Beyond Philosophy

APRIL 26, 2024

In this episode, Colin and Ryan tackle a listener’s question about the psychology of customer loyalty , delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the import

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Interactions

APRIL 26, 2024

In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short.

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Scripts Customer centricity Chatbots Technology 62

MiaRec

APRIL 26, 2024

The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.

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Quality Contact Solutions

APRIL 26, 2024

For businesses that depend on telesales for consumer sales and customer engagement, adhering to stringent compliance standards is essential for protecting the brand’s reputation and forming the basis of trust with prospective customers. DNC, TCPA, 10DLC, and PEWC are all acronyms that all consumer sales and marketing organizations have become intimately acquainted with thanks to the FCC (what?!

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CSM Magazine

APRIL 26, 2024

In today’s era, Learning Management Systems (LMS) have become tools for organizations to provide effective training and education. However, a common issue users face is the significant time investment required to generate reports from their LMS. Fortunately, strategies and best practices exist that can help reduce the time spent on LMS reporting. 1.

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24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment.

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Government Customer centricity Technology Management 52

CSM Magazine

APRIL 26, 2024

HubSpot is one of the top CRM platforms currently available on the market. Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. It’s a great way to get ahead of your competition. But HubSpot comes with a wide range of features. The problem is that the system is incredibly complex underneath the skin, so it’s not always easy to get it up and running.

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Cisco - Contact Center

APRIL 26, 2024

This year at Cisco Live EMEA in Amsterdam, the Cisco Store began a new initiative to continue promoting sustainability in our daily operations.

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AWS Machine Learning

APRIL 26, 2024

Today, we are excited to announce that the DBRX model , an open, general-purpose large language model (LLM) developed by Databricks , is available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. The DBRX LLM employs a fine-grained mixture-of-experts (MoE) architecture, pre-trained on 12 trillion tokens of carefully curated data and a maximum context length of 32,000 tokens.

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Cisco - Contact Center

APRIL 26, 2024

This is Part III of a three-blog series on solutions to overcome challenges associated with bridging the digital divide.

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delighted

APRIL 26, 2024

Less than six months ago, we introduced Delighted Surveys , a from-scratch survey solution, that radically expanded the variety of surveys you could create on our platform. By design, Delighted Surveys offers a blank canvas for you and your team to build any survey you can think of – including customer experience (CX) surveys and any other survey use case imaginable.

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Surveys Best practices CRM Feedback 52

CSM Magazine

APRIL 26, 2024

As customer expectations continue to rise, organisations must adapt quickly and leverage the latest technologies to stay ahead of the curve. At our recent Disrupt event in London , Sabio’s Mel Bogin and Nicole Regensburg, Global Partner Managers for Salesforce and Genesys/Amazon respectively, joined Craig Murray (Salesforce) and Jeroen Sourbon (Genesys) to discuss the powerful potential of their recent much-publicised collaboration; a collaboration which saw the launch of CX Cloud in late 2023.

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AWS Machine Learning

APRIL 26, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). In previous posts, we covered new capabilities like hybrid search support , metadata filtering to improve retrieval accuracy , and how Knowledge Bases for Amazon Bedrock manages the end-to-end RAG workflow.

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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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