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Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership

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The Beginnings and Rise at Altimeter Group Brian Solis’s career took a significant leap forward during his tenure at Altimeter Group, where he served as Principal Analyst. Charlene Li, co-founder of Altimeter Group, wrote the foreword, recognizing their shared vision for digital transformation and the power of CX.

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May the Customer Experience (CX) Force be with you!

ECXO

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. This could mean including input from different teams, customer feedback, or even focus groups.

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How Apoidea Group enhances visual information extraction from banking documents with multimodal models using LLaMA-Factory on Amazon SageMaker HyperPod

AWS Machine Learning

This post is co-written with Ken Tsui, Edward Tsoi and Mickey Yip from Apoidea Group. This is where Apoidea Group , a leading AI-focused FinTech independent software vendor (ISV) based in Hong Kong, has made a significant impact. Edward Tsoi Po Wa is a Senior Data Scientist at Apoidea Group. Beside working, he holds a B.S.

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Before CX Had a Name: How a 1993 Article & Book Launched the Personalization Revolution

ECXO

The Founders of a CX Legacy: Peppers & Rogers Group Beyond their early writing, Don Peppers and Martha Rogers founded the Peppers & Rogers Group —a consulting firm that played a pivotal role in transforming how organizations approached customer strategy.

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2021 State of Customer Service Experience Report

The Northridge Group's State of Customer Service Experience report provides a clear message to businesses. Today’s consumers are shopping online more now than ever, but find the service experience inadequate. 63% of customers tried digital apps and tools for the first time and 75% will continue to prefer digital apps post-pandemic.

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Agent AI Is Exploding in Contact Centers—Yet the Human Experience Remains Irreplaceable

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link] Boston Consulting Group How AI Agents Are Opening the Golden Era of Customer Experience. If you enjoyed the read, please share it and connect or follow me on LinkedIn here ! Sources: McKinsey & Company Gen AI in customer care: Early successes and challenges.

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Agentic AI and Behavioural Journey Mapping: Designing for Customer Intent, Not Just Actions

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This transparency increased user trust by 15% according to their 2023 digital sentiment report.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

In the upcoming webinar, “Leveraging Data Analytics to Optimize the Customer Experience,” The Northridge Group’s Nathan Hart, Mary Kane, and Imran Mohammed will share an in-depth look into how The Northridge Group empowers clients with visibility into Contact Center data to promote a consistent Customer Experience.

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care?

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience! JUST RELEASED!

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ABCs of Data Normalization for B2B Marketers

At its core, data normalization is the process of creating context within your marketing database by grouping similar values into one common value. Well, marketers rely on this grouping to reach their goals. Why is this so essential?

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The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

In today's fast-moving world, almost everything is being digitally transformed and consumers across all age groups are hooked on communication on the go. We see businesses focusing more on customer convenience and the speed of transactions. Adding too many new channels can lead to confusion and fatigue.

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Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact?

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Get More Responses With Automated Voice Surveys

This eBook from IVR Technology Group walks you through the basics of collecting fresh and accurate customer feedback in the most frictionless way possible. Get the masterclass for CX professionals on automated voice surveys by phone.

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Implementing Virtual Agents: Where to Start, and How to Finish

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

If this is a situation can you relate to, then join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.