eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

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B2B Customer Experience Touchpoint B2C 297

Callminer

SEPTEMBER 16, 2024

For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic value drivers. Read more in this blog.

AI 182

AI 182

Adrian Swinscoe

SEPTEMBER 20, 2024

This is a guest post by Gary Clark a snowsports business expert and Academy Director at SIA Austria. Wielding an estimated $150 billion purchasing power globally, […] The post Four ways businesses can adopt AI to connect successfully with Gen Z first appeared on Adrian Swinscoe.

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AI Artificial Intelligence Customer Retention Technology 147

Customer Think

SEPTEMBER 18, 2024

Ah, the wonders of modern technology! Where every solution is just a voice command away. We now have smartphones fully equipped with voice assistants to make the best recommendations.

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AI Technology Technology 106

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

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees.

Customer Experience 233

Customer Experience Innovation CX Customer Satisfaction 233

Execs In The Know

SEPTEMBER 20, 2024

Employee engagement has a direct impact on productivity, retention, and overall company success. According to Gallup, engaged employees are enthusiastic about their work, deeply involved in their roles, and feel a strong connection to their company. But engagement doesn’t just happen organically—it begins during the crucial first 90 days of employment.

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Customer Think

SEPTEMBER 20, 2024

Managing the employee lifecycle is critical to an organization’s success. This includes the key stages of onboarding, promotion, offboarding, and everything in between. Each function requires precise coordination between human resources (HR) and information technology (IT). Yet, this coordination often presents challenges, especially when departments operate within separate silos.

Technology 100

Technology Technology 100

Smart Customer Service

SEPTEMBER 15, 2024

magazine has named its five picks in 11 categories, pointing the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

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CRM Sales Customer Service 98

Doing CX Right

SEPTEMBER 17, 2024

Robots making burritos? Discover how Chipotle's AI revolution is reshaping the restaurant industry and customer experience impacts. The post What If Your Next Burrito Was Made By A Robot? appeared first on Doing CX Right.

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AI CX Customer Experience Technology 97

Beyond Philosophy

SEPTEMBER 20, 2024

Personalization is a developing area in Customer Experiences. With AI driving what could be possible, many of you might be wondering how you can best leverage its capability in yours. To that end, we invited our special guest, Graham Hill, Ph.D., to explore the rapidly evolving field of Personalization in Customer Experiences. With decades of experience in customer relationship management (CRM) and Customer Experience , Hill shares valuable insights into how personalization, particularly with th

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Customer Relationship Management AI CRM Customer Relationship 97

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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 DiJulius Group

SEPTEMBER 15, 2024

“The companies that don’t invest in customer experience are the ones whose leaders don’t understand the financial impact CX can have.” Several organizations are focused on building a world-class experience ecosystem for every business stakeholder. We have seen firsthand that companies with the strongest internal cultures are significantly less affected by economic instability.

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Customer Experience CX 97

Customer Think

SEPTEMBER 14, 2024

Even in an era of ABM, intent data, and AI-driven marketing, lead nurturing still has an essential role to play in helping B2B marketers drive revenue and maximize the ROI from their demand generation efforts.

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Doing CX Right

SEPTEMBER 14, 2024

Learn strategies to balance AI with human interaction, manage change, optimize feedback & motivate teams for better business outcomes with Stacy Sherman and Dave Singer. The post AI Meets Human Touch: Redefining Customer Experience appeared first on Doing CX Right.

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AI Customer Experience CX 80

Heart of the Customer

SEPTEMBER 20, 2024

How Marvin Used a Customer Experience Maturity Model to Build a Winning CX Program Learn how Marvin, a leading manufacturer, used a CX maturity model and stakeholder engagement to align their team, overcome CX challenges, and drive measurable success. Introduction Building a customer experience (CX) program that delivers real value is a challenge many organizations […] The post How Marvin Used a Customer Experience Maturity Model to Build a Winning CX Program appeared first on Heart of the

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Customer Experience Maturity Model CX Manufacturing Customer Experience 78

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

The DiJulius Group

SEPTEMBER 16, 2024

Have you ever been accused of becoming a freak? Maybe you should be flattered… Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference.

Customer Service 96

Customer Service 96

Customer Think

SEPTEMBER 20, 2024

Retail app downloads spike significantly during peak shopping periods, especially around Thanksgiving and Black Friday. However, sustaining user engagement beyond the holiday rush poses a significant challenge. The majority of holiday installers — and there are many of them — fail to engage with the app within the first week after download.

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Retail Technology Technology 87

Beyond Philosophy

SEPTEMBER 19, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.

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Manufacturing Government Retail Customer Experience 78

CX Network

SEPTEMBER 19, 2024

Ekaterina Mironova reflects on her journey from operations lead to CX team builder and explains how others can do the same

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CX 64

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

C3Centricity

SEPTEMBER 17, 2024

CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. A customer-first strategy has emerged as a pivotal approach to business success in every industry, prioritizing customers’ needs, preferences, satisfaction and delight across all facets of an organisation.

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E-commerce Gambling Social Media AI 62

Customer Think

SEPTEMBER 18, 2024

All images are designed by DALL-E, with all rights reserved to ECXO.org. Article originally posted at: [link] To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required?

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Innovation CX Customer Experience 83

Help Scout

SEPTEMBER 17, 2024

Explore how the rising demand for AI skills is transforming customer support teams. Learn about AI-powered tools, emerging roles, and how to future-proof your CS career.

AI 59

AI 59

Experience Investigators

SEPTEMBER 17, 2024

Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization’s unique CX landscape, from identifying quick wins to building long-term visions that align with your company’s mission and values.

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CX Actionable Insights Customer Experience 59

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

Doing CX Right

SEPTEMBER 16, 2024

Discover how pay equity impacts both employee engagement and customer experience, with actionable insights for business and personal growth. The post The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Actionable Insights CX 59

Customer Think

SEPTEMBER 18, 2024

Why imaginative customer-driven thinking boosts innovation and growth It’s a given that truly understanding your customers is the key to success. But in today’s dynamic global consumer landscape, where customer-centric thinking is showing its shortcomings, brands must move beyond traditional data-led approaches if they want to tap into the real opportunities.

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Innovation Customer Experience 75

The DiJulius Group

SEPTEMBER 20, 2024

HR Like a Boss Chief Revolution Officer John DiJulius sits down with John Bernatovicz who is an entrepreneur, podcast host, speaker, HR advocate, and author of HR like a Boss. Learn How John got into the HR world How john defines HR Why he wrote HR Like a Boss The cornerstones of. Read Full Article The post 172: HR Like A Boss appeared first on The DiJulius Group.

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Experience Investigators

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. As a CX change agent, I’m sure you’ve heard how customer journey mapping is a proven way to bring much-needed order to this potential chaos: Journey maps explain how specific personas experience your organization They reveal the emotions customers feel at each step of their journey And they highlight the most important channels in e

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Customer Journey Map CX Artificial Intelligence Start-ups 59

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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

SurveySensum

SEPTEMBER 20, 2024

NPS is a popular metric used to gauge customer satisfaction and loyalty, driving business success. While calculating your NPS score is a valuable first step, it’s not enough on its own. To truly leverage this data and transform it into actionable insights, businesses need a more integrated approach. This is where comprehensive CRM solutions like HubSpot come into play.

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NPS Net Promoter Score Actionable Insights CRM 52

Customer Think

SEPTEMBER 18, 2024

Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. Therefore, it’s lagging. Leading indicators are what you are doing that causes the lagging indicator. A leading indicator shows what customers will soon experience.

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CX Customer Experience 75

Intercom

SEPTEMBER 19, 2024

Fred Walton, a conversation designer at Intercom, sits down with Senior Knowledge Manager Beth-Ann Sher to discuss the role of conversation designers in crafting engaging dialogue flows for chatbots and automated support channels. Fred shares tips for designing conversations that make AI agents and chatbots more helpful and natural, and discusses the balance between automation and human interaction in customer support.

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AI Customer Service 52

Execs In The Know

SEPTEMBER 19, 2024

In recent weeks, we’ve seen a surge of announcements in autonomous agents within the enterprise software landscape. Industry giants like Salesforce and ServiceNow are racing to develop and deploy AI-powered agents that can automate complex tasks within their respective platforms. While this marks an exciting new phase in enterprise software evolution, it’s crucial to recognize the limitations of a single-platform approach and consider a more realistic vision for the future of autonom

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AI Start-ups Technology Technology 52

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