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

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Customer Experience Experimentation: Your Final Frontier

ECXO

All pictures generated with DALL-E are copyrighted by ECXO. Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

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7 success strategies for outbound call center excellence

Callminer

Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.

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Are assumptions hindering your delivery of great customer service?

Adrian Swinscoe

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.

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The Role of AI in Personalizing Customer Experiences

Customer Think

In today’s world, customers don’t just want to be treated like everyone else—they want to feel special and valued. This has made personalization a big deal for businesses. It’s about making sure each customer gets a unique experience that matches their needs and preferences.

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Building Your BI Strategy: How to Choose a Solution That Scales and Delivers

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

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Become the King Midas of CX

ECXO

Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. I mean, this guy loved gold so much that he probably thought about it 24/7. So, one day, this god named Dionysus, who owed the king a favor, offered to grant him one wish. And guess what? Midas, without even thinking twice, asked for the power to turn everything he touched into gold.

CX 156
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Silence Speaks: Leadership Lessons from 7 Days Without My Voice

Doing CX Right

A week of silence revealed surprising truths. Could these lessons transform your leadership style and business? Read more now. The post Silence Speaks: Leadership Lessons from 7 Days Without My Voice appeared first on Doing CX Right.

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Rules To Help You Decide When To Fire Your Customers To Increase Profit

Beyond Philosophy

In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it’s time to part ways with a customer: Rule #1: Fire customers if they cost too much.

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Titans of CX: How Samsung and Apple Compete and Collaborate?

Customer Think

Designed on DALL-E or MidJourney; all rights reserved to ECXOorg. Article originally posted on Eglobalis: [link] Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons.

CX 86
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IDENTIFYING AND DEVELOPING GREAT LEADERS

The DiJulius Group

*The following excerpt on developing leaders is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about.

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[Experience Action Podcast] Turning Negative Touchpoints into Positive Ones

Experience Investigators

Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand’s promise into these interactions.

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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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The Opportunities & Pitfalls Of Fusing Human And AI-Powered Experiences

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Artificial Intelligence (AI) has some excellent applications in Customer Experience , applications that can transform the processes in customer interactions. However, after all the sci-fi we have grown up watching, it is natural to wonder what the entrance of AI will mean for the humans involved.

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How To Effectively Close The Brand Consumer Gap On Social Media

Customer Think

Social media is no joke. Every minute, someone cracks a chuckle, someone is offended, or someone gets mercilessly bullied. Amidst the chaos, a new and perhaps more dangerous term emerges — the cancel culture. This is a targeted process of removing esteem status from a person or brand based on things deemed “offensive.

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How to Measure Customer Delight and Prove Its Impact on Brand Loyalty

C3Centricity

As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. Customer delight refers to exceeding customer expectations to create a positive emotional reaction, leading to stronger loyalty and advocacy. This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it.

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Smile, You’re in an AI Photo

Help Scout

We all have an idea of what great service means. Respect, speed, accuracy, helpfulness. But cultural differences can affect the way the service is delivered and how it is received. As AI takes on some support work, will it be culturally competent?

AI 59
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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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Mastering Product Experience: From Onboarding to Advocacy & Beyond

Zonka Feedback

Imagine this: A global financial firm rolls out a new software solution designed to streamline operations across multiple regions. The initial excitement is palpable, but within weeks, frustration sets in. The onboarding was clunky, support was inconsistent, and soon, what was supposed to be a game-changer becomes just another tool gathering digital dust.

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Stop It: Ten Bad Customer Service and CX Habits You Need to Stop

Customer Think

Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show.

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QR Code Surveys: Real-Time Feedback At Your Fingertips

SurveySensum

18.8% of users in the U.S. and the U.K. agreed that there was a visible increase in usage of QR codes since the onset of COVID-19 So why not leverage the QR code for survey designs ? In this fast-paced digital world, businesses are turning more and more to QR code surveys as they provide a quick, interactive, and mobile-friendly way to gather actionable insights.

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The Rise of India’s BPO Industry: Key Factors Driving Success

Hodusoft

The Rise of India's BPO Industry: Key Factors Driving Success In his bestselling and multiple award-winning book “The World Is Flat,” renowned author and columnist Thomas Friedman has dedicated an entire chapter to outsourcing. In it, he has essayed the role of India’s Business Process Outsourcing (BPO) industry in not only enhancing the country’s economic growth but also helping the US’s economy.

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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.

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13 Best AI Trends in Customer Experience Driving Business Growth

Zonka Feedback

In the world of sci-fi movies, AI often takes center stage as the ultimate futuristic tool—think of Iron Man’s JARVIS anticipating every need or Her’s Samantha crafting conversations so personal, they blur the line between human and machine.

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Top Content Marketing Tactics to Elevate Your Brand in 2024

Customer Think

The evolution of content marketing has been nothing short of remarkable. What was once considered a mere buzzword has now become a critical component of effective digital campaigns. In the year 2024, the landscape has shifted significantly.

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Safeguard Patient Data with Top 6 HIPAA-Compliant Survey Tools

SurveySensum

Did you know that 93% of healthcare companies have suffered data breaches in the past three years? Shocking, right? In this digital world where scams are increasing day by day, ensuring data privacy and security is not just an additional matter, it is essential. For businesses gathering private data from their patients via surveys in the healthcare sector, ensuring HIPAA compliance is not just a legal obligation anymore – it’s essential for protecting patient’s trust and maintaining

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What are NLP chatbots and how do they work?

Execs In The Know

Artificial intelligence (AI)—particularly AI in customer service —has come a long way in a short amount of time. The chatbots of the past have evolved into highly intelligent AI agents capable of providing personalized responses to complex customer issues. According to our Zendesk Customer Experience Trends Report 2024 , 70 percent of CX leaders believe bots are becoming skilled architects of highly personalized customer journeys.

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How To Speak The Language Of Financial Success In Product Management

Speaker: Jamie Bernard

Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.

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Improving Agent Performance with Surveys: From Data to CX Delight

Zonka Feedback

Imagine this scenario: A frustrated customer calls your support line, seeking help with an urgent issue. Your agent, well-trained and confident, not only resolves the problem but leaves the customer feeling valued and understood. The result? A satisfied customer, likely to return and even recommend your brand. Now, picture the opposite—an agent who struggles, exacerbating the customer’s frustration.

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How organizations can adapt to meet Gen Z/millennial self-service expectations

Customer Think

The Future is Self-Service: How Businesses Can Thrive in a Gen Z and Millennial-Driven Market Generational differences always have, and always will influence consumer preferences.

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Customer Journey Analytics Tools: Best Features, Pros & Cons

SurveySensum

In this competitive market ensuring a positive and hyper-personalized customer experience is the key to winning your customers. In fact, for 73% of customers, a good and positive experience is key in influencing their brand loyalties. This makes analyzing and having an accurate understanding of every touchpoint of your customer journey more important than ever.

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168: Integrating AI and Human Expertise

The DiJulius Group

Discover how AI is reshaping customer support and transforming business operations with Eric Vermillion, CEO of Helpshift. On this episode of The Customer Service Revolution, Eric walks us through Helpshift’s evolution from a Bay Area startup to a key player in the gaming industry, highlighting how AI is revolutionizing contact centers. By automating tedious tasks.

AI 52
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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Get AI for CX Certified with Expert-Led, Hands-On Training

Execs In The Know

Are you ready to not just learn about artificial intelligence (AI) but to put it into practice? If you’re a CX leader looking to harness the power of AI, our Foundations in AI for CX Certification Program on October 16-18, 2024, in Minneapolis, MN, is the opportunity you’ve been waiting for. This isn’t just another AI course—this is a hands-on, immersive experience designed to equip you with practical, actionable skills in AI for CX.

AI 52
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Digital Transformation, Corporate Data and Gen AI: LLMs and the Challenge of Retrieval

Customer Think

A major goal of any digital transformation is to digitize or improve digitized processes to speed information flows. Gen AI has the potential to do so significantly. However, the generative AI hype continues full-on in the marketplace and new vendors enter seemingly by the minute.

AI 69
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Boost Your Customer’s Loyalty with NPS in Credit Union to Drive Business

SurveySensum

Measuring NPS in credit unions helps identify how satisfied and loyal members are. By focusing on these scores, you can enhance the member experience—because the more satisfied members are, the more likely they are to recommend your services, which in turn boosts your NPS. But it’s not always easy. Many credit unions struggle with balancing the need to protect members’ trust and data while also gathering honest feedback.

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Ticket Tagging Made Easy: Tips and Best Practices

Help Scout

Learn how to organize and streamline your customer support with effective ticket tagging strategies, and discover common use cases and challenges.

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Loyalty 101: How To Turn Browsers Into Buyers For Lasting Engagement

Speaker: Shaunna Bruton, Danielle Wyllie, and Kailey Holmes

Say goodbye to one-size-fits-all retail, and say hello to experiences that keep your customers coming back for more! Customer loyalty isn’t just earned - it’s cultivated through meaningful engagement with the help of data. This webinar will take you behind the scenes of how top retailers turn customer data into personalized experiences that drive engagement and retention.