2024

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A Guide to Choosing the Right Text Analysis Software for Your Business

Lumoa

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Analysis 394
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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

BlueOcean

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniabl

Metrics 270
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The Power of Atomic Change to Unlock Quantum Growth in Any Business

C3Centricity

Organizations must be agile and adaptable to thrive in today’s rapidly evolving business landscape. This is why atomic change is more effective than quantum disruption. The traditional approach to turbulent times has always been a monumental, top-down transformation. But this is no longer the only path to success and is certainly not the most effective.

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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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Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony

Comm100

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.

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Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust

eglobalis

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

Metrics 123
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Uncovering the Psychological Tactics That Drive Customer Purchases

ECXO

Uncovering the Psychological Tactics That Drive Customer Purchases If you prefer to watch a summary of this article, check out the video: Uncovering the Psychological Tactics That Drive Customer Purchases I see and hear many CX professionals with great intentions when it comes to improving touchpoints in the customer journey and the customers’ lives with their brands.

Sales 115
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Welcome to the Revenue Revolution: A Company Update from Alistair Rennie, CEO of Totango

Totango

In today’s dynamic landscape, the customer holds unprecedented power. It’s no longer sufficient for businesses to merely survive; they must deliver measurable value quickly and consistently. While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success.

Company 107
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Architect defense-in-depth security for generative AI applications using the OWASP Top 10 for LLMs

AWS Machine Learning

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Examples of applications include conversational search, customer support agent assistance , customer support analytics , self-service virtual assistants, chatbots , rich media generation , content moderation , coding companions to accelerate secure, high-performance software development , deeper insights from multim

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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State of online reviews 2024: Embracing automation for growth

BirdEye

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. Birdeye’s vast network, encompassing over 150,000 businesses and a treasure trove of millions of reviews, offers a rich data set to discern these trends.

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CDP Spotlight: 7 Key Takeaways From Industry Experts

Blueshift

Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. Customer Data Platforms (CDPs) are designed to tackle this challenge head-on by seamlessly unifying and making customer data accessible for marketers.

Industry 116
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Three ways research offices can lead researchers to more funding

Clarivate

Over half of research office leaders say researchers are disengaged. How can you close the gap to win more funding? In late 2023, Research Professional News, an editorially independent part of Clarivate , surveyed research office leaders and staff as well as researchers around the world, taking a close look at the challenges facing them today and in the future.

Groups 114
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How Generative AI Can Uplift Your Voice of the Customer (VoC) Program

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action.

Analysis 250
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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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Feedback Fuelled Success: The Dynamic Duo of Continuous Improvement and Customer Insights

C3Centricity

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.

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Generative AI Customer Service: The Benefits & Challenges

Comm100

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.

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The Human Touch in a Tech-Driven World

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them?

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Active Listening In Sales: the Missing Element To Selling Success

Integrity Solutions

Is sales still a viable profession today? Is it something needed or that people even want to do? Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.

Sales 112
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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences

Doing CX Right

Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.

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Gross Retention vs. Net Retention: What’s the Difference?

Totango

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth.

Metrics 110
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Code Llama 70B is now available in Amazon SageMaker JumpStart

AWS Machine Learning

Today, we are excited to announce that Code Llama foundation models, developed by Meta, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. Code Llama is a state-of-the-art large language model (LLM) capable of generating code and natural language about code from both code and natural language prompts.

Training 108
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The Customer-Centric Compass

CSM Magazine

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How to boost your brand with automated review sharing

BirdEye

Reviews are the modern-day word of mouth. They build trust and help businesses understand what they’re doing right and where there’s room for improvement. Reviews can also be repurposed for various channels and become one of your best marketing tools. But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive.

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Just Not That Into Your CDP? Swipe Right on Intelligent Customer Engagement

Blueshift

Love is in the air, but is your relationship with your current Customer Data Platform (CDP) feeling a bit lackluster? This Valentine’s Day, it might be time for a breakup – with your CDP, that is! Imagine your relationship with your current CDP as a bad rom-com: it started off with high hopes, promising grand adventures in the world of customer data.

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MSP Game Changers: Mastering the Soft Factors that Matter

Helpt

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Your meticulously crafted character, equipped with powerful spells and enchanted weapons, ventured forth alongside a trusted party. But we nerds know that even the most optimized character sheet can't guarantee success.

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Actioning Customer Feedback: The Secret to Turning Difficult Customers into Loyal Advocates

C3Centricity

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.

Feedback 226
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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The Most Popular Ads, Celebrities, and Reactions: Super Bowl LVIII in Numbers

Brandwatch CX

We looked at social data to see all the winners from this year's Super Bowl – from players to ads to celebrities.

Data 132
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Ford Versus Ferrari: A Lesson in Customer Experience?

ShepHyken

Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point:  Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work.

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Free Customer Service Training for your Employees / AA Cut 600+ customer facing employees To Improve Customer Service / Your Company’s Biggest Expense / United Airlines Enforcing Flight Attendants Engagement

The DiJulius Group

Your Company’s Biggest Expense is Unhappy Customers What is a better investment—advertising or customer service training? One study showed that organizations worldwide spend $500 billion per year on advertising compared to only $9 billion on customer service training. That’s a pretty big disparity. If companies focused on making their customers happy, their customer retention would.