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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

A common win in B2B CX is providing self-service capabilities (like online order tracking, knowledge bases, or account management portals) that give customers more control and convenience in their dealings with the company. Advanced analytics and machine learning are opening new possibilities in CX transformation.

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Unleashing the Power of Real-Time Data: Enhancing Customer Understanding

ECXO

As we mentioned earlier, customers know the value of their data. AI, automation and machine learning mean solutions are available to meet these expectations – at scale. According to McKinsey , organisations that leverage real-time data to personalise customer interactions can achieve revenue and retention by 10 to 30%.

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The Power of Hyper-Personalization in the Contact Center

Fonolo

Personalization offers unique customer experiences based on demographic segments or predefined rules. It harnesses advanced analytics and machine learning algorithms to dynamically adapt interactions based on real-time data and individual preferences. It enables a more precise and relevant customer experience.

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Customers Are Changing. Are You Ready with The Next Best Thing is Customer Strategy?

Beyond Philosophy

We’ve seen Customer Experience change over these past couple of decades, which is not unusual. Before the Customer Experience movement, the significant wave of change with business was Customer Relationship Management (CRM), and before that, it was Total Quality Management (TQM). .

Retail 139
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Assembly required – 45 sales tools to build the ultimate tech stack

Intercom, Inc.

Most sales tools are either a CRM (Customer Relationship Management) or CRM enhancers – they add a specialized functionality to your existing CRM, or they feed data into it. The six most common categories that sales tools fall under are: Customer relationship management (CRM). The six types of sales tools.

Sales 192
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Current Status of Speech (and Text) Analytics

DMG Consulting

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more.

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

Experience Investigators

Amidst the burgeoning landscape of AI tools and the concerns they bring , it’s crucial for customer experience leaders to grasp the trajectory of these advancements, even as the full extent of their implications remains to be seen.