Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do.

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ECXO

MARCH 24, 2024

The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each up to 20 minutes, to clarify how to achieve CX ROI and growth effectively. The first part will delve into: Mastering the Maze of CX Metrics & Money with Lynn Hunsaker, the CCO of ClearAction Continuum , facilitated by Ricardo Saltz Gulko.

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CX Innovation Customer Experience AI 194

The Belding Group

MARCH 26, 2024

Rob, the manager of a small fabrication company in Texas wrote, “Since our company started 20 years ago, we’ve had a nicely kept lounge area – a place for employees to have lunches, breaks, or just get together after work. We have a refrigerator that’s kept stocked with free soft drinks for the staff. And […] Shaun Belding | www.shaunbelding.

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Customer Think

MARCH 29, 2024

Integrating a customer relationship management (CRM) system with QuickBooks, an accounting solution, can greatly benefit small and medium-sized businesses (SMBs). The integration can provide a centralized platform to manage customer relationships and sales processes, track expenses and generate financial reports.

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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

Beyond Philosophy

MARCH 29, 2024

Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact.

Technology 88

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ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities. It’s becoming quite exhausting to keep discussing the same topic but here I am also putting it on the table!

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AI Customer Experience Social Media Machine Learning 156

Customer Think

MARCH 23, 2024

In my last article (Harnessing the Power of Customer Feedback to Win Hearts and Cultivate Loyalty) I spoke about the importance of actioning customer feedback. I want to continue this topic now by focusing on using the information for continuous improvement of the brands and services you offer.

Customer Feedback 81

Customer Feedback Innovation Customer Experience 81

The DiJulius Group

MARCH 27, 2024

Want the secrets to standing out in a crowded market and captivating your customers? On this episode of The Customer Service Revolution, get ready to change your business as guest Jaynie Smith analyzes the stark reality that many CEOs are in the dark about their competitive edge. John’s conversation with Jaynie dives into customer-centric strategies, Read Full Article The post 149: What is Your Competitive Advantage?

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Customer Service 64

Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education.

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CX B2B Education Innovation 64

CX Network

MARCH 26, 2024

From defining goals to preparing data, there are many steps to a successful AI or LLM deployment.

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Predictive Analytics AI 64

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

Customer Think

MARCH 28, 2024

While your slogans, support site, and company all promote customer first, here are eight signs that this may not be the truth.

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Customer Loyalty Customer Experience 75

DMG Consulting

MARCH 27, 2024

MEDIA ALERT DMG Consulting Releases 2024 Workforce Management for the Enterprise in the Digital Era Report Contact center digitalization AI, the cloud, and adoption outside of contact centers drives reinvention and growth of the WFM market Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services What: Releases 2024 Workforce Management for the Enterprise in the Digital Era Report When: Today, 15 March 2024 Where:

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Contact Center Artificial Intelligence Innovation AI 59

Zonka Feedback

MARCH 28, 2024

We are thrilled to announce that Zonka Feedback has been awarded the ISO 27001:2022 certification, a prestigious global standard for information security management. This achievement is a testament to our unwavering commitment to ensuring the security and privacy of our customers' data.

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Help Scout

MARCH 25, 2024

From accessing order details to processing refunds and cancellations all in one place — learn how to spend less time switching systems and more time taking care of customers with Help Scout's Shopify integration.

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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

MARCH 29, 2024

After writing a good number of times about how to responsibly use AI, especially generative AI and how to find the first use cases and right models to work with, it is now time to have a deeper look into making sense of the whole AI story again.

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AI CX Technology Technology 72

CX Network

MARCH 25, 2024

Learn how Lorna Jane’s approach to omnichannel boosted sales, support and customer journeys

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Omnichannel Sales 59

Doing CX Right

MARCH 23, 2024

Read Stacy Sherman's article to uncover 3 signs your customer experience role enriches lives, exceeds expectations & drives performance. The post Customer Experience Role Making An Impact? These 3 Signs Say Yes appeared first on Doing CX Right.

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Customer Experience CX 59

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.

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Customer Service Customer Satisfaction Innovation Customer Relationship 52

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

Customer Think

MARCH 24, 2024

Customer experience (CX) is one of the most critical success factors for consumer-facing businesses. Unfortunately, many organizations’ CX offerings fall short of their customers’ growing expectations, leaving them frustrated, dissatisfied and looking to other brands for better options.

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CX Customer Experience Innovation 72

Zonka Feedback

MARCH 28, 2024

The easiest way to define customer experience is the way your customers view the nature of their relationship with your company. Providing your customers with delightful experiences is the cornerstone of building strong, lasting customer relationships.

NPS 52

NPS Customer Relationship Customer Experience 52

NGDATA

MARCH 28, 2024

Short-form videos are popular in digital marketing, while live streaming and authentic content showcase authority. Personalization and authenticity are key, and AI-enhanced videos are transforming content creation. Interactive video content deepens audience connections. Source The post Smarter ads, better results: The next era of digital advertising appeared first on NGDATA.

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AI 52

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

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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

MARCH 27, 2024

A customer journey represents individuals’ interactions with brands or their preferred solutions. It encompasses different phases, from brand awareness to the conversion stage and beyond. A customer journey showcases the experiences a brand offers to its current and potential customers.

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Intercom

MARCH 28, 2024

With customer expectations at an all-time high , it’s no surprise that businesses are constantly on the lookout for new and effective ways to elevate the customer experience. In this day and age, customers have a world of options at their fingertips for almost every need, so the experience you create for them can be make or break. But designing and consistently iterating on a customer journey is no small feat.

Customer Experience 52

Customer Experience Touchpoint AI Start-ups 52

NGDATA

MARCH 28, 2024

Robinhood is launching a credit card exclusively for members of its subscription-based Gold program. The Robinhood Gold Card will offer 3% cashback on all purchases and have no annual or foreign transaction fees. The company aims to expand its financial services offerings beyond retail-brokerage services. The Gold Card launch has boosted Robinhood's shares by 2.9%.

Retail 52

Retail 52

SurveySensum

MARCH 28, 2024

Ever find yourself wondering where the day went, your to-do list still staring back, largely unticked? It’s a common student plight. Transforming your work habits can feel like a daunting quest. But, with the pressures of academic life bearing down, adopting effective strategies for student productivity isn’t just desirable, it’s essential.

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Construction Gaming Education Start-ups 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

Customer Think

MARCH 26, 2024

Earlier this week, Marketing Charts shared the results of a study conducted by Qualtrics XM Institute that looked at whether or not customers shared feedback about their experiences – and with whom or how they shared that feedback.

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Help Scout

MARCH 29, 2024

Much of our support work requires confidence building, yet overconfidence can create poor service. Here's to finding the right balance. Also Isaac Newton is in this.

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NGDATA

MARCH 28, 2024

Financial institutions need to prioritize their marketing strategies to stay competitive in an increasingly digital world. This includes offering a great online experience, using hyper-local marketing, and using personalization and automation to ensure campaign relevance. DCO and social media SEO can also be effective tools. While AI can make financial marketers' jobs easier, it's still important for marketers to thoughtfully re-craft starter ideas generated by AI tools.

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Gaming Social Media AI 52

SurveySensum

MARCH 27, 2024

Imagine a company struggling to tap the full potential of their product. They are constantly improving their product but it is not getting reflected in their numbers. What could they be lacking? Well, it could be that they are not listening to the voices of their customers properly. So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer?

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Customer Feedback Social Media Touchpoint Text Analytics 52

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