CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Why Does Reverse ETL Matter for Customer Experience?

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

AWS Machine Learning

NOVEMBER 15, 2024

Custom monitoring dashboards in Amazon OpenSearch Service provided real-time visibility into platform performance. Additional integrations with services like Amazon Data Firehose , AWS Glue , and Amazon Athena allowed for historical reporting, user activity analytics, and sentiment trends over time through Amazon QuickSight.

Chatbots 113

Chatbots Engineering Enterprise Government 113

AWS Machine Learning

MAY 9, 2024

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Engineering 129

Engineering Customer Support APIs Government 129

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 259

Customer Service Chatbots Engineering Analytics 259

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. AI-driven personalization uses data analytics and machine learning to tailor customer interactions to their individual needs and preferences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Attention to this key requirement allows Principal to maintain a safe and secure customer experience.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants. Product Innovation. Broader Use Cases for IA.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

TechSee

DECEMBER 17, 2019

When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

TeleDirect

DECEMBER 24, 2024

In this blog, we explore the top three trends shaping customer service in 2025 and how businesses can leverage them to create exceptional customer experiences. In 2025, businesses will increasingly harness AI to analyze customer data, predict needs, and personalize interactions at scale.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Balto

MARCH 17, 2025

Businesses that harness this information effectively can boost customer satisfaction by up to 25% while reducing churn. The key is turning raw interactions into actionable call center insights that enhances both efficiency and customer experience. They help answer critical questions: Why are customers calling?

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Second, inform customers of what you’ll never ask of them.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

JUNE 17, 2015

In other words, the resources of time, money, people, and technology have to be accompanied by stated financial objectives and actionable analytics to prove their worth. Core to any good content strategy is the effectiveness of websites as information sources and relationship-builders.

Advertising 240

Advertising Engineering Analytics Marketing 240

AWS Machine Learning

MARCH 19, 2025

Behind this achievement lies a story of rigorous engineering for safety and reliabilityessential in healthcare where stakes are extraordinarily high. Rahul believes that generative AI will transform virtually every single customer experience and that data is a key differentiator for customers as they build AI applications.

Healthcare 144

Healthcare Enterprise APIs Transportation 144

AWS Machine Learning

MARCH 27, 2025

Based on our experiments using best-in-class supervised learning algorithms available in AutoGluon , we arrived at a 3,000 sample size for the training dataset for each category to attain an accuracy of 90%. Sonnet prediction accuracy through prompt engineering. Agent: "I understand your need for cross-tenant analytics.

Education 110

Education Engineering APIs Enterprise 110

Connect

APRIL 14, 2025

For instance, integrating AI technologies into chatbots, such as natural language processing (NLP) and machine learning (ML), can offload customer service interactions from agents onto AI-powered self-service channels, empowering contact centre operators to handle higher call volumes. About ‘ Connect.

Average Handle Time 65

Average Handle Time Chatbots First call resolution Cloud contact 65

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. Organizational roles in customer experience management.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

AWS Machine Learning

DECEMBER 3, 2024

As a global leader in agriculture, Syngenta has led the charge in using data science and machine learning (ML) to elevate customer experiences with an unwavering commitment to innovation. Victor Antonino , M.Eng, is a Senior Machine Learning Engineer at AWS with over a decade of experience in generative AI, computer vision, and MLOps.

Sales 108

Sales APIs Engineering Analytics 108

AWS Machine Learning

NOVEMBER 17, 2022

Organizations are using machine learning (ML) and AI services to enhance customer experience, reduce operational cost, and unlock new possibilities to improve business outcomes. A key component of the model building and development process is feature engineering. In this post, we demonstrate how to implement this solution.

Engineering 86

Engineering Big data Accountability Government 86

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. Are you leveraging call centers to turn support into a revenue engine? At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction.

Call Center 67

Call Center Sales outsourcing Technical Support 67

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. Integrating AI in customer relations allows companies to optimize customer service responses, deliver relevant content, and foster trust and loyalty.

Finance 52

Finance Chatbots Banking Analytics 52

Tethr

SEPTEMBER 8, 2021

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations.

Analytics 94

Analytics Technology Banking Engineering 94

AWS Machine Learning

SEPTEMBER 9, 2022

It’s designed to provide a seamless customer experience to listeners and creators by debuting interactive live audio shows from your favorite artists, radio DJs, podcasters, and friends. Batch data enables more point-in-time reporting and analytics vs. real-time. Business intelligence (BI) and analytics.

Analytics 93

Analytics Engineering Metrics APIs 93

OrecX

MARCH 23, 2023

Conversational analytics is the name of the game today in the call recording world. According to leading conversational analytics provider, CallMiner, " Conversational analytics delivers clear insight into the mindset of the customer by monitoring and analyzing their behavior and emotion during every interaction.

Analytics 71

Analytics voip APIs Engineering 71

CSM Magazine

APRIL 18, 2025

Lets explore the strategies that have fueled Soft2Bets customer-centric success, and how you can bring these same principles into your own company to drive lasting growth. How Soft2Bet Excels in Customer Experience Soft2Bet didnt rise to the top of the competitive iGaming world by accident.

Customer centricity 52

Customer centricity Gamification Engineering Finance 52

TechSee

OCTOBER 23, 2018

For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

AWS Machine Learning

NOVEMBER 19, 2024

These sessions, featuring Amazon Q Business , Amazon Q Developer , Amazon Q in QuickSight , and Amazon Q Connect , span the AI/ML, DevOps and Developer Productivity, Analytics, and Business Applications topics. Leave the session inspired to bring Amazon Q Apps to supercharge your teams’ productivity engines.

APIs 101

APIs Enterprise Best practices Government 101

Cincom

FEBRUARY 21, 2025

Features to Look for in CPQ Applications 1- Dynamic Product Configuration A CPQ system includes a dynamic, rules-based engine that can handle intricate product configurations. Sales teams can generate accurate configurations by automating dependencies, constraints, and compatibility checks without any engineering inputs.

Engineering 40

Engineering CRM Analytics Sales 40

Babelforce

AUGUST 19, 2021

Customer experience has a significant impact on your brand. In fact, customer experience is your brand. Getting it right means customers who’ll stick with you, buy more, and recommend your service. These days, the majority of businesses know they need to make customer experience someone’s job.

Customer Experience 98

Customer Experience Abandon rate Contact Center outsourcing 98

Outsource Consultants

FEBRUARY 18, 2025

However, maintaining consistent service quality and customer satisfaction becomes a delicate balancing act. Cultural differences, communication barriers, varying standards, and potential service disruptions can all negatively impact the customer experience. Proactive quality control is the engine that powers this positive cycle.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand.

Customer Experience 104

Customer Experience Management Surveys Feedback 104

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. After all, we need our agents to interact with customers, right?

Contact Center 132

Contact Center Engineering Average Handle Time Analytics 132

ShepHyken

SEPTEMBER 9, 2022

He has 13 years of experience in the industry and focuses on performance marketing, search engine optimization, and analytics. Juan Jaramillo is Performance Marketing Director for Cordial , a cross-channel marketing and data platform. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

Marketing 201

Marketing Sales Engineering Analytics 201

ConvergeOne

JANUARY 23, 2024

With customer experience at the core of its mission, Press Ganey set out to design a cloud-hosted, self-service platform that would give providers access to dashboards with insights and advanced analytics. This platform would help providers improve safety, clinical excellence, workforce engagement, and the patient experience.

Healthcare 104

Healthcare Self service Engineering Analytics 104