January, 2024

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Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust

eglobalis

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

Metrics 123
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A New Breakthrough Model of Customer Experience – Quantum Customer Centricity™

C3Centricity

The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX.

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Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction

Doing CX Right

Are toxic employees driving your customers away? Learn how to attract top talent and increase customer satisfaction on Doing CX Right Podcast with host Stacy Sherman & guest Bryan Adams. The post Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction appeared first on Doing CX Right.

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What can Disneyland teach us about the customer journey?

MyCustomer

Why is Disneyland the most magical place on earth? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney's "desire paths" and how this method can be adopted to enhance the customer journey and experience.

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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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Top Customer Service and CX Predictions and Trends for 2024

ShepHyken

Happy New Year! What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024. You can simply read these predictions or take action on them.

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What Sport Teaches Us About How to Improve Your Customers’ Experience

Beyond Philosophy

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.

Sports 88
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A Guide to Choosing the Right Text Analysis Software for Your Business

Lumoa

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Analysis 394
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Voluntary Response Bias in Sampling

InMoment XI

If you received an invitation to take a survey, you would probably be more likely to actually participate if the topic of the survey interested you. That’s the heart of voluntary response sampling. Like all other methods of sampling, voluntary surveys have their pros and cons. It’s one of the easiest ways to sample quickly and get responses, but it can also result in voluntary response bias.

Survey 324
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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

BlueOcean

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

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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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Actioning Customer Feedback: The Secret to Turning Difficult Customers into Loyal Advocates

C3Centricity

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.

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Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony

Comm100

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.

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“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality

ShepHyken

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.

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Architect defense-in-depth security for generative AI applications using the OWASP Top 10 for LLMs

AWS Machine Learning

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Examples of applications include conversational search, customer support agent assistance , customer support analytics , self-service virtual assistants, chatbots , rich media generation , content moderation , coding companions to accelerate secure, high-performance software development , deeper insights from multim

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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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How to Select the Best Customer Experience Management Software

InMoment XI

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.

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CDP Spotlight: 7 Key Takeaways From Industry Experts

Blueshift

Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. Customer Data Platforms (CDPs) are designed to tackle this challenge head-on by seamlessly unifying and making customer data accessible for marketers.

Industry 116
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New year, new CS: 2023 recap and what’s to come in 2024

Totango

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.

Software 112
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Generative AI Customer Service: The Benefits & Challenges

Comm100

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.

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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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Three ways research offices can lead researchers to more funding

Clarivate

Over half of research office leaders say researchers are disengaged. How can you close the gap to win more funding? In late 2023, Research Professional News, an editorially independent part of Clarivate , surveyed research office leaders and staff as well as researchers around the world, taking a close look at the challenges facing them today and in the future.

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The Customer-Centric Compass

CSM Magazine

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

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How to boost your brand with automated review sharing

BirdEye

Reviews are the modern-day word of mouth. They build trust and help businesses understand what they’re doing right and where there’s room for improvement. Reviews can also be repurposed for various channels and become one of your best marketing tools. But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive.

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Unlocking Success in 2024 With These 6 Essential Learnings From 2023

Beyond Philosophy

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your persona

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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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Unlock growth potential with Totango revenue intelligence integrations

Totango

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to success.

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Comm100 Releases Annual Live Chat Performance Benchmarks for 2024

Comm100

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. This report is designed to help: Live chat teams understand how they compare to peers in their industry and of the same team size, and Organizations that are considering the adoption of live chat and want to learn how it could improve their operations.

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The Kustomer Service Pulse: 2023’s Viral Customer Service Moments

Kustomer

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. While 2023 may have been the year of Barbenheimer and Taylor Swift, we also saw great strides in customer service.

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The Complete Guide to Social Media Lead Generation

Brandwatch CX

Your social media platforms can be a gold mine for leads. Brandwatch uses our presence on sites like LinkedIn and Twitter to generate leads, so we’re going to preach what we practice. If you get it right, social media lead generation is a viable and valuable strategy. Don’t let anyone else tell you different. We’ve put together some general advice, but if you want platform-specific tips you can jump ahead: Twitter Lead Generation LinkedIn Lead Generation Facebook Lead Generatio

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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The smooth sailing guide to social media approval workflows

BirdEye

Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. And the wrong post at the wrong time can torpedo your brand’s reputation faster than you can say “delete!” That’s why having a structured social media approval process is so critical.

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Unlocking Customer Insights Mastering the Art of Effective Customer Research

Beyond Philosophy

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.

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Expert tips to unlock business growth with customer success operations

Totango

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.