Sat.Feb 10, 2024 - Fri.Feb 16, 2024

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Why You Should Build an Omnichannel Customer Experience

InMoment XI

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. In order to do that, you need to work to create an omnichannel customer experience that allows customers to contact you when they want, how they want, and where they want.

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How to Upgrade to an Advanced Customer Experience Strategy

Lumoa

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Strategy 195
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The imperative of customer trust in 2024

Adrian Swinscoe

How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security […] The post The imperative of customer trust in 2024 first appeared on Adrian Swinscoe.

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Integrated CX: The Complete Guide

InMoment XI

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. However, creating an integrated CX program can make this easier than you might think. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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AI in CX Success: Finding Your Ideal Starting Point, Scaling Up

TechSee

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success. This post will explore how enterprise leaders can find the optimal first initiative for using AI to augment or automate their customer experience or service.

Study 109

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Ford Versus Ferrari: A Lesson in Customer Experience?

ShepHyken

Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point:  Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work.

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143: How to Get Millennials & Gen Zs to Deliver World-Class Customer Experience

The DiJulius Group

Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale. In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how. Read Full Article The post 143: How to Get Millennials & Gen Zs to Deliver World-Class Customer Experience appeared first on The DiJulius Group.

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Improving Customer Experience Through Stratified Sampling

InMoment XI

Market research and market segmentation is a crucial part of launching any campaign or product. One part of this process that is often overlooked is how market segments are developed. It is important to use proper sampling techniques to gain the most accurate market segmentation results. One of these techniques is stratified sampling. Stratified sampling provides businesses with a nuanced understanding of customer preferences and behaviors within each segment, allowing for the development of per

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[Experience Action Podcast] Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX

Experience Investigators by 360Connext

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

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Lumoa’s biggest features for 2023!

Lumoa

Lumoa’s biggest features for 2023 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… GPT Summaries Lumoa can now summarize thousands of feedback at the push of a button: Save time – No longer need to read feedback one by one Reporting made easy – C

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Why SaaS Leaders Should Outsource Their Customer Success Program

BlueOcean

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models.

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Unleashing the Power of Integrated CX: Strongest Signals

InMoment XI

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos. This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement.

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The Human Touch in a Tech-Driven World

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them?

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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2024 Journal Citation Reports: Changes in Journal Impact Factor category rankings to enhance transparency and inclusivity

Clarivate

New – unified rankings for each of our 229 science and social science categories; no Journal Impact Factor (JIF) rankings for the arts and humanities categories The scholarly landscape is witnessing a significant increase in both the quantity and sophistication of fraudulent behaviors, posing a substantial threat to the integrity of the scholarly record.

Report 141
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Why SaaS Leaders Should Outsource Their Customer Success Program

BlueOcean

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models.

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The Complete Guide: How to Respond to Google Reviews

InMoment XI

Learning how to respond to Google reviews should be part of every company’s brand reputation management strategy. These reviews, which appear on Google Maps and Google Search as well as on your company’s Google Business Profile, give people a way to share their experiences not only with businesses but with fellow consumers, too. Meanwhile, Google searchers rely on these reviews to discover great businesses, products, services, and brands.

How To 195
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Build generative AI chatbots using prompt engineering with Amazon Redshift and Amazon Bedrock

AWS Machine Learning

With the advent of generative AI solutions, organizations are finding different ways to apply these technologies to gain edge over their competitors. Intelligent applications, powered by advanced foundation models (FMs) trained on huge datasets, can now understand natural language, interpret meaning and intent, and generate contextually relevant and human-like responses.

Chatbots 136
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Prepare Now: 2025's Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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The Most Popular Ads, Celebrities, and Reactions: Super Bowl LVIII in Numbers

Brandwatch CX

We looked at social data to see all the winners from this year's Super Bowl – from players to ads to celebrities.

Data 132
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State of online reviews 2024: Embracing automation for growth

BirdEye

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. Birdeye’s vast network, encompassing over 150,000 businesses and a treasure trove of millions of reviews, offers a rich data set to discern these trends.

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Totango wins TrustRadius 2024 Most Loved Award

Totango

On this Valentine’s Day, we’re excited to share in the love ! TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products!

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Code Llama 70B is now available in Amazon SageMaker JumpStart

AWS Machine Learning

Today, we are excited to announce that Code Llama foundation models, developed by Meta, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. Code Llama is a state-of-the-art large language model (LLM) capable of generating code and natural language about code from both code and natural language prompts.

Training 134
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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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AI in CX Success: Finding Your Ideal Starting Point, Scaling Up

TechSee

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success. This post will explore how enterprise leaders can find the optimal first initiative for using AI to augment or automate their customer experience or service.

Study 109
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Lessons from Zappos: Elevating AI Integration for Next-Level Retail Customer Service

Doing CX Right

Explore AI's transformative power to elevate retail customer customer service. Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured guest, Alex Genov from Zappos. The post Lessons from Zappos: Elevating AI Integration for Next-Level Retail Customer Service appeared first on Doing CX Right.

Retail 106
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The Power of Service: How Two Customer Service Leaders Fueled Remarkable Financial Achievements

CSM Magazine

John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. Amazon I believe is the most customer-driven firm in the world. They are Relentless. Net sales increased 12% to $764.8 billion. A $60.8 billion increase in revenue. AWS sales increased 13% to $90.8 billion. Net income was $30.4 billion.

Financial 105
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How Booking.com modernized its ML experimentation framework with Amazon SageMaker

AWS Machine Learning

This post is co-written with Kostia Kofman and Jenny Tokar from Booking.com. As a global leader in the online travel industry, Booking.com is always seeking innovative ways to enhance its services and provide customers with tailored and seamless experiences. The Ranking team at Booking.com plays a pivotal role in ensuring that the search and recommendation algorithms are optimized to deliver the best results for their users.

Training 134
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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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Top Call Center QA Challenges and how AI-Powered Solutions can really help

MiaRec

Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service.

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Just Not That Into Your CDP? Swipe Right on Intelligent Customer Engagement

Blueshift

Love is in the air, but is your relationship with your current Customer Data Platform (CDP) feeling a bit lackluster? This Valentine’s Day, it might be time for a breakup – with your CDP, that is! Imagine your relationship with your current CDP as a bad rom-com: it started off with high hopes, promising grand adventures in the world of customer data.

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This is Digital, Episode 34: The Digital Stadium: How the New Fan Experience Can Drive Revenue

West Monroe

Listen to "The Digital Stadium: How the New Fan Experience Can Drive Revenue" on Spreaker. About the episode Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Fresh off the Super Bowl's digital showcase, dive into how these technologies are enhancing fan experiences by making sports more accessible and interactive than ever.

Sports 98