Trending Articles

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Beyond Deliverables: How AI and Customer Centric Strategies Are Redefining Professional Services

eglobalis

Introduction In professional services, the stakes are high, and the margin for error is razor-thin. A single misstep—be it an overlooked deadline or a missed client update—can strain, or even sever, client relationships. But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations.

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How Social Media Monitoring Can Impact Your Business

InMoment XI

Did you know consumers ranked social media in the top five most preferred channels for customer support? Furthermore, more than 80% of consumers expect a response from businesses on social media within two business days. With these customer expectations in mind, having a robust social media monitoring strategy that helps you stay connected with your customers has never been more important for maintaining a positive customer experience.

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Building Customer Loyalty Through Strategic Distribution

ECXO

Building Customer Loyalty Through Strategic Distribution Initial assumption: If you have read my previous articles, you know that I defend the concept of H2H business relationships, but I am using the term B2B in this article to specify a route-to-market strategy. In the dynamic world of business-to-business (B2B) organizations, the role of the sales team has undergone a thrilling transformation!

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Achieving Transactional Process Improvement for a Multinational IT Corporation: A Case Study

BlueOcean

When a global IT corporation sought to modernize their customer service operations, we transformed potential revenue loss into strategic advantage. Through smart automation and people-first business process optimization, Blue Ocean achieved $25,000 in quarterly savings while reducing manual processing time by 22 hours per month. The Client A Multinational IT & Networking Technology Corporation This company has been our client for more than 10 years.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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The Ultimate Leadership Guide to Creating a Winning Consumer-First Culture

C3Centricity

Claiming to be “consumer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise consumers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely consumer-first culture means driving every decision, process, and strategy with the consumer’s needs and values at the forefront.

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How Customer Experience Automation Can Improve Business Performance

InMoment XI

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives.

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The AI Revolution & Creating Super Agents

Upstream Works

This post is a summary of Upstream Works CEO, Rob McDougall's talk at Fall ’24 AI/COMM titled The AI Revolution in CX. The post The AI Revolution & Creating Super Agents appeared first on Upstream Works.

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Amazon Bedrock Prompt Management is now available in GA

AWS Machine Learning

Today we are announcing the general availability of Amazon Bedrock Prompt Management , with new features that provide enhanced options for configuring your prompts and enabling seamless integration for invoking them in your generative AI applications. Amazon Bedrock Prompt Management simplifies the creation, evaluation, versioning, and sharing of prompts to help developers and prompt engineers get better responses from foundation models (FMs) for their use cases.

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The Ultimate Leadership Guide to Creating a Winning Customer-First Culture

C3Centricity

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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Use Customer’s Expected Response Time to Segment Service Products

Middlesex Consulting

Every B2B customer expects how quickly they want to be served by each portion of each service operation and frequently with each serial-numbered product. For example, my HVAC service company does preventative maintenance procedures on my heating and cooling systems. It doesn’t matter if they come every six months or any other reasonable interval as […] The post Use Customer’s Expected Response Time to Segment Service Products appeared first on Middlesex Consulting.

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Conversational Surveys: A Game-Changer in Feedback Collection

InMoment XI

Conversational surveys are revolutionizing how businesses gather customer feedback by creating engaging, personalized interactions that resonate with all age groups, from Gen Z to Gen X. These dynamic surveys adapt their follow-up questions based on responses, enhancing engagement and encouraging more comprehensive survey participation. This innovative approach not only improves customer experience but also yields richer, actionable insights that empower businesses to refine their strategies.

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I’m a greedy networker

Zeisler Consulting

I’m a selfish networker. But hear me out; I don’t mean it the way you probably think I do. When you read that first sentence, you probably conjured in your mind a picture of that guy who shows up to the networking events with a bunch of his business cards, introducing himself around telling people what he does and asking, “Do you know anybody who needs that?

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Build and deploy a UI for your generative AI applications with AWS and Python

AWS Machine Learning

The emergence of generative AI has ushered in a new era of possibilities, enabling the creation of human-like text, images, code, and more. However, as exciting as these advancements are, data scientists often face challenges when it comes to developing UIs and to prototyping and interacting with their business users. Traditionally, building frontend and backend applications has required knowledge of web development frameworks and infrastructure management, which can be daunting for those with e

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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Top 5 Customer Service & CX Articles for Week of November 11, 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. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

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178: The Man in the Red Bandana

The DiJulius Group

The Man in the Red Bandana John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning film Man in Red Bandana. Read Full Article The post 178: The Man in the Red Bandana appeared first on The DiJulius Group.

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5 Ways Jack in the Box’s Marketing Strategy Enhances Customer Experience

Blake Morgan

                                                                                  As fast food customers increasingly turn to delivery and engage with brands on social media, Jack in the Box has adapted its marketing strategy to keep up with these shifting preferences.

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Navigating CX Challenges in Retail: Lessons on Personalization and Seamless Support

Interactions

In a recent conversation with Emerj Research , I had the opportunity to dive deep into the evolving challenges of customer experience (CX) alongside Chloe Rice, the Director of Global Customer Experience at Shutterstock. We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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Discover insights with the Amazon Q Business Microsoft Teams connector

AWS Machine Learning

Microsoft Teams is an enterprise collaboration tool that allows you to build a unified workspace for real-time collaboration and communication, meetings, and file and application sharing. You can exchange and store valuable organizational knowledge within Microsoft Teams. Microsoft Teams data is often siloed across different teams, channels, and chats, making it difficult to get a unified view of organizational knowledge.

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Exploring the Intersection of Branding and Customer Experience with Joanne Chan

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? What role does customer experience play in brand loyalty? What are the key elements of a logo or brand identity that influence customer experience? Why is it essential for brands to infuse emotion into their visual identity systems?

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Customer Experience: The Keystone for Business Success

ImprintCX Articles

In a recent discussion with Vinay Parmar , I was struck by his suggestion that the title of Chief Customer Officer should be changed to Chief Collaboration Officer. This point is particularly timely, as Beth Karawan , co-founder and EVP of ImprintCX, highlighted in a recent Women in CX presentation, emphasizing the central role of collaboration in CX success.

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How does VoIP Phone Systems Pricing works?

NobelBiz

How Does VoIP Pricing Work? As more businesses migrate to internet-based solutions, VoIP (Voice over Internet Protocol) phone systems have become a popular choice. They are flexible, cost-effective, and have a lot of comprehensive features. Traditional phone systems rely on costly infrastructure, VoIP, on the other hand, uses the internet to handle calls, making it a more affordable option with numerous advanced features.

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Pricing for Profit: How to Set, Negotiate, and Succeed

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

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DCX # 126 | The Case of the Silent Cancellation

DCX

Weekly inspiration, education, and coaching for customer-obsessed leaders. Thank you! A huge shoutout to my Premium subscribers, who generously support the DCX Newsletter. I’m humbled that many are expensing it through their companies as a valuable educational resource. If you want to do the same, this email template gives your manager all the info you’ll need.

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Integrate foundation models into your code with Amazon Bedrock

AWS Machine Learning

The rise of large language models (LLMs) and foundation models (FMs) has revolutionized the field of natural language processing (NLP) and artificial intelligence (AI). These powerful models, trained on vast amounts of data, can generate human-like text, answer questions, and even engage in creative writing tasks. However, training and deploying such models from scratch is a complex and resource-intensive process, often requiring specialized expertise and significant computational resources.

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What Will Your Customers Give Up for a More Convenient Experience?

ShepHyken

Imagine this … you’re running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a minute? If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service.

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Why Blanket Discounts Are Not the Answer to the Customer Retention Conundrum

CSM Magazine

It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods. For those organisations that are looking to carve out a competitive advantage in the publishing industry, developing new ways of building customer loyalty has never been mor

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Mastering Email Deliverability for Holiday Campaign Success: Part III

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Effective strategies for optimizing email deliverability and maximizing engagement are crucial for holiday campaign success. Key takeaways: Adopting deliverability best practices ensures emails reach the inbox and that the intended audience is engaged.

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What You’ll Miss with an Off-the-shelf IVA

Interactions

When researching to find the right IVA platform to elevate customer experience and boost contact center efficiency, you’ll develop a list of wants, needs, and deal-breakers when it comes to IVA capabilities. But even with IVAs that meet most of your criteria, you may not realize what you’ll miss out on—or the challenges ahead—when you select an off-the-shelf solution rather than an end-to-end partner that can provide a bespoke, white-glove approach.

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Unleashing Stability AI’s most advanced text-to-image models for media, marketing and advertising: Revolutionizing creative workflows

AWS Machine Learning

To stay competitive, media, advertising, and entertainment enterprises need to stay abreast of recent dramatic technological developments. Generative AI has emerged as a game-changer, offering unprecedented opportunities for creative professionals to push boundaries and unlock new realms of possibility. At the forefront of this revolution is Stability AI’s family of cutting-edge text-to-image AI models.