Beyond Philosophy

JUNE 28, 2024

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.

Customer Experience 195

Customer Experience Education 195

Callminer

JUNE 27, 2024

Read this blog to learn about workforce engagement management, which is a set of tools that help organizations improve employee satisfaction, productivity, scheduling, and more while reducing churn.

Best practices 182

Best practices Management 182

CCNG

JUNE 26, 2024

Imagine arriving at a picturesque resort by a serene lake, eager to explore nature in a canoe. Unfortunately, the resort doesn’t have enough life jackets, even though canoes are available. The difference between a disgruntled customer and a loyal advocate often boils down to how effectively a company anticipates and resolves these types of issues. To consistently win in business today, we have to be proactive.

CCNG 195

CCNG Feedback Employee engagement Consulting 195

ShepHyken

JUNE 23, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

Customer Service 169

Customer Service Chatbots Customer Experience Surveys 169

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

Bill Quiseng

JUNE 26, 2024

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.

Customer Experience 174

Customer Experience Customer Care Personalization Customer Service 174

TechSee

JUNE 27, 2024

In the rapidly evolving world of artificial intelligence, safety is paramount. Businesses increasingly turn to AI to streamline operations, enhance customer experience, and drive efficiency. However, as AI systems become more sophisticated, ensuring their safety becomes more complex. Sophie AI stands at the forefront of this technological revolution, offering robust solutions to ensure safety through its cutting-edge multimodal AI capabilities.

Contact Center 109

Contact Center Enterprise Chatbots Technical Support 109

Callminer

JUNE 24, 2024

CX tools make it easier for businesses to connect with and learn from their customers. From social media management to sales automation, these tools target customer satisfaction and loyalty.

Customer Experience 182

Customer Experience Sales Management 182

Lumoa

JUNE 28, 2024

Lumoa Product News for June 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?

Surveys 83

Surveys Feedback Personalization 83

Cisco - Contact Center

JUNE 27, 2024

How should network engineers be thinking about and using AI right now, and what to could they expect for the future? Here, we focus on one surprising use case that I found to be a bit exciting: Using AI to peer review your work. Buckle up, and let's check it out.

Engineering 98

Engineering 98

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Upstream Works

JUNE 24, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post How AI Optimizes the Omnichannel CX Journey appeared first on Upstream Works.

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TechSee

JUNE 25, 2024

AI automation for customer experience and service is more than just an industry talking point. AI augmentation and automation are rapidly becoming operational realities for hundreds of enterprise service and CX leaders worldwide. Below are select highlights from our product team, showcasing our latest innovations and advancements in this exciting and emerging space.

Self service 109

Self service Enterprise Technology Feedback 109

AWS Machine Learning

JUNE 25, 2024

We are excited to announce the availability of the Jamba-Instruct large language model (LLM) in Amazon Bedrock. Jamba-Instruct is built by AI21 Labs, and most notably supports a 256,000-token context window, making it especially useful for processing large documents and complex Retrieval Augmented Generation (RAG) applications. What is Jamba-Instruct Jamba-Instruct is an instruction-tuned version of the Jamba base model, previously open sourced by AI21 Labs, which combines a production grade-mod

APIs 95

APIs Benchmark Enterprise Technology 95

Help Scout

JUNE 27, 2024

When writing CSS, the most common formats we use for expressing a color are either a hex code or an RGB value. But are they the best way? Learn to see color as an artist with HSL.

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Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Cisco - Contact Center

JUNE 25, 2024

As threats become more sophisticated and regulatory demands become stricter, the new Cisco Secure Cloud Access (SCAZT) Specialist Certification dives into the heart of cloud security, underscoring the importance of a security-first approach.

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SQM Group

JUNE 25, 2024

The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience are closely related but different.

Customer Experience 81

Customer Experience Customer Service Customer Support 81

Helpware

JUNE 26, 2024

The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This year's conference, which took place on June 05-06, 2024, was the second one I attended, and I was eager to witness the evolution and progress that had occurred since the 2023 edition.

Big data 74

Big data 74

AWS Machine Learning

JUNE 24, 2024

This post is a continuation of Creating Natural Conversations with Amazon Lex QnAIntent and Amazon Bedrock Knowledge Base. In summary, we explored new capabilities available through Amazon Lex QnAIntent, powered by Amazon Bedrock , that enable you to harness natural language understanding and your own knowledge repositories to provide real-time, conversational experiences.

Transportation 99

Transportation Wireless Engineering Entertainment 99

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. Read on! What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the en

Customer Experience 62

Customer Experience Customer centricity Airlines Contact Center 62

Cisco - Contact Center

JUNE 25, 2024

Cisco, a leader in networking and cybersecurity solutions, introduced a range of new security incentives and promotions to maximize your profitability when selling Cisco Firewalls. Let's dive into our latest offerings.

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Tethr

JUNE 25, 2024

Learn 3 takeaways to improve customer experiences from our webinar guest, Gershwin Exeter at Thrasio.

Customer Experience 90

Customer Experience 90

Helpware

JUNE 25, 2024

An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.

Customer Service 70

Customer Service Enterprise 70

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

AWS Machine Learning

JUNE 26, 2024

Capital markets operation teams face numerous challenges throughout the post-trade lifecycle, including delays in trade settlements, booking errors, and inaccurate regulatory reporting. For derivative trades, it’s even more challenging. The timely settlement of derivative trades is an onerous task. This is because trades involve different counterparties and there is a high degree of variation among documents containing commercial terms (such as trade date, value date, and counterparties).

Marketing 88

Marketing APIs Banking Entertainment 88

Concentrix

JUNE 28, 2024

Discover how MYOB embraced the digital revolution with an advanced conversational assistant, to enhance customer support and increase digital engagement.

Customer Support 62

Customer Support Finance Analytics Technology 62

Cisco - Contact Center

JUNE 24, 2024

Announcing Cisco Workflows, which effortlessly scales across millions of endpoints worldwide while ensuring unmatched security and seamless integration with hybrid cloud environments. Leveraging our cloud connect technology, our platform automates operations across public cloud and on-premises assets, offering unparalleled flexibility and efficiency.

Technology 98

Technology 98

BlueOcean

JUNE 25, 2024

Our podcast team had the pleasure of sitting down with Sean Mohammed, Senior Manager of HR and leader of Blue Ocean’s Diversity, Equity, and Belonging Initiatives. With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a sense of belonging for all employees.

Customer Experience 62

Customer Experience outsourcing Government Customer Care 62

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Accountability

OctopusTech

JUNE 24, 2024

When you run a small business, you need a steady flow of customers coming to you for your product or service in order to stay in business, no matter your industry. Generating leads does not happen automatically and it takes tactics such as lead generation tools to stay above the competition and to keep customers coming in. With so much information out there covering sales, marketing, and everything in between, it can be a challenge to even know where to start.

Engineering 62

Engineering Sales Marketing 62

AWS Machine Learning

JUNE 25, 2024

Large language models (LLMs) enable remarkably human-like conversations, allowing builders to create novel applications. LLMs find use in chatbots for customer service , virtual assistants , content generation , and much more. However, the implementation of LLMs without proper caution can lead to the dissemination of misinformation , manipulation of individuals, and the generation of undesirable outputs such as harmful slurs or biased content.

Chatbots 77

Chatbots Benchmark Metrics Healthcare 77

VirtualPBX

JUNE 26, 2024

When deciding how to launch your small business, the conversation of LLC vs sole proprietor likely comes up in many arenas. From startup costs and taxes, to liability and access to capital, there are pros and cons to both avenues. Taxes as well as startup costs also vary by location. Business texting for LLCs vs sole proprietors is also a little different.

Education 65

Education Personalization Surveys Sales 65