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

AWS Machine Learning

MARCH 22, 2024

Contentful is an intelligent composable content platform that allows the creation and management of content to build digital experiences. Generative AI also plays a critical role in eliminating the “blank page” problem, where a digital team spends more time figuring out where to start than actually creating great content.

Engineering 88

Engineering Consulting Consulting Enterprise 88

AWS Machine Learning

MARCH 29, 2024

The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience. Solution overview The following diagram illustrates the solution architecture. In the following sections, we walk you through the steps to build the solution architecture.

Cloud contact 92

Cloud contact Chatbots Contact Center APIs 92

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Technology solutions are the need of the hour.

B2B 362

B2B Journey mapping B2C Telecommunications 362

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

AWS Machine Learning

MARCH 4, 2024

Here are a few ways customers have been using Anthropic’s Claude models on Amazon Bedrock: “We are developing a generative AI solution on AWS to help customers plan epic trips and create life-changing experiences with personalized travel itineraries.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

Zappix

FEBRUARY 20, 2024

Revolutionize your customer engagement and dramatically increase campaigns’ success with Zappix’s cutting-edge technology engine. This innovative solution empowers enterprises to digitally connect with their customers through targeted text messages, emails, and outbound calls, all seamlessly orchestrated by automated workflows.

Engineering 52

Engineering Enterprise Technology Personalization 52

AWS Machine Learning

JANUARY 12, 2023

This is guest post by Andy Whittle, Principal Platform Engineer – Application & Reliability Frameworks at The Very Group. At The Very Group , which operates digital retailer Very, security is a top priority in handling data for millions of customers. Overview of solution. The following diagram illustrates this architecture.

Engineering 107

Engineering APIs Accountability Metrics 107

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. The post Pre-Sales Engineer appeared first on Zappix.

Engineering 52

Engineering Sales Self service Big data 52

CSM Magazine

JANUARY 24, 2024

As part of this process, web development specialists analyze business needs and determine the best technological solutions. This approach allows enterprises to receive strategically important solutions to achieve their business goals. The collaborative nature of open source is a driving force for innovation in web development.

Engineering 52

Engineering Consulting Consulting Enterprise 52

CSM Magazine

APRIL 22, 2024

Brett Hewitt, Product Engineering Manager at Zuto emphasised the value of building technology in-house to enable rapid prototyping and iterative improvements based on customer feedback. Conversational agents are expected to become more prevalent, enabling fully digital twin journeys that seamlessly integrate with human support when needed.

outsourcing 52

outsourcing Engineering CRM Technology 52

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. x things by themselves with remote guidance than have an engineer visit indoors.

Management 145

Management Engineering voip outsourcing 145

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Ask yourself what was working well in the before-times, when high-touch, low-tech, analog interactions ruled, and make sure to leave room for those tried and tested tactics amidst the new, digital landscape. So, now what? Wait, say that again? Balance is key.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Connect

APRIL 18, 2024

However, Gen AI is not a plug-and-play solution. It is costly and complex to build out Gen AI capabilities as creating the modelling needed to derive insights from AI engines is intensive, requiring scarce and expensive resources like data scientists and other technical experts.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

OctopusTech

JANUARY 23, 2024

However, the true key to success lies in optimizing your Magento website for search engines. By implementing these strategies, you’ll not only improve your search engine rankings but also set the stage for taking your company to new heights in the competitive online marketplace.

Engineering 62

Engineering Enterprise Sales Management 62

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 123

Best practices Government Engineering Accountability 123

AWS Machine Learning

FEBRUARY 13, 2024

Let’s demystify this using the following personas and a real-world analogy: Data and ML engineers (owners and producers) – They lay the groundwork by feeding data into the feature store Data scientists (consumers) – They extract and utilize this data to craft their models Data engineers serve as architects sketching the initial blueprint.

Accountability 105

Accountability Government Engineering Scripts 105

AWS Machine Learning

APRIL 4, 2024

This solution was implemented at a Fortune 500 media customer in H1 2023 and can be reused for other customers interested in building news recommenders. Solution overview Amazon Personalize is a great fit to power a news recommendation engine because of its ability to provide real-time and batch personalized recommendations at scale.

Personalization 80

Personalization APIs Engineering Metrics 80

AWS Machine Learning

FEBRUARY 13, 2024

Solution overview We recommended that BigBasket rearchitect their existing FMCG product detection and classification solution using SageMaker to address these challenges. The following diagram illustrates the solution architecture. BigBasket was running this on a third-party platform, which incurred significant costs.

Engineering 100

Engineering Gamification Scripts Big data 100

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

CSM Magazine

JULY 22, 2022

Imagine hologram video calls (a bit like in Star Wars but hopefully clearer) and a real-time digital simulation of real-world scenarios. The metaverse can be a more powerful and real-time extension to the idea of digital twins. This will require both digital transformation and business model change.

Engineering 109

Engineering Self service Government Healthcare 109

TechSee

OCTOBER 9, 2018

Millennials, the notoriously digital-savvy generation born between 1980 and 2000, are a force to be reckoned with. Millennials love augmented reality and virtual reality, and there are an increasing number of practical business solutions for these immersive technologies. Cloud-based, omni-channel CRM solutions. Not for Ashley.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

CSM Magazine

SEPTEMBER 28, 2023

With end-to-end digital workflows, integration with the Xero accounting package, networking with other BigChange users, and an online customer booking portal, BigChange has already transformed the management of the mobile operation, improving efficiency and boosting customer service. “‘where are you?

Engineering 59

Engineering CRM Finance Education 59

AWS Machine Learning

JANUARY 13, 2023

Parsons Corporation (NYSE:PSN) is a leading disruptive technology company in critical infrastructure, national defense, space, intelligence, and security markets providing solutions across the globe to help make the world safer, healthier, and more connected.

Engineering 86

Engineering Education Transportation Enterprise 86

CSM Magazine

OCTOBER 27, 2023

Today’s advanced solutions are reshaping the way this sector operates. A prime example of such a solution is Search Engine Optimization (SEO), especially in the realm of proactive financial management. An accounting firm gains several notches up on search engines’ relevance ladder.

Finance 59

Finance Accountability Customer Service Engineering 59

AWS Machine Learning

OCTOBER 31, 2023

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. Schneider Electric is a leader in digital transformation of energy management and industrial automation.

Healthcare 100

Healthcare APIs Engineering Accountability 100

AWS Machine Learning

OCTOBER 6, 2023

Large language models (LLMs) are revolutionizing fields like search engines, natural language processing (NLP), healthcare, robotics, and code generation. Another essential component is an orchestration tool suitable for prompt engineering and managing different type of subtasks. A feature store maintains user profile data.

Personalization 111

Personalization Engineering Construction Transportation 111

AWS Machine Learning

FEBRUARY 27, 2024

Together with a central data platform team, the data science teams bring innovation and digital transformation through AI and ML solutions to the organization. Our solution: A new ML template on Amazon SageMaker Studio Building a full ML pipeline that is designed for an actual business case can be challenging.

Best practices 113

Best practices Engineering Scripts Analytics 113

Creative Virtual

OCTOBER 6, 2022

By Maria Ward, Account Manager & Knowledgebase Engineer. Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014. A translation engine is utilised to translate that input into English.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

CSM Magazine

AUGUST 1, 2023

This designation verifies that PCI Pal Agent Assist, Digital Payments, and IVR Payments all follow architectural and operational best practices, are being actively used by customers in production environments, and customers are enthusiastically advocating for the solution via Amazon Connect.

Interactive Voice Response 52

Interactive Voice Response Engineering Best practices Enterprise 52

Anexa BPO

OCTOBER 7, 2022

Cutting-edge companies are building what are referred to as “intelligent experience engines” to deliver high-quality customer experiences. And while building an intelligent experience engine might seem daunting at first glance – yes, it can be time-consuming, expensive, and complex – the results are undeniable.

Marketing 52

Marketing Engineering outsourcing Banking 52

AWS Machine Learning

SEPTEMBER 20, 2023

SageMaker Studio allows data scientists, ML engineers, and data engineers to prepare data, build, train, and deploy ML models on one web interface. SageMaker is a comprehensive ML service enabling business analysts, data scientists, and MLOps engineers to build, train, and deploy ML models for any use case, regardless of ML expertise.

Scripts 100

Scripts Engineering Accountability Enterprise 100

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “The future of customer experience lies in true-cloud solutions. .

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

JivoChat

APRIL 16, 2023

In light of digital marketing, it’s also now easier to reach out to target customers across multiple channels and collect valuable insights about their customers’ behaviors to improve their services and products. Their search engines are optimized to increase visibility in search engine results pages (SERPs).

Analytics 82

Analytics Engineering Advertising Sales 82