Mon.Sep 30, 2024

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4 ways data-driven insights create frictionless customer journeys.

Connect

By Charlene George, Sales Director at Connect SA Amid the intense competition of today’s market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle. Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

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Top 5 Customer Service & CX Articles for Week of September 30, 2024

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 comments about each article and would like to hear what you think too. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.

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How Visual Service and AI Redefine CX Across Industries

TechSee

In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics indu

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5 Reasons Why Developers Should Attend Security Conferences

Cisco - Contact Center

On the first night of BlackHat USA, I made conversation with a few friendly penetration testers who were perplexed when I told them I was a developer. Why would I be at a cybersecurity conference? …What was I hoping to get out of it?

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Using task-specific models from AI21 Labs on AWS

AWS Machine Learning

In this blog post, we will show you how to leverage AI21 Labs’ Task-Specific Models (TSMs) on AWS to enhance your business operations. You will learn the steps to subscribe to AI21 Labs in the AWS Marketplace, set up a domain in Amazon SageMaker, and utilize AI21 TSMs via SageMaker JumpStart. AI21 Labs is a foundation model (FM) provider focusing on building state-of-the-art language models.

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3 Strategies for Managing Customer Recovery Following Car Accidents

CSM Magazine

When you’re in customer service and a client calls in the wake of an auto accident they’ve been involved in, you have to deliver an exceptional experience from the word go. They’re counting on you to steer them through the chaos, so you need effective strategies to support them while keeping your company’s standards high. With that in mind, here’s a look at some practical methods for handling these sensitive situations, with the end goal of enhancing client trust and satisfaction.

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IntouchCX To Add Over 850 Customer Service Roles In Honduras

24-7 InTouch

Tegucigalpa, Honduras – September 30, 2024 – IntouchCX, a global leader in customer experience and technology solutions, hiring over 850 bilingual (English and Spanish) customer service positions in Honduras this year. This expansion includes team leaders and operations manager roles, fueling the company’s rapid growth. Founded in Canada in 2000, IntouchCX employs over 25,000 people across 24 campuses in 14 countries, with more than 1,200 team members in Tegucigalpa and 500 in San Pedro Sula.

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How a Motorcycle Accident Lawyer Aids Victims

CSM Magazine

Motorcycle accidents are a growing concern on Texas roads, with 1,447 crashes occurring in 2022 alone, resulting in 226 fatalities. In 2023, this number decreased to 204 fatalities from 1,394 crashes. The devastating consequences of these incidents highlight the need for experienced representation. A skilled motorcycle accident lawyer can aid you to get legal help and make a significant difference in the outcome of your case, ensuring you receive fair compensation for medical expenses, lost wage

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Import a question answering fine-tuned model into Amazon Bedrock as a custom model

AWS Machine Learning

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI. Common generative AI use cases, including but not limited to chatbots, virtual assistants, conversational search, and agent assistants, use FMs to pr

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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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The Importance of Reporting Workplace Neck Injuries Promptly

CSM Magazine

In the vibrant city of San Diego, workplace safety remains a critical focus for both employers and employees. With the bustling economy and diverse industries present, workplace injuries, including the common workplace neck injury , can occur in various settings. From the tech sector to construction sites, the risk of neck injuries from repetitive strain or sudden accidents is a real concern.

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Nick Cegelski On How Founders Without Sales Experience Can Succeed as Their Company’s First Seller

JustCall

It’s a bit ironic, isn’t it? Many founders start as tinkerers, building their first product in garages and rooms. Usually alone, sometimes collaborating with a handful of other folks. And yet, when their passion becomes their livelihood, they are expected to step up and do the thing that terrifies all (first-time?) founders. Sell! We’re not even talking about selling their vision to investors.

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Security Concerns Resulting in ‘Cautionary’ AI Adoption in Customer Service, New Survey Finds

CSM Magazine

A new survey released today has found that a key barrier to the adoption of Artificial Intelligence (AI) in the customer service sector lies in security concerns, with ad-hoc unregulated AI usage on the rise across enterprises. Commissioned by CommBox , an enterprise-grade omnichannel, AI-powered customer experience platform, the survey gathered insights from over 1,000 consumers and 250 managers in customer-facing roles to help assess current attitudes towards the technology, as well as adopti

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