Sat.Feb 18, 2023 - Fri.Feb 24, 2023

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Customer Experience Planning: 10 Tips for Success

CSM Magazine

Customer experience planning is essential to the success of any organization. By creating a great customer experience, you can increase customer satisfaction and loyalty. Here are 10 tips for success. 1. Define Your Goals : Do you have a clear picture of what you want to achieve with customer experience planning? This will help determine the scope of your strategy and decide which goals to focus on. 2.

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Why a Customer-First Strategy Is Your Best Business Investment


A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still don’t understand why it is their best business investment for growth as well. So I thought I would (once again) explain why it would be a good idea for all organisations to adopt a customer-first strategy. At its simplest, putting customers’ needs and satisfaction at the heart of a company’s objectives lead to increased loyalty, positive word of mo

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How to Re-energize Your VoC Program


VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. The good news is that there are still ways to get VoC programs back on track.

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The AI Advantage: Top 4 Benefits of AI in Customer Service You Should Know


There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% from 2023 to 2030. So why all this interest? Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more.

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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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How to Get Started with Customer Experience Research Now


Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

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Why You Don't Just Need Customer Support - You Need Multilingual Customer Support


One of the most significant challenges companies face is how to scale internationally. A critical component of that expansion is having multilingual support. Although English is the most popular language online, it only represents 25% of the world's internet users. If companies want to expand to new countries, they must support multiple languages.

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Critical Issue: How to Increase Your Price Without Losing Customers

Beyond Philosophy

Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?” Since I figure with rising supplier and material goods costs, not to mention energy costs increases, many of you are facing the same issue, I thought we could also discuss it here. I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much b

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The two most important stages of customer lifecycle management in uncertain times


Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling.

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Maximize Your Investment in Upskilling Agents


Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first

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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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The Canceling of Hustle Culture…Who is Right?

The DiJulius Group

I have a confession to make. As an entrepreneur, terms such as “the great resignation”, “quiet quitting”, and “the canceling of hustle culture” really made me angry, at least initially. They are the opposite of everything I have ever known to be the recipe for success. Everything I have ever done in my life to. Read Full Article The post The Canceling of Hustle Culture…Who is Right?

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Why Hire a Customer Experience Keynote Speaker

Blake Morgan

Do you need a speaker for your next event, conference, or meeting? Look no further than a customer experience keynote speaker like Blake Morgan to share a motivating and engaging message about how and why to make customers central to every business decision. If you want to jumpstart CX efforts across your company, there’s no better way than a customer experience keynote speaker.

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What elephants and customer experiences have in common

Adrian Swinscoe

This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. Customers are like elephants; they have amazing memories. This means they will […] The post What elephants and customer experiences have in common first appeared on Adrian Swinscoe.

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Bing’s ChatGPT Experience Is Live – What Did We See?


Microsoft officially opened its new AI-powered Bing search experience for a small group of users earlier this month. The launch happened just weeks after the company invested $10 Billion in ChatGPT.

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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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How to Do SEO in Digital Marketing


At DemandJump, we know a couple of things to be true. First, we know that 91% of the internet’s content—good, bad, or otherwise—is never seen by anyone. Second, we know that by leveraging the right mix of modern search engine optimization (SEO) and digital marketing strategies, marketers can significantly increase the chances that their content will be seen.

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Contract Negotiation: How to Reach Agreements with Outsourcing Vendors

Magellan Solutions

Negotiations are typically necessary before coming to a business deal. Each party typically makes some compromises during a contract negotiation to obtain what it truly wants. When negotiating a contract, it’s important to remember that both parties want to come away with a good result. By reaching an agreement, both sides can benefit from the relationship and avoid any conflict in the future.

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Generative AI – The Dawn Of A New Era


Last Updated on February 19, 2023 Let’s play a game. There are 2 short paragraphs of sentences that follow. ChatGPT wrote one of them. The other one was written by yours truly. Can you tell which one is which? The subject is “ Funny way of explaining the layoffs in the US tech industry.” Paragraph [.] The post Generative AI – The Dawn Of A New Era appeared first on Kommunicate Blog.

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The complete guide to social media management for modern businesses


Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s an essential part of our everyday lives, and there are no signs it’s slowing down. Social media is also a powerful marketing tool used by businesses of all sizes. It’s especially important for local businesses looking to connect with their communities and grow their customer base.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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AWS and Hugging Face collaborate to make generative AI more accessible and cost efficient

AWS Machine Learning

We’re thrilled to announce an expanded collaboration between AWS and Hugging Face to accelerate the training, fine-tuning, and deployment of large language and vision models used to create generative AI applications. Generative AI applications can perform a variety of tasks, including text summarization, answering questions, code generation, image creation, and writing essays and articles.

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AI Escalations – Be The Elephant!

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software They say an elephant never forgets. Unfortunately, many contact centers have the unfortunate habit of doing just that. With the addition of new AI channels, the problem is only going to get worse. Having to repeat information to a contact center agent constantly comes in near the top in the order of things that negatively impact customer satisfaction.

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How to Integrate Kommunicate with Sunshine Conversations


Last Updated on February 20, 2023 Zendesk’s Sunshine Conversations enables businesses to integrate messages from various channels into one continuous conversation and create interactive experiences across all platforms. By providing a unified API and built-in connectors for popular business tools such as Slack and Zendesk, every team within the organization can access a consolidated view [.

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5 tips to supercharge your CS operations playbook


Challenging economic times really put pressure on teams to retain revenue. How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Modular functions design for Advanced Driver Assistance Systems (ADAS) on AWS

AWS Machine Learning

Over the last 10 years, a number of players have developed autonomous vehicle (AV) systems using deep neural networks (DNNs). These systems have evolved from simple rule-based systems to Advanced Driver Assistance Systems (ADAS) and fully autonomous vehicles. These systems require petabytes of data and thousands of compute units (vCPUs and GPUs) to train.

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Which Are The Best SEO Strategies?


Which Are the Best SEO Strategies? Every day, marketers wrestle with the question of how to develop and execute an effective search engine optimization (SEO) strategy. The benefits of an effective SEO strategy are wide-ranging and well-documented, but primarily center around increasing the amount of traffic your website receives. This, in turn, attracts and engages prospects—and can nurture those relationships into conversions.

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Revolutionizing Healthcare: The Benefits And Challenges Of Booking Doctors Appointment Online


Last Updated on February 24, 2023 The average patient waiting time for a new doctor’s appointment is 10 days in the United Kingdom, according to this report. In the US, this time can go as high as 22 days. Booking a doctor’s appointment is a cumbersome process, and it must be seamless considering the fact that [.] The post Revolutionizing Healthcare: The Benefits And Challenges Of Booking Doctors Appointment Online appeared first on Kommunicate Blog.

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A Perfect Match: How Glia Call Center Creates a Customer Service Power Couple


Some things are better together: Here’s how Glia Call Center combines digital and phone service to create a dynamic customer service duo. The post A Perfect Match: How Glia Call Center Creates a Customer Service Power Couple appeared first on Glia Blog | Digital Customer Service Explained.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Accelerate disaster response with computer vision for satellite imagery using Amazon SageMaker and Amazon Augmented AI

AWS Machine Learning

In recent years, advances in computer vision have enabled researchers, first responders, and governments to tackle the challenging problem of processing global satellite imagery to understand our planet and our impact on it. AWS recently released Amazon SageMaker geospatial capabilities to provide you with satellite imagery and geospatial state-of-the-art machine learning (ML) models, reducing barriers for these types of use cases.

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Check out how Guided Answers for ‘Working with SAP Product Support’ will make your life easier!

SAP Customer Experience

What are Guided Answers in general? Guided Answers help you troubleshoot and find solutions to your issues – either from a technical perspective (e.g., troubleshooting steps, performance tuning, survival guide, best practice) or from a non-technical perspective (e.g., right contact/department or processes) using a step-by-step guide. SAP experts document exact.

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Behind the Feedback: Advanced User Management


Nothing makes a product team’s day quite like seeing our users enjoy the latest features we’ve poured our hearts into. It’s like a sweet melody to our ears, and we’re over the moon when we know we’ve hit the right notes. That being said, we can’t take all the credit. We’ve got a not-so-secret secret […] The post Behind the Feedback: Advanced User Management appeared first on Mopinion.