Trending Articles

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Don’t Wait to Get Feedback Until After the Experience Is Over 

ShepHyken

I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.

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Enhancing LLM Capabilities with NeMo Guardrails on Amazon SageMaker JumpStart

AWS Machine Learning

As large language models (LLMs) become increasingly integrated into customer-facing applications, organizations are exploring ways to leverage their natural language processing capabilities. Many businesses are investigating how AI can enhance customer engagement and service delivery, and facing challenges in making sure LLMs driven engagements are on topic and follow the desired instructions.

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Lesson #10 Revisited: B2B VoC vs. B2C VoC—AI Enhances Both, But the Human Element Still Matters

PeopleMetrics

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. That hasnt changed. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

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Accelerate digital pathology slide annotation workflows on AWS using H-optimus-0

AWS Machine Learning

Digital pathology is essential for the diagnosis and treatment of cancer, playing a critical role in healthcare delivery and pharmaceutical research and development. Pathology traditionally relies heavily on pathologist expertise and experience to conduct meticulous examination of tissue samples to identify abnormalities. However, the increasing complexity and volume of cases necessitate advanced tools to assist pathologists in making faster, more accurate diagnoses.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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When is it time to centralize your customer team’s AI?

ChurnZero

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. However, only 21% said they have purpose-built AI products in their CS tech stacks. Optimistically, we can infer a healthy picture of experimentation and pilot projects with AI point products. It makes sense to try point solutions, especially if your CS team is still figuring out other things like your renewal process and plays, or your adoption methodology.

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Transforming Ordinary Businesses Through Extraordinary Experiences with Vance Morris

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers? How can businesses use unique customer experiences to stand out in a competitive market?

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How To Use Customer Service To Increase Profits For An E-commerce Store

Return Customer

When it comes to any type of business, great customer service is key to making more money. If you run an online store, its even more important. Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. Modern shoppers want more than good products. They expect a shopping experience that feels personal and memorable.

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How Travelers Insurance classified emails with Amazon Bedrock and prompt engineering

AWS Machine Learning

This is a guest blog post co-written with Jordan Knight, Sara Reynolds, George Lee from Travelers. Foundation models (FMs) are used in many ways and perform well on tasks including text generation, text summarization, and question answering. Increasingly, FMs are completing tasks that were previously solved by supervised learning, which is a subset of machine learning (ML) that involves training algorithms using a labeled dataset.

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10 Tips for Delivering Exceptional Customer Service in Call Centers

TeleDirect

10 Tips for Delivering Exceptional Customer Service in Call Centers Providing high-quality customer service is the foundation of a successful call center. 10 Tips for Delivering Exceptional Customer Service in Call Centers will help agents improve interactions, boost customer satisfaction, and enhance brand loyalty. The best American call centers and top call outsourcing companies implement these strategies to maintain service excellence.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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Top Customer Satisfaction Survey Companies of 2025

Interaction Metrics

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction. This guide covers the top customer satisfaction survey companies of 2025.

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Contact centre cloud migration data layering

Connect

Layering in data lakes determines whether cloud migrations sink or swim. By Tim North, Global Strategy Director at Connect. According to Gartner predictions, more than 50% of enterprises will use industry cloud platforms by 2028, as greater agility and the ability to access new digital capabilities become a business necessity to maintain relevance and competitiveness.

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Call Center FCR Benchmark 2024 Results by Industry

SQM Group

Let's explore the 2024 FCR benchmark results. Highlighting trends, challenges, and advancements.

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Outsourcing Call Centers: A Flexible Solution for U.S. Businesses in Uncertain Times

TeleDirect

Outsourcing Call Centers: A Flexible Solution for U.S. Businesses in Uncertain Times In todays unpredictable business environment, companies must remain agile to survive economic shifts, market changes, and unexpected crises. Outsourcing call centers: a flexible solution for U.S. businesses in uncertain times offers organizations the adaptability they need to scale operations, reduce costs, and maintain high-quality customer service.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Help Scout Remains Committed to DEI

Help Scout

Help Scout hasnt wavered in our commitment to diversity, equity, and inclusion, which to us means creating a workplace that truly works for everyone.

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How Changing Sports Broadcast Rights Impacts the Fan Experience

Concentrix

Explore how changing sports broadcast rights are reshaping the fan experience, and how to strengthen fan connections.

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10 Best Practices for Healthcare Call Center

OctopusTech

Healthcare call centers are an integral part of ensuring patient safety and satisfaction. Being the first point of contact between patients and a healthcare organization, the call center handles concerns and inquiries. By following industry best practices for healthcare call centers, your organization can address patient needs better and deliver exceptional care. 1.

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Harnessing Amazon Bedrock generative AI for resilient supply chain

AWS Machine Learning

From pandemic shutdowns to geopolitical tensions, recent years have thrown our global supply chains into unexpected chaos. This turbulent period has taught both governments and organizations a crucial lesson: supply chain excellence depends not just on efficiency but on the ability to navigate disruptions through strategic risk management. By leveraging the generative AI capabilities and tooling of Amazon Bedrock , you can create an intelligent nerve center that connects diverse data sources, co

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Your Roadmap to Successful AI Implementations in the Contact Center

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.

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How Customer Support Software Enhances Business Efficiency and Customer Satisfaction?

Wowdesk Blog

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction. This software helps automate tasks, centralize data, and optimize communication, allowing businesses to resolve issues faster, personalize customer interactions, and reduce costs.

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Why Customer Experience Needs a Reality Check in 2025

CSM Magazine

The customer experience (CX) industry is literally standing at a crossroads, where the dazzling promises of artificial intelligence clash with the harsh realities of day-to-day operations. So, with the new year well underway and indeed February just around the corner – it’s time to separate the signal from the noise and address some of the big talking points in the industry… The Dawn of Agentic AI: A Game-Changing Opportunity Let’s start with the AI circus.

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Built for Complexity: How Interactions IVA Rises to Insurance Challenges

Interactions

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance tha

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Call Center Forecasting Methods Part 1: How to Forecast Workload

Injixo

Contact center forecasting is the cornerstone of planning. And it can be challenging, especially for beginners. There are several call center forecasting methods to learn. And as your planning capabilities mature, stakeholder expectations about results like forecast accuracy will start to grow as well. Its common to focus entirely on the short-term forecasting that forms an input to the scheduling process.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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OfferUp improved local results by 54% and relevance recall by 27% with multimodal search on Amazon Bedrock and Amazon OpenSearch Service

AWS Machine Learning

This post is co-written with Andrs Vlez Echeveri and Sean Azlin from OfferUp. OfferUp is an online, mobile-first marketplace designed to facilitate local transactions and discovery. Known for its user-friendly app and trust-building features, including user ratings and in-app chat, OfferUp enables users to buy and sell items and explore a broad range of jobs and local services.

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Help Scout Now Includes Unlimited Seats

Help Scout

2025 marks 14 years in business for Help Scout, and we recently made the most radical decision in our history: Help Scout no longer charges per seat.

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Influencing a CX+EX+PX-Based Way of Life is Crucial Now

ClearAction

Influencing a CX+EX+PX-Based Way of Life is Crucial Now Lynn Hunsaker Who fuels your enterprise's growth? Customers fund salaries, budgets, and dividends Employees provide what customers need Partners deliver what customers need Accordingly, anything your enterprise is doing that's out of alignment with customer, employee, and partner needs (CX+EX+PX) is waste!

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Brands That Mastered the Customer Service Recovery Paradox (And How They Did It)

CSM Magazine

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. But what if the right response could not only fix the situation but actually make them more loyal than before? Thats the concept behind the Customer Service Recovery Paradox. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred.

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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Why Every Business Needs Helpdesk Ticketing System Software for Customer Support?

Wowdesk Blog

Businesses receive inquiries, complaints, and requests from multiple channels, making it challenging to track and resolve issues efficiently. A helpdesk ticketing system simplifies this process by organizing customer interactions, ensuring timely responses, and enhancing team collaboration. Without a structured system, businesses risk losing customers due to delayed or unresolved issues.

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Build a multi-interface AI assistant using Amazon Q and Slack with Amazon CloudFront clickable references from an Amazon S3 bucket

AWS Machine Learning

There is consistent customer feedback that AI assistants are the most useful when users can interface with them within the productivity tools they already use on a daily basis, to avoid switching applications and context. Web applications like Amazon Q Business and Slack have become essential environments for modern AI assistant deployment. This post explores how diverse interfaces enhance user interaction, improve accessibility, and cater to varying preferences.

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How Do You Manage Support During Federal Holidays?

Help Scout

Staffing your customer support function during public holidays can be a frustrating and difficult part of people management. Mat explores some options for getting the job done.