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Beyond Deliverables: How AI and Customer Centric Strategies Are Redefining Professional Services

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Leaders who encourage cross-functional communication ensure their service teams have the full context of client interactions, which can reveal additional opportunities to exceed expectations. Tailoring interactions—from language choice to communication frequency—demonstrates an understanding of the client’s unique preferences and personality.

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Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

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Without real solutions, quality communication, and a relentless focus on client outcomes, empathy is nothing more than a buzzword. Example: Siemens in Asia Siemens faced challenges with direct verbal communication in Japan, where local norms value discretion. Introduction: Can loyalty, adoption, or growth be built on empathy alone?

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Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership

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– Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights. established a foundational understanding of social media’s role in business. When I first read Engage! ,

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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

ECXO

Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience! Transparent Customer Communication: Building Trust Communicating decisions effectively—whether a request is approved or declined—is essential for preserving trust.

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Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Join Tony Medrano, CEO of RapportBoost.ai

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AI in the Workplace: Transforming Customer and Employee Experience

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AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems. Enhancing Collaboration and Communication AI-powered communication tools are enhancing collaboration among employees, especially in remote and hybrid work environments.

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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

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In short, understanding a company’s identity and integrating it into CX is more than a strategic advantage—it’s a means of creating genuine connections, fostering loyalty, and standing out in a crowded marketplace where clients increasingly seek partners that truly “get” their needs and values.

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Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. How to improve agent performance and manage their expectations.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Including how to lean into partnering with your internal communications team to create a transparent, authentic, and connected employee experience. 💻 Digital Employee Experience (DEX): Learn how to integrate technology while preserving meaningful human connections.

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How To Speak The Language Of Financial Success In Product Management

Speaker: Jamie Bernard

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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How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

This means you can’t afford to put your customers on hold for long or deliver poor communication. 4th Edition State of the Connected Customer According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.