Sat.Mar 23, 2024 - Fri.Mar 29, 2024

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How to Ask for a Review: Strategies and Examples to Boost Your Brand Reputation

InMoment XI

Learning how to ask for a review can do wonders for your brand. Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience.

Examples 260
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The New Strategic Growth Blueprint for Successfully Reimagining Market Research

C3Centricity

It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. What they all need is a strategic growth blueprint.

Marketing 226
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Empowering Insights: Custom Reporting Periods for Enhanced Analytics

IntouchInsight

We're excited to announce a significant enhancement to our reporting capabilities based on valuable customer feedback. Over the past few months, our team has been hard at work delivering a highly-requested feature: the ability for organizations to create and utilize custom reporting periods.

Report 156
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[Experience Action Podcast] CX Pulse Check – March 2024

Experience Investigators by 360Connext

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education.

Banking 143
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Predictive Analytics Examples that Demonstrate Its Impact on Customer Experience

InMoment XI

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored.

Analytics 260

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American Coffee Preferences: A Brief Insight

IntouchInsight

When getting a quick cup of coffee or a breakfast sandwich on the go, the drive-thru has become an essential feature for many Americans. In fact, according to a recent survey, almost half of US consumers consider drive-thru facilities to be crucial when selecting where to grab their morning brew.

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We Work Hard to Make It Look Easy

ShepHyken

My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of

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Automotive Reputation Management: Win with Digital and Drive Customer Acquisition

InMoment XI

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. — brands must recognize that the ability to manage their digital channels and digital reputation is

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Build a receipt and invoice processing pipeline with Amazon Textract

AWS Machine Learning

In today’s business landscape, organizations are constantly seeking ways to optimize their financial processes, enhance efficiency, and drive cost savings. One area that holds significant potential for improvement is accounts payable. On a high level, the accounts payable process includes receiving and scanning invoices, extraction of the relevant data from scanned invoices, validation, approval, and archival.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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3 Use Cases for Video CX in the Contact Center

Upstream Works

Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.

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Top 5 Customer Service & CX Articles for Week of March 25, 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. How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of be

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The Myth of the Silver Bullet: Unraveling Quick Fixes in Business

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do.

CRM 78
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Fine-tune your Amazon Titan Image Generator G1 model using Amazon Bedrock model customization

AWS Machine Learning

Amazon Titan lmage Generator G1 is a cutting-edge text-to-image model, available via Amazon Bedrock , that is able to understand prompts describing multiple objects in various contexts and captures these relevant details in the images it generates. It is available in US East (N. Virginia) and US West (Oregon) AWS Regions and can perform advanced image editing tasks such as smart cropping, in-painting, and background changes.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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149: What is Your Competitive Advantage?

The DiJulius Group

Want the secrets to standing out in a crowded market and captivating your customers? On this episode of The Customer Service Revolution, get ready to change your business as guest Jaynie Smith analyzes the stark reality that many CEOs are in the dark about their competitive edge. John’s conversation with Jaynie dives into customer-centric strategies, Read Full Article The post 149: What is Your Competitive Advantage?

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Maximize Return on Experience (ROE)

Customer Enthusiast

Today’s blog post is a part of a series of posts that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the difference between return on investment (ROI) and return on experience (ROE).

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Optimove Connect 2024: Highlights in Pictures

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. As the industry continues to evolve, events like Connect play a crucial role in equipping marketers with the knowledge and tools needed to navigate and thrive Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry specia

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Best practices for building secure applications with Amazon Transcribe

AWS Machine Learning

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. It uses machine learning–powered automatic speech recognition (ASR), automatic language identification, and post-processing technologies. Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Help Scout’s Shopify Integration: More Functionality At Your Fingertips

Help Scout

From accessing order details to processing refunds and cancellations all in one place — learn how to spend less time switching systems and more time taking care of customers with Help Scout's Shopify integration.

System 59
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Hospitality is a Zero-Disappointment Industry

Customer Enthusiast

Over the next couple of weeks, I’m going to share a series of blog posts related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. For openers, I learned that hospitality is a zero-disappointment industry.

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How Watercare drive customer excellence with VoC and Thematic

Thematic

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. On a typical day, Aucklanders don’t say much to Watercare. Water as a sector gets taken for granted, with their drainage and pipe infrastructure and services largely out of sight and out of mind.

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What Is Technical Support in BPOs?

Magellan Solutions

The question “What is technical support ?” has become increasingly relevant. Did you know that nearly 8 out of 10 businesses are outsourcing their information technology (IT) functions? That’s a staggering number! But why is this happening? Technology has become an integral part of our lives. It makes our daily activities both more accessible and more complex.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Secrets to Retaining Players at Online Casinos

CSM Magazine

The success of an online casino depends on its ability to retain players. Learn about the best practices and strategies that will help you retain your user base. How to keep your players Customer Retention is a set of activities to retain customers within a product or to ensure repeat sales. The concept is relevant for all verticals where earnings are based on long-term services (gambling, betting, dealing, binary options, crypto).

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Artificial Intelligence Blog Series: Metadata Generation for Digital Content

Clarivate

Special collections are often the gem of a library and deserve to be easily accessible to library patrons. At Ex Libris, part of Clarivate, we are prioritizing this vision as we work on metadata enrichment via AI for digital resources. Special collections include unique material in a variety of formats, from rare historical documents to contemporary records and photographs and everything in between, such as books, newspapers and articles.

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Mastering the Maze of CX Metrics & Money with Lynn Hunsaker

ECXO

The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each up to 20 minutes, to clarify how to achieve CX ROI and growth effectively. The first part will delve into: Mastering the Maze of CX Metrics & Money with Lynn Hunsaker, the CCO of ClearAction Continuum , facilitated by Ricardo Saltz Gulko.

Metrics 59
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Service or Hospitality?

Customer Enthusiast

Today’s blog post is a part of a series of posts that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the distinction between service and hospitality. Service is the action of helping or doing … Continue reading "Service or Hospitality?

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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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How to Develop Good Rapport in Customer Service

CSM Magazine

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime.

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PackerLand User Group April 2024

Circular Edge

Join CE at PackerLand Users Group Thursday, April 18 | Oshkosh WI JD Edwards users are invited to join us for the April 2024 PLUG meeting in Oshkosh, Wisconsin for a day of networking, educational sessions and more. Featured CE Breakout Session: Be a Superhero of Your Organization In today’s rapidly changing business landscape, staying ahead means not just keeping pace, but being at the forefront of innovation.

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Unleashing the Full Potential of Customer Success: A CSMs’ Perspective

Gainsight

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Katy Filley, Senior Customer Success Manager (CSM) at FloQast , is a great example of this new breed of Customer Success pro. She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals.