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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

CX transformation often requires breaking entrenched habits and coordinating across silos, which wont happen without active support from the C-suite. Governance mechanisms should be put in place early, led by leadership. Equally important is visible sponsorship. The first step is to define specific objectives for the transformation.

B2B 339
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Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 460
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Designing and Rolling Out a Global Customer Experience Strategy

ECXO

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions. Regularly updating the strategy based on customer feedback and evolving market conditions is crucial.

Strategy 380
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Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies

eglobalis

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

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The Explosive Growth of the Text Analytics Market: Trends, Opportunities, and Forecast

Thematic

The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful.

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Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service

Calabrio

In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go. Assistance Tools Support Agents in Real Time Equip your agents with a real-time co-pilot.

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5 Customer Experience Predictions for 2023  

Comm100

Bring this understanding of what your customers value highly into your CX governance process, advocating for them during decision-making that impacts changes to products, services, and operations. This will mean better pay, better training, better tools, better support, and a better work-life balance.