April, 2023

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Do you really know your customer? How your tech stack can unearth true insights

Customer Think

The tide appears to be turning. In recent times, CMOs focused on innovation and growth, yet now economic uncertainty and the financial climate are making marketers take a long hard look at themselves. And when they do that, they focus on two things: the customer and revenue. As marketers, we exist for our customers.

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Why customer empathy is key to ensuring the older generation have a seamless digital banking experience

Adrian Swinscoe

This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […] The post Why customer empathy is key to ensuring the older generation have a seamless digital banking experience first appeared on Adrian Swinscoe.

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How experience guarantees can help you win more customers

Inside Customer Service

Why are customers loyal to certain companies? People buy from Amazon because is it consistently solves one problem quickly and conveniently: "I need to buy __." You can fill in the blank with nearly every product imaginable. Whatever it is, Amazon has made it as easy as possible to get it fast. Starbucks has legions of loyal customers because it offers the most convenient way to get a caffeinated coffee drink.

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How Leaders can Successfully Lead a Customer-first Strategy Adoption

C3Centricity

As a leader, you know that customer centricity is critical to the success of your business. However, it is not enough to pay lip service to this concept; you must make it an integral part of your company’s culture and business strategy. In this post, we will explore what customer centricity means, why it is essential, and how you, as a leader, can successfully lead a customer-first strategy adoption in your organization.

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From Start to Scale: Driving Growth Through Seamless Payments Implementation

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

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How big is your tech stack, really? Here’s the latest data…

Customer Think

It’s springtime, in the Northern hemisphere, and tech stacks are blooming. Zylo, a SaaS management platform that manages over 30 million SaaS licenses for its customers — more $30 billion in SaaS spend under management — just released their 2023.

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The beauty (and challenges) of European cultural differences in CX

eglobalis

The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.

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Are invoices the key to improving the quality of your customer service experience?

Adrian Swinscoe

This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Invoices may seem like purely procedural documents. But what […] The post Are invoices the key to improving the quality of your customer service experience? first appeared on Adrian Swinscoe.

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How the FIT model gets your team to love SMART goals

Inside Customer Service

Do your customer service goals inspire the team? If not, the FIT model might be the cure. It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary. In fact, the model works by getting rid of all that nonsense.

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Unlocking CX Success: The Crucial Collaboration Between Your Customer and Design Chiefs (CCO-CDO)

ECXO

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the two leads can have a significant impact on the quality of your CX.

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The Top 5 Leadership Tips Learned from Past Recessions

Customer Think

While people are hesitant to accept the likely reality that we are heading into a recession, we’re seeing higher interest rates, less venture capital funding, and widespread layoffs in the tech industry. Despite the uncertainty, there’s some good news: even if we are facing a recession, these moments are temporary.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX

eglobalis

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the [.] The post Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX appeared first on Eglobalis.

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25 examples of NLP & machine learning in everyday life

Callminer

NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blog shares 25 examples of NLP and ML.

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Too much data, too few skills. To achieve personalization, there is another way

Adrian Swinscoe

Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14 markets, […] The post Too much data, too few skills. To achieve personalization, there is another way first appeared on Adrian Swinscoe.

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What brands should do today to keep themselves relevant in the era of Generative AI

Steven Van Belleghem

The new standards I for instance thought that Spotify’s demo of its artificial intelligent DJ looked pretty impressive. An AI DJ selects the music it thinks you might like, and then combines it with spoken commentary around the tracks or artists, delivered in a realistic-sounding, AI-generated voice. In other words, it allows you to have your very own personal radio DJ.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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.

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In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey.

ECXO

Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. We are excited to invite you to join our live conversation with Emma Sutton , Kevin Scanlon , and Carlos del Corral on April 26th at 2 PM CET or 1 PM GMT. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor.

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Want Your Leaders To Be More Successful? Encourage Them To Fail More

The DiJulius Group

At most companies, policies and processes are put in place to deal with employees who exhibit sloppy, unprofessional, or irresponsible behavior. But if you avoid or move these people out, you don’t need so many rules. If you build an organization made up of high performers, you can eliminate most controls. The denser the talent, Read Full Article The post Want Your Leaders To Be More Successful?

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U$ 402bn is on the table for brands that simplify their CX and EX – here’s why

eglobalis

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

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Fred Reichheld says 95% of all VOC Programmes are set up incorrectly – is yours?

Futurelab

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

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.

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Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose

Adrian Swinscoe

Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, […] The post Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose first appeared on Adrian Swinscoe.

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5 Good Reasons to Invest in Mobile-Oriented Web Design

Customer Think

Creating mobile-friendly websites is more important today than it has ever been. If you’ve been putting off optimizing your company websites for mobile users, here are some of the reasons why you should make that a priority today. 1.

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Reframing the B2B Engagement Journey – CX On ECXO Executive Sessions

ECXO

ECXO Executives sessions1 In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. We are excited to invite you to join our live conversation with Amir Sohrabi, Emma, and Carlos on April 26th at 2 PM CET or 1 PM GMT. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor.

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Selecting the Finest Research Paper Writing Services

C3Centricity

You have narrowed your options to a couple of research paper writing service suppliers but are paper typer help you confused what you ought to expect. The greater the site offers, the greater the odds you will be chosen. Here are some key things you must search for: Time-consuming. Composing an academic research paper can be time-consuming, however well-trained the writers are or how much experience they have in producing papers that are similar.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

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

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Totango AI innovations set to boost customer success productivity

Totango

Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h

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Fred Reichheld says 95% of all VOC Programmes are set up incorrectly – is yours?

Futurelab

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.

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The connection between flight simulators, agent attrition and better outcomes – Interview with Brian Tuite of Zenerate

Adrian Swinscoe

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me […] The post The connection between flight simulators, agent attrition and better outcomes – Interview with Brian Tuite of Zenerate first appeared on Adrian Swinscoe.

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The Discipline of Listening

Customer Think

Our brains make it difficult, if not impossible, to fully or accurately comprehend what our Communication Partners wish to convey.

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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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The Cross-Cultural Conundrum: Embracing European Diversity and Complexity in Customer Experience

ECXO

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Some have barely started or are still in the early stages of development. Others are more advanced in adopting, implementing and optimising customer-centric strategies. The reasons why some countries are accelerating at a different pace are as rich and varied as the continent.

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The Power of Emotional Intelligence in Driving Business Growth

C3Centricity

Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. In today’s ever-changing business environment, organisations seek innovative ways to differentiate themselves from their competitors. While many companies focus on improving their products, services, or technology, the key to long-term success lies in understanding and engaging with customers at a deeper level.

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The role of AI in making CX more accessible and inclusive

Zendesk

Customer experiences aren’t meant to be one-size-fits-all. With AI, it’s now possible for businesses to personalize for a wider spectrum of human needs. According to our research, 66 percent of customers believe that AI will revolutionize how we communicate and interact with technology. Much of this is already happening —how customers search for products, book reservations, or even get tailored help center content are just a few examples of AI’s current impact.

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Friendly Fraud: How Everyday Fraudsters Pose a Threat to eCommerce

Execs In The Know

As eCommerce grows, so too does its vulnerability to friendly fraud. Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. In this blog post, we’ll take a closer look at what exactly friendly fraud is, how it happens, and why you should be especially aware of it as a CX leader i

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7 Essential Criteria for Choosing the Right Payments Partner

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

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.