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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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 111

Outlook Touchpoint CX Customer Experience 111

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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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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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

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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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 Customer Service Start-ups 64

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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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.

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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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Sales 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.

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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

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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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

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

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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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

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.

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Technology Technology 40

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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.

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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

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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