ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 178

Customer Service Contact Center Customer centricity Banking 178

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. Louis Magazine (St.

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164

AWS Machine Learning

NOVEMBER 19, 2024

In this session, learn best practices for effectively adopting generative AI in your organization. This session covers best practices for a responsible evaluation. Learn best practices and insider tips to optimize your data science workflow and accelerate your ML journey using the SageMaker Python SDK.

APIs 96

APIs Enterprise Best practices Government 96

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council (Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike.

Customer Service 153

Customer Service Best practices Metrics Banking 153

ShepHyken

JULY 7, 2024

Customer Sentiment: A Definition, Ways to Measure, & Best Practices by Rebekah Carter (CX Today) Every company today knows that delivering exceptional customer experiences is the key to sustainable growth. Unfortunately, delighting customers on multiple channels isn’t easy.

Customer Service 206

Customer Service Best practices Marketing Customer Experience 206

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. We’re proud to have dedicated 13 years to cultivating best practices and expertise in the customer success software category.

Enterprise 119

Enterprise Best practices Analytics Metrics 119

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council (Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike.

Customer Service 147

Customer Service Best practices Metrics Banking 147

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Entertainment 125

Entertainment Marketing Best practices Technology 125

AWS Machine Learning

DECEMBER 3, 2024

According to New Relic’s 2024 Observability Forecast , businesses face a median annual downtime of 77 hours from high-impact outages. NR AI responds by analyzing current performance data and comparing it to historical trends and best practices. These outages can cost up to $1.9 million per hour.

Customer Experience 105

Customer Experience Engineering Enterprise Benchmark 105

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem.

Customer Support 108

Customer Support Feedback Chatbots Best practices 108

AWS Machine Learning

OCTOBER 2, 2024

This two-part series explores best practices for building generative AI applications using Amazon Bedrock Agents. It’s also a best practice to collect any extra information that would be shared with the agent in a production system. user id 111 Today: 09/03/2024 Certainly! Your appointment ID is XXXX.

Best practices 98

Best practices APIs Metrics Accountability 98

AWS Machine Learning

NOVEMBER 15, 2024

The prompt uses XML tags following Anthropic’s Claude best practices. 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.”

APIs 118

APIs Engineering Chatbots Construction 118

AWS Machine Learning

MARCH 18, 2025

The produced query should be functional, efficient, and adhere to best practices in SQL query optimization. You can limit the number of output tokens to optimize the cost: # Create a Boto3 client for Bedrock Runtime bedrock_runtime = boto3.client( st.write("") st.write("**Get Started** by selecting the button Generate SQL Query !")

Enterprise 86

Enterprise Chatbots Engineering Metrics 86

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. The economic potential of generative AI: The next productivity frontier Of all the customer service trends for 2024, the advent of Generative AI is likely to have the greatest impact.

Customer Service 97

Customer Service Chatbots APIs Government 97

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

Genroe

MARCH 13, 2024

The post 8 Essential Customer Experience Metrics and Best Practices (2024) appeared first on Genroe | Customer Experience | Net Promoter Score. Unlock the secrets of CX success! Master the art and science of measuring customer experience in this game-changing guide.

Best practices 52

Best practices Metrics Customer Experience 52

CSM Magazine

NOVEMBER 13, 2024

’ The webinar, scheduled for 19 November 2024, will explore how contact centres can embrace an AI-powered, agentless model to enhance customer satisfaction, reduce churn, and significantly scale operations. The webinar is taking place on 19 November 2024 at 14:30 GMT. To register, click the following link: Online (Zoom).

Best practices 52

Best practices Technology Customer Experience Management 52

Cyara

FEBRUARY 8, 2024

For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. In 2023, the dam finally broke. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers.

Best practices 76

Best practices Contact Center Chatbots Customer Experience 76

Helpware

FEBRUARY 27, 2024

Call center quality assurance is all about ensuring customer satisfaction. The positive impressions a customer receives after interacting with an agent are vital. The internal quality control department handles conversation monitoring and enhancing your customers' experience.

Best practices 69

Best practices Call Center Customer Experience 69

AWS Machine Learning

APRIL 3, 2025

In 2024, this activity took an account manager (AM) up to 40 hours per customer. To help improve this process, in October 2024 we launched an AI-powered account planning draft assistant for our sales teams, building on the success of Field Advisor , an internal sales assistant tool.

Accountability 66

Accountability Sales CRM APIs 66

AWS Machine Learning

NOVEMBER 21, 2024

This setup follows AWS best practices for least-privilege access, making sure CloudFront can only access the specific UI files needed for the annotation interface. These files are hosted through Amazon CloudFront distribution, providing reliable and efficient delivery to annotators’ browsers.

APIs 94

APIs Feedback Telecommunications Management 94

ViiBE Blog

DECEMBER 21, 2020

billion by 2024. With wide-ranging remote assistance implications, the field of augmented reality is estimated to grow from USD 10.7 billion in 2019 and is projected to reach USD 72.7 The time to invest is now.

Best practices 98

Best practices Metrics Average Handle Time Technology 98

VirtualPBX

JANUARY 23, 2024

Consider your culture Cybersecurity should become an everyday practice, like signing in and out. It’s not enough to simply lecture agents on best practices, you need to show how they can implement them into their daily workflow. Such discussions are often a good way of evolving team risk management strategies.

Call Center 98

Call Center Engineering Education Best practices 98

The Petrova Experience

DECEMBER 17, 2024

This year, I will not start by updating you on 2024 holiday season travel numbers. And how best to orient those investments. (I’m ”) Now, on to the best practice trends. These are the best practices that will define air travel over the next fifty years. So, what should guide investments?

Transportation 75

Transportation Best practices Construction Wait times 75

AWS Machine Learning

FEBRUARY 11, 2025

First we discuss end-to-end large-scale data integration with Amazon Q Business, covering data preprocessing, security guardrail implementation, and Amazon Q Business best practices. Then we introduce the solution deployment using three AWS CloudFormation templates.

Enterprise 92

Enterprise Engineering APIs Best practices 92

AWS Machine Learning

JULY 10, 2024

red teaming) In April 2024, we announced the general availability of Guardrails for Amazon Bedrock and Model Evaluation in Amazon Bedrock to make it easier to introduce safeguards, prevent harmful content, and evaluate models against key safety and accuracy criteria. In February 2024, Amazon joined the U.S.

Government 130

Government Education Best practices APIs 130

Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Best practices 60

Best practices Contact Center Feedback Customer Service 60

delighted

APRIL 26, 2024

During those chats, we heard the same refrain over and over: “While I like being able to create a survey from scratch, I also want to know the best practices for creating X type of survey.” We integrated sophisticated AI tools and templates infused with best practices. Take a peek at our roadmap !

Surveys 59

Surveys Best practices CRM Feedback 59

ROI CX Solutions

DECEMBER 17, 2024

If you dont want to find yourself in hot water, learn about and apply the TCPA regulations for 2024. Key takeaways Understanding TCPA compliance : Ensure your telemarketing practices comply with updated 2024 regulations to avoid legal penalties and protect customer relationships.

Telemarketing 52

Telemarketing Call Logging Best practices Call Center 52

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Employee engagement 48

Employee engagement Enterprise Contact Center Self service 48

AWS Machine Learning

FEBRUARY 28, 2024

To learn more about text-to-SQL best practices and design patterns, see Generating value from enterprise data: Best practices for Text2SQL and generative AI. For the sake of infrastructure management best practices, we recommend deleting the resources created in this demonstration.

Engineering 135

Engineering Best practices Analytics Enterprise 135

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Workshops are a powerful way to align employees on best practices, hone their skills, and practice scenarios they’ll encounter. Research shows that customers are 2.4 These training sessions should focus on: Active listening skills.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Acquire BPO

JULY 24, 2024

Manila, PH – Lianne Collantes, Acquire BPO’s Risk Management & Compliance Director, along with her dedicated team members, recently attended the prestigious PhilSec conference held on July 2-3, 2024. The post Acquire BPO Risk Management & Compliance Team Attends PhilSec 2024 appeared first on Acquire BPO.

Management 52

Management Best practices 52

Acquire BPO

JULY 15, 2024

BGC, PH – Recruitment Director, Amy Alegre, and Brand and Talent Attraction Manager, Ira Austria represented Acquire BPO at the Employer Branding Summit Asia 2024, hosted by TalentView on May 16, 2024, at Shangri-La The Fort Manila.

Best practices 52

Best practices Management 52

Global Response

JANUARY 22, 2024

Let’s dive into what the experts are saying to see where the outsourcing industry is headed in 2024. 10 Ways to Protect Your Business from Cyberattacks in 2024 Conduct thorough due diligence before selecting an outsourcing partner. Assess their security policies, practices, and compliance with relevant regulations.

outsourcing 62

outsourcing Best practices Healthcare Business Process Outsourcing 62

CSM Magazine

JUNE 5, 2024

Business Systems Ltd and Motorway , the UK’s fastest growing used-car marketplace, have been announced as the winners of the Partnership Award at The Forum’s prestigious 2024 Awards. The Forum, which is focused on raising standards in customer operations, hosts the annual awards to showcase successful initiatives in customer operations.

Schedule adherence 52

Schedule adherence Best practices Banking Consulting 52

ChurnZero

JANUARY 10, 2025

But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), Digital customer success trend #4: AI, AI, and more AI Artificial intelligence (AI) became the ultimate buzzword in 2024, and thats not going to change any time soon.

B2B 52

B2B Journey mapping Metrics Enterprise 52