Sat.Apr 06, 2024 - Fri.Apr 12, 2024

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Data: The Secret Weapon in Winning the Battle for Consumer Attention

Customer Think

It is both intriguing and worrisome that our attention span has diminished to just eight seconds, which is even shorter than that of a goldfish. Over the past two decades, we’ve seen a 30% decline in our ability to focus. In our fast-moving world, advertisements hold our attention for merely 1.

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Customer Service Foundations Training Plan

Inside Customer Service

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. Customer Service Foundations focuses on the three essential skills : Rapport Understanding (includes listening) Solving (includes serving upset customers) The course is ideal for people new to customer service.

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Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins

Adrian Swinscoe

Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how […] The post Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins first appeared on Adrian Swinscoe.

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Insider hot takes: CS & Sales synergize to unleash predictable growth

Totango

Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 109
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Manual Call Reviews? Theres a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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New Report: Key Trends in B2B Content Consumption

Customer Think

The lead generation experts at NetLine just released their “2024 State of B2B Content Consumption & Demand Report,” a meaty 38-page guide based on data from more than 6 million content registrations.

B2B 117
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Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience

ECXO

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This might sound like an unusual juxtaposition, but bear with me as I draw parallels between these two seemingly disparate fields. Quantum physics, the study of the infinitesimally small, can teach us some intriguing lessons about enhancing customer experience, which plays a monumental role in the gl

CX 111

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Product News – March 2024

Lumoa

content Lumoa Product News for March 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Lumoa joins Netigate Exciting news! Lumoa is now apart of Netigate. We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the v

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How to Power up Your B2C Marketing Strategies with Surprising B2B Secrets

C3Centricity

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

B2C 90
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The Majestic Dance between AI and Humans in CX

ECXO

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used.

AI 111
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A Positive Emotional Experience = Good for Customers, Profitable for You

Heart of the Customer

Having the best customer experience pays. But what is the value of having the best customer experience? There’s plenty of data that shows that customer experience pays. The most compelling is Watermark Consulting’s tracking of stock prices. The company simulated purchasing the stock of CX Leaders (the ten top-performing companies in customer satisfaction on annual […] The post A Positive Emotional Experience = Good for Customers, Profitable for You appeared first on Heart of the Customer.

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The Pragmatic Path to Composability: Creating Efficient Commerce Systems

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

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How to Tap into Your Customers’ Hidden Motivations To Gain True Success

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: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.

Sales 78
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Arc’teryx’s Commitment to the Future: Sustainability, Circularity, and Customer Experience

Execs In The Know

Dave Pitsch, Vice President of Guest Services at Arc’teryx , recently delivered a compelling keynote address at Customer Response Summit (CRS) in Tucson titled Shaping the Future of Guest Experience and Circularity. Arc’teryx has positioned itself at the forefront of innovation and sustainability. At the heart of the brand’s mission is crafting a pinnacle guest experience that transcends the traditional boundaries of retail and brand interaction.

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Customer Complaints: The Sound of Silence in Corporate Communication

The DiJulius Group

Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of. Read Full Article The post Customer Complaints: The Sound of Silence in Corporate Communication appeared first on The DiJulius Group.

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Predictive Customer Service: AI’s Role in Anticipating Needs

Comm100

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

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Turn Payments Into Personalization: Unlock the Value of Transaction Data

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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How Sales Enablement Supports Customer Experience

Customer Think

As customers become more informed, businesses must shift from selling to enhancing customer experience. This needs quality offerings and the ability to provide seamless, personalized experiences. This is where sales enablement comes into play.

Sales 82
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Introducing Fin AI Copilot: Increase agent efficiency by 31%

Intercom

Intercom is leading the industry into a new era of AI-first Customer Service, and today we’re excited to reveal our latest breakthrough innovation – Fin AI Copilot. When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences – it has already helped customers with more than 8 million queries and resolves up to 80% of conversations instantly.

AI 69
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Real-Time Adaptive Intraday Management Saves the Day

DMG Consulting

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Vendors are delivering enhancements and innovations with the potential to greatly improve the effectiveness of many aspects of these applications. However, when all is said and done, today’s WFM solutions still have the same two core objectives they had when first introduced over 50 years ago: forecasting the volume of work expected to arrive in a given time frame and

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Ranking Survey: A Strategic Tool for Understanding Consumer Preferences

Zonka Feedback

Understanding customers’ needs and expectations is crucial for a business to ensure their satisfaction and customer feedback surveys help you do this. But merely fulfilling customers’ needs is not enough. Sometimes customers prefer one thing over another. Customers’ preferences and the order of these preferences have a great impact on the overall customer experience and satisfaction.

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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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Is AI Right for Your Company?

Customer Think

There’s been so much written extolling the uses of AI. Certainly, it’s exciting – filled with possibility and mystery, similar to the early days of the World Wide Web.

AI 76
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[Experience Action Podcast] Customer-Facing Employees and CX Buy-In

Experience Investigators

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we’re tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are?

CX 59
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3 Reasons Work From Home Works

DMG Consulting

3 Reasons Work From Home Works Check out Donna’s thoughts and three reasons why working from home is a viable option. The post 3 Reasons Work From Home Works appeared first on DMG Consulting.

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Empowering Customers: The Value of Self-Service Support in Manufacturing

TeamSupport

In manufacturing, effective customer support requires technology that spans geographical boundaries and provides a wealth of knowledge. From the production of everyday goods to the development of new technology, precision and efficiency are a top priority. Empowering customers to find answers to their questions independently can lead to quicker resolutions, and establish a deeper understanding of customer needs.

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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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Overcoming Generative AI Limitations To Maximize Call Center Excellence

Customer Think

Generative AI models are quickly making their way into call center operations. And it makes sense. Their ability to enhance customer interactions, streamline processes, and glean deeper insights into customer behavior are an attractive proposition for the industry.

AI 73
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New offence for assaulting shop workers

The Customer Service Blog

Assaulting a shop worker will be made a separate criminal offence in England and Wales as part of the government’s response to a recent wave of shoplifting and retail crime. The new offence will carry a maximum sentence of six months in prison. Perpetrators could also receive an unlimited fine and be banned from the shop where they committed the offence.

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Remembering The Fundamentals Of Marketing In A Digital Age

NGDATA

Personalized experiences drive sales. The four P's (product, price, place, and promotion) and the three P's (process, physical evidence, and people) are necessary building blocks of marketing that should be adapted to the latest technological innovations. Understanding the customer brief is crucial to avoid misalignment between the campaign created and the customer brief.

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The Ticket: How Fin AI Copilot changes the game for support teams

Intercom

Every support rep wishes they had their own personal AI assistant in the inbox, right? Now you can with our latest groundbreaking product release, Fin AI Copilot. This week on The Ticket podcast, our Senior Director of Automated and Proactive Support, Ruth O’Brien , and our Senior Product Marketing Manager, Olivia Singarella , dive into what Fin AI Copilot is and what big customer problems inspired us to create it.

AI 52
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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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AI Image Generators for B2B: Do they pass the subject matter expert test?

Customer Think

Like everyone else in the world right now, I’m finding ways to use AI, the latest greatest shiny object. One of the more impressive types of AI generative tools are those that create sophisticated graphics on demand.

AI 70
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Strategic Insights: How Customer Feedback Fuels Brand Success and Innovation

Execs In The Know

In today’s competitive marketplace, the ability to listen to and act upon feedback is not just a nice-to-have; it’s a critical component of a brand’s success strategy. Our CX Insight magazine article, “ The Power of Listening: Leveraging Customer Feedback to Drive Brand Success ,” delves deep into why customer feedback matters and how it can be a game-changer for businesses aiming for growth and sustainability.

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How Should Regulations Evolve to Keep Up with the Banking Industry?

NGDATA

The US experienced major bank failures last year, driving the need for regulatory responses. To reduce the risk of destabilizing bank runs, Brookings recommends strengthening liquidity regulations and modifying the Liquidity Coverage Ratio. The banking industry has changed significantly over the past 25 years, with traditional banks delivering less credit to nonfinancial corporations.

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Achieving Client Support Excellence with TeamSupport

TeamSupport

In the competitive landscape of today's business world, maintaining strong client relationships is more important than ever. However, achieving this can be a daunting task for any organization, given the complexity and dynamic nature of client interactions. This is where TeamSupport comes in. Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also

Sales 52
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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.