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Do You Need a Customer Experience (CX) Manager?

InMoment XI

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? Let’s find out.

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Revolutionizing CX Management with Customer Experience Analytics

Lumoa

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

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Four Things to Consider When Leveraging a Customer Feedback Management Platform

InMoment XI

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. How to Choose a Customer Feedback Management Platform.

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The Power of Customer Empathy in Supercharging Your Customer Experience

Lumoa

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

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The 2023 Customer Experience Management Value Index

Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.

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Customer Experience Management for Any Budget

IntouchInsight

If you’re reading this, we can assume you know the importance of customer experience in driving brand growth and revenue. But today, it's easy to suffer from opportunity overload when deciding how to improve your customer experience programs.

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3 Benefits of Knowledge Management for Customer Service

Kayako

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. Customer calls a customer helpline .

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How Great Organizations Empower Customer Experience Teams

Speaker: Conference Speakers

Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Operationalizing Voice of the Customer and Empowering the Frontline.

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CMSWire CONNECT - Elevate Your Customer Experiences | May 10-12, 2023, Austin, TX

Speaker: Scott Galloway, Professor of Marketing at NYU Stern; Tope Sadiku, Strategic Planning Lead - Strategy, Transformation, Agile and Digital Revolution at The Kraft Heinz Company

CMSWire CONNECT Conference is a must-attend event for customer experience professionals looking to stay up-to-date with the latest industry trends and connect with colleagues. Join experts from various industries to discuss strategies for providing exceptional customer experiences. Secure your conference pass today!

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Improve Contact Center Outcomes with Key Insights

They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

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The CX Leader’s AI & Automation Toolkit

This comprehensive collection of templates and practical guides will help CX leaders make the most of customer service automation with AI. If you’re starting from scratch with no automation in place at all, use this toolkit as a foundation.

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Driving Excellence Using Work From Home Agents

Instead, remote work is now mainstream in customer experience management. If one clear point has emerged in the last couple of years, it is that massive changes are taking place in the CX delivery space. Enterprises no longer need to deliver their services in large facilities and in many locations.

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Managing Product Feedback at Scale

As with all things related to customers, there’s an art and science to effectively dealing with each of their ideas. In this eBook, we’ll show you: How to gather, prioritize, and select the best ideas from your customers and stakeholders. How to make internal feedback more effective and inclusive.

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Research Report: The State of Community Management

Customer Communities Elevate the Customer Experience. Online communities provide a wealth of benefits for organizations; they impact a variety of customer activities, boost engagement, and provide a range of transformative business services. External Communities Elevate the Customer Experience.

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The Better Way to Onboard Customers

Speaker: Skilljar Experts

Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. Join Skilljar's all-star team of onboarding pros for this next webinar featuring: Sara Robba, Director, Customer Success. Can't make it?