ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. The functional component of a customer’s journey pertains to the practical aspect of a product or service.

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CX Customer Loyalty Education Customer Retention 156

Customer Think

JANUARY 30, 2024

AI will impact Customer Experience (CX) in 2024 in at least three different ways. First, the call center will be transformed as AI plays a larger role in solving customer demands. Second, “citizen developers” in CX and elsewhere will transform their work with automation.

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AI CX Customer Experience Contact Center 72

Help Scout

JANUARY 30, 2024

AI email assistants can take email from a hassle to, well, less of a hassle. Learn all about AI-powered email assistants and discover 9 tools to try in 2024.

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AI 56

Customer Think

JANUARY 30, 2024

Wave iX redefines customer engagement and employee empowerment—from consulting and solution design to execution and insights

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AI Customer Experience 59

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Experience Investigators

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re peeling back the curtain on Sam’s Club’s groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail.

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CX Government Manufacturing CX Transformation 52

Customer Think

JANUARY 30, 2024

Source: Shutterstock (The concept of the “marketing mix” has been a staple of marketing for over 70 years. It’s discussed in virtually all marketing textbooks and taught in virtually all introductory marketing courses. But does the marketing mix idea still have a place in 21st-century marketing? The answer is “yes,” and here’s why.

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Customer Think

JANUARY 30, 2024

In this blog, we showcase a recent Sales Leadership Awakening podcast episode where Steven Rosen and I interviewed Keith Rzucildo. He is Vice President of Sales at Miller Electric and a seasoned leader who has successfully navigated the complexities of gaining buy-in for a new vision within his organization.

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Sales 52

Zendesk

JANUARY 30, 2024

Demand generation can be the initial step to building a long-lasting relationship with your customers. So, making a good first impression is critical. Forget about the age-old cold calls and impersonal ads—now it’s all about creating genuine connections, becoming a trusted resource, and guiding potential customers on a value-driven journey. If you need a demand-generation refresher: The goal is to generate and nurture leads.

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Social Media Start-ups Sales CX 52

Customer Think

JANUARY 30, 2024

For some businesses, customer experience has become more of a buzzword than an actionable value. Business leaders recognize its importance, but embodying this value throughout the organization proves difficult. The C-suite is committed to the concept of customer experience, but what about call center agents, the individuals on the front lines?

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AI Customer Experience Contact Center 52

The DiJulius Group

JANUARY 30, 2024

To create brand loyalty and customer evangelists, you must (1) operate at a high level in six distinct areas of business and (2) constantly evaluate your company’s customer service across each category, separately, and as categories overlap. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more.

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Customer Service Customer Experience 52

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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.

VOC

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. It’s not just about skills; it’s understanding the company and sharing its values. That got me thinking – what interview questions really help identify a great CX professional?

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CX Customer Experience Customer Feedback Customer Satisfaction 52

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. The factors driving rapid growth include the recent adoption of these solutions by cloud holdouts, including large financial services institutions; ongoing seat expansions from many existing customers; a strong replacement cycle of earlier-generation CCaaS solutions; and increased international

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AI Contact Center Artificial Intelligence CRM 48

Customer Think

JANUARY 30, 2024

You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase.

Sports 40

Sports Customer Experience 40

SugarCRM

JANUARY 30, 2024

A recent McKinsey study of more over 5,000 companies that ‘outpace’ their peers in building scalable growth found three key similarities in how these firms use Go-to-Market (GTM) technology. GTM technology offers enterprises multiple development opportunities, personalized customer experiences, and drives growth. McKinsey says tech-driven organizations create 80 % more shareholder value than their peers over ten years.

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Technology Technology Predictive Analytics CRM 26

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

AI

Customer Think

JANUARY 30, 2024

Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near the airport, convention center, and theme parks.

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Net Promoter Score Customer Loyalty 40

Customer Think

JANUARY 30, 2024

Podcast Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, a workforce management consulting firm.

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Contact Center Management Consulting Customer Service 40