CSM Magazine

FEBRUARY 12, 2024

From establishing clear objectives to delivering a memorable experience, every aspect of your event should be strategically orchestrated to reflect your company’s values and expertise. Organizing events that provide a global experience requires the help of an event production company.

Entertainment 95

Entertainment Benchmark Transportation Advertising 95

Zappix

MARCH 13, 2024

By leveraging its expertise in digital engagement and transforming customer experiences, Zappix empowers utility companies to integrate digital technologies into their service delivery strategy seamlessly. Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

AWS Machine Learning

NOVEMBER 17, 2023

From enhancing the conversational experience to agent assistance, there are plenty of ways that generative artificial intelligence (AI) and foundation models (FMs) can help deliver faster, better support. With the increasing availability and diversity of FMs, it’s difficult to experiment and keep up-to-date with the latest model versions.

APIs 85

APIs Customer Service Construction Analytics 85

Outsource Consultants

FEBRUARY 21, 2024

They can proactively find solutions based on unique needs, whether it’s calming a distraught customer or offering styling tips alongside product recommendations. Improved Agent Experience: AI offers boosted morale, optimized schedules, and real-time feedback for self-improvement.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

AWS Machine Learning

SEPTEMBER 28, 2023

Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity. Although enterprise knowledge bases have, over time, improved the customer experience, they can still be cumbersome and difficult to use.

Enterprise 94

Enterprise Real estate Chatbots Construction 94

VirtualPBX

APRIL 2, 2024

Automatic Call Distribution & Routing: With our Automatic Call Distribution, you’re not just managing queues – you’re orchestrating seamless customer experiences. CRM Integrations Supercharge productivity with seamless CRM integrations , enabling automatic screen pops, task creation, and click-to-call functionality.

contact center solutions 98

contact center solutions Contact Center CRM Analytics 98

AWS Machine Learning

MAY 25, 2023

This post was co-authored by Brian Curry (Founder and Head of Products at OCX Cognition) and Sandhya MN (Data Science Lead at InfoGain) OCX Cognition is a San Francisco Bay Area-based startup, offering a commercial B2B software as a service (SaaS) product called Spectrum AI.

Analytics 65

Analytics Engineering Accountability Enterprise 65

AWS Machine Learning

AUGUST 30, 2022

Some common use cases include product recommendations on online retail stores, personalizing newsletters, generating music playlist recommendations, or even discovering similar content on online media services. Orchestrating the Amazon Personalize batch inference jobs using AWS Step Functions. Solution overview. Prerequisites.

Personalization 73

Personalization APIs Wait times Accountability 73

AWS Machine Learning

DECEMBER 8, 2022

Significant effort and resources are put into making these models more accurate since this investment directly results in better products and experiences. In this post we cover how Exafunction and AWS Inferentia work together to unlock easy and cost-efficient deployment for ML models in production. Solution overview.

Engineering 68

Engineering APIs Metrics SaaS 68

Quadient

SEPTEMBER 7, 2022

Quadient Leads in Omnichannel Orchestration & Journey Management: Aspire Leaderboard. Quadient appears in the Leaders' quadrant for Communications Experience Platforms (CXP), Vendor-hosted SaaS CCM, and AnyPrem CCM Software on the Aspire Leaderboard for 2022, with the default vendor rankings in place. Marissa Feigen.

Journey mapping 52

Journey mapping Management SaaS CRM 52

AWS Machine Learning

OCTOBER 13, 2022

At Amazon Search, we’re responsible for the search and discovery experience for our customers worldwide. In the background, we index our worldwide catalog of products, deploy highly scalable AWS fleets, and use advanced machine learning (ML) to match relevant and interesting products to every customer’s query. The challenge.

APIs 71

APIs Engineering Management Personalization 71

Quadient

JULY 25, 2022

The three major updates include: splitting the CCM grid into a separate AnyPrem and SaaS grid, introducing a new CXP (Communications Experience Platforms) grid, and expanding the dynamic grid filters. Then, we invite you to discuss your future state customer experience needs with Quadient. Experience. Product line category.

Marketing 95

Marketing SaaS Technology Feedback 95

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Friction-free orchestration.

SaaS 87

SaaS Best practices CRM Enterprise 87

AWS Machine Learning

DECEMBER 13, 2023

To deliver value, they must integrate into existing production systems and infrastructure, which necessitates considering the entire ML lifecycle during design and development. The resulting trained ML model is then deployed from the SageMaker Model Registry to staging and production environments upon manual approval.

Construction 99

Construction Accountability Engineering Personalization 99

Solvvy

APRIL 1, 2022

Amy Street, Solvvy’s Head of Child Experience (CX). With insights in tow, Solvvy’s product and engineering teams got to work and, using our no-code, drag-and-drop Workflow builder, were able to create several new frameworks to ensure parents can orchestrate an intelligent journey for their children.

Personalization 108

Personalization Engineering 108

delighted

DECEMBER 8, 2021

Put your Delighted customer experience program on autopilot with 6 new integrations, all geared towards automating key aspects of the experience management process. Automatically correlate trends in customer sentiment to your organization’s key performance indicators, product lines, and more.

Feedback 77

Feedback Coaching Surveys Marketing 77

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 83

Customer Experience Customer Service Virtual Agent Self service 83

Zappix

FEBRUARY 6, 2024

PRWEB) Feb 6, 2024 Zappix , a leading provider of AI-Powered Digital Engagement Platform, is delighted to announce the launch of the enhanced Zappix Digital Outreach product. Automated workflows seamlessly orchestrate all interactions, streamlining communication processes and ensuring timely, relevant engagements. BURLINGTON, MASS.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

Inbenta

JUNE 12, 2023

These same companies also want to maintain a positive customer experience through meaningful customer service interactions. Even more compelling is that one negative Chatbot experience can drive away 30% of customers. If used correctly, Chatbots can have a significant positive impact on customer experience.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. Dynamic engagement : Ability to orchestrate human and digital CS resources to provide optimal customer experiences.

Customer retention 84

Customer retention Enterprise Analytics Personalization 84

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more.

Feedback 247

Feedback Technology Personalization Customer Service 247

AWS Machine Learning

NOVEMBER 3, 2022

With hundreds of millions of products available, a scalable decision mechanism is needed to continuously learn from product testing and customer feedback. The inference for the entire inventory of products is performed monthly, and a daily inference is performed to deliver just-in-time predictions for the newly added inventory.

Metrics 74

Metrics Engineering Feedback APIs 74

CSM Magazine

NOVEMBER 10, 2022

Financial services leaders are increasing their focus on digital-first initiatives to optimize the customer experience and increase retention and loyalty – a trend that emerged out of pandemic necessity and became a preference that is here to stay. The Importance of a Digital-First Mindset. Optimizing Digital-First Customer Engagement.

Banking 52

Banking Customer Experience Finance Customer centricity 52

Totango

FEBRUARY 8, 2021

Our products are designed to be easy to use, intuitive, and scalable for all companies – no matter how big or small – which is why winning awards like this one, that is based on verified reviews from our real customers, are incredibly powerful.

Analytics 95

Analytics Enterprise Metrics Marketing 95

AWS Machine Learning

JULY 8, 2022

SageMaker enables you to implement MLOps best practices throughout the ML lifecycle, and provides templates and toolsets to reduce the undifferentiated heavy lifting to put ML projects in production. Orchestrate the workflow with Amazon SageMaker Pipelines. This prepares us to be MLOps ready when the ML project goes to production.

Best practices 79

Best practices Scripts Construction Management 79

Natalie Petouhof

AUGUST 15, 2022

He’s advocating for big changes in the customer experience (CX) game, based on not just new technologies but a new leadership mindset – and a new economic model. Tony argues for a new metric, empathy-based corporate value (EBCV) and a new measure, an Experience Index, which measures empathy, efficiency, and effectiveness.

Customer Experience 52

Customer Experience Metrics Technology Contact Center 52

CSM Magazine

JULY 7, 2022

Total Experience can be a powerful tool for engagement and growth, but only with an intentional strategy behind it. Kate Kompelien, Executive Director of Experience Strategy at Avtex, explains. Too often we focus on what matters to employees only from a human resources perspective and overlook the customer experience perspective.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

Quadient

JULY 25, 2022

Integrating journey maps into your organization’s platforms is critical so that every department is in sync with each customers’ journey and can deliver a great customer experience (CX). It’s critical that your customers enjoy their experience interacting with your business. What is a Customer Journey Map?

Journey mapping 52

Journey mapping Customer centricity Best practices Customer Experience 52

Hodusoft

MAY 26, 2022

“We are absolutely delighted to receive this badge from Gartner as we execute on our mission to empower businesses of all sizes to redefine their communication to provide their customers with a stellar experience. HoduCC has been enriching the customer service experience for small, medium, and large enterprises.

Call Center 98

Call Center Interactive Voice Response call center software voip 98

Connect

DECEMBER 11, 2023

By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chat bots or conversational virtual agents. Better agent experience. AI-based decisioning can field and prioritise inbound calls. Operational benefits.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

JustCall

OCTOBER 16, 2023

The trick is to orchestrate a seamless transfer process to reduce customer frustrations. However, do it shoddily and too often, and the bumps in the road will wreck the customer experience. Lower Efficiency : Frequent and unnecessary call transfers bring down the overall productivity and capacity of the contact center.

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

ConvergeOne

JUNE 14, 2022

In most all cases, this takes the form of a standardized spine-leaf network topology as it is massively scalable and performant, using BGP-EVPN for the control plane, VXLAN for the data plane and a software controller to orchestrate provisioning, deployment, mobility and location services. Now is the time to level up.

Transportation 76

Transportation Wireless Enterprise Technology 76

Hero Digital

NOVEMBER 18, 2020

Unlike retail, tech, or even financial services, things move slowly in a complex, high-stakes industry whose only product is our health and wellbeing. At Hero Digital, we see three macro-trends powering this movement, trends that are shaping the customer experience not just in healthcare but across every industry: 1.

Customer Experience 98

Customer Experience Healthcare Management 98

VirtualPBX

APRIL 2, 2024

Automatic Call Distribution & Routing: With our Automatic Call Distribution, you’re not just managing queues – you’re orchestrating seamless customer experiences. CRM Integrations Supercharge productivity with seamless CRM integrations , enabling automatic screen pops, task creation, and click-to-call functionality.

contact center solutions 52

contact center solutions Contact Center CRM Analytics 52

Momentum Telecom

OCTOBER 21, 2021

WAN Product of the Year Award by TMC, a global integrated media company. Momentum Navigator SD-WAN runs on universal customer-premises equipment (CPE) hardware, enabling high-speed networking and SDN/NFV orchestration supporting multi-WAN fiber, carrier Ethernet, and 4G/LTE uplinks. The Momentum Navigator SD-WAN Difference.

Wireless 98

Wireless Construction Technology Customer Support 98

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors. An orchestrating agent coordinates the different components.

Personalization 109

Personalization Engineering Construction Transportation 109