Trending Articles

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How AI is reshaping the BPO business model

Callminer

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
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Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance

Adrian Swinscoe

Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.

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Write your CX Vision in two hours

Inside Customer Service

You want to create a customer experience vision. A CX vision is the foundation of any service culture. It's a shared definition of an outstanding customer experience that gets everyone on the same page. The one thing stopping you is time. You cringe at the thought of endless focus groups, exhaustive committee meetings, and months of back-and-forth. All that to create an incomprehensible word salad that nobody likes.

CX 226
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Maximizing Outcomes with Integrated Customer Success and Experience Metrics

Customer Think

The original article was posted on Eglobalis.com/blog: [link] What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.

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Building Your BI Strategy: How to Choose a Solution That Scales and Delivers

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.

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The Best CRM Software and Solutions: The 2024 CRM Industry Leader Awards

Smart Customer Service

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.

CRM 96
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Why People Make So Many Crazy Excuses and What This Means for You

Beyond Philosophy

Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.

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The five-year growth outlook for 11 key communication channels in APAC

CX Network

Discover why ticketing systems and in-app messaging channels have the strongest growth outlook in the Asia-Pacific region

Outlook 105
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Executing the Perfect Holiday Customer Journey: Tools and Tactics for Retail Success

Customer Think

Believe it or not, the holiday season is upon us—and for retailers, it’s crunch time. With heightened competition and consumer expectations, there’s little room for error when it comes to planning your customer journey.

Retail 108
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What If Your Next Burrito Was Made By A Robot?

Doing CX Right

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.

AI 59
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Let’s Be Honest, Marketing is Inherently Unethical. Should We Change Our Ways?

Beyond Philosophy

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: Have you ever had a moment where you wonder if you should be doing what you are doing? Recently, I did. One of our podcast listeners questioned the ethics of leveraging a sense of urgency as a marketing tactic, which had me pondering the meaning of life, the universe, and everything.

Sales 78
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How To Drive Retail Results With Integrated Tech And UX Design

Speaker: Jennifer Wright and Nick Barron

Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.

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[Experience Action Podcast] First 100 Days as a CX Leader

Experience Investigators

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.

CX 59
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Building a Future in Support: The Demand for AI Skills

Help Scout

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
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The Nine Golden Rules of CX Success: Rules 4-6

Customer Think

To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term “The Golden Rules of CX.” The Golden Rules represent essential guidelines for achieving success either broadly or within a specific endeavor. This is the second of a three-part series on the nine golden rules for CX Success.

CX 101
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Introducing AI Sentiment CX Workflows: The Future of Customer Feedback Management

Zonka Feedback

At Zonka Feedback, we’ve always been passionate about transforming how businesses handle customer feedback, and today, we’re excited to unveil something that will change the game once again—AI Sentiment CX Workflows.

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How to Select the Perfect Payments Partner: 7 Keys for Sustainable Growth

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

Join Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms for an informational webinar about how to select the ideal payments provider for your platform! This session highlights the 7 key criteria for assessing payments partners and maximizing the value of your investment. From evaluating technology and business development programs to understanding support and compliance, this webinar will equip you with a comprehensive evaluation framework and strategy for

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Create Effective NPS Followup Emails for Better Customer Insights

SurveySensum

Companies that close the feedback loop see 3x more promoters. Ignoring feedback leads to a loss of momentum — Promoters lose enthusiasm, Passives remain neutral, and Detractors can become louder in their criticism. To fix this, launch targeted NPS follow-up emails. These emails drive real engagement, turning insights into action and building lasting loyalty.

NPS 52
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171: Becoming a Freak

The DiJulius Group

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.

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The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences

Doing CX Right

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.

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Why Nurture Programs Aren’t Just About Converting Leads

Customer Think

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.

B2B 87
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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Instant Insights: Military Talent in CX

Execs In The Know

When it comes to creating a positive customer experience (CX), the focus of success in this realm has evolved. It has progressed from a value-added benefit to a strategic mandate. The mandates often incorporate untapped talent, social impact, or empathy-driven customer interactions as just a few of the new additions to how brands are defining success.

CX 52
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Enhance Your User’s Experience with In App NPS Survey

SurveySensum

Product development is not a one-time thing – it’s a continuous process that needs new innovations and honest feedback from customers and trust me honest feedback is hard to come by. While gathering feedback via surveys is a smart strategy, it lacks real-time insights into the customer sentiments, and in-moment feedback while exploring the overall product or a certain feature.

NPS 52
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Is Investing in Customer Experience Worth It?

The DiJulius Group

“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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AI Meets Human Touch: Redefining Customer Experience

Doing CX Right

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.

AI 52
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How to Easily Navigate Crypto Accounting in the Web3 Era

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

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Warby Parker Sees Online Growth Surge. So Why Open 600 More Stores?

Customer Think

The average American is expected to purchase nearly four pieces of eyewear in 2024. To Warby Parker, those frames can build a lot of square footage. But should they be filling online baskets instead?

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Costco: A Proven Customer Service Role Model for Over 40 Years

Service Quality Institute

I have speaking and writing about customer service since January 1980. There are only a handful of companies that have been Relentless and kept their focus on incredible customer service. COVID gave most firms an excuse to say “To Hell with the Customer” Costco is one of only a handful of companies that has never lost sight of its focus on the customer experience.

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25+ Buying Behavior Questionnaires to Know More About Your Customers

SurveySensum

Want to launch a new product but need to know how your consumers are going to react? Well, let’s do some good old market research to understand your consumer’s buying behavior and pattern. But how to do that? By creating a buying behavior questionnaire to ask your customers what leads them to purchase your product or use your service. But what consumer behavior survey questions should you ask and how does launching this survey impact your business?

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AI in the Contact Center: Findings from Our Latest Corporate Report

Execs In The Know

Brands are turning to AI-powered solutions to stay ahead of the curve. If your organization hasn’t yet explored the potential of AI in your contact center, now is the time. Our latest report in partnership with ASAPP , The State of the Tech: AI in the Contact Center , delivers key insights into how AI is transforming CX operations. Here’s a snapshot of some exciting findings pointing to AI as a trend and a necessity for delivering superior customer interactions.

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How To Speak The Language Of Financial Success In Product Management

Speaker: Jamie Bernard

Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.

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Alvaria Reverts Back to the Aspect Brand Name

Smart Customer Service

Under a new CEO, Alvaria is changing its workforce engagement management solutions back to Aspect and revising its product strategy.

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The Top 5 Benefits Your Company Can Gain from a Customer Advisory Board

Customer Think

A customer advisory board (CAB) can provide an abundance of key industry knowledge and insight to the host organization. Collected during in-person meetings, interim conference calls and offline discussions with individual members, this intelligence has the potential to significantly alter the way your company does business moving forward.

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[LinkedIn Learning] The CX Value Chain: Linking Customer Experience to Business Outcomes

Experience Investigators

Gain skills to demonstrate the comprehensive value of customer experience management, linking it to financial gains while providing actionable strategies for sustained success.

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Shifting the service strategy in healthcare with conversational AI

CX Network

Align Technology's chief customer officer explains how to engage patients with conversational AI

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Loyalty 101: How To Turn Browsers Into Buyers For Lasting Engagement

Speaker: Shaunna Bruton, Danielle Wyllie, and Kailey Holmes

Say goodbye to one-size-fits-all retail, and say hello to experiences that keep your customers coming back for more! Customer loyalty isn’t just earned - it’s cultivated through meaningful engagement with the help of data. This webinar will take you behind the scenes of how top retailers turn customer data into personalized experiences that drive engagement and retention.