Sat.Oct 05, 2024 - Fri.Oct 11, 2024

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The Thrilling Journey of a Customer Experience Leader: The 10+1 list

ECXO

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. So, I wanted to share some of the main things I do in this role. You might be wondering what I mean by “10+1” – don’t worry, I’ll explain soon. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.

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The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience.

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.

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Your Customer Service Isn’t Great (but it could be)

Northridge Group

Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect AI agents to be an extension of their brand’s identity, reflecting its values and voice (Zendesk). In that same study, leaders said they believe generative AI will provide warmth and […] The post Your Customer Service Isn’t Great (but it could be) first appeared on Northridge Group.

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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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Improving Customer Experience: NBC Bank Showcases New Initiatives

CSM Magazine

Theobald Sabi, Managing Director, The National Bank of Commerce (NBC) The National Bank of Commerce (NBC) in Dar es Salaam has kicked off its Customer Service celebrations, focusing on service enhancements to better cater to customer needs. Managing Director Theobald Sabi emphasized the bank’s commitment to customer satisfaction with the theme “Above and Beyond,” underlining the importance of customer feedback in shaping service improvements.

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Transformation of Customer Experience in Financial Services | AmplifAI

Amplifai Coaching Category

Discover how AI is transforming customer experience in financial services for 2025. From tackling industry hurdles to delivering exceptional CX, learn how leading financial institutions are boosting their bottom line by building up their frontline.

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How to Improve Customer Experience In Your Organization

InMoment XI

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.

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BPO for Airline Industry: Enhancing Airline Customer Experience Through Outsourced Support Solutions

Advantage Communications

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. With the rise of digital services (such as websites and apps) and the growing demand for round-the-clock service, airlines face the challenge of maintaining high-quality customer support across multiple touchpoints.

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How to Collect Customer Feedback to Boost Business Revenue

InMoment XI

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Are they satisfied with your overall product? Is there anything about your service they wish they could change? How likely are they to recommend your brand to their friends? Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.

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

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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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How to Align Customer Service and Experience to Drive Lasting Business Growth

Experience Investigators by 360Connext

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio

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Top 10 Things to Assess on Your Contact Center Vendor Site Visit

BlueOcean

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.

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Cast Your Line: 6 Survey Distribution Methods to Boost Response Rates

IntouchInsight

You’ve crafted your survey—fine-tuned the questions, ensured they’ll gather the insights you need, and polished the design to make it visually appealing. But creating a great survey is only half the battle. To truly maximize its impact, you need an effective survey distribution strategy.

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Q3 Product Feature Highlights

InMoment XI

InMoment’s Q3 product release focuses on making integrated CX more actionable, faster, and easier. With AI-powered improvement suggestions, more robust API integrations and intelligent automation, competitor review data ingestion, and individual speaker insights from customer conversations—it’s time to take your CX program to new levels. To dive deeper into these advancements, speak with an expert or contact a dedicated account manager.

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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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[Experience Action Podcast] CX Pulse Check – October 2024

Experience Investigators by 360Connext

This is your October CX Pulse Check. Once a month, we check in to find out what’s happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year.

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Top 10 Things to Assess on Your Contact Center Vendor Site Visit

BlueOcean

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.

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Is this the AI you are looking for? Identifying the optimal Agentic AI for YOU

TechSee

Not all Agentic AI solutions are created equal. Finding the optimal Agentic AI for your organization is not a simple task. It seems like every provider claims to feature very similar technologies, often at wildly different price points. In this post, we will explore the key differentiating factors between basic and more advanced Agentic AI solutions and how to evaluate which provider will best meet your needs.

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Social Media Management Tips to Increase Visibility and Success

InMoment XI

Did you know that 63.7% of the global population uses social media? And over one in four users are using social media to either find things to purchase or find inspiration for things to do and buy. Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. To make sure your brand can benefit from the use of social media, you need to implement social media management.

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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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Building Rapport In Sales Is An Essential Selling Skill – Here’s Why

Integrity Solutions

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. While technology has made it easier than ever for buyers to access information, B2B buyers in particular are looking for insights and advice from a salesperson they can trust and who they believe has their best interests in mind to help them make good decisions.

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Improve Your Workshop Success: Proven Tips to Engage and Motivate Your Audience

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: In my line of work, I run a lot of workshops. Today, I wanted to share some things I learned about running a successful workshop. Before we get into the rest of the tips, it is important to remember that if you are running a workshop, you need to break the ice.

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Reach vs. Impressions: What’s the Difference and How to Optimize Both for Your Social Media Strategy

Brandwatch CX

Learn the key differences between reach and impressions in social media marketing, and how to use both metrics to boost your content strategy and results.

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Dive deep into vector data stores using Amazon Bedrock Knowledge Bases

AWS Machine Learning

Customers across all industries are experimenting with generative AI to accelerate and improve business outcomes. Generative AI is used in various use cases, such as content creation, personalization, intelligent assistants, questions and answers, summarization, automation, cost-efficiencies, productivity improvement assistants, customization, innovation, and more.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Personalization in the Age of Artificial Intelligence with Mark Abraham

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is true personalization? How can AI enhance personalization? How does personalization contribute to customer loyalty and satisfaction? How can businesses balance personalization with customer data privacy concerns? What are some common misconceptions about personalization in customer service?

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Discover The Secret of How to Gain Actionable Customer Insights

Beyond Philosophy

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.

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How to Grow Spare Parts Sales for Aftermarket Revenue and Profit

Middlesex Consulting

Introduction This year’s most viewed article on the Middlesex Consulting blog list is “How Should I Price Spare Parts?” When I first saw this statistic, I wondered why it was so popular. Then, I realized that spare parts sales are usually the most significant component of aftermarket revenue. It is common for spare parts sales […] The post How to Grow Spare Parts Sales for Aftermarket Revenue and Profit appeared first on Middlesex Consulting.

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Creating a Professional Ambience for Your Business Property

Joe Rawlinson

Establishing a professional ambience is essential for any business property. The environment of a workspace influences not only how clients perceive the business but also the productivity and morale of the employees. A well-designed space can instill confidence in visitors and create a positive atmosphere that sets your business apart. Whether you own a corporate office, a retail store, or a hospitality venue, creating a cohesive and polished look is key to leaving a lasting impression.

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Pricing for Profit: How to Set, Negotiate, and Succeed

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

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Build a generative AI Slack chat assistant using Amazon Bedrock and Amazon Kendra

AWS Machine Learning

Despite the proliferation of information and data in business environments, employees and stakeholders often find themselves searching for information and struggling to get their questions answered quickly and efficiently. This can lead to productivity losses, frustration, and delays in decision-making. A generative AI Slack chat assistant can help address these challenges by providing a readily available, intelligent interface for users to interact with and obtain the information they need.

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Reach vs. Impressions: What’s the Difference and How to Optimize Both for Your Social Media Strategy

Brandwatch CX

Learn the key differences between reach and impressions in social media marketing, and how to use both metrics to boost your content strategy and results.

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Top 5 Customer Service & CX Articles for Week of October 7, 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. 7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. What’s emotion got to do with it?