Fri.Apr 29, 2016

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CXFusion Recap: In Your Own Words

InMoment XI

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

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Is it time to become a Customer ‘LUD-ite’ – guest post by Stephen Hewett

ijgolding

It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too! I am delighted to be able to share with you the musings of one such man – Stephen Hewett has been there, seen it and most certainly done it in the world of Customer Experience.

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CXFusion 2016 Recap: In Your Own Words

InMoment XI

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

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Who owns the customer?

Ian Williams

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was to argue that customers experience the business cross-functionally, and as such can be influenced by all or any of the functions of the organisation.

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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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CXFusion Recap: In Your Own Words

InMoment XI

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

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Not All Data is Important for Your Customer Experience Strategy

PeopleMetrics

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this: Talking Head: Big data is the future. Replying Head: Yes, future. Big data. TH: Let’s collect data. RH: I agree. Which data do you want to collect? TH: I guess all of it. RH: This is a good plan.

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ForeSee helps Argos make sense of its multichannel data

ForeSee

As one of the U.K.’s leading digital retailers, Argos offers over 33,000 products — everything from furniture and electronics to clothing, jewelry, toys, and more — available for purchase via. The post ForeSee helps Argos make sense of its multichannel data appeared first on ForeSee.

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Keep Customers Apprised – An easy way to improve the customer experience

Myra Golden

Here’s a quick way to make life easier for your customers. Keep them apprised of next steps in their customer journey. Super Shuttle, a nationwide airport shuttle service, put a smile on my face and removed the risk of stress in my life by simply keeping me apprised. As I was gathering my things and heading out of the keynote ballroom, my smart phone buzzed.

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5 Bad Arguments for Staying with Your Current Call Center Software

Talkdesk

In love and call center software, breaking up is hard to do. The longer you’ve been together, the harder it is to cut ties. When you’ve been with a solution for a long time, no matter how bad that solution is, you may still feel hesitant to ditch the deadweight and get back out there. There are many good reasons to leave your boo, but the core of all of them is this: Your needs aren’t being met.

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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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Customer Retention Strategies: How to Keep Your Customers

LiveChat

Have you ever considered that the work, resources and manpower you put toward acquiring new customers could be better spent on keeping your current customers through customer retention? I’m talking about all the effort required to get just one more customer while there are several existing customers that are about to leave but would require only a small bit of help to stay.

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Insurers struggling to connect with customer service

Eptica

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Author: Neil Cox The internet and digital technology are transforming the UK insurance market. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact.