Trending Articles

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Unveiling Integrated CX Part 2: Richest Insights for Transformative Results

InMoment XI

True excellence in CX demands a transformative strategy that seamlessly integrates across the organisation. That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth.

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A Comprehensive List of Resources for the Contact Center Sourcing Process

BlueOcean

Your organization is ready to find a new contact center outsourcer. What’s your next step? We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. We’re here to help! Read on! Is It Time to Outsource? 5 Questions to Ask Yourself Maybe your organization is so early in the discovery phase that you’re not sure if you’re actually going to outsource at all.

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The CMO’s 5-Step Guide to Boosting High-Quality Traffic and Customer Engagement

C3Centricity

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

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[Experience Action Podcast] When Loyalty Programs Go Wrong

Experience Investigators by 360Connext

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You’re not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward system that delivers on its promises.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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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Chatbot Pros & Cons in Customer Service & Support

Comm100

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency. This blog takes a closer look at how chatbots are transforming the customer service landscape, outlining the key chatbot pros for businesses and for customers.

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Master the Art of Staying Cool: 5 Rules to Handle Customer Crises

Beyond Philosophy

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach.

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Leveraging Customer Service Survey Questions to Boost Your Support Strategy

Retently

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” or a more detailed query, each question is a step towards understanding what makes your customers tick.

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The 7 Sins of Customer Experience

ECXO

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? In the dynamic and ever-evolving world of customer experience, there are countless possibilities and challenges that businesses need to tackle.

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Six Ways to Create Your Brand’s Experience Personality

ShepHyken

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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UX ResearchOps: Five ways to boost research efforts

Alida

This article explains ResearchOps and offers five ways UX researchers can improve marketing research efforts.

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Breaking the Paradox of False Consensus: A Journey to Better Decision-Making

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: Have you ever heard of the Abilene Paradox? This happens when everybody agrees to do something that nobody wants to do. Today, we will discuss how to avoid this situation in your organization.

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The Importance of Customer Centricity 

SaleMove

Learn the importance of Customer Centricity and how to achieve it in order to generate a game-changing impact on your business. The post The Importance of Customer Centricity appeared first on Glia Blog | Digital Customer Service Explained.

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Run an audience overlap analysis in AWS Clean Rooms

AWS Machine Learning

Advertisers, publishers, and advertising technology providers are actively seeking efficient ways to collaborate with their partners to generate insights about their collective datasets. One common reason to engage in data collaboration is to run an audience overlap analysis, which is a common analysis to run when media planning and evaluating new partnerships.

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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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Top 5 Customer Service & CX Articles for Week of March 18, 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. Do You Know Who Your Competition In Business Really Is? by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

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Your Customers Deserve Quality CX No Matter Where They Are: Why Global Number Testing Is Tricky, But SO Important

Cyara

Using international numbers can create complex challenges for your contact center. Learn how automated number testing can improve your business' CX.

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What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures

Adrian Swinscoe

Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive […] The post What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures first appeared on Adrian Swinscoe.

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Customer Bonding: To Maximize Customer Lifetime Value

Kapta Customer Success

Looking for ways to increase customer retention and lifetime value? Read our blog to learn what customer bonding is and how it helps increase customer lifespan.

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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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Set up cross-account Amazon S3 access for Amazon SageMaker notebooks in VPC-only mode using Amazon S3 Access Points

AWS Machine Learning

Advancements in artificial intelligence (AI) and machine learning (ML) are revolutionizing the financial industry for use cases such as fraud detection, credit worthiness assessment, and trading strategy optimization. To develop models for such use cases, data scientists need access to various datasets like credit decision engines, customer transactions, risk appetite, and stress testing.

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How to change the background color on an Instagram story

BirdEye

Instagram stories have a huge potential for boosting your engagement rate and capturing the audience’s attention. What’s more effective at grabbing attention on Instagram than a vibrant play of colors and designs? Knowing how to change the background color of an Instagram story can significantly influence whether followers linger on your content or swiftly move to the next.

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Cyara Xchange 2024 Highlights: Inspiring Innovation & Enhancing CX

Cyara

Dive into the highlights of Cyara Xchange 2024, where industry leaders exchanged insights and forged connections.

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Supporting All Talent to Thrive This Neurodiversity Week

CSM Magazine

Neurodiversity Week marks an important time for us to celebrate the diverse range of neurological differences that enrich our workplace and communities. Organisations have so much to gain from embracing neurodiversity. Not only can a company create a richer, more inclusive culture, but also unlock a wealth of innovation, creativity, and problem-solving abilities within teams.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Making the Most of Genesys and Salesforce: Where to Direct Your Customer Channels

VDS

Choosing the right tools for customer service and sales can be confusing. Many businesses use Genesys and Salesforce but aren’t sure which platform is best for different types of customer interactions. This guide aims to clear up that confusion. Understanding Genesys and Salesforce: Genesys is great for managing direct conversations with customers, like calls, live chats, and messages, because it helps you connect customers with the right help quickly and smoothly.

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Large language model inference over confidential data using AWS Nitro Enclaves

AWS Machine Learning

This post is co-written with Justin Miles, Liv d’Aliberti, and Joe Kovba from Leidos. Leidos is a Fortune 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. In this post, we discuss how Leidos worked with AWS to develop an approach to privacy-preserving large language model (LLM) inference using AWS Nitro Enclaves.

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Top trends for ag lending in 2024: Interest rate dynamics, Farm Bill Impacts, and changing borrower demands

West Monroe

As we move further into 2024 and the spring growing season for production agriculture kicks off, the ag sector has an eye pointed toward the potential headwinds expected throughout the remainder of the year. From a financing perspective, ag lenders are facing similar challenges as the financial services sector with interest rate uncertainty, demand for technology investments, and potential macro disruptors to the markets.

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Are You Measuring Latency on Your Calls?

Cyara

High latency can dramatically affect the quality of your voice and video calls. Learn more about its effects and how it’s measured.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Newly Launched Website Leads the Way in Vulnerable Customer Support Training

CSM Magazine

In an ambitious stride towards enhancing support available for vulnerable customers, Helen Pettifer Training Ltd announces the launch of its new website. The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable. These customers are reliant on organisations to provide clear communications, fair value and relevant support.

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NARUC Winter Summit 2024: 2 Things Needed to Scale VPPs Beyond Pilots

Uplight

At the end of February, Commissioners, utility stakeholders, and energy industry stakeholders came together from across the nation to discuss energy policy at the National Association of Regulatory Utility Commissioners (NARUC) Winter Policy Summit. A veritable who’s who of industry thought leadership, there could be no better setting to nerd out about energy policy.

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Hyper-Personalization: The Future of Customer Experiences

CX University

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. One such approach that is gaining traction is hyper-personalization. This cutting-edge strategy goes beyond traditional personalization techniques that you may be using now by leveraging advanced technologies to create highly individualized interactions that cater to the specific needs and preferences of each customer.