June, 2024

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4 golden tickets to capture CX ROI

Think Customers

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, c

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Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits

eglobalis

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits The post Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits appeared first on Eglobalis.

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The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience

eglobalis

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

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The Rule of Three QUI TAKEAWAYS to Deliver the World’s Best Customer Experience

Bill Quiseng

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Personalization Meets Privacy: How Opti-X Transforms User Data into Enhanced Digital Experiences 

Optimove

See the difference control groups make in this guide Download Now Why it Matters: With increasing data privacy concerns and regulations like the General Data Protection Regulation (GDPR), brands must offer clear value to users in exchange for their data. Users are more likely to share data if it enhances their digital experience through personalization, with 60% willing to share more for personalized benefits.

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Analyzing the Current State of Customer Experience Amid Conflicting Data 

COPC

Maintaining high customer experience (CX) standards determines survival in a competitive market, where customer loyalty is hard to earn and easy to lose. However, recent studies present a conflicting view of CX. Some research paints a grim picture of deteriorating service quality, while other studies found areas of significant improvement. This article explores these divergent findings, drawing comparisons to uncover the actual state of CX today.

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A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

ECXO

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization.

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What’s Everyone Talking About in Customer Experience?

BlueOcean

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. Read on! What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the en

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Ageism in the Workplace: Transforming a Challenge into a CX Opportunity

Doing CX Right

Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Mystery Shopping Scores: Understanding Brand Execution

IntouchInsight

Businesses use mystery shopping as a valuable data collection method to evaluate and improve customer experience, product quality, operational efficiency, and more. The results of these evaluations are typically presented as mystery shopping scores.

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Enhancing Tech Adoption through Exceptional Design

eglobalis

Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko The post Enhancing Tech Adoption through Exceptional Design appeared first on Eglobalis.

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[Experience Action Podcast] CX Pulse Check – June 2024

Experience Investigators by 360Connext

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators’ Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware.

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Product News – June 2024

Lumoa

Lumoa Product News for June 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?

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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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Implementing Proactive Chat Initiatives to Reduce Shopping Cart Abandonment

Comm100

Shopping cart abandonment is a major headache for eCommerce businesses, leading to significant lost revenue—but there’s good news: proactive chat initiatives can make a big difference. In this article, we’ll take a closer look at how engaging customers at just the right moments with chatbots during their online shopping journey can help reduce cart abandonment rates.

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What’s New at TechSee: Q2 2024 Highlights

TechSee

AI automation for customer experience and service is more than just an industry talking point. AI augmentation and automation are rapidly becoming operational realities for hundreds of enterprise service and CX leaders worldwide. Below are select highlights from our product team, showcasing our latest innovations and advancements in this exciting and emerging space.

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Top Mistakes to Dodge: How to Spot Bad Survey Questions & Improve Your Data

Retently

Are your surveys yielding questionable data? The issue might lie in bad survey questions. From biases to respondent confusion, these flawed questions can skew results and invalidate your data. This article breaks down typical mistakes, showing you how to spot and eliminate problem areas to enhance the quality of your surveys. Stick around, and let’s get your survey game on point.

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A Massive Effect On Decision-Making is the Mood You Are In, Here’s Why A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.

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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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[Experience Action Podcast] Cross-Functional Communication

Experience Investigators by 360Connext

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

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The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience

ECXO

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience. From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations

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The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence.

Bill Quiseng

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

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Understanding AI Memory: A Deep Dive into the Cognitive Layers of Service Automation

TechSee

Introduction Artificial intelligence (AI) continues to evolve, becoming increasingly integral in various sectors, from automating customer service to picking stocks. One of the core technologies propelling this progression are advances in memory within AI systems. Robust AI systems employ different types of memory, each enhancing how these systems learn, remember, adapt and make decisions over time.

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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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10 Essential Demographic Questions for Insightful Survey Results

Retently

Have you ever wondered why some products become instant hits while others flop? Or why do certain marketing campaigns resonate with some people but not with others? The answer often lies in understanding the people you’re trying to reach. That’s where demographic surveys come in. This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions.

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Seamless Audience Syndication: Your 90-Day CDP Roadmap

Blueshift

Audience syndication and CDPs go together like birthday parties and pizza. Like sandy beaches and soft towels. Like tea and your favorite mug. The right CDP implementation just makes audience syndication better. Admittedly, setting up a CDP isn’t always as fun as a day at the shore, but it doesn’t have to be daunting. We’ve created a sample timeline to show how easy it can be to onboard a CDP and get started with audience syndication.

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[Experience Action Podcast] Cybersecurity and CX

Experience Investigators by 360Connext

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares insights into managing customer experience amid significant cybersecurity incidents. We’ll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur.

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The Double Agents of CX: Who are they and what do they do?

ECXO

The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. “But what are you talking about?”, you might be asking, well, let me explain to you better. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro