ECXO

NOVEMBER 26, 2024

Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience! Unicorns Bring a Personal Touch These rare employees know how to connect with customers on a personal level. Spoiler alert—probably not.

Self Service 334

Self Service Culture Training Analytics 334

ECXO

NOVEMBER 19, 2024

At its core, the saga teaches us about the importance of connection—both between characters and with the audience. Tailoring experiences to Johan’s needs, with personalized support, builds a deeper connection. Community Building : Create spaces where customers can connect, such as online forums, social media groups, or live events.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

MARCH 24, 2025

Knowledge and Training Constraints AI agents require continuous and meticulous training to provide accurate and relevant responses. If training data becomes outdated, the AI quickly deteriorates, offering incorrect solutions. If you enjoyed the read, please share it and connect or follow me on LinkedIn here !

Contact Center 326

Contact Center Virtual Agent Chatbots Banking 326

eglobalis

DECEMBER 11, 2024

Employee Training and Engagement Employee interactions are pivotal to customer experience. Experimenting with different training programs and engagement initiatives can help businesses identify the most effective methods for empowering employees to deliver superior CX. Lets connect, and share your insights!

Customer Journeys 356

Customer Journeys Effort Score Omni-Channel Social Media 356

eglobalis

MARCH 18, 2025

Challenges: Training AI to handle complex scenarios without human oversight is challenging due to the vast array of potential complications and the need for emotional intelligence. For instance, a customer disputing a billing error involving multiple transactions requires nuanced understanding and empathy.

Interaction 355

Interaction Culture Virtual Agent Loyalty 355

eglobalis

OCTOBER 21, 2024

Engaging Directly: Personal Connections Matter While public responses are important, taking the conversation offline for resolution through direct messages or phone calls can create a more personalized experience and help your company to find the issues easier. If you’d like, don’t hesitate to share and connect with me here on LinkedIn.

Social Media 500

Social Media Feedback Engagement Company 500

ECXO

APRIL 10, 2024

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. Emotional Training: Provide emotional intelligence training to employees who interact with customers.

Connections 334

Connections Customer Experience Social Media Analysis 334

Experience Investigators by 360Connext

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

eglobalis

JANUARY 20, 2025

Companies that excel in CX often establish a strong emotional and professional connection with their clients. Additionally, training employees in active listening and empathy is critical , as these skills enhance human interactions and foster deeper relationships.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

ECXO

OCTOBER 27, 2024

Personalized training, interactive demos, and seamless onboarding processes all contribute to shortening TTV. Customer Success teams should focus on training and empowering support agents to resolve issues on the first call or interaction. Let me know your thoughts and if I missed anything, and connect with me here.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

eglobalis

FEBRUARY 13, 2025

Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection. Salesforce prioritizes employee well-being with resilience training and stress management programs, which helps support teams stay energized and effective. Example: Salesforce.

Analytics 289

Analytics Measurement Metrics Feedback 289

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. Training programs can build skills like customer journey mapping, design thinking, and emotional intelligence to better understand client needs.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

DECEMBER 9, 2024

Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Download Now Exit this form Society: Divided, Yet Connected Customers navigate a paradox: craving connection in an overstimulated, fragmented world. Transparency and training are crucial.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

eglobalis

OCTOBER 14, 2024

Personalized learning ensures that each professional receives the specific training needed to succeed in their unique business environment. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

AWS Machine Learning

OCTOBER 23, 2024

Built using Amazon Bedrock Knowledge Bases , Amazon Lex , and Amazon Connect , with WhatsApp as the channel, our solution provides users with a familiar and convenient interface. This feature simplifies the integration of domain-specific knowledge into conversational AI through native compatibility with Amazon Lex and Amazon Connect.

Connections 86

Connections Knowledge Base Resources Data 86

InMoment XI

NOVEMBER 19, 2024

These hallucinations are mainly the result of issues with the training data. If the model is trained on insufficient or biased data, it’s likely to generate incorrect outputs. It doesn’t “know” anything beyond its training data and has no concept of fact or fiction. An AI system is only as good as the data you feed it.

Contact Center 195

Contact Center Healthcare Training Financial 195

eglobalis

JANUARY 7, 2025

Best Practices : Use feedback loops to monitor performance, adopt agile methodologies for iterative improvements, and train internal teams to ensure consistent delivery. Lets connect, and share your insights! Connect or follow me here: Ricardo Saltz Gulko Happy Belated Christmas, a Merry Hanukkah, and a Marvelous 2025!

B2B 288

B2B Company Customer Journeys Innovation 288

ECXO

OCTOBER 23, 2024

Strategies to minimize bias and ensure AI systems are equitable and ethical are necessary for success: · Facebook : Facebook has faced criticism for algorithmic bias in content moderation, but they’ve taken steps to mitigate this by improving the diversity of their AI training datasets and regularly auditing algorithms for fairness.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

NOVEMBER 13, 2024

A data scientist can achieve this by building a machine learning prediction model trained on a dataset. Select and Train a Model Select a machine learning model that best fits your data and business goals. The next step is to feed the labeled data to the model to train it. Training is an iterative process.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Retently

OCTOBER 11, 2024

Medallia Agent Connect (former Stella Connect) 3. These tools, often called conversation review or customer support quality management software, help monitor customer interactions, train, and onboard agents, and continuously refine support operations. Table of contents Key Takeaways: What is Customer Support Quality Assurance?

Ecommerce 134

Ecommerce Retail Software Customer Service 134

InMoment XI

DECEMBER 6, 2024

Here are some of the key advantages: Cost Savings : Outsourcing eliminates the need for in-house hiring, training, and infrastructure, reducing operational costs. Invest in Training Equip your customer experience outsourcing partners team with the knowledge they need to represent your brand effectively.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

OCTOBER 31, 2024

You can improve AHT by providing comprehensive training to agents. Hiring more agents and investing in training programs can help you improve the average speed to answer. Businesses can use this information to train agents and adjust their schedules to ensure availability at all times.

Call Center 195

Call Center Metrics Self Service Effort Score 195

AWS Machine Learning

FEBRUARY 21, 2025

In this post, we discuss how AWS and DXC used Amazon Connect and other AWS AI services to deliver near real-time V2V translation capabilities. To optimize the customer/agent experience, the Amazon Connect V2V sample project implements audio streaming add-ons to simulate a more natural conversation experience.

Connections 80

Connections Contact Center e-support Call Recording 80

CSM Magazine

JANUARY 15, 2025

But how do you effectively train for something as complex as empathy? 3 Ways AI Role-Playing Enhances Customer Empathy Training 1. AI Role-Playing Can Enhance Customer Empathy Training Empathy isnt just a buzzword – its the foundation of exceptional customer service.

Training 52

Training Exceptional Customer Service Policies Feedback 52

InMoment XI

OCTOBER 25, 2024

Start by establishing communication protocols and training your staff on them. These pages help you connect with diners in specific regions and address their concerns. Train Employees Training employees to provide excellent customer service makes a huge difference.

Feedback 195

Feedback Management Social Media ROI 195

eglobalis

MARCH 4, 2025

By training AI agents to recognize frustration or stress and escalate interactions to human agents when necessary, businesses enhance customer satisfaction and retention. To address these gaps, businesses implement fallback mechanisms, real-time human intervention, and continuous AI model training.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

eglobalis

MARCH 13, 2025

Embed CX into Company Culture through Communication and Training Leaders must consistently talk about CX and reinforce its importance. Host executive town halls, share customer success stories, and launch company-wide training programs that educate employees on customer-centric behaviors.

Leadership 234

Leadership B2B B2C Effort Score 234

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. By championing the customer experience, you contribute to a world where people feel valued and connected. 5. Empower and Train Employees: This is my biggest passion!

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? And customer experience management requires a thorough approach to training and education for all employees. Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required?

Innovation 444

Innovation e-support Culture Customer Centricity 444

ECXO

OCTOBER 14, 2024

Remember, customer-centricity is not a destination but a path that leads to deeper connections, enhanced loyalty, and a thriving business ecosystem. Training and Development: Assess the emphasis your organization places on training employees in customer service excellence and empathy.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

InMoment XI

MARCH 14, 2025

You can use this information to refine things like training programs and workload distribution. The result is better training, a more evenly distributed workload, and efficiency gains everywhere you look. If agents repeatedly struggle with certain issues, its a sign they need better training or clearer guidance.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Train employees in soft skills as well, like de-escalating a situation, and feeling and expressing empathy.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

BlueOcean

DECEMBER 2, 2024

It begins with training agents to pay active attention to what your customer is saying – not just the primary information like their name and address, but even the small comments, maybe something said in passing. We can easily train someone to be successful in hospitality – but only if they have the personality fit and values first.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

OCTOBER 15, 2024

AI-generated reviews that are based on existing customer feedback are created using models, like ChatGPT-4, which are trained on large datasets of real feedback. InMoment empowers you to capture and connect unstructured and structured experience data in every format, at every stage of the customer journey —all in one place.

How To 195

How To Feedback Tools Contact Center 195