customer Success

APRIL 22, 2024

Learn why doing more with less is a losing proposition and how your account management team can help your organization win big in economically challenging times.

Accountability 59

Accountability Management CRM 59

CCNG

AUGUST 28, 2024

Self-Service Portals: Online portals allow customers to access information, manage accounts, track orders, and even reset passwords independently, reducing call volume and improving convenience. Ensuring transparency, fairness, and accountability in AI algorithms has now become essential for building and maintaining customer trust.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

AWS Machine Learning

NOVEMBER 21, 2024

Add team members using their email addresses—they will receive instructions to set up their accounts. On the SageMaker console, choose Labeling workforces. Choose Private for the workforce type and create a new private team. The assets (JavaScript and CSS files) are available in our GitHub repository.

APIs 86

APIs Feedback Telecommunications Management 86

ChurnZero

OCTOBER 10, 2024

Two-thirds of CS leaders say they’re delaying purchases by three months or longer in 2024. Next week, Kristen will show CS leaders how to build a better business case for bigger budgets at ZERO-IN 2024. So how can we shift these trends in a positive direction? Here are my top recommended fixes for a CS team in flux.

Finance 52

Finance Metrics Sales Accountability 52

AWS Machine Learning

JULY 25, 2024

eks-5e0fdde Install the required AWS Identity and Access Management (IAM) role for the service account and the node problem detector plugin. /install.sh compute.internal Ready 31d v1.29.0-eks-5e0fdde eks-5e0fdde ip-100-64-227-31.us-east-2.compute.internal compute.internal Ready 31d v1.29.0-eks-5e0fdde eks-5e0fdde ip-100-64-70-179.us-east-2.compute.internal

Construction 108

Construction Metrics Scripts Engineering 108

Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. There’s much common ground—especially around use cases in the contact center.

Contact Center 62

Contact Center Surveys Self service Analytics 62

VirtualPBX

JANUARY 23, 2024

For instance, in January 2023 Mailchimp were targeted through social engineering, with the perpetrator accessing details on over 100 accounts. That’s how you beat the cyber criminals The post Cybersecurity in 2024: 7 Ways to Train Your Call Center Agents appeared first on VirtualPBX. Have regular updates, and perform drills.

Call Center 98

Call Center Engineering Education Best practices 98

AWS Machine Learning

OCTOBER 1, 2024

Amazon Monitron , the Amazon Web Services (AWS) machine learning (ML) service for industrial equipment condition monitoring, will no longer be available to new customers effective October 31, 2024. In order to maintain access to the service after October 31, 2024, customers should create a project and commission at least one sensor.

Engineering 95

Engineering Consulting Consulting Accountability 95

AWS Machine Learning

FEBRUARY 11, 2025

Configure IAM Identity Center You can only have one IAM Identity Center instance per account. If your account already has an Identity Center instance, skip this step and proceed to configuring the Amazon Q Business application. Prerequisites In the following sections, we walk through implementing the end-to-end solution.

Enterprise 86

Enterprise Engineering APIs Best practices 86

24-7 InTouch

APRIL 8, 2025

In 2024, AI models became smarter and more efficient; in 2025, the focus shifts from intelligence to action. The challenge for businesses in 2025 will be striking the right balance between automation and human intervention, ensuring that AI-driven processes remain accountable and aligned with organizational goals.

52

52

ChurnZero

OCTOBER 8, 2024

Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more than 1,000 CS leaders surveyed this year. Download the 2024 Customer Success Leadership Study and find out.

SaaS 59

SaaS Surveys Metrics Sales 59

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). This would establish shared accountability for net revenue retention (NRR) and ensure that all functions are incentivized to focus on long-term customer success.

Sales 114

Sales Outbound sales Revenue potential Accountability 114

delighted

APRIL 26, 2024

Fun fact: Your team can access the templates without a Delighted account! The post Delighted Q1 2024 Product Recap appeared first on Delighted. Explore our library of 50+ customer and employee templates or, better yet, share and collaborate on them with your team. Take a peek at our roadmap !

Surveys 59

Surveys Best practices CRM Feedback 59

ChurnZero

APRIL 12, 2024

Catch up on what’s new from Q1 2024, and see how it makes a difference, in our quarterly roundup of ChurnZero product release notes. All of your account integrations are now in one central location. The Hub shows all active account integrations in a clean gridded layout.

Accountability 52

Accountability Management 52

delighted

AUGUST 6, 2024

Additional Questions on dashboard : Additional Questions will now show on the dashboard on accounts where the comment prompt is skipped. Stay tuned for what’s next at Delighted Q2 2024 was one of our biggest quarters ever: new distribution methods, improved user experience, powerful updates to reporting – the list goes on.

Surveys 52

Surveys Feedback Accountability Marketing 52

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Visibility into real-time metrics encouraged accountability and motivated employees to improve. Research shows that customers are 2.4 Another success story involved creating a customer service dashboard accessible across the company, from agents to the C-suite.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

24-7 InTouch

JULY 12, 2024

As we look forward to TrustCon 2024 in San Francisco, CA, we are excited to dive into pivotal discussions shaping the future of customer experience (CX). Setting Standards: Establishing unified industry standards guides AI governance, promoting transparency, accountability, and ethical deployment across sectors.

industry standards 52

industry standards Government Engineering Technology 52