eglobalis

MAY 20, 2024

This article provides a step-by-step guide to establishing an EX program tailored to your company’s unique culture and workforce. We will explore fundamental principles, common pitfalls to avoid, and share real-life examples from industry leaders. By examining how companies like Google, Salesforce, and Toyota have successfully implemented their EX programs, you will gain valuable insights into creating a strategic EX design that aligns with your organizational goals and values. Additionally, we

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ECXO

MAY 20, 2024

posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. Now we will explore how customer segmentation is an absolute game-changer for any customer success team!

CX 177

CX Customer Retention Customer Satisfaction Gaming 177

Adrian Swinscoe

MAY 20, 2024

Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Business Growth Customer Experience Management AI 147

Customer Think

MAY 20, 2024

Generative AI is rapidly evolving, with large language models (LLMs) communicating and tackling tasks in powerful ways. For the customer service industry, companies are using various levels of AI and technology throughout their operations – ranging from predictive analytics, workflow automation, quality assurance and more.

AI 75

AI Predictive Analytics Technology Technology 75

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

Help Scout

MAY 20, 2024

Two very different approaches to the application of technology in pursuit of a particular goal, the outer edges of the responses that individuals and companies have to every new technology. Between Bjorn Borg and The Borg.

Technology 64

Technology Technology 64

Customer Think

MAY 20, 2024

By now, everyone has recognized that we are in an AI hype. Again. It is probably the fourth since Joseph Weizenbaum developed the famous ELIZA, a natural language processing program that was intended to explore communication between humans and machines.

AI 75

AI Technology Technology 75

Customer Think

MAY 20, 2024

After your company has hosted your initial (or recent) customer advisory board (CAB) meeting and followed up by sending the important meeting materials to members, you may be thinking that your program is FINALLY completed. While these accomplishments are significant, no doubt warranting well-deserved praise from your superiors, the work is, alas, not over.

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NGDATA

MAY 20, 2024

Discover NGDATA's Intelligent Engagement Platform (IEP), a robust solution for customer data management and engagement. Certified by RealCDP, IEP excels in data ingestion, storage, and real-time processing. With advanced analytics, out-of-the-box marketing features, and seamless personalization, NGDATA's IEP sets a new industry standard. Optimize customer interactions and drive business growth with NGDATA's innovative platform.

Business Growth 52

Business Growth Innovation 52

Customer Think

MAY 20, 2024

Did the title of this article surprise you? Well, it should. There are far too many people out there who believe that it’s a true statement, that the customer experience is only impacted and only happens at/with your frontline employees. This is simply not true. What is Customer Experience?

CX 69

CX Customer Experience 69

Customer Think

MAY 20, 2024

Perhaps you thought I was going to write about the inflatables locations called Pump it Up, where young children go to birthday parties. I recall that we hosted a couple of parties there when our son was small and probably attended several more for his little friends.

Sales 69

Sales 69

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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

Customer Think

MAY 20, 2024

“That business purpose and business mission are so rarely given adequate thought is perhaps the most important cause of business frustration and failure.” This Peter Drucker quote is a driving force in my work with clients to identify, instill, and reflect purposeful actions and behaviors that will attract and retain engaged employees and loyal customers.

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Customer Think

MAY 20, 2024

Your mom may have told you to always read the fine print. Or maybe it was a college professor or something along those lines. If you’ve ever interacted with an attorney of course you’re familiar with the admonition. By and large that’s always a great idea, even when working with a trusted and Customer-centric brand.

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Customer Think

MAY 20, 2024

Predictive AI Powers Personalized Shopping Experiences In the swiftly changing retail landscape, the gap between consumer expectations and the reality of their shopping experiences is growing. Traditional marketing strategies, once the backbone of retail success, now falter in delivering the personalized, effortless experiences that consumers today demand.

Retail 64

Retail AI Customer Experience Technology 64

Customer Think

MAY 20, 2024

In today’s digital age, the retail industry has undergone significant transformations, driven largely by the rise of e-commerce and consumers’ evolving expectations. Traditionally dominated by physical stores, the home improvement industry has not been immune to these changes.

Omnichannel 64

Omnichannel E-commerce Retail Customer Experience 64

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

MAY 20, 2024

New Features Automate Readiness and Deal Execution for Sales and Support Teams

Sales 52

Sales AI 52

Customer Think

MAY 20, 2024

Latest version includes key capabilities that ensure accuracy while accelerating translation processes for customer communications

AI 52

AI 52

Customer Think

MAY 20, 2024

For years, the conventional wisdom in martech has been: the fewer apps in your stack, the better. It’s obvious, right? By reducing the number of apps, you will save money, have a better user experience, and improve your governance control. The CFO’s default answer to optimizing martech costs? Cut apps.

Government 52

Government Technology Technology 52

Customer Think

MAY 20, 2024

AI has the unfortunate characteristic of being addictive. If you are a marketer, it can make you believe you are doing the right thing when, in fact, you have completely missed the mark. This is especially true when AI is used to build marketing personas. Let’s think of it this way.

AI 49

AI Technology Technology 49

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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.

AI

Customer Think

MAY 20, 2024

Put yourself in the shoes of a service agent: whenever a customer reaches out, you want to ensure you have everything you need to answer their query and the latest information at your fingertips. Not having this makes both your experience, and that of the customer, a frustrating one.

Customer Service 49

Customer Service AI Contact Center Technology 49