Sat.Jun 01, 2024 - Fri.Jun 07, 2024

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The importance of brand experience in contact centers

Callminer

Contact centers are responsible for more than simple answering customer phone calls or live chats. Read this blog to learn about the connection between brand experience and contact centers.

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TOO EXPENSIVE OR NOT DELIVERING ON VALUE?

Futurelab

#NoBullshitCX #20yearsFuturelab “Every comment has a context.” Not reading customer comments can cost you more than money. That’s what my last week’s column was about. But today I want to tell a story of how we analysed the comments and…decided to ignore them. Well, almost. We ran a Voice of the Customer pilot for a much-loved global lifestyle product.

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Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft

Adrian Swinscoe

Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe.

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The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience

eglobalis

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

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SaaS Evolution: The Critical Role of Embedded Finance

Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms

Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.

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How to Develop a Comprehensive Employee Experience Program to Boost Your Company

Customer Think

Image source ECXO.org How to Develop a Comprehensive Employee Experience Program to Boost Your Company “Start with the needs of employees first. They may not stick around for long“ The article source: – [link] Introduction Developing a comprehensive Employee Experience program is essential for driving positive business outcomes.

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Do you have a lazy brain? Why is this relevant for CX?

ECXO

posts header on ECXO Do you have a lazy brain? Why is this relevant for CX? So, in my journey to improve customer experience, I’ve found myself diving into the world of neuroscience and psychology to better understand how our brains work. One thing I’ve noticed is that in our increasingly complex world, people often lean towards the simplest solutions.

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More Trending

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Your Mood Has a Massive Effect on Your Decision Making. Here’s why.

Beyond Philosophy

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today’s discussion highlights why understanding the customer’s mood and managing customer emotions helps you achieve your desired experience outcomes.

Outlook 88
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[Experience Action Podcast] CX Pulse Check – June 2024

Experience Investigators

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators’ Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware.

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Conducting Interviews Like Detective Columbo

The DiJulius Group

*The following post on Conducting Interviews is an excerpt from our new book, “The Employee ExperienceRevolution: Increase Morale, Retain Your Workforce, and Drive BusinessGrowth” Hiring new employees should not be your top priority. Instead, focus on creating an amazing internal culture with high morale and low turnover. High employee attention will produce high employee.

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The Ticket: Shep Hyken on getting ahead of the competition with exceptional CX

Intercom

These days, it’s not enough to provide “good” customer service. According to Shep Hyken’s latest Achieving Customer Amazement report, companies that want to really stand out need to blow customers away by providing them with amazing experiences they’ll remember. Anyone who simply “satisfies” their customers risks losing them to competitors who go above and beyond – a fact confirmed by nearly a quarter of respondents.

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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 Secret to Winning the AI Race is simple; avoid these simple blunders

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: This has been created in partnership with NICE. AI is a massive new development in experiences. Unfortunately, it also creates enormous problems for organizations that don’t know what to do with it.

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Unveiling the Mechanics of B2B Buying Triggers

Customer Think

A recent LinkedIn post by Dale W. Harrison ignited a lively debate about whether marketing can “create demand.” The post has received nearly 500 comments, and there are thoughtful views on both sides of the issue. Harrison observed that there’s an “almost universal” belief that marketers can create demand “out of thin air.

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Delivering More Customer Delight, Not More AI Hype

Help Scout

Today we’re announcing two brand new AI features from Help Scout: AI drafts and AI answers. We’re so excited for you to try them, but it’s also important for us to keep it real about what they’ll change and what they won’t.

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Implementing Proactive Chat Initiatives to Reduce Shopping Cart Abandonment

Comm100

Shopping cart abandonment is a major headache for eCommerce businesses, leading to significant lost revenue—but there’s good news: proactive chat initiatives can make a big difference. In this article, we’ll take a closer look at how engaging customers at just the right moments with chatbots during their online shopping journey can help reduce cart abandonment rates.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. But managing its day-to-day operations has become tougher as contemporary call center managers have to cope with several challenges including post-covid work scenarios, high attrition rate, increasing competition, and more.

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Debunking 6 Generative AI Myths Including “Bigger is Better”

Customer Think

By now it has probably been said a gazillion times that generative AI has taken our world by storm. What hasn’t been said that often is that this storm has found almost every business software vendor flat-footed and utterly unprepared.

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Top 10 Inspirational Quotes of Nigel Farage

The Customer Service Blog

Nigel Paul Farage was born in 1964. He is a British politician and broadcaster who has served as leader of Reform UK (formerly the Brexit Party) since June 2024, and previously served as leader from 2019 to 2021. He was also the leader of the UK Independence Party (UKIP) from 2006 to 2009, and from 2010 to 2016. He served as a Member of the European Parliament (MEP) for South East England from 1999 until the UK left the European Union in 2020.

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From OCR (Optical Character Recognition) to IDP (Intelligent Document Processing): The Evolution of Automation & AI in Financial Services

Lightico

Organizations, whether its banks, auto finance, or insurance, face an overwhelming influx of documents as part of their normal customer facing operations. Documents can either be internally generated and completed by customers or employees, or they can be any kind of document with information on it, such as bank statements, pay stubs, invoices, tax forms, basically any kind of document or image sent in by a customer.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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7 Best Survey Tools for Small Businesses: Affordable & Effective

SurveySensum

For any big or small business, to improve customer satisfaction or earn loyalty, you need to listen to your customer’s feedback and their experiences. However, the process can be challenging for small businesses due to budget constraints and the need for a tool that offers robust features without breaking the bank. They often struggle to find a cost-effective solution that provides comprehensive survey creation, distribution, and analysis capabilities.

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Why interactive solutions are the key to a revolutionary customer experience

Customer Think

In today’s fast-paced world, consumers expect instant gratification and seamless experiences when interacting with businesses. This is where omnichannel and interactive solutions come into play – they offer a revolutionary approach to customer engagement that can significantly boost a company’s bottom line.

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159: Build Your Desired Future and Live a Life Full of Purpose

The DiJulius Group

Have you ever wondered how feedback from shuttle bus drivers can revolutionize customer service? On this episode of The Customer Service Revolution, John chats with Jason Yarusi, private fund manager and founder of the Live 100 program, as he shares his unconventional path from the hustle of bars and restaurants to creating a unique approach. Read Full Article The post 159: Build Your Desired Future and Live a Life Full of Purpose appeared first on The DiJulius Group.

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How one company justified a million-dollar logo redesign inspired by the Mona Lisa

NGDATA

Pepsi has launched its first significant logo redesign in 14 years, aiming to blend modern aesthetics with nostalgic elements. The updated visual identity features a striking electric blue and black palette while reintegrating the Pepsi name within the iconic globe, a change driven by consumer feedback. This redesign is intended to evoke the “ripple, pop, and fizz” that defines the brand's essence.

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How To Craft Your Perfect Retail Tech Stack

Speaker: Jason Cottrell and Brian Walker

The era of all-in-one platforms is over. Now, retail success depends on integrating a blend of diverse technologies to thrive. As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail.

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Top 360-Degree Feedback Systems for Small Organizations

SurveySensum

Did you know that 33% of employees want to receive continuous feedback outside of an annual or traditional review? Small businesses often face significant challenges in their pursuit of a comprehensive feedback tool that fits within limited budgets. The landscape is cluttered with various platforms, each catering to different needs such as customer experience surveys, employee surveys, and survey analysis.

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Customer Service in the Age of 24/7

Customer Think

The rise of disruptive technologies like artificial intelligence (AI), coupled with a 24/7 societal mentality brought on by rapid digital transformation, has made the demand for immediate responses in customer service skyrocket.

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Customers Want Personalized Experiences AND Privacy. Can They Have Both?

Experience Investigators

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.

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Digital Marketing Is Still Falling Short, But How to Do Better Is Clear

NGDATA

Digital marketing maturity in the banking industry continues to lag due to regulatory compliance, legacy technology, and a lack of expertise. Banks and credit unions need to invest in digital channels, especially mobile apps, which offer personalized services and targeted notifications. Encouraging innovation and experimentation is essential. By leveraging digital marketing tools, financial institutions can enhance customer experience, drive growth, and gain a competitive edge.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

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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Link Between Employee Outboarding and Customer Experience: Doing Both Right

Doing CX Right

Why does employee outboarding matter if they're already out the door? Learn its impact on customer experience and effective practices The post Link Between Employee Outboarding and Customer Experience: Doing Both Right appeared first on Doing CX Right.

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Three Ways to Make Your Emails More Effective

Customer Think

Image source The most profitable email marketing campaigns succeed because of effective emails. Compelling copy and design that’s pleasing to the eye matter to every recipient. But experienced email marketers know that an invisible factor directly affects email ROI: email deliverability.

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Customers Want Personalized Experiences AND Privacy. Can They Have Both?

Experience Investigators

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.

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‘Never Let Yourself Feel Comfortable,’ CU EVP Advises His Younger Self

NGDATA

Justin Hendrickson, EVP of First Harvest CU, advises his younger self to embrace discomfort for growth. He emphasizes the importance of continuous learning and adaptation in the credit union industry. Hendrickson believes in pushing boundaries to achieve a truly member-centric approach, advocating for innovation and resilience in facing industry challenges.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro