Sat.Feb 17, 2024 - Fri.Feb 23, 2024

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The dark corners waiting to undermine your customer experience

Adrian Swinscoe

In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to undermine your customer experience first appeared on Adrian Swinscoe.

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Transforming E-Commerce with Data: From Insights to Action for Superior Customer Journeys

Customer Think

In the dynamic world of e-commerce, understanding your customers is key to success. Meeting customer needs is critical in today’s competitive e-commerce landscape. Digital platforms have raised consumer expectations by offering a wide range of products and services. Customer-centricity is more than a trend; it is a strategic approach that sets companies apart.

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How to Build a Company Culture that Empowers Workers for Optimal Performance

Doing CX Right

Learn how to leverage emotional intelligence's pivotal role in achieving optimal performance and boosting customer satisfaction with Stacy Sherman and featured guest Daniel Goleman. The post How to Build a Company Culture that Empowers Workers for Optimal Performance appeared first on Doing CX Right.

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First 60 Days in the C-suite: How to Set Yourself Up for Success

Totango

The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 years on average. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG

Adrian Swinscoe

Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG first appeared on Adrian Swinscoe.

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Data Warehouse: All you need to know

Customer Think

At its core, a data warehouse is a centralized repository that stores data from multiple sources in a structured format, enabling organizations to perform complex analytics and generate insights. Unlike traditional databases, which are optimized for transactional processing, data warehouses focus on analytical processing, facilitating strategic decision-making based on historical and real-time data.

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Welcome to CX 102: Advanced CX.

Bill Quiseng

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.

CX 88
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The Unexpected C-Suite Collaboration You Need for Success

Totango

What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.

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Three Trends Shaping Mobile Marketing in 2024

Customer Think

When it comes to the mobile ecosystem, change is the one constant we can count on. During the pandemic, brands were nimble and adopted new mobile technologies and strategies to reach their customers digitally. In 2023, we saw brands evolve and become more strategic across the mobile customer lifecycle.

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The Ethical Compass: 5 Rules on Navigating Business Ethics from Academia

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse

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How Retailers Are Transforming Customer Experiences with Data & AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Donna Fluss talks about Digital Channels

DMG Consulting

Donna Fluss talks about Digital Channels Contact Centers need to meet their customers on the channel of their choice. The post Donna Fluss talks about Digital Channels appeared first on DMG Consulting.

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144: How to Use Generative AI to Improve Your CX

The DiJulius Group

Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative.

AI 64
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My Curated And Recommended Reference List For EX, CX, Enterprise Culture, And Brand-Building Practitioners

Customer Think

For those not familiar with my work, I’m an active author, consultant, researcher and trainer in CX and EX (and also a member of CustomerThink’s Hall of Fame).

CX 69
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Survey Question Types

Zonka Feedback

The key to extracting valuable information, insights, feedback, and opinions through your customer surveys lies in the art of crafting well-designed questions. Survey questions play a crucial role in the success of your surveys.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Revolutionising the Citizen Experience: How Royal Borough of Kingston Council reduces call volumes by a third with Puzzel

Logicalware

The Royal Borough of Kingston Council , serving the vast community of Kingston Upon Thames in Greater London, stands as a pivotal local authority among the 32 borough councils in the United Kingdom’s capital city. Proudly acting as the initial and concluding touchpoint for their 129,000 citizens, the council manages an array of enquiries, ranging from bin collections and birth registrations to marriage notifications, council tax queries and more.

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Free customer persona templates and examples

Zendesk

What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. While customer or buyer persona templates can vary depending on your business needs, they generally include demographic information, interests, motivations, frustrations, and more.

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The imperative of customer trust in 2024

Customer Think

How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security issues. This trust challenge has been exacerbated over the last year with the emergence of Generative AI. Recent research by Qualtrics XM Institute reveals how big this challenge has become.

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Structured vs Unstructured Data: Decoding the Differences for Feedback Analysis

Zonka Feedback

Customer feedback – it's the key to understanding your audience, building stronger relationships, and ultimately, driving business success. But navigating the vast landscape of this feedback can feel like venturing into a data abyss, teeming with diverse formats and hidden insights. Here's where the crucial distinction between structured and unstructured data comes into play.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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Navigating the balance between AI and the human touch in customer experience

RateMyService

AI has limitations and human judgment is still essential for excellent customer service The recent case of Air Canada’s chatbot misinforming a grieving passenger about bereavement fares highlights critical challenges of current AI-powered customer service platforms: accuracy and empathy. Despite the airline’s investment in AI to create better customer experiences, the chatbot’s error led to the contrary and tarnished the airline’s reputation.

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Understanding the changing economics of customer service in the age of AI

Intercom

We’re all aware of how the customer service function has long been perceived as a cost center rather than value driver. But with the transformative arrival of generative AI, that equation is changing, fast. Everyone aspires to be able to demonstrate value for what they do. But while great customer service could easily show how it generated value for customers by solving their problems, it was often harder for customer service teams to demonstrate the long-term value it generated for the business

AI 52
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Turning Status Quo into Your Ally

Customer Think

I recently read a blog post by Seth Godin titled, “The four cohorts of the status quo“ It reminded of the fact that as leaders, we need to understand the concept of status quo, how to leverage it and deal with it, as appropriate.

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Using Sentiment Analysis to Improve CSAT: Guide to Enhance Customer Satisfaction

Zonka Feedback

With customer expectations soaring high and businesses becoming more customer-centric, understanding the why behind every feedback response is paramount.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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Evolving Insurance Operations with the Power of Intelligent Document Processing (IDP)

Lightico

The insurance industry is experiencing a transformative wave of innovation driven by Intelligent Document Processing (IDP). In an era where efficiency, accuracy, and speed are paramount, IDP emerges as a game-changer, revolutionizing insurance operations and redefining the landscape of document processing. In this article, we delve into the transformative potential of IDP in the insurance industry (we also cover IDP in Auto Finance here ) , exploring its myriad benefits and real-world applicatio

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Building a Strong Foundation: Key Components of an Effective Employee Experience Strategy

SurveySensum

Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. But when you join the workforce, you realize the stagnancy of growth and the lack of a work-life balance within the organization. So, what will you do – you’ll start looking for better opportunities. It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared t

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How to Create Unbreakable Brand Loyalty through Emotional Connection

Customer Think

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense.

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How to Create a Feedback Form to Get Meaningful Insights

Zonka Feedback

Creating a feedback form that garners valuable insights is crucial for businesses looking to improve their services or products. Whether you aim to measure customer satisfaction, gather product feedback, or enhance your overall service, a well-designed feedback form can be a powerful tool.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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The crucial role of training in elevating contact centre performance

Logicalware

It’s common knowledge that happy employees make happy customers. However, with heightened demand and changing customer expectations, contact centres and their agents find themselves in a pressured situation, ultimately affecting the customer experience. Recognising this reality, forward-thinking companies are embracing the critical importance of comprehensive training programmes for their contact centre employees (who, after all, are the most important resource of a contact centre).

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Inside sales vs. outside sales: What are the key differences?

Zendesk

Evolving technology means customers are no longer limited to shopping locally. Buyers are just a few clicks away from purchasing a product from a small business on the other side of the globe. These convenient online shopping options breed fierce competition between brands and create pressure for sales teams. No longer are they just selling products or services—they’re building relationships and selling a great customer experience.

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What it Really Takes to Cultivate Long-Term Partnerships This Year

Customer Think

You may have heard that partnerships can supercharge B2B organizations’ revenue and growth, but how do you begin? And how do you do it well, ensuring the time and resources you’ve invested into these relationships isn’t squandered?

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Strategies for Humanizing AI: A Key to Better Customer Connections

SurveySensum

In today’s business landscape, the integration of artificial intelligence (AI) into customer interactions has become pervasive, spanning industries from retail to healthcare. While AI offers unparalleled efficiency and scalability in handling customer inquiries and providing support, there’s a critical aspect that often gets overlooked— the human connection.

AI 52
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the