Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center. Connected Digital CX.

Technology 78

Technology Customer Service Contact Center Technical Support 78

SmartAction

OCTOBER 23, 2020

Earlier this month, Choice Hotels, the 2nd largest hotel franchiser in the world with more than 7,000 locations, took the stage for the virtual Customer Response Summit hosted by Execs In The Know. For the first time, they spoke out about their bumpy journey to getting a conversational AI experience worth talking about.

Virtual Agent 81

Virtual Agent Self service Upselling Big data 81

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

bold360 Blog

MAY 14, 2020

I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. The customer is the hero of the story. It also shows a great career opportunity for folks that rose up through the ranks of the contact center. Subscribe via iTunes , Spotify and more. Nate Brown.

Contact Center 52

Contact Center Customer Experience Journey mapping Average Handle Time 52

AWS Machine Learning

NOVEMBER 22, 2023

Customers across all industries run IDP workloads on AWS to deliver business value by automating use cases such as KYC forms, tax documents, invoices, insurance claims, delivery reports, inventory reports, and more. This post focuses on the Sustainability pillar of the IDP custom lens.

Automotive 87

Automotive Best practices Management Technology 87

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. The most alarming were those with high-quality scores but low CSAT — especially if you view quality as the company’s gauge of the customer experience and CSAT as the customer’s gauge. In the modern contact center, these ARE customer experience metrics.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

AWS Machine Learning

MARCH 15, 2024

In today’s landscape of one-on-one customer interactions for placing orders, the prevailing practice continues to rely on human attendants, even in settings like drive-thru coffee shops and fast-food establishments. The workflow consists of the following steps: A customer places the order using Amazon Lex.

APIs 119

APIs Engineering Technology CRM 119

Pointillist

SEPTEMBER 26, 2018

Most organizations now report having some level of customer experience measurement program in place. But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. By Swati Sahai.

Metrics 65

Metrics Customer Experience Analytics Feedback 65

AWS Machine Learning

NOVEMBER 16, 2022

Today, many AWS customers are building enterprise-ready machine learning (ML) platforms on Amazon Elastic Kubernetes Service (Amazon EKS) using Kubeflow on AWS (an AWS-specific distribution of Kubeflow) across many use cases, including computer vision, natural language understanding, speech translation, and financial modeling. CloudWatch.

Metrics 67

Metrics Scripts Enterprise APIs 67

AWS Machine Learning

SEPTEMBER 14, 2023

Today, generative AI models cover a variety of tasks from text summarization, Q&A, and image and video generation. Fine-tuning allows you to adjust these generative AI models to achieve improved performance on your domain-specific tasks. The code presented in this blog can also be used to fine-tune other FMs, such as Llama-2 13b.

Accountability 106

Accountability APIs Scripts Engineering 106

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Self service Metrics Analytics 40

AWS Machine Learning

NOVEMBER 20, 2023

When using generative AI for question answering, RAG enables LLMs to answer questions with the most relevant, up-to-date information and optionally cite their data sources for verification. The first option is fast launch notebooks available through SageMaker Studio. There are two options for using notebooks in SageMaker. embeddings.

APIs 95

APIs Entertainment Accountability Customer Experience 95

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

AWS Machine Learning

SEPTEMBER 29, 2023

In late 2023, Planet announced a partnership with AWS to make its geospatial data available through Amazon SageMaker. Assessing and mitigating damage – Finally, crop segmentation can be used to quickly and accurately identify areas of crop damage in the event of a natural disaster, which can help prioritize relief efforts.

Engineering 110

Engineering Metrics APIs Surveys 110