Sat.Sep 07, 2024 - Fri.Sep 13, 2024

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Customer Experience Consulting: Why It’s the Key to Your Success

InMoment XI

What is Customer Experience Consulting? Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. But what does that really mean for your business? Essentially, a customer experience consultant dives deep into your customer interactions, analyzes data, and helps you craft strategies that not only meet but exceed customer expectations.

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How to Deliver Exceptional CX using an integrated Customer Feedback System? A Closer Look at RIPE NCC’s Success Story

Zonka Feedback

Customer experience is no longer just a competitive advantage—it’s the backbone of successful companies. In fact, 86% of buyers are willing to pay more for a great experience, yet only 1 in 3 companies actually deliver on customer expectations. The gap? Disconnected feedback systems that fail to provide real-time, actionable insights.

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Customer Service Strategy: Your Brand in Action

InteractionMetrics

If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their budget, and they’ll list ads, social media, and conference costs. But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities worth pondering: Every company communicates something about itself through customer service.

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The Evolution of Customer Success Relies on Real-Time Insights

Gainsight

Customer Success (CS) has always been about more than just keeping customers happy; it’s about ensuring they achieve their desired outcomes. But let’s be honest—traditional methods of gauging customer health and engagement often feel like trying to predict the weather with a sundial. Were those methods ever really accurate or effective? Chances are, as a CS leader, you’ve seen a green health account churn seemingly out of the blue.

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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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Empowering Employees to Drive CX Innovation: A Comprehensive Path to Success and Growth.

eglobalis

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? Introduction: The Vital Role of Employees in Driving Innovation In today’s business landscape, innovation is no longer a luxury—it’s a necessity.

More Trending

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The Future of Customer Experience: Embracing AI, Predictive Analytics

SurveySensum

The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. The future now stands on four pillars – data, AI, personalization, and convenience. This creates even more pressure on organizations to retain customers in an era where their preferences and expectations are changing quickly every day and as customer expectations change, so should CX strategies to accommodate these changes.

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The Formula That Turns Selling Into An Experience

The DiJulius Group

A Selling Experience Formula Selling has never been more difficult in today’s crowded market, where it is hard to tell one company, service, & product from another. A great company must train its sales teams to differentiate within the first few moments of contact with a potential buyer through the entire sales process. You are. Read Full Article The post The Formula That Turns Selling Into An Experience appeared first on The DiJulius Group.

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Customer Experience at Northwestern Mutual: The Role of AI, Legacy, and Leadership

Blake Morgan

                                                                           Northwestern Mutual, a financial services company with over 165 years of history, is setting a new standard for customer experience by embracing cutting-edge technology without losing sight of its legacy.

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Transforming Healthcare – Proven Customer Experience Strategies

Doing CX Right

Is the healthcare system truly patient-centered? Learn strategies to improve patient access, leverage behavioral science, and use AI responsibly. Listen to Doing CX Right Podcast Ep. 145 with host Stacy Sherman and Pfizer Customer Experience Leader, Miya Grey. The post Transforming Healthcare – Proven Customer Experience Strategies appeared first on Doing CX Right.

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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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52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

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[Experience Action Podcast] CX Pulse Check – September 2024

Experience Investigators by 360Connext

This is your September CX Pulse Check. Once a month, we check in with news and current events to find out what’s happening in the world of customer experience and discuss ideas and insights that we can learn from as CX leaders. Ever wondered how a company with a loyal customer base could fumble a major app redesign? Get ready to discover the profound impacts of customer feedback – or the lack thereof – as Jeannie Walters and special co-host Karen Lynch, Head of Content at Greenbook, dissec

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Retail Guide: Getting Your Store Ready for the Holiday Shopping Season

IntouchInsight

Get your retail store ready for the holiday shopping season. Uncover insights into consumer holiday shopping behavior and get strategies to maximize sales.

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The Secret to Outperforming the Competition: It’s Not Just About Customers

ShepHyken

In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.

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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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52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

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Build a RAG-based QnA application using Llama3 models from SageMaker JumpStart

AWS Machine Learning

Organizations generate vast amounts of data that is proprietary to them, and it’s critical to get insights out of the data for better business outcomes. Generative AI and foundation models (FMs) play an important role in creating applications using an organization’s data that improve customer experiences and employee productivity. The FMs are typically pretrained on a large corpus of data that’s openly available on the internet.

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Birdeye’s commitment to compliance with FTC’s new rule on fake reviews

BirdEye

In light of the Federal Trade Commission’s (FTC) recent ruling against fake reviews and deceptive testimonials, it’s essential for businesses to understand the implications and how they can ensure compliance. At Birdeye, we are fully committed to supporting our clients in navigating these new regulations while continuing to enhance their online reputations with integrity.

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In conversation with the library community: The Pulse of the Library report

Clarivate

New Clarivate report assesses current and expected trends and investigates the impact of technologies, including AI, on librarians and their communities through a global survey of academic, national and public libraries. Advanced technologies, in particular Artificial Intelligence (AI), are reshaping the world of education and research, offering new possibilities for enhancing learning outcomes, accelerating discovery and improving content accessibility.

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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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Beyond the Initial Sale: The key to 'Land and Expand' Success

Kapta Customer Success

Discover how integrating a dedicated account management strategy enhances the 'land and expand' approach, transforming initial wins into lasting partnerships and sustained growth.

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Anomaly detection in streaming time series data with online learning using Amazon Managed Service for Apache Flink

AWS Machine Learning

Time series data is a distinct category that incorporates time as a fundamental element in its structure. In a time series, data points are collected sequentially, often at regular intervals, and they typically exhibit certain patterns, such as trends, seasonal variations, or cyclical behaviors. Common examples of time series data include sales revenue, system performance data (such as CPU utilization and memory usage), credit card transactions, sensor readings, and user activity analytics.

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Google is listening; make your business more reachable with voice search

BirdEye

Have you ever thought about how people might be searching for your products or services? Chances are, they’re not just typing keywords into a Google Maps search bar anymore. They’re talking to their phones, their smart speakers, and even their laptops. That’s right, voice search is on the rise, and it’s changing the way we interact with businesses.

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Why People Make So Many Crazy Excuses and What This Means for You

Beyond Philosophy

Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.

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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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Transforming Customer Service from a Cost Center to a Profit Center with Brett Frazer

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center? What are the potential long-term effects of prioritizing cost reduction in customer service? Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?

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Optimizing MLOps for Sustainability

AWS Machine Learning

Machine learning operations (MLOps) are a set of practices that automate and simplify machine learning (ML) workflows and deployments. What is MLOps provides a detailed description of this concept. As ML workloads become increasingly complex and consume more energy and resources, a growing number of companies are looking for ways to manage both the costs and the carbon footprint associated with these workloads.

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19 ways to promote your YouTube channel for higher reach (with tips)

BirdEye

Despite the rise of new social media platforms, Google and YouTube continue to reign supreme, especially when it comes to video marketing. A well-crafted YouTube channel can help your business improve brand awareness, reach a larger audience, and generate higher traffic to your website. However, it is not just about creating and uploading videos. Your team must know how to promote your YouTube channel to truly harness the power of the platform.

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Let’s Be Honest, Marketing is Inherently Unethical. Should We Change Our Ways?

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Have you ever had a moment where you wonder if you should be doing what you are doing? Recently, I did. One of our podcast listeners questioned the ethics of leveraging a sense of urgency as a marketing tactic, which had me pondering the meaning of life, the universe, and everything.

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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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Top 5 Customer Service & CX Articles for Week of September 9, 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. Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success.

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Scaling Thomson Reuters’ language model research with Amazon SageMaker HyperPod

AWS Machine Learning

Thomson Reuters , a global content and technology-driven company, has been using artificial intelligence and machine learning (AI/ML) in its professional information products for decades. The introduction of generative AI provides another opportunity for Thomson Reuters to work with customers and advance how they do their work, helping professionals draw insights and automate workflows, enabling them to focus their time where it matters most.

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Top 10 Customer Experience Leaders to Follow in Boston

Interactions

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts. If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve. 1.