Tue.Jul 09, 2024

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Unlocking Business Success: 5 Key Trends in 2024 to Succeed Your Customer-First Strategy


As we debut the second half of the year, the ever-evolving landscape of customer experience (CX) is making business success even more challenging than usual. Are you finding this too? If so, then I have some ideas to help. We already know that businesses that embrace a customer-first strategy successfully lead their markets by driving growth from increased loyalty.

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The 3 Principles of Brand Loyalty in a Highly Disruptive World


Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Read on to discover the three principles of brand loyalty in a world where disruptions continue to shift our buying behaviors (and one interesting exception to the rul

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[Experience Action Podcast] CX Pulse Check – July 2024

Experience Investigators by 360Connext

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization.

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5 Ways To Improve Customer Experience In Restaurants


It’s not uncommon to see big QSR chains frequently announcing new customer experience (CX) programs. Every brand wants their customers to leave the restaurant with a smile, but achieving this consistently is easier said than done.

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Mastering Remote Onboarding: Proven Strategies for Seamless New Hire Integration

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

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How to help CSMs succeed in 2024: a VP’s perspective


Last month, Jared Orr made three strong recommendations, from a CSM’s perspective, for customer success leaders looking to help their CSMs succeed. I wanted to complement his suggestions with three of my own, written from the perspective of a VP of customer success. In both cases, we’re addressing the findings of the 2024 CSM Confidential Report , which reveals that while CSMs are generally happy, motivated, and dedicated in their roles, the majority are struggling with heavy workloads and goals

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Reduce Payroll While Improving the Self Service Experience

The DiJulius Group

Don’t Let Your User Self Service Experience Backfire With the mad shift to pushing customers to self-service channels, many companies are hurting their overall customer satisfaction and reducing customer retention by creating a poor user experience. How One Company Reduced Non-Revenue Calls & Reduced Payroll Due to increased call volume, one of our eCommerce clients.

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How DoorDash Research Team Does More with Less: Fast and Flexible


How did DoorDash go about building a best-in-class research team? If their business impact and improved employee satisfaction are anything to go by, there’s a lot to learn from them! At its core, DoorDash functions as a marketplace for on-demand food delivery. As the leader in last-mile delivery service, they seamlessly connect Consumers, Merchants and Dashers  (delivery drivers) through their app.

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The ongoing decline of brand loyalty, what’s driving it and what should be done about it – Interview with Simon Morris of ServiceNow

Adrian Swinscoe

Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice […] The post The ongoing decline of brand loyalty, what’s driving it and what should be done about it – Interview with Simon Morris of ServiceNow first appeared on Adrian Swinscoe.

Loyalty 59
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Marketing Instant Payments: New considerations to help banks differentiate

Beyond the Arc

Instant payments may soon become a game-changer in the competitive landscape for banks and credit unions. As more financial institutions (FIs) offer this convenience, marketing instant payments will require compelling strategies to stand out in a crowded market. Focusing on speed will not be enough. Marketers will need to convey the value of instant [.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Empower Your Marketing Strategy with Self-Serve Data Ingestion 


Re-engage your churned customers with this guide Download Now Why it Matters: Mastering customer data is crucial for marketers to personalize experiences, boost loyalty, and maximize ROI. Self-Serve Data Ingestion frees marketers from traditional dependencies, empowering them to integrate and activate data independently. Here’s how Optimove’s new Self-Serve Data Ingestion enhances efficiency, agility, and personalization for marketers.

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Home Group Transforms Contact Centre Operations With Business Systems Ltd

CSM Magazine

Home Group transforms contact centre operations with Business Systems Ltd, achieving rapid ROI and significant efficiency gains. Home Group, one of the UK’s largest providers of high-quality housing and integrated housing, health, and social care, has partnered with Business Systems Ltd , an industry expert in digital communications solutions, to help transform its contact centre operations.

Groups 52
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What is a lead generation call center and how does it work?


What is a Telemarketing Call Center ? A lead generation call center is a specialized contact center dedicated to identifying and cultivating potential customers for a business. These centers use strategic communication techniques to create interest in a company’s products or services, nurturing potential clients into valuable leads. The goal is to streamline the sales process by ensuring that sales teams have a steady pipeline of qualified prospects.

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7 Lessons To Learn From Starbucks NPS To Boost Your Customer Loyalty


Did you know that Starbucks customers visit the store approximately 6 times per month on average? Why do you think that is? – It’s the experience they create from the moment you walk into their store to the moment you leave and even beyond that. And because of this experience, the coffee giant currently enjoys an NPS score of 77, one of the highest in the sector!

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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Large Language Models for Feedback Analysis: Which ones are cutting-edge?


There is a lot of talk about Generative AI and Large Language Models. Analysts and vendors encourage everyone to jump on the “AI train” to save costs and upskill yourself. Practitioners share war stories of working with data scientists to test out the latest LLMs. When it comes to Gen AI, there’s lots of marketing speak, but then, there’s research!

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Betting buzz: Caitlin Clark, Indiana Fever draw 3 times more bets than WNBA average


WNBA games involving Caitlin Clark attracted approximately three times more bets than games without her in May, according to recently released results of an analysis by marketing firm Optimove. The post Betting buzz: Caitlin Clark, Indiana Fever draw 3 times more bets than WNBA average appeared first on Optimove.

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Digital Business Strategy Services Providers Must Evolve To Deliver Value

Forrester's Customer Insights

In a transforming market, digital service providers must move towards delivering value for digital business strategy.

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Anthropic Claude 3.5 Sonnet ranks number 1 for business and finance in S&P AI Benchmarks by Kensho

AWS Machine Learning

Anthropic Claude 3.5 Sonnet currently ranks at the top of S&P AI Benchmarks by Kensho , which assesses large language models (LLMs) for finance and business. Kensho is the AI Innovation Hub for S&P Global. Using Amazon Bedrock , Kensho was able to quickly run Anthropic Claude 3.5 Sonnet through a challenging suite of business and financial tasks.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Every Revenue Process Transformation Will Be Unique — Just Get Started

Forrester's Customer Insights

A revenue process transformation isn’t a project or single workshop initiative. It’s an ongoing, collaborative effort that requires organizations to meet their buyers at every stage of their journey. Learn what it takes to get started.

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Achieve up to ~2x higher throughput while reducing costs by up to ~50% for generative AI inference on Amazon SageMaker with the new inference optimization toolkit – Part 2

AWS Machine Learning

As generative artificial intelligence (AI) inference becomes increasingly critical for businesses, customers are seeking ways to scale their generative AI operations or integrate generative AI models into existing workflows. Model optimization has emerged as a crucial step, allowing organizations to balance cost-effectiveness and responsiveness, improving productivity.