Tue.Mar 12, 2019

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Can AI-Powered Automation and Human-Centered Customer Service Co-Exist?

transcosmos Information Systems

Artificial intelligence has come a long way since the early days when it first appeared as a storytelling device in works of fiction. This gave rise to the popularity of thought-capable artificial beings, inspiring innovators to make this unique concept possible. Now, it seems that a synthetic intelligent machine network bent to end the world isn’t far-fetched thanks to the wonders of technology.

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CX Paradox: Valuable text analytics models don’t need to be 100% accurate

Wootric CX Blog

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Laying the Groundwork for Omni-Channel Customer Experiences

Hero Digital

At times, the goal of creating omni-channel customer experiences can sound daunting. Especially for companies in the early stages of CX maturity , the vision of seamlessly integrated technology powering 1:1 personalization across channels seems nearly impossible to actually bring to life. But even the most iconic brands that are redefining customer expectations often start small, rolling out new technology to a small test group of customers or in a single location before expanding.

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CX Q&A with Diane Magers & Ben London of Experience Catalysts

Centriam Customer Experience Lab

Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, 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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Looking Ahead: the State of Customer Experience

Customer Bliss

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. .

More Trending

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Improve Experience at a Reduced Cost – Move to Cloud

NICE inContact

The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact centres are currently deployed in the cloud.

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Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019.

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Amazing Business Radio: Todd Hopkins

ShepHyken

Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business. In Shep’s Opening Monologue… He talks about what you should do with customer feedback once you get it. The Interview with Todd Hopkins: Core values can work as a filter to influence every decision you and your employees make.

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Shoptalk 2019: 4 Key Retail CX Insights

Oracle

More than 8,000 attendees gathered at this year’s Shoptalk conference in Las Vegas. Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” The 2019 agenda included a closer look at how a renewed customer experience focus is transforming retail.

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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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A Customer Onboarding Checklist for the Digital Era

Totango

When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to change their minds. Customer onboarding is the period after a purchase when your customer is getting to know your product or service.

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Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”

Heart of the Customer

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […].

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What the Newest Review Data Means for SaaS Companies

Gainsight

Just how accurate are online review aggregators, anyway? If you pull up Google or Yelp for a restaurant, say, you’ll get an aggregate of stars from one to five, the number of reviews counted, and any number of written reviews and qualitative feedback. Dig deeper, and you may find responses from the restaurant, a policy for filtering out bogus responses (usually through a combination of software and human intervention), an easy way for you to leave your own review, and maybe an explanation

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Crowdsourced Testing vs. Beta Testing: What’s the Difference?

Centercode

Imagine this: you have two groups of 100 testers. You give them the same product. You ask them to report back on their findings. Would their answers be the same? Well, that depends on who the testers in those two groups are. It also depends on what you ask them. Those aspects show the difference between crowdsourced testing and beta testing. The conditions surrounding these two test types are very similar.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Debunking Natural Language Processing: Sarcasm

Clarabridge

When I tell people that I work on text analytics products, their first question is often “But, how do you handle sarcasm?” My typical response—“About as well as a human, which is to say not very well at all”— is equally sincere and sarcastic, a poetic homage to the difficulty of the linguistic problem. Sarcasm is mired in a complex web of deep cultural knowledge, emotional sensitivity and individual awareness.

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What is Live Chat & How does it work?

ProProfs Chat

Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more. But one fine day you come across an emergency and are left with no option but to leave a “closed” sign hanging at your entrance with your contact number on it. But do you think that customers will prefer to discuss an issue encountered with a piece purchased from your store on a phone call?

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CX in 2019: Top customer experience trends to keep on your radar

Beyond the Arc

What will you do differently this year to increase customer satisfaction and attract new business? Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year… Put the customer first in customer communications Even if you’ve. Read More.

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Insights from Insights

Confirmit

Last week we joined insights, research and marketing professionals from around the world at the Marketing Week Insights Show in London. It’s a huge event which covers an incredible amount of ground over the space of a couple of days. From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions.

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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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2019 Quirk's Event Brooklyn: Behavior, Identity, and Agile

Chadwick Martin Bailey

If you’ve just returned from The Quirk’s Event Brooklyn, summarizing the most inspiring content can help prove the ROI for attending. If you missed the show altogether, we’ve also got you covered. Here are three key questions and insights to share with your team: How will we incorporate behavioral analytics into our work this year and beyond? Chatting with Netquest at their booth or listening to Jay Steffey speak about Amazon customer behavior would’ve told you passive metering has come a long w

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Four Questions You Must Ask To Retain Key Customers

Strikedeck

Laura shares why taking time to ask four golden questions is critical not only for retaining your key customers, but also for keeping them completely satisfied.

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New Ebook Explores ACI’s Home Advantage Contact Center Service

Advantage Communications

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution.

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Consistent Social Analytics: The Secret to Online Success

NetBase

Remember that time your post went viral and your brand mentions shot through the roof? Or maybe it hasn’t happened yet, but you’re expecting something amazing any day now. You’re overdue! Well, that’s one way to look at it, of course – but you’ll miss the building blocks to that success if you’re only accepting – and expecting – results that border on amazing.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Best Technical Support – Top 3 Qualities of a Great Support Team

CSM Magazine

Are you ready to start building a world class technical support team ? If so, this is a wise goal. After all, your technical support team provides vital help and assistance for all computer software and equipment used in the business. However, if you want to build a great team, you have to find the right people and ensure they can work well together.

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14 Tips For Acing Your First Publicity Interview

Optimove

Use examples and stories to deliver your messages effectively, and practice answering the hard questions ahead of time so you’re never caught off guard. Aim to engage, not convince. – Pini Yakuel, Optimove. The post 14 Tips For Acing Your First Publicity Interview appeared first on Optimove.

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Using Taxonomies in Ascribe Rule Sets

Ascribe

You can create and use taxonomies in Ascribe Rule Sets to help with common text manipulation chores, such as cleaning comments. In this article I will explain how to use a taxonomy in a Rule Set. We will use the taxonomy to correct common misspellings of words that are important to the text analytics work. Read more » The post Using Taxonomies in Ascribe Rule Sets appeared first on Ascribe.

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Why Organizations Hesitate To Go Digital?

VDS

Every company wants to go digital. But, what does that really mean? To some, digital means using the latest tech tools. For others, digital is how a company connects with customers and the available capabilities on any given device. And to others, digital is simply daunting and maybe even threatening. “Digital” is more than a definition, and it is certainly not a destination.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Using Class Rules in an Ascribe Rule Set

Ascribe

Class rules allow you to share code across rules, and even across Rule Sets. Using Class rules can help you organize your code and make it easier to maintain and reuse. Introduction to Classes As I wrote in Authoring Ascribe Rule Sets, you write rules using JScript, a superset of ECMA 3 JavaScript. An important. Read more » The post Using Class Rules in an Ascribe Rule Set appeared first on Ascribe.

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Our top tips for making CX and EX work in perfect harmony

Rant And Rave

Wondering what’s going on in the world of customer service, customer experience (CX) and employee engagement? The Upland Rant & Rave team were excited to spend the day discussing this very topic when we attended the annual Institute of Customer Service conference last week. As well as exhibiting at the conference, we celebrated some great customer service excellence when Richard Davey, our Head of Customer Success, presented the ‘Rant & Rave Best Customer Satisfaction Strategy Award’ to

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An Improved Prescriptive Framework for Cross-Functional Customer Success

Gainsight

The most terrible response can be silence. In 2016, the Swedish Academy announced that it was awarding the year’s Nobel Prize in literature to Bob Dylan. The world turned expectantly (and reasonably) to the musician for a statement, and for that satisfying feeling you get from hearing a person warmly express their gratitude. Instead, he gave us a solid reminder of just how eccentric he is: he said nothing ( at least not immediately ).