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The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience

ECXO

The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.

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How To Analyze Call Center Performance: Key Metrics, Tips, and Tools

InMoment XI

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. But high performance doesnt happen by chance. Analyzing call center performance is the path to improvementbut youve got to do it right.

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[Experience Action Podcast] CX Pulse Check – March 2025

Experience Investigators by 360Connext

Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO’s new medical drama “The Pit” Lush’s bold decision to abandon socia

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9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance

Calabrio

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.

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Making the Moment: The Art of Creating Events That Drive Results

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

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Managing Customer Experience Like a Pro: Inside a CX Manager’s Daily Workflow

Retently

Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.

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AI That Sees, Solves, and Scales: The Future of Customer Service

TechSee

AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.

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Benchmarking Amazon Nova and GPT-4o models with FloTorch

AWS Machine Learning

Based on original post by Dr. Hemant Joshi, CTO, FloTorch.ai A recent evaluation conducted by FloTorch compared the performance of Amazon Nova models with OpenAIs GPT-4o. Amazon Nova is a new generation of state-of-the-art foundation models (FMs) that deliver frontier intelligence and industry-leading price-performance. The Amazon Nova family of models includes Amazon Nova Micro, Amazon Nova Lite, and Amazon Nova Pro, which support text, image, and video inputs while generating text-based output

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How the 80/20 Rule, AI, and Leadership Drive Business Growth

Blake Morgan

Want to grow your business by focusing on what truly matters? The 80/20 rule helps leaders and customer experience professionals prioritize high-impact areas, maximize efficiency, and drive profitability. In this episode of The Modern Customer Podcast , I sit down with Bill Canady , CEO of OTC Industrial Technologies and Arrowhead Engineered Products , and author of From Panic to Profit , set to relea

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The Commoditization of the Starbucks Experience 2.0

The DiJulius Group

In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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Understanding and Meeting Customer Expectations with the Help of AI with Alexandre (Alex) Hadade

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?

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Amazing Questions to Ask as a CX Professional

CX Accelerator

With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!

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Evaluating RAG applications with Amazon Bedrock knowledge base evaluation

AWS Machine Learning

Organizations building and deploying AI applications, particularly those using large language models (LLMs) with Retrieval Augmented Generation (RAG) systems, face a significant challenge: how to evaluate AI outputs effectively throughout the application lifecycle. As these AI technologies become more sophisticated and widely adopted, maintaining consistent quality and performance becomes increasingly complex.

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How to Improve Sales Performance and Drive Business Growth

Integrity Solutions

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Increased competition, shifting customer expectations, market volatility and other uncertainties mean there is always both an opportunity and a need to keep improving performance—among individual sellers and at the sales team level—to drive highe

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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What Are the Best Metrics for Measuring Customer Satisfaction?

CSM Magazine

How do you know your customers are truly satisfied? Its a question that can make or break a business. Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. Following the right numbers lets companies change how they do things. Better service and bigger profits are the result.

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Nothing Has Changed in Customer Service … And Everything Has Changed in Customer Service

ShepHyken

With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? My answer is accurate: Nothing! For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.

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How Can Sentiment Analysis Be Used to Improve Customer Experience?

InteractionMetrics

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.

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Deploy DeepSeek-R1 distilled models on Amazon SageMaker using a Large Model Inference container

AWS Machine Learning

DeepSeek-R1 is a large language model (LLM) developed by DeepSeek AI that uses reinforcement learning to enhance reasoning capabilities through a multi-stage training process from a DeepSeek-V3-Base foundation. A key distinguishing feature is its reinforcement learning step, which was used to refine the models responses beyond the standard pre-training and fine-tuning process.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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De-Risking AI: 7 Ways Interactions Builds Compliant IVAs for Financial Services

Interactions

As AI has won the attention of teams across the enterprise for its efficiency and CX benefits, these technology investments are coming under closer scrutiny than ever before by compliance and risk teams. Especially in heavily regulated industries like financial services, the potential benefits of an AI-driven solution cannot outweigh compliance red flags.

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From Crisis to Customer Loyalty: What Brands Get Wrong With Product Recalls

CSM Magazine

In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. Peter Gillett, CEO of Marketpoint Recall, provides insight. Its impossible to tell quite how many returns have happened in the first two months of 2025 but a scan of the news will tell you there have been many. Indeed, it was reported recently that in 2024, the United States experienced 3,232 product recalls across five key industries, marking the second-highest annual total

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News Alert: You're Not Customer-Centric

DCX

📌🚀Grab the Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.

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Cross-Tabulation: The Missing Link in Your Survey Analysis

SurveySensum

Surveys are packed with data, but raw numbers dont tell the whole story. Your feedback might scream that airline passengers are fuming over ground supportbut hold on. Which flights? Which routes? Was it a baggage blunder, a check-in chaos, or a missing wheelchair request? Thats where cross-tabulation comes in. It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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Can AI Really Handle Customer Complaints in a Call Center? The Truth Businesses Need to Hear

NobelBiz

If you’ve ever worked in customer service, you know complaints are inevitable. What separates great businesses from struggling ones isnt whether they get complaintsits how they handle them. Get it right, and you build trust, loyalty, and long-term customers. Get it wrong, and you risk negative reviews, social media backlash, and lost revenue. Artificial intelligence (AI) is revolutionizing customer interactions.

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Emotional Marketing ROI: How to Measure and Optimize Emotional Connections for Better Sales and Customer Retention

inQuba

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging.

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The World’s Best Airports for Customer Experience

CSM Magazine

With travelers demanding seamless journeys and memorable experiences, airports have risen to the challenge, setting new standards in customer satisfaction. The Airports Council International (ACI) World , in partnership with Amadeus, recently unveiled the 2024 ASQ Airport Experience Awards winners. The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers.

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Customer success under the CRO: five challenges for customer leaders

ChurnZero

Customer success needs to align with revenue. NRR (net revenue retention) is our north star. Renewals should be an outcome of good customer success. Any of these sound familiar? These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer).

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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It Pays to Know What’s Coming: How to Use AI to Predict Trends and Personalize at Scale – A Taylor Swift Era 

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: Much like Taylor Swifts ability to reinvent herself with each Era album cycle, staying ahead of customer trends requires anticipation, data, and a deep understanding of audience preferences. AI-driven predictive analytics has redefined how to execute customer engagement, enabling hyper-personalization at scale.

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Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI

Northridge Group

Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (AHT) and Net Promoter Score […] The post Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI first

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Cybersecurity’s Latest Buzzword Has Arrived: What Agentic AI Is And Isn’t

Forrester's Customer Insights

Cybersecurity vendors have come out of the woodwork in the past few months to announce their agentic AI innovations. These include vendors like Swimlane, ReliaQuest, Dropzone AI, Intezer, and others. Some are announcing legitimate agentic AI features, while others are renaming existing ML or generative AI features to catch the hype: the blob strikes again!