Tue.Jan 14, 2025

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How to Create Unforgettable Customer Experiences with Ronn Nicolli

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

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Insurance Technology Outlook 2025: Turning Disruption into Competitive Advantage

Concentrix

Learn to turn disruption into competitive advantage with our Insurance Technology Outlook report, with insights from insurance executives worldwide.

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Customer Service and CX New Years Resolutions That Are Easy to Keep

ShepHyken

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? Great question, and heres my answer: Ask and ye shall receive! There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.

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Unlocking complex problem-solving with multi-agent collaboration on Amazon Bedrock

AWS Machine Learning

Large language model (LLM) based AI agents that have been specialized for specific tasks have demonstrated great problem-solving capabilities. By combining the reasoning power of multiple intelligent specialized agents, multi-agent collaboration has emerged as a powerful approach to tackle more intricate, multistep workflows. The concept of multi-agent systems isnt entirely newit has its roots in distributed artificial intelligence research dating back to the 1980s.

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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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Insurance Technology Outlook 2025: Turning Disruption into Competitive Advantage

Concentrix

Learn to turn disruption into competitive advantage with our Insurance Technology Outlook report, with insights from insurance executives worldwide.

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Lesson #2 Revisited: AI and the Real Meaning of CX Measurement

PeopleMetrics

In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Its not! Both are critical, but they serve different purposes. Market research is about using customer feedback to answer strategic business questions. Its anonymous, often based on small, statistically relevant samples, and designed to provide aggregated insights into broad topics, like product preferences or advertising effectiveness.

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7 trends that will define telecommunications in 2025

Momentum Telecom

Big changes are coming to the telecom industry in 2025. Take one look at what happened to the industry in 2024 its not hard to see why. We saw the rapid buildout of 5G and 5G Advanced networks, industry-changing mergers and acquisitions, and significant improvements to AI. While these developments are important on their own, they play a part in something much bigger thats happening in the industry.

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Inbound Contact Center: Strategies for Success

Outsource Consultants

Inbound contact centers are the frontline of customer service , handling millions of customer inquiries daily. At Outsource Consultants, we’ve seen how effective strategies can transform these centers into powerful customer satisfaction engines. This blog post explores key components, best practices, and innovative technologies that drive success in contact center inbound operations.

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A Call Flow Reality Check

VirtualPBX

Call centers started in the 1960s and theyve evolved a lot over more than 60 decades. From the 1970s when telephone booking systems were patented and headsets were made popular thanks to NASA, to the 2000s when the internet made things more computer-generated and automated. Now, in the 2020s, call centers are turning to tools like AI and virtual agents to navigate customer support.

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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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Knowledge Base Maintenance: A Practical Framework

Help Scout

Creating a knowledge base is only half of the battle; you also need to keep it up to date. Help your customers get the most out of your content with regular knowledge base maintenance.

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How LMS Reviews Can Help You Avoid Common Pitfalls

CSM Magazine

The field of education and career growth is constantly changing. Adapting to trends and technologies that impact how we learn and develop professionally. Learning Management Systems (LMS) tools supporting learning and tasks while boosting student involvement have become indispensable in this dynamic landscape. However, the task of choosing the LMS can seem overwhelming, given the multitude of options available in the market.

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A Phone Call Answering Service That Offers More

Abby Connect

Highlighting Abby’s CALL DETAILS Feature Within the Portal & App Quality customer service goes beyond just answering the phone. While having a receptionist or call handler is essential, businesses now need tools that provide insights into customer interactions and help optimize follow-up processes.

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Call Center Analytics: How to Analyze Call Center Data

Balto

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. Businesses that harness the power of analytics can transform customer interactions, improve operational efficiency, and gain a competitive edge.

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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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The Players You Didn’t Expect: The Changing Landscape of Ad Platforms

Concentrix

Explore the rise of non-traditional ad platforms and how they can attract brands seeking to diversify their advertising revenue streams.

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How to Solve the 2025 Customer Retention Problem

The Petrova Experience

Its 2025, and businesses across sectors have a customer retention problem. U.S. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. Well after the pandemic’s immediate impacts on consumer behavior, customer retention remains a critical challenge for businesses. In every sector and among diverse markets.

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Product News – September 2024

Lumoa

Lumoa Product News for September 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate CX! Lumoa and Netigate Feedback are going to be merging into one super platform, called Netigate CX, capable of capturing the entire feedback lifecycle: Survey creation and distribution Report and analysis on customer feedback AI Summarie

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The Need for Speed: How Quickly Should You Respond to Leads?

JustCall

Time waits for no oneand neither do your leads. When it comes to lead response time, every second counts. In this blog, we break down why time is literally money for your sales engine and how you can optimize lead response time even when strapped for resources. Measuring the speed of opportunity Lead response time is simply the average time that an agent takes to follow up with a lead once they have self-identified as one.

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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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Product News – November 2024

Lumoa

Lumoa Product News for November 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Help us beta test our new translation engine! As feedback flows into the platform, we will translate it into a language of your choice.

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Engage Better, Collect Smarter: Omnichannel Strategies for Debt Recovery

NobelBiz

Effective debt recovery depends on engagement. Without establishing meaningful connections, even the most well-designed strategies will struggle to succeed. Historically, collection agencies relied on single-channel communication methods like phone calls or letters. These approaches worked for decades, but today they fall short of meeting the expectations of modern consumers.

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Product News – Top 10 features of the year!

Lumoa

Lumoa’s biggest features for 2024 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how the platform works – based on your feedback! So let’s get started counting down our top features of the year, starting with… Lumoa becomes Netigate By far the biggest news is that Lumoa is now a part of Netigate.