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The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience)

ECXO

The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience) Ever had a conversation where one person insists it’s freezing cold while the other swears it’s just mildly chilly? Or arguing about whether a songs lyrics say one thing while your friend hears something completely different? Or had a friendly argument about whether “The Matrix” was a mind-blowing sci-fi masterpiece or just a two-hour headache?

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Insight, Innovation and Inclusive Leadership: The New Business Success Formula

C3Centricity

Organisations are facing unprecedented challenges in remaining competitive and maintaining business success in 2025. The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Let’s explore why this powerful trinity is more relevant than ever in 2025 and how you can leverage it to grow your business.

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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.

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Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack

ECXO

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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Conversational Intelligence for Location-Based Campaigns: Use Cases and Benefits

InMoment XI

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software.

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AI-Driven Customer Service Demands Humanized CX

TechSee

At launch, chatbots made a huge splash. They handled FAQs and quick questions, giving us a taste of automated CX and support. But in today’s world, your customers expect more. They want to feel seen , heard , and valued —and they want more than just answers; they want solutions. This is where AI-driven customer service experiences truly stand out.

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Don’t Wait to Get Feedback Until After the Experience Is Over 

ShepHyken

I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.

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How To Retain Your Best People During Challenging Times

Doing CX Right

Learn how successful companies retain top talent during change. Stacy Sherman and professor Lisa Kaplowitz reveal leadership strategies to boost engagement, reduce turnover & drive success The post How To Retain Your Best People During Challenging Times appeared first on Doing CX Right.

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Enhancing LLM Capabilities with NeMo Guardrails on Amazon SageMaker JumpStart

AWS Machine Learning

As large language models (LLMs) become increasingly integrated into customer-facing applications, organizations are exploring ways to leverage their natural language processing capabilities. Many businesses are investigating how AI can enhance customer engagement and service delivery, and facing challenges in making sure LLMs driven engagements are on topic and follow the desired instructions.

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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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Lesson #13 Revisited: Show Me the ROI—How AI is Making the Business Case for VoC Even Stronger

PeopleMetrics

If you want leadership to invest in VoC, theres only one surefire way to get their attention: show them the money. When I wrote Listen or Die in 2017, I made it clear that proving ROI is the fastest way to gain executive buy-in for VoC. The best way to do this? Demonstrate how improving customer experience impacts business outcomes like reducing churn, increasing revenue, and strengthening brand loyalty.

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60% of Super Bowl Bettors Should Be Ignored by Sportsbooks 

Optimove

See the difference control groups make in this guide Download Now Optimove Insights’ analysis of over 1.28 billion NFL bets from more than 9 million bettors during the 20242025 season shows that 3% of players generate 82% of the revenue for sportsbooks for big events like the Super Bowl. Conversely, 60% of bettors contribute only 1% of revenue, while the remaining 37% account for 17% of revenue.

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Transforming Ordinary Businesses Through Extraordinary Experiences with Vance Morris

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers? How can businesses use unique customer experiences to stand out in a competitive market?

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Recent Examples of a Changing OEM/Dealer Relationship

Middlesex Consulting

In industrial manufacturing, OEMs and their dealers usually maintain stable partnerships. For instance, Cats largest dealer, Finning, has been their partner for over 90 years. However, as products become increasingly complex and customer expectations become more challenging, we see a changing OEM/Dealer relationship; OEMs are purchasing or replacing dealers.

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The Evolving Retailer's Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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Accelerate video Q&A workflows using Amazon Bedrock Knowledge Bases, Amazon Transcribe, and thoughtful UX design

AWS Machine Learning

Organizations are often inundated with video and audio content that contains valuable insights. However, extracting those insights efficiently and with high accuracy remains a challenge. This post explores an innovative solution to accelerate video and audio review workflows through a thoughtfully designed user experience that enables human and AI collaboration.

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Lesson #12 Revisited: Leadership Buy-In is the Lifeblood of VoC—AI Won’t Change That

PeopleMetrics

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.

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5 practical use cases of customer sentiment analysis for NPS

Thematic

In our article about why customer sentiment analysis matters , we introduced you to Maya Angelou's famous quote: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” We even gave you PwC's findings that 32% of customers would stop doing business with a brand they love after just one bad experience.

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Top 5 Customer Service & CX Articles for Week of February 3, 2025

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. Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to er

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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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Built for Complexity: How Interactions IVA Rises to Insurance Challenges

Interactions

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance tha

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Fine-tune and host SDXL models cost-effectively with AWS Inferentia2

AWS Machine Learning

Building upon a previous Machine Learning Blog post to create personalized avatars by fine-tuning and hosting the Stable Diffusion 2.1 model at scale using Amazon SageMaker , this post takes the journey a step further. As technology continues to evolve, newer models are emerging, offering higher quality, increased flexibility, and faster image generation capabilities.

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Lesson #11 Revisited: Where You Start with VoC Depends on Where You Are—And How AI Can Help Along the Way

PeopleMetrics

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t

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Your Feedback in Action: 5 Major Thematic Updates

Thematic

I'm Eddie, Thematic's new Product Manager, and I'm excited to share my first product update with you. You spoke, and we listened! Based on your valuable feedback from our recent NPS survey, we've shipped improvements across five key areas of Thematic. These updates are all about making the platform more powerful and easier to use - plus, they're all available right now.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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A Step-by-Step Guide to Setting Up Call Tracking for Your Business

CSM Magazine

Call tracking can be a game-changer for businesses that want to better understand their customers, optimize marketing strategies, and improve their bottom line. But how do you set up call tracking effectively? This guide will walk you through the process step-by-step, so you can start making data-driven decisions for your business. Why Call Tracking Matters Before jumping into the setup, let’s briefly highlight why call tracking is essential for many businesses: Measuring Marketing ROI: Ca

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Five CX Performance Elements that Turn Your Customers Off 

Daniel Group

Every interaction your customers have with your business leaves an impressionsome positive, some negative. While great customer experiences build loyalty and trust, inevitable missteps can quickly turn customers away. Understanding what frustrates your customers and addressing those pain points is key to improving your customer experience (CX). Based on over 20 years of analyzing customer feedback, we’ve identified five specific CX performance elements that consistently drive dissatisfacti

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OfferUp improved local results by 54% and relevance recall by 27% with multimodal search on Amazon Bedrock and Amazon OpenSearch Service

AWS Machine Learning

This post is co-written with Andrs Vlez Echeveri and Sean Azlin from OfferUp. OfferUp is an online, mobile-first marketplace designed to facilitate local transactions and discovery. Known for its user-friendly app and trust-building features, including user ratings and in-app chat, OfferUp enables users to buy and sell items and explore a broad range of jobs and local services.

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Industries Excelling in Social Customer Service

Very Best Service

In today's digital age, social media has become a pivotal platform for customer engagement and support. Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty. This article delves into industries particularly well-suited for social customer service, exploring the reasons behind their success and highlighting best practices that set the standard.

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How to Create Sales Email Sequences That Convert

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

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What is customer sentiment analysis and why should your business care?

Thematic

If you are curious about how you'll get to know what your customers truly feel, you need customer sentiment analysis. It’s the process of analyzing feedback to see if customer sentiment is positive, negative, or neutral and, more importantly, why they feel that way. “People will forget what you said, people will forget what you did, but people will never forget how you made them feel”   Maya Angelou’s famous quote perfectly captures why businesses must under

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How to Build a Customer Service Roadmap: Mapping Out Key Milestones for Success

CSM Magazine

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is intentional and focused on improving the customer experience.Whether you’re scaling your team or improving existing operations, developing a roadmap guarantees better alignment across teams, more satisfied customers, and sustainable business growth.

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Help Scout Remains Committed to DEI

Help Scout

Help Scout hasnt wavered in our commitment to diversity, equity, and inclusion, which to us means creating a workplace that truly works for everyone.

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