ShepHyken

NOVEMBER 26, 2024

Disney promises an unforgettable, happy experience, and they deliver. BMW: “The Ultimate Driving Machine” – BMW is known for its high-performance and finely tuned German-engineered vehicles.  Maytag: “Built to Last” – Not long ago, I wrote about the lonely Maytag repairman commercials in a Shepard Letter article.

Enterprise 206

Enterprise Engineering Customer Service Customer Experience 206

ShepHyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. ” About: John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken ? Amazing Business Radio.

Engineering 397

Engineering Consulting Consulting Marketing 397

AWS Machine Learning

AUGUST 2, 2024

Solution overview We apply two methods to generate the first draft of an earnings call script for the new quarter using LLMs: Prompt engineering with few-shot learning – We use examples of the past earnings scripts with Anthropic Claude 3 Sonnet on Amazon Bedrock to generate an earnings call script for a new quarter.

Engineering 131

Engineering Scripts Metrics APIs 131

Kapta Customer Success

FEBRUARY 12, 2025

The Importance of Net Revenue Retention (NRR) Net revenue retention (NRR) is a key metric that measures a company's ability to retain and grow revenue from its existing customer base over time.

Engineering 59

Engineering Metrics 59

CCNG

OCTOBER 30, 2024

With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Justin Robbins is a keynote speaker, researcher, and business advisor who’s passionate about transforming customer interactions to drive measurable business outcomes.

Engineering 195

Engineering Customer Experience Contact Center Call Center 195

CCNG

JANUARY 15, 2025

With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes.

Best practices 195

Best practices Engineering Technology Personalization 195

ShepHyken

SEPTEMBER 3, 2021

When the CX platform is down, CX engineers need to troubleshoot the cause and devise a solution to get the platform back up online. This leads to several benefits including a more transparent CX environment that would allow engineers to operate more efficiently. . Improving contact center agent performance with a CX platform.

Customer Experience 373

Customer Experience Management Contact Center Engineering 373

AWS Machine Learning

FEBRUARY 21, 2025

About the Authors Dheer Toprani is a System Development Engineer within the Amazon Worldwide Returns and ReCommerce Data Services team. Chaithanya Maisagoni is a Senior Software Development Engineer (AI/ML) in Amazons Worldwide Returns and ReCommerce organization.

Engineering 122

Engineering APIs Analytics Enterprise 122

AWS Machine Learning

DECEMBER 3, 2024

The challenge: Resolving application problems before they impact customers New Relic’s 2024 Observability Forecast highlights three key operational challenges: Tool and context switching – Engineers use multiple monitoring tools, support desks, and documentation systems.

Customer Experience 106

Customer Experience Engineering Enterprise Benchmark 106

Connect

NOVEMBER 24, 2024

According to Cross, the industry at large realised that simply turning on GenAI engines can prove counterproductive, with numerous companies running into AI-induced trouble. The AI engine can feed these answers to live agents or operators can leverage this data to deliver better frontline digital engagement.

Engineering 103

Engineering Quality management Cloud contact Interactive Voice Response 103

AWS Machine Learning

FEBRUARY 21, 2025

It consists of the following key components: Speech recognition The customers spoken language is captured and converted into text using Amazon Transcribe , which serves as the speech recognition engine. The transcript (text) is then fed into the machine translation engine.

Engineering 97

Engineering Technical Support Contact Center Feedback 97

Callminer

NOVEMBER 9, 2020

noted that call centers with banks and call center agents fall victim to social engineering. For example, many times fraudsters start by socially engineering call center agents to give away or change sensitive information, which the fraudsters use during follow-up online transactions to steal money out of customer accounts.”

Call Center 345

Call Center Banking Contact Center Accountability 345

AWS Machine Learning

NOVEMBER 22, 2024

Data engineers and data publishers work within these accounts to ingest, process, and publish data assets that can be consumed by other teams, such as the marketing team or data science teams. Data engineers contribute to the data lineage process by providing the necessary information and metadata about the data transformations they perform.

Government 100

Government Banking Accountability Engineering 100

ShepHyken

DECEMBER 2, 2020

The story you don’t tell—at least I hope you don’t—is the one that includes the technical specs of the engine on the plane that’s flying you to that exotic location, the type of tires on the resort’s van that will be waiting at the airport or the number of parking spaces in the resort’s parking lot.

Engineering 386

Engineering Customer Service Customer Experience 386

CCNG

JULY 2, 2021

Our fully automated and adaptive language assessment engine provides accurate and immediate testing for speaking, writing and grammar in more than 10 global languages. With AI and machine learning, recruiters can rely on quick, accurate, and actionable data every single time.

CCNG 322

CCNG Contact Center Engineering Enterprise 322

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Engineering 259

Engineering Consulting Consulting Customer Experience 259

ShepHyken

OCTOBER 20, 2020

With over 35 years of experience as a business leader, business consultant, IT application developer and engineer, Lou has created customer engagement strategies that reduce cost and enhance CX. About: Lou Gallagher is a Consumer Engagement Specialist at Mitel.

Customer centricity 73

Customer centricity Engineering Consulting Consulting 73

ShepHyken

APRIL 23, 2024

New cars offer an updated look in addition to updates under the hood, which could include more efficient engines, the latest technology, and more. Update: Most cars don’t last forever. At some point, you need to replace them. Your business is the same.

Customer Experience 346

Customer Experience Advertising Feedback Engineering 346

AWS Machine Learning

JANUARY 7, 2025

The solution proposed in this post relies on LLMs context learning capabilities and prompt engineering. Using prompt engineering, we were able to steer the models output by providing sample phrases directly pulled from the TMX file. You should see a noticeable increase in the quality score.

Engineering 110

Engineering Metrics industry standards Finance 110

CCNG

APRIL 13, 2021

Pam drives results through her passionate leadership and experience in process re-engineering, technology solutions, and organizational design. She is a long-time CCNG member, Town Hall facilitator, and blog contributor. To learn more about The Northridge Group’s Contact Center migration solutions, please click here.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

AWS Machine Learning

NOVEMBER 15, 2024

As an early adopter of Amazon Q Business, engineers from Principal worked directly with the Amazon Q Business team to validate updates and new features. Dr. Nicki Susman is a Senior Machine Learning Engineer and the Technical Lead of the Principal AI Enablement team. He lives with his wife (Tina) and dog (Figaro), in New York, NY.

Chatbots 113

Chatbots Engineering Enterprise Government 113

AWS Machine Learning

JANUARY 28, 2025

By documenting the specific model versions, fine-tuning parameters, and prompt engineering techniques employed, teams can better understand the factors contributing to their AI systems performance. He holds a PhD in Telecommunications Engineering and has experience in software engineering.

Management 109

Management APIs Engineering Metrics 109

Beyond Philosophy

JANUARY 29, 2021

Suppose you don’t understand where those boundaries are, and you try to apply the fundamental laws of Newtonian gravity to your engineering project. Moreover, you’re going to crash your rocket ship or whatever you are engineering. In that case, you’re going to end up with some wrong assumptions.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

AWS Machine Learning

FEBRUARY 11, 2025

Enhancing AWS Support Engineering efficiency The AWS Support Engineering team faced the daunting task of manually sifting through numerous tools, internal sources, and AWS public documentation to find solutions for customer inquiries. Bhavani Kanneganti is a Principal Cloud Support Engineer at AWS.

Enterprise 95

Enterprise Engineering APIs Best practices 95

CX Accelerator

FEBRUARY 2, 2020

Other fields of study that had more than one representative were computer science, mathematics, engineering, history, and sociology. Out of 35 total responses, 53 majors, minors, and graduate degrees were represented, and some clear leaders emerged. 30% have degrees in business administration, 9% in marketing, 7.5%

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

PeopleMetrics

MARCH 6, 2025

AI and Survey Length AI driven survey engines can enhance shorter surveys by providing adaptive probing. Aim for 815 clear, targeted questions that customers can answer easily in under five minutes. This range is usually the sweet spot for delivering actionable insights without overwhelming your customers.

Surveys 117

Surveys B2C B2B Banking 117

AWS Machine Learning

NOVEMBER 27, 2024

Supported models SMP supports context parallelism using NVIDIA Transformer Engine , and it seamlessly integrates with other model parallelism techniques Fully Sharded Data Parallel and Tensor Parallelism. To combat this, the Transformer Engine introduced an innovative solution called DelayedScaling. supports the Llama 3.1 (and

Engineering 109

Engineering Finance APIs Healthcare 109

ShepHyken

APRIL 26, 2021

ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. Shifting the Customer Experience from a Cost Center to a Profit Center by Brian Solis.

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

ShepHyken

OCTOBER 19, 2022

Their story is rich with high levels of luxury and engineering. Instead, they became what one author refers to as The ultimate automotive failure. . By the way, BMW’s slogan, The Ultimate Driving Machine , is its brand promise and has been since the 1970s. So, how are you and your company or brand perceived?

Automotive 314

Automotive Advertising Engineering Feedback 314

Steve DiGioia

JANUARY 18, 2021

The chairman of the department of mechanical engineering and biomechanical engineering at the University of Texas testified that this risk of harm is unacceptable, as did a widely recognized expert on burns, the editor-in-chief of the Journal of Burn Care and Rehabilitation, the leading scholarly publication in the specialty.

Customer Experience 298

Customer Experience Engineering Best practices Personalization 298

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. NOTE : Since we used an SQL query engine to query the dataset for this demonstration, the prompts and generated outputs mention SQL below.

Engineering 112

Engineering Real estate Government Big data 112

AWS Machine Learning

FEBRUARY 12, 2025

Curated judge models : Amazon Bedrock provides pre-selected, high-quality evaluation models with optimized prompt engineering for accurate assessments. Expert analysis : Data scientists or machine learning engineers analyze the generated reports to derive actionable insights and make informed decisions. He has an M.S.

Metrics 96

Metrics Engineering APIs Benchmark 96

AWS Machine Learning

FEBRUARY 21, 2025

Data engineering development is done using AWS Glue Studio. Code artifacts for both data science activities and data engineering activities are stored in Git. Deployment times stretched for months and required a team of three system engineers and four ML engineers to keep everything running smoothly.

Engineering 74

Engineering Finance Accountability Analytics 74