CX Accelerator

APRIL 1, 2020

Accountability. Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. What’s driving this paradoxical shift?

Metrics 228

Metrics Morale Benchmark Government 228

AWS Machine Learning

OCTOBER 5, 2022

So much exposure naturally brings added risks like account takeover (ATO). Each year, bad actors compromise billions of accounts through stolen credentials, phishing, social engineering, and multiple forms of ATO. To put it into perspective: account takeover fraud increased by 90% to an estimated $11.4 Overview of solution.

Accountability 97

Accountability APIs Metrics Engineering 97

AWS Machine Learning

OCTOBER 2, 2024

However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level. In this post, we discuss how to address these challenges holistically.

Government 131

Government APIs Enterprise Best practices 131

AWS Machine Learning

MAY 9, 2024

Organizations across industries face numerous challenges implementing generative AI across their organization, such as lack of clear business case, scaling beyond proof of concept, lack of governance, and availability of the right talent. What is an AI/ML CoE?

Government 136

Government Best practices Benchmark Metrics 136

AWS Machine Learning

NOVEMBER 15, 2024

For now, we consider eight key dimensions of responsible AI: Fairness, explainability, privacy and security, safety, controllability, veracity and robustness, governance, and transparency. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics.

APIs 120

APIs Government Best practices Metrics 120

CX Accelerator

APRIL 1, 2020

Accountability. Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. What’s driving this paradoxical shift?

Metrics 182

Metrics Morale Benchmark Government 182

AWS Machine Learning

NOVEMBER 16, 2022

When designing production CI/CD pipelines, AWS recommends leveraging multiple accounts to isolate resources, contain security threats and simplify billing-and data science pipelines are no different. Some things to note in the preceding architecture: Accounts follow a principle of least privilege to follow security best practices.

Accountability 98

Accountability Best practices Scripts Engineering 98

HGS

MARCH 18, 2015

Directly Connect the Priorities to Business Metrics Not all metrics matter. The BPO industry has become so technical and advanced that metrics are multiplying rapidly. Over time, contact centers can get bogged down by the magnitude of efficiency and quality metrics. HGS Operational Governance Model Engagement Matrix.

Contact Center 100

Contact Center Government Calibration Business Process Outsourcing 100

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

AWS Machine Learning

NOVEMBER 7, 2024

We also dive deeper into access patterns, governance, responsible AI, observability, and common solution designs like Retrieval Augmented Generation. In this second part, we expand the solution and show to further accelerate innovation by centralizing common Generative AI components.

Enterprise 122

Enterprise APIs Government Accountability 122

Customers That Stick

OCTOBER 2, 2014

My very first job was a part-time summer job in city government. The most challenging people skill to learn and use seems to be replacing defensive reactions with simple accountability. Moreover, some companies have minimized the focus on care and maximized the focus on scripts and metrics — not great for people skills.

Coaching 152

Coaching Government Scripts Employee engagement 152

inmoment

JUNE 8, 2020

Whether companies are new to the CX world or looking to brush up their brand, it never hurts to (re)visit the building blocks of effective CX governance. A well-governed CX program can help brands achieve transformational success, a better bottom line, and an improved experience for their customers. Accountability. Visibility.

Government 52

Government Construction Accountability Metrics 52

AWS Machine Learning

DECEMBER 5, 2022

Whether it’s registering at a website, transacting online, or simply logging in to your bank account, organizations are actively trying to reduce the friction their customers experience while at the same time enhance their security, compliance, and fraud prevention measures. There are several of ways to calculate these two metrics.

Metrics 90

Metrics Best practices Banking APIs 90

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

AWS Machine Learning

JULY 23, 2024

One risk many organizations face is the inadvertent exposure of sensitive data through logs, voice chat transcripts, and metrics. For example, you may have the following data types: Name Address Phone number Email address Account number Email address and physical mailing address are often considered a medium classification level.

Accountability 125

Accountability Government Chatbots Best practices 125

AWS Machine Learning

JUNE 25, 2024

A new automatic dashboard for Amazon Bedrock was added to provide insights into key metrics for Amazon Bedrock models. From here you can gain centralized visibility and insights to key metrics such as latency and invocation metrics. Optionally, you can select a specific model to isolate the metrics to one model.

Metrics 129

Metrics APIs Government Big data 129

AWS Machine Learning

JULY 19, 2023

They provide a factsheet of the model that is important for model governance. However, when solving a business problem through a machine learning (ML) model, as customers iterate on the problem, they create multiple versions of the model and they need to operationalize and govern multiple model versions.

Government 97

Government Best practices Metrics Enterprise 97

AWS Machine Learning

SEPTEMBER 28, 2023

Regulated and compliance-oriented industries, such as financial services, healthcare and life sciences, and government institutes, face unique challenges in ensuring the secure and responsible consumption of these models. In addition, API Registries enabled centralized governance, control, and discoverability of APIs.

APIs 128

APIs Government Enterprise Engineering 128

Totango

DECEMBER 1, 2021

Follow a clear plan on governance and decision making. This provides transparency and accountability and empowers a data-driven approach to customer success. This should reference your KPI metrics and lay out a path to achieve each. Follow a Clear Plan on Governance and Decision making. Define how to measure success.

Government 100

Government Journey mapping Accountability Benchmark 100

AWS Machine Learning

JANUARY 5, 2024

MLOps – Model monitoring and ongoing governance wasn’t tightly integrated and automated with the ML models. Reusability – Without reusable MLOps frameworks, each model must be developed and governed separately, which adds to the overall effort and delays model operationalization.

Management 137

Management APIs Engineering Government 137

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CX Journey

OCTOBER 28, 2014

Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? According to BusinessDictionary.com , governance is the. Where does accountability lie?

Government 62

Government Accountability Customer centricity Coaching 62

AWS Machine Learning

MAY 10, 2023

Now with the integration with the model registry, you can store all model artifacts, including metadata and performance metrics baselines, to a central repository and plug them into your existing model deployment CI/CD processes. Build ML models and analyze their performance metrics.

Government 95

Government Metrics Engineering Accountability 95

AWS Machine Learning

FEBRUARY 29, 2024

Model governance – The Amazon SageMaker Model Registry integration allows for tracking model versions, and therefore promoting them to production with confidence. Each modeling unit is a sequence of up to six steps for training an ML model: process, train, create model, transform, metrics, and register model. The model_unit.py

Scripts 129

Scripts Engineering Metrics Best practices 129

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

AWS Machine Learning

NOVEMBER 16, 2023

With SageMaker MLOps tools, teams can easily train, test, troubleshoot, deploy, and govern ML models at scale to boost productivity of data scientists and ML engineers while maintaining model performance in production. Regulations in the healthcare industry call for especially rigorous data governance.

Healthcare 125

Healthcare Government Engineering APIs 125

AWS Machine Learning

OCTOBER 5, 2023

Artificial intelligence (AI) and machine learning (ML) have seen widespread adoption across enterprise and government organizations. We go through several steps, including data preparation, model creation, model performance metric analysis, and optimizing inference based on our analysis.

Benchmark 130

Benchmark Best practices Metrics Government 130

AWS Machine Learning

AUGUST 10, 2023

As recommended by AWS as a best practice , customers have used separate accounts to simplify policy management for users and isolate resources by workloads and account. SageMaker services, such as Processing, Training, and Hosting, collect metrics and logs from the running instances and push them to users’ Amazon CloudWatch accounts.

Scripts 96

Scripts Accountability Metrics APIs 96

AWS Machine Learning

SEPTEMBER 14, 2023

Governance and policy enforcement – Setting up document categorization rules helps to ensure that documents are classified correctly according to an organization’s policies and governance standards. We will introduce a custom classifier training pipeline that can be deployed in your AWS account with few clicks. Choose Submit.

APIs 129

APIs Government Accountability Engineering 129

AWS Machine Learning

SEPTEMBER 11, 2024

To reduce the time and energy required to tune a model, SageMaker automatic model tuning (AMT) runs multiple training jobs on a given dataset; it then uses the results to converge on a set of hyperparameter values to create the best performing model for a given metric.

Metrics 115

Metrics Best practices Enterprise Accountability 115

AWS Machine Learning

JUNE 24, 2022

We split the environment into multiple AWS accounts: Data lake – Stores all the ingested data from on premises (or other systems) to the cloud. The data is cataloged via the AWS Glue Data Catalog and shared with other users and accounts via AWS Lake Formation (the data governance layer).

Enterprise 127

Enterprise Engineering Accountability APIs 127

CX Journey

SEPTEMBER 20, 2016

A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. Journey maps.

Customer Experience 79

Customer Experience Journey mapping Government Chief Customer Officer 79

AWS Machine Learning

NOVEMBER 17, 2022

Their production segment is therefore an integral building block for delivering on their mission—with a clearly stated ambition to become world-leading on metrics such as safety, environmental footprint, quality, and production costs. Extendibility – It can deploy to new Regions and accounts. Overview of solution.

APIs 98

APIs Accountability Metrics Engineering 98

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. Success Metrics for the Project. Success Metrics for the Business. Churn Rate.

Analytics 93

Analytics Government Metrics APIs 93

AWS Machine Learning

SEPTEMBER 1, 2023

Each business unit has each own set of development (automated model training and building), preproduction (automatic testing), and production (model deployment and serving) accounts to productionize ML use cases, which retrieve data from a centralized or decentralized data lake or data mesh, respectively.

Engineering 133

Engineering Accountability Construction APIs 133

AWS Machine Learning

MAY 31, 2024

Because Knowledge Bases for Amazon Bedrock is a fully managed RAG solution, no customer data is stored within the Amazon Bedrock service account permanently, and request details without prompts or responses are logged in Amazon CloudTrail. Model providers can’t access customer data in the deployment account.

Best practices 136

Best practices APIs Accountability Personalization 136

AWS Machine Learning

DECEMBER 19, 2023

Data and model management provide a central capability that governs ML artifacts throughout their lifecycle. Integrations with CI/CD workflows and data versioning promote MLOps best practices such as governance and monitoring for iterative development and data versioning. It enables auditability, traceability, and compliance.

Analytics 135

Analytics Engineering Government Best practices 135