Callminer

JANUARY 18, 2024

When you understand what’s affecting brand sentiment positively, you can work toward honing in on those features for continued improvement. Read more in this blog.

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eglobalis

JANUARY 18, 2024

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

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AI Customer Experience Artificial Intelligence NPS 356

CX Accelerator

JANUARY 14, 2024

We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.

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ECXO

JANUARY 16, 2024

The European Customer Experience Organization (ECXO) is delighted to announce our first Linkedin live session in 2024: The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum with Lior Arussy at On February 7th at 2 pm CET – 1 pm GMT – 8 am EST Subscribe here: [link] Featuring one of the world’s leading authorities on customer experience, transformation, and change.

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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

Callminer

JANUARY 14, 2024

Financial services teams must maintain sky-high CX and EX standards in 2024, despite major challenges. Explore the top four 2024 financial services CX trends.

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Adrian Swinscoe

JANUARY 18, 2024

Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but when faced […] The post Technology choice, adoption and the paradox of choice first appeared on Adrian Swinscoe.

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Technology Technology Business Growth Innovation 162

C3Centricity

JANUARY 16, 2024

The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX.

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Beyond Philosophy

JANUARY 19, 2024

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.

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Sports Customer Experience Finance Gaming 88

Adrian Swinscoe

JANUARY 15, 2024

Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia’s leading software provider for conversation analysis. Tue joins […] The post The challenge with conversational analysis in the Nordics – Interview with Tue Martin Berg of Capturi first appeared on Adrian Swinscoe.

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Artificial Intelligence Customer Retention Customer Experience Management AI 113

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. The challenge in 2024? Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. The biggest deterrent of AI is no longer a commitment to innovation, but rather strategic planning – or more accurately – knowing how to get started.

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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

The Customer Service Blog

JANUARY 17, 2024

The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which? magazine, that has named them the worst hotel chain in the UK for the eleventh year running!!

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Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience.

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Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 78

Intercom

JANUARY 16, 2024

The future of customer service is human + AI. A future where human intelligence and artificial intelligence combine to make customer service remarkable. In March of last year – in pursuit of this future – we released our breakthrough AI chatbot, Fin. Fin automatically resolves customer issues with safe, accurate, conversational answers based solely on your support content.

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AI Customer Service Sentiment Analysis Artificial Intelligence 89

Zendesk

JANUARY 18, 2024

The Zendesk Agents of Change program partners with nonprofit organizations that offer workforce development training and upskilling services to historically marginalized or underrepresented adult communities. Agents of Change was launched in 2021 by the Zendesk Tech for Good team. The program provides grant funding, free Zendesk software, and free certification exams to nonprofit organizations so they can provide skills-based learning to students from underserved communities.

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CX Omnichannel Technology Technology 78

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

JANUARY 16, 2024

Artificial Intelligence: An Overview and Evolving Responsively Artificial Intelligence (AI) involves creating intelligent computer systems that operate autonomously. These systems possess the ability to learn, adapt, make decisions and act in a manner similar to the human brain, utilizing advanced techniques such as Large Language Models (LLMs) and Generative AI.

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Artificial Intelligence AI Technology Technology 78

Qmatic

JANUARY 17, 2024

The paradigm of what makes a company competitively strong in a market is changing, and how customers and other stakeholders perceive a business is gaining more competitive value than just having a strong and unique product to offer. Improving customer experience becomes a priority for businesses, but it’s important to remember that this is a continuous activity that always needs optimizing.

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Customer Experience Customer Feedback 72

The DiJulius Group

JANUARY 17, 2024

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone’s day and the subtle nuances that.

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Zendesk

JANUARY 17, 2024

As Zendesk unveils its sixth CX Trends report, it’s become clear that the CX landscape is undergoing sweeping changes. And as Zendesk’s Joey Edwards-Lebair explains in this latest episode of Conversations with Zendesk, businesses and their customers are entering the era of intelligent CX. “What sets this moment in time apart is really the convergence and synergies of capabilities and technologies coming together,” Edwards-Lebair said.

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Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

Customer Think

JANUARY 14, 2024

I originally wrote today’s post for Measures Consulting. It appeared on the Enghouse Interactive blog on September 7, 2023. Customers’ expectations about their experiences during every stage of the relationship with the brands with which they interact have evolved greatly over the last few years.

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Kate Nasser

JANUARY 14, 2024

Persistent causes of horrible customer experience & patient experience & how to address them. Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com.

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Zonka Feedback

JANUARY 19, 2024

The eCommerce industry is on the rise as online shopping is one of the most convenient ways for shoppers to purchase the products they want in the comfort of sitting in their homes. But to attain business success in this industry, it is essential to understand the needs and preferences of your customers and gauge their shopping experience. Post-checkout surveys are one of the best ways to do this.

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TeamSupport

JANUARY 18, 2024

In today's fast-paced business world, customer support is not just a department; it's the backbone of your company. As businesses continue to evolve, so do their customer support needs. This is where TeamSupport software comes into play. TeamSupport is the number one ticketing and live chat solution for customer-centric businesses. What is TeamSupport Software?

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Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Customer Think

JANUARY 14, 2024

Are your customer service staff spending too much time answering repetitive questions? Do you want to improve customer satisfaction and reduce your support team’s workload? Then, it’s time to consider implementing a knowledge base.

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Logicalware

JANUARY 19, 2024

UK Housing Associations are battling rising costs, static revenues and increasing staff turnover. Meanwhile, tenants are faced with prolonged wait times for repairs and services, resulting in a noticeable decrease in overall satisfaction. In the face of such turbulence, it is essential Social Housing providers rethink traditional business processes to improve staff and tenant experiences, reduce the time and cost associated with repairs, and meet standards set out by the Regulator for Social Ho

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Technology Technology Compliance Omnichannel 52

Zonka Feedback

JANUARY 18, 2024

Unlocking the full potential of surveys involves not just collecting data but also seamlessly integrating it into your workflow. Conducting surveys is a powerful tool for gathering insights, but the real challenge lies in efficiently managing and utilizing the collected data.

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Helpt

JANUARY 18, 2024

Day 1: First Impressions and Unexpected Delights The day was finally here. CES 2024 had been on my mind for the majority of the year as I imagined myself venturing into the dry haze of the Las Vegas desert. It all felt rather hypnotic in a way, as a giant room filled with the promising inventions of tomorrow was all packed together while sand and sin mixed outside.

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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

JANUARY 16, 2024

Like many B2B marketing agencies, even though we’re a professional services business and don’t sell or re-sell technology, our firm gets marketed to regularly by companies looking to recruit us as a channel partner.

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B2B Technology Technology 69

SurveySensum

JANUARY 18, 2024

Imagine this: you’re a business owner eagerly waiting for your latest marketing campaign to take off. As you sip your morning coffee, you receive a text notification. It’s not just any message; it’s a personalized offer that feels like it was crafted just for you. 7 Powerful Ways to Boost Your Marketing (and Customer Experience) with SMS Automation Personalize Customer Journeys Automate Triggered Campaigns Drive Conversions with Targeted Promotions Boost Customer Engagement and

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Retail Customer Relationship Start-ups Customer Feedback 52

NGDATA

JANUARY 18, 2024

In 2024, ad spending is trending back towards normalcy, but more digital than ever. Marketers face societal divisions and unanswered questions regarding technology. They may focus on emotional appeals around shared humanity to hit the consumer sweet spot. Source The post 8 predictions for 2024 as marketing seeks a new normal appeared first on NGDATA.

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Technology Technology 52

Zendesk

JANUARY 18, 2024

What is AI transparency? AI transparency means understanding how artificial intelligence systems make decisions, why they produce specific results, and what data they’re using. Simply put, AI transparency is like providing a window into the inner workings of AI, helping people understand and trust how these systems work. We use artificial intelligence (AI) more than we think—some of us speak with Siri or Alexa every day.

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Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology