CCNG

JULY 31, 2024

The Ethical Imperative of AI Design As artificial intelligence continues its rapid advance, it’s crucial that we grapple with ethical implications. AI systems are being deployed to make increasingly high-stakes decisions that impact human lives in fields like healthcare, criminal justice, and hiring. And even in fields like customer experience and marketing, which are not considered high-stakes, AI use is exploding and if not designed and monitored, can have unintended negative results.

Healthcare 195

Healthcare Advertising Contact Center Feedback 195

AWS Machine Learning

JULY 31, 2024

Amazon Web Services (AWS) is committed to supporting the development of cutting-edge generative artificial intelligence (AI) technologies by companies and organizations across the globe. As part of this commitment, AWS Japan announced the AWS LLM Development Support Program (LLM Program), through which we’ve had the privilege of working alongside some of Japan’s most innovative teams.

Benchmark 105

Benchmark Wireless Enterprise Chatbots 105

ChurnZero

JULY 31, 2024

“Meet your customers where they are.” If you’ve ever been in any type of customer-facing role during your career, I’m positive you’ve heard this phrase countless times. So, where are your customers? Are your customers living inside their email inboxes? Well, we hope they are, because we really want them to open and read and click all the emails we send them!

Chatbots 105

Chatbots B2B Education Consulting 105

Totango

JULY 31, 2024

“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

Enterprise 98

Enterprise Sales SaaS Marketing 98

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Bill Quiseng

JULY 31, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service.

Customer Service 88

Customer Service Customer Experience 88

Integrity Solutions

JULY 31, 2024

Money and incentives matter, but they are only part of the sales retention story. The pace of transformation and continual shifting conditions in the business environment over the past few years have made us all feel like we’re on a roller coaster ride — and you can be sure there will be many more ups and downs and twists and turns ahead.

Sales 67

Sales Coaching Morale Surveys 67

Cisco - Contact Center

JULY 31, 2024

Cisco partnered with BBC StoryWorks’ Human Component series to showcase three of our nonprofit partners who are using technology to create human connections. Read—and watch—to be inspired by their impact.

Technology 98

Technology 98

CSM Magazine

JULY 31, 2024

Artificial intelligence (AI) is changing every aspect of the economy and how we work. It will take time to become ubiquitous in specific industries, but it has already transformed customer service. Michiel Hulsbergen, CEO of DialogueTrainer , explains. Still, AI won’t replace humans in customer service soon (there are simply too many open jobs ). Most customer service businesses and departments already use AI to improve customer engagement , help customer service agents better access and cover k

Customer Service 59

Customer Service Big data Accountability Personalization 59

Cisco - Contact Center

JULY 31, 2024

Explore AI's impact on network engineering and the steps IT professionals can take to build the skills to support AI workloads.

Engineering 98

Engineering 98

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Tethr

JULY 31, 2024

Discover essential tips to defend your business against churn risk using conversation intelligence in your contact center.

Contact Center 62

Contact Center 62

Cisco - Contact Center

JULY 31, 2024

Learn about how the User Protection Suite uses secure protocols to stop Adversary-in-the-Middle (AiTM) attacks.

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TMP Direct

JULY 31, 2024

For over 34 years, TMP has been synonymous with White Glove Service, embodying a commitment to excellence that has become the cornerstone of our business. TMP has grown into a global leader in Business Process Outsourcing (BPO), dedicated to advocating for your brand with the utmost care and precision. A Legacy of Excellence TMP’s longevity is a testament to our unwavering dedication to superior service.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Analytics 52

Zappix

JULY 31, 2024

Contact centers have been at the forefront of customer interactions and support for decades. With the advent of Artificial Intelligence (AI), the landscape of customer service has undergone a significant transformation. However, the key to success lies in striking the right balance between cutting-edge AI technologies and the irreplaceable human touch.

Contact Center 52

Contact Center Technology Customer centricity Analytics 52

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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

Acquire BPO

JULY 31, 2024

Pasig City, PH – The HR Business Partner team organised a Poster Making Contest on 12 July 2024, allowing some of the A-Team members to showcase their artistry and imagination. This exciting event centred on the theme of highlighting Acquire as a company that fosters diversity, equity, inclusion, and belonging, and its readiness to embrace the future of outsourcing.

outsourcing 52

outsourcing 52

JustCall

JULY 31, 2024

Email has always been a preferred way of business communication. In fact, 72% of customers still prefer if brands communicate with them via email. But most companies still only use labels and filters to personalize and manage their emails. Worse, they share the passwords among team members or forward emails via bcc or cc. This soon translates into communication that lacks transparency, is redundant, or has sluggish handling time.

Customer Support 52

Customer Support Management Coaching Metrics 52

CSM Magazine

JULY 31, 2024

Sybill.ai Founders (L-R): Nishit Asnani, Mehak Aggarwal, Gorish Aggarwal, Soumyarka Mondal Sybill’s powerful home–grown AI-first assistant allows B2B sales reps to close more deals by automating the tedious manual work it takes to turn a lead into a closed customer, growing to US$1M in ARR within just 9 months. B2B sales is a fiercely competitive environment, often hindered by time-consuming administrative tasks that account executives spend over 65% of their week on.

B2B 52

B2B Sales CRM Accountability 52

TCN

JULY 31, 2024

Contact centers are businesses that continue to grow, especially with evolving technology. It is imperative to stay ahead of the game to ensure your business remains at the forefront of industry trends and innovations. The efficiency and effectiveness of the contact center hinges on leveraging advanced analytics to drive informed decisions and strategic improvements.

Analytics 52

Analytics Contact Center Technology 52

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

TMP Direct

JULY 31, 2024

For over 34 years, TMP has been synonymous with White Glove Service, embodying a commitment to excellence that has become the cornerstone of our business. TMP has grown into a global leader in Business Process Outsourcing (BPO), dedicated to advocating for your brand with the utmost care and precision. A Legacy of Excellence TMP’s longevity is a testament to our unwavering dedication to superior service.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Analytics 52

Cisco - Contact Center

JULY 31, 2024

“How can we make AI a force for good for our people, and not a threat?” Today, business leaders and the global information and communication technology (ICT) workforce now have practical suggestions for targeted training programs and skills for 47 different ICT roles.

Technology 52

Technology 52

Concentrix

JULY 31, 2024

Dreamforce 2024 Keynote Viewing Party with Breakfast Join us at the Harlequin as your Dreamforce Headquarters all day Tuesday September 17th < BackREGISTRATION FOR UPCOMING SESSION September 17 10:00am to 11:30am PST Start your Dreamforce Day 1 with us! Complimentary Keynote viewing party complete with coffee and breakfast.

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Cisco - Contact Center

JULY 31, 2024

The Cisco Live debut of the all-new Patching Station, a memorable personalization experience powered by Webex Connect.

Personalization 52

Personalization 52

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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

Concentrix

JULY 31, 2024

Dreamforce 2024 Happy Hour Party Join us at the Harlequin as your Dreamforce Headquarters all day Tuesday September 17th < Back September 17 5:00pm to 7:30pm PST Join us after Day 1 at Dreamforce at The Harlequin only a 5 min walk from The Mascone.

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AWS Machine Learning

JULY 31, 2024

As generative artificial intelligence (AI) applications become more prevalent, maintaining responsible AI principles becomes essential. Without proper safeguards, large language models (LLMs) can potentially generate harmful, biased, or inappropriate content, posing risks to individuals and organizations. Applying guardrails helps mitigate these risks by enforcing policies and guidelines that align with ethical principles and legal requirements.

APIs 104

APIs Banking Best practices Engineering 104

Concentrix

JULY 31, 2024

Learn strategies for adapting to evolving risks and enhancing your cybersecurity measures to protect sensitive data and maintain customer trust.

Healthcare 48

Healthcare Technology 48