Beyond Philosophy

JUNE 27, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. There are typically several things happening. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience.

Real estate 195

Real estate Customer Experience Personalization Accountability 195

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.

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CCNG Feedback Employee engagement Consulting 195

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

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.

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Customer Service Chatbots Customer Experience Surveys 169

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

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 167

Customer Experience Customer Care Personalization Customer Service 167

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 102

Transportation Wireless Engineering Entertainment 102

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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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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Genroe

JUNE 20, 2024

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied. Explore the secrets of successful customer retention in the competitive world of banking. The post Effective Bank Customer Retention Strategies appeared first on Genroe | Customer Experience | Net Promoter Score.

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Customer retention Banking Feedback Personalization 96

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

Beyond Philosophy

JUNE 20, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Surge pricing is a form of dynamic pricing. However, sometimes customers don’t see it this way. Depending on your perspective, surge pricing can feel like price discrimination. Surge Pricing takes advantage of peak demand.

Airlines 195

Airlines Customer centricity Wait times Education 195

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 98

APIs Benchmark Enterprise Technology 98

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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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.

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Customer Experience Customer Service Customer Support 81

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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.

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Big data 75

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

AWS Machine Learning

JUNE 21, 2024

eSentire is an industry-leading provider of Managed Detection & Response (MDR) services protecting users, data, and applications of over 2,000 organizations globally across more than 35 industries. These security services help their customers anticipate, withstand, and recover from sophisticated cyber threats, prevent disruption from malicious attacks, and improve their security posture.

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Engineering Construction APIs Benchmark 95

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

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Tethr

JUNE 20, 2024

Learn how CX leaders can use conversation insights to drive business decisions across the organization.

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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 71

Customer Service Enterprise 71

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

AWS Machine Learning

JUNE 21, 2024

Amazon SageMaker JumpStart is a machine learning (ML) hub offering pre-trained models and pre-built solutions. It provides access to hundreds of foundation models (FMs). A private hub is a feature in SageMaker JumpStart that allows an organization to share their models and notebooks so as to centralize model artifacts, facilitate discoverability, and increase the reuse within the organization.

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Management Government Accountability Enterprise 90

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Cisco - Contact Center

JUNE 24, 2024

Pelin Salem is a Radio Regulatory Technical Leader at Cisco who spearheaded an initiative that reduced testing time, improved energy efficiency, and reduced greenhouse gas (GHG) emissions. In our interview, she describes how collaboration is vital when developing new climate solutions.

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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

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

Connect

JUNE 27, 2024

Business challenges are never uniform, so why choose an off-the-shelf solution that fails to adequately address your unique operational and customer experience (CX) needs? Customers can face numerous diverse challenges and encounter various issues related to customer service, CX and engagement with a contact centre. Limited channel options can create friction and frustration, long wait times and slow call resolution rates negatively impact customer satisfaction, and a lack of skills and capabili

Cloud contact 59

Cloud contact Construction Consulting Consulting 59

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

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.

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Chatbots Benchmark Metrics Healthcare 80

Cisco - Contact Center

JUNE 26, 2024

AI is changing the way we engage data in industrial operations, and choosing the right model for your desired result is critically important.

Transportation 95

Transportation 95

Outsource Consultants

JUNE 20, 2024

Introduction to Belize Call Centers Belize, a country nestled in Central America, has emerged as one of the region’s fastest-growing economies. This growth is partly fueled by the burgeoning Business Process Outsourcing (BPO) industry, specifically call centers. The very first call center in Belize opened its doors in 2005. Since then, the BPO industry has flourished due to several key factors: Cost-effectiveness: Outsourcing to Belize can offer significant cost savings compared to North A

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outsourcing Government Business Process Outsourcing Call Center 67