Tue.Jan 14, 2025

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[Experience Action Podcast] CX Wins from 100 Episodes

Experience Investigators

Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I’m thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organizations customer journey.

CX 52
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Knowledge Base Maintenance: A Practical Framework

Help Scout

Creating a knowledge base is only half of the battle; you also need to keep it up to date. Help your customers get the most out of your content with regular knowledge base maintenance.

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Why Sonos’s App Redesign Became a CX + UX Masterclass in What Not to Do

Doing CX Right

Discover how Sonoss redesign failed and what you can learn to ensure your CX and UX decisions deliver success, not backlash. The post Why Sonoss App Redesign Became a CX + UX Masterclass in What Not to Do appeared first on Doing CX Right.

CX 59
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My Acting Debut / Pope Calls Out Nuns/ Apple Air Tags/Credit Union Best Practice

The DiJulius Group

Our thoughts are with our cherished friends and clients who are affected by the devastating fires in California. Service is often thought of as something offered to customers or employees, but it’s what builds and keeps communities. For those considering a way to help from afar, here is a vetted list of organizations providing aid.. Read Full Article The post My Acting Debut / Pope Calls Out Nuns/ Apple Air Tags/Credit Union Best Practice appeared first on The DiJulius Group.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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Product News – September 2024

Lumoa

Lumoa Product News for September 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 CX! Lumoa and Netigate Feedback are going to be merging into one super platform, called Netigate CX, capable of capturing the entire feedback lifecycle: Survey creation and distribution Report and analysis on customer feedback AI Summarie

AI 78
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Lesson #2 Revisited: AI and the Real Meaning of CX Measurement

PeopleMetrics

In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Its not! Both are critical, but they serve different purposes. Market research is about using customer feedback to answer strategic business questions. Its anonymous, often based on small, statistically relevant samples, and designed to provide aggregated insights into broad topics, like product preferences or advertising effectiveness.

AI 71
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Product News – Top 10 features of the year!

Lumoa

Lumoa’s biggest features for 2024 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how the platform works – based on your feedback! So let’s get started counting down our top features of the year, starting with… Lumoa becomes Netigate By far the biggest news is that Lumoa is now a part of Netigate.

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