Sat.Jun 08, 2024 - Fri.Jun 14, 2024

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If your customer experience isn’t broken, fix it.

Innovative CX

Why not follow the engineer’s motto when it comes to serving customers? If it isn’t broken, take it apart and fix it! If your contact center is working at peak efficiency, here’s your chance to take it to the next level. I know it sounds strange but are you sure you’re delivering the kind of experience your customers expect from your organization? Are you content with your existing CX approach despite significant shifts in what customers expect from organizations today versus a year ago or even

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A Massive Effect On Decision-Making is the Mood You Are In, Here’s Why 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: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.

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Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience

ECXO

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening. Yes, you heard it right—sometimes, talking less and listening more can be the magic key to unlocking a treasure trove of benefits for your workplace and customer relations.

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A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

ECXO

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko 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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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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Meet or Exceed Your Customer’s Expectations, or Risk Having Her Churn

Middlesex Consulting

When a business, either a private or public company or a government agency, embarks on a significant purchase, such as capital equipment, enterprise software, or a combination of both, it typically forms a Procurement Committee. This committee plays a crucial role in ensuring that the business secures the best product from the most reputable seller […] The post Meet or Exceed Your Customer’s Expectations, or Risk Having Her Churn appeared first on Middlesex Consulting.

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Your Customers have figured it out. Have you?

Zeisler Consulting

My local grocer has a problem. All of us who shop there are aware of it, and even compensate for it. But it doesn’t seem that they even realize it. Ours is a pretty urban location in the midst of a university neighborhood. Sure, there are a few families with their 2.3 children each, but most of the households either have no-kids or are comprised of college kids themselves.

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C-Store Trends: Insights Into the Future of Convenience Stores

IntouchInsight

Our Convenience Store Trends Report 2024 - Powering the Next Era of Convenience Store is finally here! This year, we aimed to address three primary questions: What motivates customers to visit convenience stores? How can C-Store leaders and operators encourage customers to spend more time in-store? How can they be turned into loyal customers?

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Driving Growth with Customer Engagement: Kaizen Gaming’s Marketing Journey

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketers often face the challenge of engaging with existing and potential customers effectively and at scale to grow their customer base and quickly penetrate new markets. In this case study, learn how Kaizen Gaming achieved this goal using Optimove’s Customer-Led Marketing Platform.

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7 Ways Companies Use AI for Customer Service

Help Scout

Explore real-world examples and best practices for implementing AI effectively in customer service.

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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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Text Mining: Everything You Need to Know

InMoment XI

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. However, extracting meaningful insights from this unstructured data can be challenging. This is where text mining comes into play. By transforming unstructured text data into valuable information, text mining enables businesses to uncover hidden trends, sentiments, and relationships within the data.

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Enhancing Tech Adoption through Exceptional Design

eglobalis

Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko The post Enhancing Tech Adoption through Exceptional Design appeared first on Eglobalis.

Analytics 274
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[Experience Action Podcast] Cross-Functional Communication

Experience Investigators by 360Connext

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

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The Essential Customer-Centric Mission Statement for Achieving Success

C3Centricity

A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the team towards shared objectives and fostering a sense of belonging. By guiding decision-making processes, it ensures that all actions align with the organization’s dedication to customer satisfaction, thereby setting expectations for employees and customers.

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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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Visuals Transform Everything: A Picture is Worth a Thousand Words

TechSee

Have you seen one of those viral videos where a toddler put on glasses for the first time? In one uplifting moment, their entire world is changed. The awe, the recognition, the connection — all captured in an instant. This is the power of visuals. A picture is worth a thousand words. In service, a single picture represents seven minutes of conversation.

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Build a custom UI for Amazon Q Business

AWS Machine Learning

Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.

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Is Surge Pricing a Game-Changer or Deal-Breaker for Customers?

Beyond Philosophy

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.

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AI & Omnichannel for Contact Center Success

Upstream Works

Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.

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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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Visuals Transform Everything: A Picture is Worth a Thousand Words

TechSee

Have you seen one of those viral videos where a toddler put on glasses for the first time? In one uplifting moment, their entire world is changed. The awe, the recognition, the connection — all captured in an instant. This is the power of visuals. A picture is worth a thousand words. In service, a single picture represents seven minutes of conversation.

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Scalable intelligent document processing using Amazon Bedrock

AWS Machine Learning

In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.

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Best Ted Talk of 2024 / Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For

The DiJulius Group

Best Ted Talk of 2024 / The Employee Experience Revolution Hits Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For / New EX Academy / 50% off EXR books The Employee Experience Revolution Hits Bestseller The Employee Experience Revolution: Increase Employee Morale, Retain Your Workforce, and Drive. Read Full Article The post Best Ted Talk of 2024 / Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For appeared first on The DiJuliu

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What Is Back Office Support? Examples & Benefits

Helpware

“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.

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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 June 10, 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. Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products.

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10 Fascinating Blackpink Facts and Statistics

Brandwatch CX

We dive into the world of Blackpink with mind-blowing facts and stats, and why brands should work with them.

Brands 105
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Help Scout Works Best When

Help Scout

While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.

Tools 67
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4 golden tickets to capture CX ROI

Think Customers

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, c

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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?