Trending Articles

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The Symbiosis of Algorithms, CX and Experimentation: Redefining Tech and Biotech B2B Design

eglobalis

The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.

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

ECXO

May the CX Force be with you! The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.

CX 296
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Beyond Deliverables: How AI and Customer Centric Strategies Are Redefining Professional Services

eglobalis

Introduction In professional services, the stakes are high, and the margin for error is razor-thin. A single misstep—be it an overlooked deadline or a missed client update—can strain, or even sever, client relationships. But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations.

AI 436
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Building Customer Loyalty Through Strategic Distribution

ECXO

Building Customer Loyalty Through Strategic Distribution Initial assumption: If you have read my previous articles, you know that I defend the concept of H2H business relationships, but I am using the term B2B in this article to specify a route-to-market strategy. In the dynamic world of business-to-business (B2B) organizations, the role of the sales team has undergone a thrilling transformation!

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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CallMiner Product Innovation Series: Q4 2024

Callminer

CallMiner's, Bruce McMahon, shares key product updates from Q4 2024. New AI capabilities, including CallMiner AI Assist, add to the long list of AI advancements that CallMiner has delivered in 2024.

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Training Plan for Phone-Based Customer Service

Inside Customer Service

This plan will help you train employees who serve customers over the phone. It guides you through the Phone-Based Customer Service course on LinkedIn Learning. Make sure your team has access to LinkedIn Learning before you begin. Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone.

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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others. While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies.

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Mental Conditioning

The Belding Group

Mental Conditioning For The Workplace New research is popping up with disturbing regularity to remind us how increasingly stressful our lives are becoming. It affects our relationships with coworkers, our performance on the job and our lives at home. How can you defend yourself against stressful situations? One of the best ways is to […] Shaun Belding | www.shaunbelding.

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Preparing for Peak Season: A Strategic Approach to Customer Service Excellence

Execs In The Know

As we gear up for another exciting holiday season at Michael Kors, I wanted to share our comprehensive strategy for delivering exceptional customer service during our busiest time of the year. Peak season brings both opportunities and challenges, and I’m proud to outline how we’re positioning ourselves for success. Strengthening Our Workforce One of our primary focuses this year has been ensuring we have the right people in the right places.

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The third wave of customer support – Interview with Natasha Ratanshi-Stein of Surfboard

Adrian Swinscoe

Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the […] The post The third wave of customer support – Interview with Natasha Ratanshi-Stein of Surfboard first appeared on Adrian Swinscoe.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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

eglobalis

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential.

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Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption

ECXO

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. Design leaders play an instrumental role in guiding products beyond functionality to create a connection that resonates on a personal level with users.

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Announcing our latest guide: ‘The New Economics of Customer Service’

Intercom

Today, we’re excited to share Intercom’s latest guide – The New Economics of Customer Service. In this guide, we unpack how AI enables support teams to offer high-quality support at scale, in an efficient and cost-effective way. ⚡️ Ready to dive straight in and learn how AI broke the linear customer service growth model? Grab a copy → Growth is a crucial component of any business, and the truth is that sustainable growth is impossible without customer service.

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178: The Man in the Red Bandana

The DiJulius Group

The Man in the Red Bandana John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning film Man in Red Bandana. Read Full Article The post 178: The Man in the Red Bandana appeared first on The DiJulius Group.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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Will 2025 be the year for immersive CX?

CX Network

From VR wearables to avatars, immersive experiences have slowly crept into consumer consciousness. Will 2025 be the year they take off in CX?

CX 100
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AI in the Workplace: Transforming Customer and Employee Experience

eglobalis

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Faster hiring process. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity.

AI 376
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Reflections on The Matrix: A Journey into the Depths of Customer Experience

ECXO

Reflections on The Matrix: A Journey into the Depths of Customer Experience The Matrix, a groundbreaking film sequence first released in 1999, has captivated audiences with its thought-provoking narrative, stunning visuals, and philosophical undertones. Beyond its surface-level action and sci-fi elements lies a profound commentary on perception, reality, and choice.

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The Ticket: How to practice Amazon’s “Big Bet Leadership”

Intercom

In this episode of The Ticket, John Rossman joins us to discuss the concept of “Big Bet Leadership” Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, talks about his theory with Bobby Stapleton, Our Senior Director of Human Support. “Big Bet Leadership” involves emphasizing the importance of making bold, high-stakes decisions in business.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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177: Becoming, and Excelling as, a CXO with Debi Bush

The DiJulius Group

Becoming, and Excelling as, a CXO In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to. Read Full Article The post 177: Becoming, and Excelling as, a CXO with Debi Bush appeared first on The DiJulius Group.

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Things to Consider When Choosing Queue Management Software

Qmatic

Choosing the right queue management software for your business can be challenging, as there are many things to consider for you and your team. Whether you're looking for a new solution or replacing a legacy system that you've outgrown, it's important to evaluate your options carefully. The software you choose will not only become an essential part of your operations but also have a huge impact on the quality of your service.

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Product News – October 2024

Lumoa

content Lumoa Product News for October 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate EX! We spoke recently about how Netigate CX can help you capture the entire feedback lifecycle, and now we can do the same for your Employee Experience data: Automated Survey creation and distribution Report and analysis on Employee

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The Ultimate Leadership Guide to Creating a Winning Consumer-First Culture

C3Centricity

Claiming to be “consumer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise consumers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely consumer-first culture means driving every decision, process, and strategy with the consumer’s needs and values at the forefront.

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7 Essential Criteria for Choosing the Right Payments Partner

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.

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PepsiCo walks back Shrinkflation / Do your employees hate Mondays and only live for the Weekend?

The DiJulius Group

PepsiCo walks back Shrinkflation / Medtronic now offers up-front college tuition for employees / Starbucks Employee Breaks Down after 8-hour shift / Chick-fil-A Launches Streaming App / Do your employees hate Mondays and only live for the Weekend? Medtronic now offers up-front college tuition assistance for employees College has long been seen as a.

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7 skills for CX teams: Mastering the balance of empathy, technology and data

CX Network

From problem solving to technical proficiency, CX teams must be multi-skilled.

CX 105
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The 5 actions for revenue leaders to embrace customer-led growth

Totango

Key takeaways : 97% of corporate leaders believe customer expansion is the key to driving revenue growth in their organization. But many organizations focus too inward—on internal operational tactics, rather than prioritizing the customer outcomes that drive customer-led growth. To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create

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CommBox Secures $15M Investment from PSG, Prioritizing AI in Customer Experience

CommBox

CommBox Secures $15M Investment from PSG, Prioritizing AI in Customer Experience Boston , MA – Nov. [18], 2024 – CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity , a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth.

AI 52
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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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The Ultimate Leadership Guide to Creating a Winning Customer-First Culture

C3Centricity

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront.

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Your Blueprint for World-Class Customer and Employee Experiences

The DiJulius Group

The leading organizations worldwide and in every industry focus on creating a world-class customer and employee experience. The DiJulius Group has spent decades researching world-class organizations and discovered what sets them apart. Those insights now form the heart of our proven methodology. Our consulting team is here to help you implement these strategies and customize.

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[Experience Action Podcast] Mission and Vision in CX Strategy

Experience Investigators

If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies.

CX 52
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Measuring Customer and Employee Emotion

RateMyService

Understanding customer emotion can help you forge a deeper understanding of your customers and enhance their brand loyalty. We’ve usually relies on traditional metrics like Net Promoter Score (NPS, eNPS), Effort Score (CES, EES) and Satisfaction Score (CSAT, eSAT) to understand our customers and employees. While these metrics offer valuable insights, they only scratch the surface of what drives true loyalty, advocacy and memorable experiences.

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Business Intelligence 101: How To Make The Best Solution Decision For Your Organization

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.