Sat.May 06, 2023 - Fri.May 12, 2023

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How to Create a Seamless Omnichannel Customer Experience

Feedbackly

In this age of convenience, customers demand a lot more agility from brands than before, and omnichannel customer experience is one of them. It is a term that got increasingly popular ever since e-commerce disrupted the traditional market. But, it wasn’t until a decade ago that it became a necessary strategy for every business, and it was fuelled by the increase in digital channels available for customers to connect with a brand.

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Instant, Urgent, and Immediate – The experience today’s consumers want

Adrian Swinscoe

This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […] The post Instant, Urgent, and Immediate – The experience today’s consumers want first appeared on Adrian Swinscoe.

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5 Ways to Use Customer Feedback to Retain Customers

Zonka Feedback

With Customer Feedback, understand what your customers want and offer targeted solutions to retain them over the long term. Getting customers is only half the battle, keeping them is the other half that requires much more effort. Intercom once witnessed customer churn when it started losing customers at an alarming rate, with a churn rate of 5.5% per month.

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The Trifecta of Trust: A Blueprint for Customer Experience Success

Doing CX Right

Joe Folkman, a leadership expert, and Stacy Sherman explain the importance of trust in business and 3 proven ways to build and repair relationships when broken. The post The Trifecta of Trust: A Blueprint for Customer Experience Success appeared first on Doing CX Right.

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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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Designing a differentiated B2B experience – a 22 step challenge

eglobalis

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

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Customer Service VS. Customer Experience

Ann Michaels and Associates

When you are in the business of evaluating customer services levels for your clients, you tend to notice the details. Walk into an ice cream store with your kids or grandkids and you are automatically in tune with the “vibe” of the store. Is there music playing? How easy/hard is it to figure out the menu options? Were you greeted when you walked in the door?

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How to Break the Rules and Delight Customers

ShepHyken

There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above.

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Stop using Customer Engagement as jargon and let’s truly understand it

Beyond Philosophy

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

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Why Generative AI Will Revolutionize Customer Success

Gainsight

By Nick Mehta, CEO, Gainsight What does ANYONE want to talk about in business right now besides generative AI? Maybe the Met Gala outfits? It’s the number-one unprompted topic in every single conversation I have with a Customer Success (CS) leader or CEO. As we’ve reflected at Gainsight, the opportunities abound for a revolution in Customer Success using generative AI.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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Sentiment Analysis on Customer Feedback: A Guide to Enhance Customer Experience

Lumoa

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

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[Experience Action Podcast] Getting Data Right [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

The post [Experience Action Podcast] Getting Data Right [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

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Lets really understand what Customer Engagement is and how to improve it

Beyond Philosophy

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

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The Machine is Out of Order [Again]

TechSee

It’s almost a joke now, isn’t it? You go to a popular fast food chain or pharmacy, or something similar and find that whatever you were there to do, get a milkshake, or print some photos, can’t be done because “the [insert machine] is down” One reason could be that these machines are complex pieces of equipment that require regular maintenance and cleaning.

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Retail Tech: Empower Associates, Optimize CX, and Boost Productivity

Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.

Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity? This exclusive webinar with Andrew Regan will dive into strategies to empower retail associates for success with new technology.

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Effective Steps for Powerful Small Business Reputation Management

ReviewTrackers

A small business is defined as an organization that employs 500 people or less. Surprisingly, small businesses are responsible for over 50 percent of the jobs in the United States, and there are over 22 million small businesses currently active in the economy. Over half a million small businesses get started every month, but very few survive. For a small business to survive and thrive, it is essential to get the basics right and find creative ways to create buzz about their offering, without sac

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Announcing new Jupyter contributions by AWS to democratize generative AI and scale ML workloads

AWS Machine Learning

Project Jupyter is a multi-stakeholder, open-source project that builds applications, open standards, and tools for data science, machine learning (ML), and computational science. The Jupyter Notebook, first released in 2011, has become a de facto standard tool used by millions of users worldwide across every possible academic, research, and industry sector.

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Great Leaders Speak Last

The DiJulius Group

Have you ever been in a meeting where as soon as the most senior leader in the room starts to share what they think, the brainstorming and volleying of ideas cease? The conversation becomes completely reoriented around their thoughts. Most leaders, including me, feel like it is our job to state the challenge or opportunity. Read Full Article The post Great Leaders Speak Last appeared first on The DiJulius Group.

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The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles

Doing CX Right

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

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Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

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The Playbook to Follow for Psychological Safety at Work with Minette Norman

Russel Lolacher

In this episode of Relationships at Work, Russel chats with DEI consultant and author Minette Norman on the playbook to follow to create psychological safety and be more human in the workplace. A few reasons why she is awesome  —  she is a keynote speaker and the name on the sign for Minette Norman Consulting LLC, helping leaders create more diverse, equitable and inclusive.

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Host ML models on Amazon SageMaker using Triton: Python backend

AWS Machine Learning

Amazon SageMaker provides a number of options for users who are looking for a solution to host their machine learning (ML) models. Of these options, one of the key features that SageMaker provides is real-time inference. Real-time inference workloads can have varying levels of requirements and service level agreements (SLAs) in terms of latency and throughput.

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The Impact Of Remote Work On Workforce Management

Playvox

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work.

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6 Tips for Success with Brand Tracking

2020 Research

You know how important brand tracking is to help your organization stay competitive and better connected with customers. Unfortunately, navigating the complexities of brand tracking and pulling out actionable insights can be daunting. That’s why we’ve compiled “ 6 Tips for Success with Brand Tracking” to help improve your brand tracking experience.

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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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Prioritizing Governance, Risk, and Compliance to Build a Lasting Impact in Banking

West Monroe

The banking industry is experiencing systemic change from all sides—volatile markets, increasing dependence and influence of technology, and both shifting consumer and corporate banking demands—and it feels like any moment there could be another shoe that drops. There’s also heightened awareness and scrutiny around risk and whether organizations are equipped to protect their systems and customers.

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AI-powered code suggestions and security scans in Amazon SageMaker notebooks using Amazon CodeWhisperer and Amazon CodeGuru

AWS Machine Learning

Amazon SageMaker comes with two options to spin up fully managed notebooks for exploring data and building machine learning (ML) models. The first option is fast start, collaborative notebooks accessible within Amazon SageMaker Studio —a fully integrated development environment (IDE) for machine learning. You can quickly launch notebooks in Studio, easily dial up or down the underlying compute resources without interrupting your work, and even share your notebook as a link in few clicks.

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Call Center Dialer Software: Optimization Best Practices

NobelBiz

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and perfo

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Disrupt and Transform: IBM CMO/CCO Jonathan Adashek on How the Company Evolves

Blake Morgan

 How does a company founded in 1911 stay relevant and a leader in the tech space today? Continual evolution and a willingness to disrupt. IBM has long been a leader in the technology industry because of its willingness to experiment and challenge the status quo. Chief Communications and Chief Marketing Officer Jonathan Adashek attributes that to staying on top of advancements and being willing to adapt and find creative solutions.

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The Ultimate CX Solution: Combining Software + Service

In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

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This is Digital, Episode 18: The Digital Economy: Is a Recession Really Coming?

West Monroe

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "The Digital Economy: Is a Recession Really Coming?" on Spreaker. About the episode A recent survey reveals 93% of CEOs are preparing for a recession. When will it happen?

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Host ML models on Amazon SageMaker using Triton: TensorRT models

AWS Machine Learning

Sometimes it can be very beneficial to use tools such as compilers that can modify and compile your models for optimal inference performance. In this post, we explore TensorRT and how to use it with Amazon SageMaker inference using NVIDIA Triton Inference Server. We explore how TensorRT works and how to host and optimize these models for performance and cost efficiency on SageMaker.

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Build Better Content with These Digital Asset Management Capabilities

Merkle

Digital Asset Management (DAM) systems are becoming increasingly sophisticated, offering advanced features that enhance content delivery, maintain brand consistency, and even provide digital rights management services. I’ll cover seven key capabilities that are transforming DAM systems, enabling organizations to streamline their workflows, improve content management, and ultimately deliver a more engaging and personalized user experience.