March, 2023

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The Power of Customer Empathy in Supercharging Your Customer Experience

Lumoa

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand.

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CX Tech Top-ups: Custom Icons for Dashboards!

IntouchInsight

Here at Intouch Insight, we are always releasing new features to make our user’s experience as seamless as possible. This month, we added a new feature to the Intouch Insight Platform. Product Updates

Insiders

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Realistic and Personal: How Avnet Strengthens the Bond Between EX and CX in a Post-Pandemic Workforce 

InMoment XI

These days, social media seems polarized with posts from friends or colleagues either about starting new positions or sharing that they’ve been a part of recent layoffs.

eBook 260
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Future State of the Contact Center: ChatGPT in Customer Experience

BlueOcean

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced when the Internet itself first debuted.

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Retail Reimagined: What It Means To Be An Innovative Retailer

Speaker: DeAnna McIntosh, Retail Growth Strategist

Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.

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3 Reasons Why Successful Teams Earn Your Trust

Steve DiGioia

“So, you’re telling me that THIS customer is more important than all the rest?” And that I should give them preference over everyone else that walks in the door?” Read 3 Reasons Why Successful Teams Earn Your Trust. But they’re a VIP” , she kept on saying.

How To 135

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Creating an Action Plan For Your Customer Feedback Strategy

Lumoa

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love.

Feedback 208
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Higher Ed Beware: 10 Dangers of ChatGPT Schools Need to Know

Comm100

New AI tools like OpenAI’s ChatGPT and Microsoft’s Bing chatbot have taken over the popular imagination. These tools use AI language models to generate responses to user queries that can sound eerily human.

Policies 211
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Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!

InMoment XI

One of the best ways to overcome obstacles is to fall back on your community and brainstorm solutions together. That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that.

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23 Inspiring Women to Watch in 2023

TechSee

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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Using Customer Feedback to Drive Company Growth with Michelle MacCarthy

ShepHyken

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer.

Feedback 139
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Stop Building CX Departments and Build Influence Instead

Horizon CX

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

System 130
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What Telcos Can Learn About CX From Other Industries (And The Other Way Around)

Lumoa

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors.

Industry 208
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Warner Bros. Discovery leverages research communities to identify trends and make business decisions

Alida

WBD uses panels to narrow down trends with highest potential to identify key opportunities for growth Customer Experience

Trends 130
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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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XI Café Podcast, Episode 5: How New Zealand Automobile Association Uses Voice of the Customer to Optimize Engagement, Retention and Satisfaction?

InMoment XI

Welcome back to the XI Café Podcast!

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2 Ways AI Can Mitigate Fraud in Contact Centers

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

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Guest Post: Top Tips for Companies Providing Remote Customer Service

ShepHyken

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Company 128
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Higher Ed Pre-Enrolment Survey – Live Chat Emerges as Students Top Choice

Comm100

Recruitment is arguably the number one challenge for higher education right now. College undergraduate enrolment in 2022 was down by 9.4% compared to 2020. So what can schools do to attract more students and boost their enrolment figures against this incredibly difficult backdrop?

Survey 167
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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How to get Insights from Customer Conversations

Lumoa

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance.

How To 208
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Retailers embed customer insights into their DNA

Alida

Successful innovators not only listen to their customers. They make their feedback an integral part of their decision-making process. Customer Experience

Retail 130
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Embracing Consumer Duty to Deliver Positive Outcomes for the UK Financial Services Sector

InMoment XI

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection.

Consumers 260
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The Flywheel of AI and Data: Propelling Next-Gen Marketing with Personalization

Blueshift

Personalization has been an undisputed element of digital marketing effectiveness with proven ROI.

ROI 97
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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The Loyalty Gap: The Difference Between Repeat Customers and Loyal Customers

ShepHyken

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do.

Loyalty 109
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Supporting integrity of the scholarly record: Our commitment to curation and selectivity in the Web of Science

Clarivate

We have the important responsibility of providing our customers with trustworthy intelligence to help them transform the world for the better. The need for high-quality data from rigorously selected sources is becoming ever more important as the scholarly record becomes increasingly polluted.

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Why are We Still Talking About CX in Financial Services?

Lumoa

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services?

Financial 208
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Fostering a Consent Culture at Work with Dr. Lauren Appio

Russel Lolacher

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice.

Culture 98
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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Discover Our Canadian Cannabis Panel

2020 Research

Access our Canadian Cannabis Panel, designed to help organizations like yours keep up with evolving consumer trends. With this panel, you’ll get access to a diverse range of thousands of Canadians with detailed profiles.

Trends 97
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AI and the Human Element: How to Strike a Balance in the Workplace

Doing CX Right

Brian Solis, Author, and VP of Global Innovation at Salesforce joins Stacy Sherman's DoingCXRight podcast about creating superior customer experiences by balancing AI, emerging tech & human interactions.

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Complaints and Problems Are Opportunities to Show How Good You Are

ShepHyken

I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That’s exactly what happened to Bill Paretti, one of our faithful Shepard Letter subscribers.