Sat.Jun 29, 2024 - Fri.Jul 05, 2024

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Sky-rocketing customer experiences using the power of psychology

ECXO

Sky-rocketing customer experiences using the power of psychology Check out this amazing insight! It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. In today’s customer-focused business world, these insights are more important than ever.

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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.

NPS 390
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AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy

Doing CX Right

Examine the CX impact of the controversial Toys 'R' Us AI ad. Discover five critical actions to effectively leverage AI, push boundaries, and captivate your customers. The post AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy appeared first on Doing CX Right.

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Predictive Analytics: Unveiling the Future with Data

InMoment XI

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored.

Analytics 260
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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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Improve Experience with Customer Service Automation

Help Scout

Customer service automation is a great way to scale customer support. When paired with human-driven support, automation makes teams more efficient and gives customers a better experience.

More Trending

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A Comprehensive Analysis of AI’s Impact on the Employee Experience

Think Customers

By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). Read the original here. 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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Boutique vs the Big Guys: What Kind of Contact Center Outsourcer Is Right for You?

BlueOcean

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

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Training Customers to Do It Themselves

ShepHyken

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

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Top Open-Ended Questions Examples and Why They’re Effective

Retently

Have you ever asked a question only to get a “yes” or “no” in response and wished you could uncover a little more? That’s where open-ended questions come into play, especially in the business world where every bit of feedback counts. In this article, we’ll dive into some top open-ended question examples and explore why they’re so effective. Whether you’re looking to enhance your interviews, gather detailed survey responses, or improve customer feedback , you’ll find plenty of useful tips and in

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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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Unlocking Efficient Communication – The Advantages of Chatbots

Comm100

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.

Chatbots 229
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How High's Consistently Achieves CX Goals With Intouch

IntouchInsight

Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help High's achieve consistent customer experience goals year after year?

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Rethinking the role of market researchers in the age of AI

Alida

How will AI impact market research and insights teams? The research field has been slower than other industries to adopt AI due to security, transparency, and integration concerns. Yet, as demands for rapid results increase and research becomes more democratized across business functions, AI adoption is expected to grow.

Marketing 130
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Introducing guardrails in Knowledge Bases for Amazon Bedrock

AWS Machine Learning

Knowledge Bases for Amazon Bedrock is a fully managed capability that helps you securely connect foundation models (FMs) in Amazon Bedrock to your company data using Retrieval Augmented Generation (RAG). This feature streamlines the entire RAG workflow, from ingestion to retrieval and prompt augmentation, eliminating the need for custom data source integrations and data flow management.

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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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As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support

Beyond Philosophy

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.

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What is a Color Analysis Quiz? Find your Color Palette!

SurveySparrow

A Color Analysis Quiz is quintessential to understanding the palette that flatters your unique style the most! I took a seasonal color analysis test quite recently. It turns out I’m a Cool Winter! As per the analysis, I bought and filled my entire wardrobe with colors that suit my eyes, hair, and skin tone. It’s worth it. Take my word for it!

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Unlock Honest Reviews with the Best Anonymous Feedback Tools

Retently

When the goal is to extract genuine feedback without compromising privacy, the challenge lies in finding the appropriate anonymous feedback tool. This piece cuts to the chase, offering insights on how to identify and implement these tools effectively, striking a balance between confidentiality, ease of use, and integration – all while keeping costs in mind.

Tools 78
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Medical content creation in the age of generative AI

AWS Machine Learning

Generative AI and transformer-based large language models (LLMs) have been in the top headlines recently. These models demonstrate impressive performance in question answering, text summarization, code, and text generation. Today, LLMs are being used in real settings by companies, including the heavily-regulated healthcare and life sciences industry (HCLS).

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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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How Risk Massively Impacts Customers’ Buying Decisions and What You Need to Do 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: This episode is the sixth of eight master classes, showing that one event never affects customer behavior. Multiple events can occur at any one time. Today’s master class discusses understanding risks and how we, as human beings, deal with those risks.

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Email Customer Service: A Full Guide with Examples

Helpware

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

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How MiaRec Helps BPOs Overcome 5 Common Challenges

MiaRec

Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. But many BPOs are also adding AI capabilities to their service offering to create a value-add that will help distinguish them in the highly competitive market.

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Build a self-service digital assistant using Amazon Lex and Knowledge Bases for Amazon Bedrock

AWS Machine Learning

Organizations strive to implement efficient, scalable, cost-effective, and automated customer support solutions without compromising the customer experience. Generative artificial intelligence (AI)-powered chatbots play a crucial role in delivering human-like interactions by providing responses from a knowledge base without the involvement of live agents.

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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

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Top 5 Customer Service & CX Articles for Week of July 1, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

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Consumer Spending Slowdown: How to Keep Customers Coming Back

Second to None

In the current economic landscape, consumer spending patterns have undergone a significant transformation. Inflation is rising. There’s also economic uncertainty and shifting priorities. These have led to a softening of consumer spending. An item that was worth $1 in 2020 now costs $1.21. The once “almighty dollar” has lost the purchasing power it once had.

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MiaRec Midyear Update with CX Today

MiaRec

CX Today’s Charlie Mitchell sits down with MiaRec CEO, Gennadiy Bezko, as he proudly showcases our latest innovations: AI Prompt Designer, LLM-based sentiment analysis, and robust multi-language support. These groundbreaking advancements are just the beginning of MiaRec's commitment to revolutionizing contact center AI. Join us as we dive into what’s resonating with customers, unveil our ambitious roadmap, and explore the cutting-edge trends shaping the future of customer experience.

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Identify idle endpoints in Amazon SageMaker

AWS Machine Learning

Amazon SageMaker is a machine learning (ML) platform designed to simplify the process of building, training, deploying, and managing ML models at scale. With a comprehensive suite of tools and services, SageMaker offers developers and data scientists the resources they need to accelerate the development and deployment of ML solutions. In today’s fast-paced technological landscape, efficiency and agility are essential for businesses and developers striving to innovate.

Metrics 85
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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?