Wed.Jan 26, 2022

Conversational AI in Banking – Practical Use-Cases for Achieving ROI


WEBINAR. Conversational AI in Banking – Practical Use-Cases for Achieving ROI. Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore.

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Stop Sending Me Surveys Unless You Care What I Have to Say!

Shep Hyken

I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback.


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070: An Entrepreneur’s Relentless Drive to Build a World-Class Financial Service Firm

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada.

Anatomy of a Customer Case Study


Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations.


How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Work From Home: How to Collaborate Effectively With Your Remote Teams


You likely won’t be shocked to hear that a lot of us are working remotely right now. In 2022, it is estimated that about 26% of all employees will be full-time remote workers, according to research from Upwork. While Covid-19 has obviously been a big driver, this isn’t a short-term trend.

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10 Tips to improve customer service communication

Steven Van Belleghem

Intelligence, augmented. Even in the digital world, people like to deal with people. But an outstanding customer experience happens when you figure out how to improve the level of human service using technology.

10 GigCX Predictions for 2022

MyCustomer Experience

1It’s official: GigCX® has a seat at the top table. In October, collective McKinsey authors Vinay Gupta, Raelyn Jacobson, Paul Kline, Manu. 26th Jan 2022. By Megan Neale COO and Co-founder


An Essential Guide to Ecommerce Website Maintenance for Every Business Out There

Customer Think

Image Source Why would you service your car if there’s nothing wrong? The engine sounds good. Everything runs smoothly. Just carry on driving until you notice a problem, right?

11 Customer Experience Trends that you must track in 2022


Top customer experience trends in 2022. Giving automation a human touch. A boost in multi-channel service. Optimizing customer experience for mobile devices. Meeting customer expectations. Alteration in the operation of the contact center. Data-driven insights based on employee experience.

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

The different types of sales | A complete guide


When you think of sales, the first thing that pops into your mind is probably chasing profits—followed closely by how to chase those profits. That’s perfectly normal, but the truth is that sales is more than tactics.

B2C 52

From CX, to EX, to organisational experience

MyCustomer Experience

FThe rise and rise of customer experience (CX) has provided a fresh sense of purpose to the contact centre sector. Tech industry analyst. 31st Jan 2022. By martin_taylor Deputy CEO

A glimpse into 2022: How can contact centers plan ahead?

CX Network

After reflecting on the lessons learned last year, Calabrio forecasts the trends that will shape contact center success in 2022

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More Evidence that Marketing to Out-of-Market Prospects Really Matters

Customer Think

Source: WSJ Intelligence/B2B International Last September, I wrote a post discussing why B2B marketers shouldn't ignore "out-of-market" prospects. In a nutshell, my argument was as follows: At any time, most of a company's "good-fit" p. Blog Digital Marketing

B2B 52

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

27 Ecommerce KPIs to Track if You Want to Be Successful in 2022


Everyone knows that ecommerce KPIs are helpful, at least in theory. But if you don’t turn them into actionable insights, they’ll just end up sitting around collecting (metaphorical) dust.

Do Companies Recognize The High CX Value Of Employee Advocates? Shouldn’t They Want To Cultivate The Kind Of Behavior Advocacy Represents?

Customer Think

That’s my belief. And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate it.

Digital First: The Future of Card Payments

MyCustomer Experience

DContact centres are complex places at the best of times with multiple systems and fluctuating customer demand. Add remote and hybrid. 26th Jan 2022. By Rob Crutchington Managing Director


This time, it’s personal: Redefining automated support in the modern age


Many support leaders worry that by automating their support they’ll make it less personal. But automated support can (and should) be deeply personal. In today’s modern age, support teams simply need to redefine what being “personal” means.

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

5 examples of effective client insights collection

MyCustomer Experience

5Did you know that over 50% of consumers expect brands to anticipate their needs? That means when potential customers first come in contact. 26th Jan 2022. By alonghelber CMO