ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale.

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AI CX Customer Experience Artificial Intelligence 194

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming.

Outlook 114

Outlook Touchpoint CX Customer Experience 114

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. But not all is lost – today’s guest shares her thoughts on how to get it back up. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. That is the sobering picture of the state of customer service in the UK as of July 2023.

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Customer Satisfaction Start-ups Customer Service Finance 84

Beyond Philosophy

NOVEMBER 16, 2023

One of our listeners, John, is in a pickle. He is starting a new business, but that isn’t the problem, although I am sure we can all agree that starting a new business is fraught with pickles. John is up for it, though. He needs help with getting other people to help sell his product. Some of you have that same problem, so I decided to share eight ways he can make that happen here in the newsletter.

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Fonolo

NOVEMBER 16, 2023

A well-designed chatbot can be a powerful addition to your call center toolkit. This is good news because we know for certain that customers want self-service options. Zendesk reports that 67% will choose self-service over a live agent for simple problems. And call centers are quickly getting onboard, with as many as 75% of contact centers currently using chat solutions to boost productivity.

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Contact Center AI Technology Technology 75

Intercom

NOVEMBER 16, 2023

With AI and chatbots handling more and more support conversations, it might seem like help centers are becoming obsolete. But don’t be fooled – many consumers still have a strong preference for finding answers on their own instead of interacting with a bot or support agent. However, when a company’s help center doesn’t work as part of a support team’s range of channels, or the wider company brand, it can affect your support articles’ discoverability, accessibility, and us

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AI Engineering Start-ups Customer Service 66

Zonka Feedback

NOVEMBER 16, 2023

Fulcrum stands out as one of the best location-based data collection tools; however, this specialty is less useful when it comes to collecting data through surveys, forms, and more.

Customer Feedback 59

Customer Feedback 59

Zendesk

NOVEMBER 16, 2023

What is a workforce planning template? A workforce planning template is a guide that helps a business align its workforce with future goals and objectives. Through strategic questions and steps, an organization can evaluate the current status of its employees and identify opportunities for training, hiring, succession planning, and more. In the American National Football League (NFL), teams don’t just happen to win the Super Bowl.

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Start-ups Customer Service Gaming CX 52

MyCustomer Experience

NOVEMBER 16, 2023

One of our listeners, John, is in a pickle. He is starting a new business, but that isn't the problem, although I am sure we can all agree.

Sales 52

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NGDATA

NOVEMBER 16, 2023

Streamlined digital account opening is crucial for deposit and loan sales growth. Consumers expect to finish the process on their smartphones quickly. The post Improved Digital Account Opening Must Be a Top Priority for 2023 appeared first on NGDATA.

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Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

SurveySensum

NOVEMBER 16, 2023

Imagine you run a cozy little bakery, and every day, people visit your website, browsing through your delightful array of pastries and cakes. Some customers buy cupcakes, while others just browse. Now, what if you could understand exactly → what they loved about your bakery, → what made them hesitate, or → what might have made them leave without trying your delicious treats?

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NGDATA

NOVEMBER 16, 2023

NavyArmy credit union is rebranding itself as Rally after adding "Community" to its name over a decade ago. The fifth-largest credit union in Texas aims to break the misconception that only military personnel can be members. The post Rally Credit Union’s Rebranding Campaign Plays on Its New Name appeared first on NGDATA.

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Customer Think

NOVEMBER 16, 2023

In the tough world of construction equipment rentals, achieving success is like putting together a puzzle with many pieces.

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Construction Technology Technology Customer Loyalty 45

Help Scout

NOVEMBER 16, 2023

In this guide, we'll explore the essentials of CRM marketing, its benefits, best practices for implementation, and the top CRM tools available in the market.

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CRM 45

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

Customer Think

NOVEMBER 16, 2023

Is a “50% off” sign more masculine or feminine? Product promotions aren’t typically designed to be either, but it’s something retailers might want to consider going into the holidays. Consumers are expected to spend $875 apiece on holiday-related goods this year, the National Retail Federation reports. Of that, $620 will be earmarked for gifts.

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Retail 45

NGDATA

NOVEMBER 16, 2023

To thrive in the digital world, businesses must master brand, strategy, and technology. These three pillars enable a strong digital presence and successful navigation of the constantly evolving landscape. The post The Three Pillars Of Successful Digital Marketing appeared first on NGDATA.

Technology 40

Technology Technology 40

Customer Think

NOVEMBER 16, 2023

One of the most common things I hear from marketing teams is that they’d like to get a handle on attribution, but they just don’t know if they’re ready for it.

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Technology Technology 45

SugarCRM

NOVEMBER 16, 2023

Being able to automate and streamline everyday business processes has proved to be one of the most efficient ways to accelerate business growth. And we certainly are familiar with how different industries or niches have specific automation and business process needs. This is why robust CRM is mandatory, regardless of your niche or industry. Robust solutions offer many ways to build and tweak existing processes, letting your organization adapt the CRM to its needs, not vice versa.

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Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Customer Think

NOVEMBER 16, 2023

Growing and curating a public reputation is a complex operation for brands in today’s consumer landscape. Brand image is now influenced by multiple factors, from product efficacy to consumer reviews of customer support. The ways in which consumers interact with brands shape how they talk about businesses.

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Omnichannel 45

NGDATA

NOVEMBER 16, 2023

The digital marketing space has seen significant changes in the past year, including the DOJ's antitrust lawsuit against Google, Apple's privacy-centric features, EU fines against Criteo, streaming TV overtaking linear TV, MediaMath's collapse, Amazon's launch of ads on Prime Video, and Disney and Spectrum's new model for linear TV programming. The post Predicting the top 5 digital marketing trends for 2024 appeared first on NGDATA.

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