Mon.Nov 27, 2023

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How a Simple Search Bar Creates a Better Customer Experience

ShepHyken

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!

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The next generation: Leveraging customer success to drive value

Totango

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

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Top 5 Customer Service & CX Articles for Week of November 27, 2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.

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Driving Change: Fairways for Families 2023

Real Blue Sky

Just wrapped up the Fairways for Families golf tournament, presented by Real Blue Sky, and we’re still riding the high of what we’ve achieved. As a long-time supporter and board member of Embrace Texas , Bryant Richardson was inspired to see about 100 golfers come together for this cause. This event isn’t just about the love of the game; it’s Embrace’s main fundraiser, pivotal in supporting their mission.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Introducing three new NVIDIA GPU-based Amazon EC2 instances

AWS Machine Learning

Amazon Elastic Compute Cloud (Amazon EC2) accelerated computing portfolio offers the broadest choice of accelerators to power your artificial intelligence (AI), machine learning (ML), graphics, and high performance computing (HPC) workloads. We are excited to announce the expansion of this portfolio with three new instances featuring the latest NVIDIA GPUs: Amazon EC2 P5e instances powered by NVIDIA H200 GPUs, Amazon EC2 G6 instances featuring NVIDIA L4 GPUs, and Amazon EC2 G6e instances powered

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Transforming career development through AI

Cisco - Contact Center

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.

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AWS AI services enhanced with FM-powered capabilities

AWS Machine Learning

Artificial intelligence (AI) continues to transform how we do business and serve our customers. AWS offers a range of pre-trained AI services that provide ready-to-use intelligence for your applications. In this post, we explore the new AI service capabilities and how they are enhanced using foundation models (FMs). We focus on the following major updates in this post across key AI services: Amazon Transcribe now offers FM-powered language support across over 100 languages to unlock rich insight

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Building a greener tomorrow: the power of partnerships

Cisco - Contact Center

Co-authored by Ilham Rahali, Head of Commercial Partnerships at Orange Business, and Pascal Allochon, Partner Sales Leader at Cisco in France.

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Harmonizing sales and CS to drive revenue growth and deliver value

Totango

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Totango’s SVP of Customer Success Chris Dishman recently sat down with the Customer Success Collective in an exclusive episode of the CS School Podcast where he offered some keen insights into how to create and foster a harmonious relationship between sales and CS.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Simplify data prep for generative AI with Amazon SageMaker Data Wrangler

AWS Machine Learning

Generative artificial intelligence ( generative AI ) models have demonstrated impressive capabilities in generating high-quality text, images, and other content. However, these models require massive amounts of clean, structured training data to reach their full potential. Most real-world data exists in unstructured formats like PDFs, which requires preprocessing before it can be used effectively.

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Return to Sender: Why DMARC is no longer a “nice to have”

Cisco - Contact Center

The continued prevalence of email vulnerabilities has increased the need for an advanced enterprise DMARC solution that makes it easier for Cisco customers to secure their domains quickly, and… Read more on Cisco Blogs

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CustomerSure named as Finalist in the UK Customer Satisfaction Awards

customer sure

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. These awards, part of the ICS Annual Conference , recognise and celebrate the organisations delivering outstanding customer experience, whether it be through people, initiatives or software like ours.

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What is CSAT? Customer Satisfaction Score Definition & Measurement

Nicereply

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. In today’s competitive business landscape, the one thing that sets companies apart is not just the quality of the products they offer, but the experience they provide to their customers. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Maximizing Business Efficiency with Advanced Call Logging Techniques

NobelBiz

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making. This comprehensive guide explores the nuances of advanced call logging and how it can revolutionize your business operations.

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Challenges impacting the credit and collections industry

Callminer

Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections industry.

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Key Account Managers: The Unsung Heroes of Your Business

Kapta Customer Success

Hitting your business goals would be more difficult without key account managers. Here are their many contributions to your long-term business growth and success.

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Sustainability 101: What is the circular economy?

Cisco - Contact Center

Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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How Businesses Can Leverage Voice AI Solutions for SAP Customer Experience

3CLogic

Despite the advances in technology especially when it comes to communication channels, voice is still the go-to method for most customers reaching out for support. Artificial Intelligence (AI) language models may increase the sophistication of customer service, but customers still want to hear a voice at the other end of their interaction. In fact, 80% of consumers rank phone interactions as their preferred customer service channel.

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Explore Cisco IOS XE Automation at Cisco Live in Melbourne

Cisco - Contact Center

Ready to dive deeper into Cisco IOS-XE programmability, automation, and telemetry? Then join us at Cisco Live APJC in Melbourne December 5 – 8, 2023!

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Boost inference performance for LLMs with new Amazon SageMaker containers

AWS Machine Learning

Today, Amazon SageMaker launches a new version (0.25.0) of Large Model Inference (LMI) Deep Learning Containers (DLCs) and adds support for NVIDIA’s TensorRT-LLM Library. With these upgrades, you can effortlessly access state-of-the-art tooling to optimize large language models (LLMs) on SageMaker and achieve price-performance benefits – Amazon SageMaker LMI TensorRT-LLM DLC reduces latency by 33% on average and improves throughput by 60% on average for Llama2-70B, Falcon-40B and CodeLlama-34B m

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Next stop, the future.

Cisco - Contact Center

Cisco Live Melbourne  is coming up next week. I can’t wait to spend time with Cisco customers and partners at this year’s event December 5-8, 2023.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Democratize ML on Salesforce Data Cloud with no-code Amazon SageMaker Canvas

AWS Machine Learning

This post is co-authored by Daryl Martis, Director of Product, Salesforce Einstein AI. This is the third post in a series discussing the integration of Salesforce Data Cloud and Amazon SageMaker. In Part 1 and Part 2 , we show how the Salesforce Data Cloud and Einstein Studio integration with SageMaker allows businesses to access their Salesforce data securely using SageMaker and use its tools to build, train, and deploy models to endpoints hosted on SageMaker.

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