Sat.Mar 16, 2024 - Fri.Mar 22, 2024

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Hyper-Personalization: The Future of Customer Experiences

CX University

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. One such approach that is gaining traction is hyper-personalization. This cutting-edge strategy goes beyond traditional personalization techniques that you may be using now by leveraging advanced technologies to create highly individualized interactions that cater to the specific needs and preferences of each customer.

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CX Automation: Unlocking Customer Experience Excellence

Zonka Feedback

Companies worldwide are harnessing automation technology to streamline operations, minimize human errors, and save valuable time in delivering exceptional service. From AI-powered chatbots handling customer inquiries round-the-clock to automated email campaigns tailored to individual preferences, the possibilities are endless.


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10 Best Customer Experience Management Software Companies 2024


Did you know that 72% of customers will share a positive experience with 6 or more people? 72% is a big number, so are you capitalizing on it? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace.

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Unveiling Integrated CX Part 2: Richest Insights for Transformative Results

InMoment XI

True excellence in CX demands a transformative strategy that seamlessly integrates across the organisation. That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth.

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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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Contact Center AI: How It Can Transform Your CX


Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses an

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Complete Guide to In-App Feedback: Importance & Top Tools


We have apps for everything nowadays. Be it ordering food, doing personal training, or purchasing land, there is an app for every occasion. The numbers are so overwhelming in order for your app to be noticed and memorable, you’ll have to provide a superior user experience. How can you do that? In-app feedback. By acquiring user feedback from your app, you will get more actionable insights into how you can improve your mobile experience.

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Leverage Your Data For Stellar Commerce Search Experiences

Forrester's Customer Insights

Read insights from Principal Analyst Emily Pfeiffer and Senior Research Associate Delilah Gonzalez on how quality data powers commerce search experiences.

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AI-Automated Fiber Customer Installation: A Seamless Self-Service Solution


Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

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Customer Centric vs Focused: Benefits & Examples | Alida


Table of Contents: Product Centric vs Customer Centric What is a customer focused approach? What is the impact of customer centricity vs customer focused? 3 Customer Centricity Examples Adding A Customer Centric Strategy to Your Business Further Reading I was recently asked about the difference between customer focused and customer centric. For many people, these two terms are almost interchangeable, but if you dig into the literature and advice, there are some subtle but important differences.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Creating Fans, Not Just Customers: Metro Bank’s Journey to Customer-Centricity

InMoment XI

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional appr

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[Experience Action Podcast] Balancing Policy with Personalized Experiences

Experience Investigators by 360Connext

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

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How to Increase Trust in Government with Digital Communication


In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information.

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This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program


Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.

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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?

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The CMO Strategic Growth Blueprint for Successfully Reimagining Market Research


It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. A few years ago, I was asked to talk on this topic at the Planung&Analyse conference in Frankfurt.

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Gate-keeper or problem-solver?

Zeisler Consulting

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. When dealing with a hospitality brand recently, that came to mind. There was a discrepancy and I kept repeating my point with every new escalation (I was passed off from one department to anther a couple times, and then up the supervisory chain).

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Whatever your title or position, be a servant leader to all generations, especially Gen N.

Bill Quiseng

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment.

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Businesses Monitoring Employee Communications

The DiJulius Group

CNBC reports in an article, How Walmart, Delta, Chevron and Starbucks are using AI to monitor employee messages, there is a strong likelihood that artificial intelligence is scrutinizing your communications on platforms like Slack, Microsoft Teams, Zoom, and similar apps. Major corporations like Walmart, Delta Air Lines, T-Mobile, Chevron, Starbucks, Nestle, and AstraZeneca, have enlisted.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Boost your content editing with Contentful and Amazon Bedrock

AWS Machine Learning

This post is co-written with Matt Middleton from Contentful. Today, jointly with Contentful, we are announcing the launch of the AI Content Generator powered by Amazon Bedrock. The AI Content Generator powered by Amazon Bedrock is an app available on the Contentful Marketplace that allows users to create, rewrite, summarize, and translate content using cutting-edge generative artificial intelligence (AI) models available and accessible through Amazon Bedrock in a simple and secure manner.

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Struggling to Generate Leads through Video Marketing? Discover Strategies That Work


If you’re looking for a video marketing guide , you’re not the only one. There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Videos are naturally more engaging because people are visual. Still, if your video marketing strategy isn’t up to par and you’re still not generating leads, it could use some revamping.

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The Art of Customer Crisis Handling: 5 Rules to Stay Cool and Win

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: Sometimes, things go wrong despite your best efforts. This situation happens everywhere. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis.

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The Power of CATI Survey for Effective Data Collection


What can the CATI survey do for your research? In data collection, Computer Assisted Telephone Interviewing (CATI) is a time-tested method, blending the dependability of phone surveys with smart software to boost reach and efficiency. This article breaks down the workings of CATI, showing you why it might be the solution you’re seeking. Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better re

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11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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MiaRec's QA Dashboards & Analytics: Insights & Trend Analysis


An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible. For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. However, now with Generative AI, contact centers can automatically score 100% of their call volume, allowing them to identify patterns and trends that would otherwise be invisible, such as subtle changes in an agent's per

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Top 5 Customer Service & CX Articles for Week of March 18, 2024


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. Do You Know Who Your Competition In Business Really Is? by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

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5 Ways to Make Your April Fools’ Day Prank a Success in 2024

Brandwatch CX

Make your brands April Fools' Day prank a success using these 5 tips, taken from some of the best April 1 campaigns in recent years.

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Introducing KIQ Agent Assist — Increasing Agent Efficiency by 65% With a Breakthrough AI-Powered Agent Copilot


Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. Pricing: $39 a per month per user on top of your Enterprise or Ultimate plan. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Unlocking U.K. research excellence: Key insights from the Research Professional News Live summit


Discover pivotal insights shaping the landscape of U.K. research shared at the second Research Professional News Live summit. From discussions on REF2029 to the imperatives of fostering diversity, innovation and research integrity, we explored the future of research amidst financial challenges and evolving policies. On March 14, the Research Professional News Live summit brought together a stellar group of speakers, panelists and delegates including keynotes from Professor Dame Jessica Corner, E

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148: Find Out What Dating and Customer Service Have in Common

The DiJulius Group

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement.

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How to Market Your Sustainability as a Brand in 2024

Brandwatch CX

Make the most of your sustainability efforts by marketing them to our customers properly. Here are some tips on how you can do just that.