Adrian Swinscoe
DECEMBER 11, 2023
The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play […] The post Three trends reshaping the customer experience outsourcing market first appeared on Adrian Swinscoe.
IntouchInsight
DECEMBER 11, 2023
As we all get ready to jump into a new year, we have one last Flash Points consumer data round-up for 2023.
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Experience Investigators by 360Connext
DECEMBER 11, 2023
If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.
NobelBiz
DECEMBER 11, 2023
Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations.
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.
Alida
DECEMBER 11, 2023
Alida was recently represented at one of the tech industry's largest conferences, Amazon re: Invent, with Daniel Charles, the SVP of Product and Go-To-Market, sharing insights into Alida’s exciting integration of AWS Bedrock.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 11, 2023
Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.
Win the Customer
DECEMBER 11, 2023
In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. The digital era has redefined the dynamics of customer interactions, necessitating a recalibration of strategies to ensure sustainable and successful engagements.
Doing CX Right
DECEMBER 11, 2023
Learn exactly how smart companies effectively leverage AI innovations while maintaining exceptional human-centric service with Keynote Speaker, Stacy Sherman, and CXQA, Rob Connelly. The post AI Innovations That Support (Not Replace) Humans in Customer Experience – Live From Reuters Event appeared first on Doing CX Right.
Kapta Customer Success
DECEMBER 11, 2023
B2B buying is in danger of becoming a numbers game dominated by procurement professionals, vendor selection checklists, and lowest-price mentality, according to Forrester. However, you don’t have to allow yourself to fall victim to this trend.
Advertiser: ZoomInfo
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.
Forrester's Customer Insights
DECEMBER 11, 2023
There are five key ways that marketing’s role changes when making the shift to buying groups and opportunities. Find out what they are in this week’s Saying Goodbye to MQLs blog.
West Monroe
DECEMBER 11, 2023
The Consumer Financial Protection Bureau (CFPB) issued a final ruling amending Regulation B (Reg B) to implement changes to the Equal Credit Opportunity Act (ECOA) through section 1071 of the Dodd-Frank Act. Under this ruling, covered financial institutions (FIs) will be required to collect and report on significant amounts of new data from small business applicants seeking credit.
CSM Magazine
DECEMBER 11, 2023
In the changing world of mortgage brokering, maintaining an edge is crucial for long-term success. To navigate the market and outshine competitors, smart brokers equip themselves with a variety of tools to serve clients and manage their businesses efficiently and effectively. In this article, we’ll explore some tools that every mortgage broker should have in their toolkit. 1.
Magellan Solutions
DECEMBER 11, 2023
The History of Magellan Solutions Discover Magellan Solutions’ history through a journey through its past. Our CEO, Frederick Chua, shares a significant chapter in Magellan’s founding. Now, picture this: it’s 2001, and Frederick works in a call center called Etelecare. In the early 2000s, call centers were booming, and Etelecare was creating waves in the BPO industry.
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
Currency Alliance
DECEMBER 11, 2023
As everyone knows in the loyalty industry, entering into new commercial agreements with partners can be a very time-consuming effort. First, there are the commercial discussions. Then there is the legal contracting – which involves all key stakeholders in creating a typical 30-40 page contract. Then there is the technical integration effort, and finally the collaborative marketing planning to promote the new partnership.
CSM Magazine
DECEMBER 11, 2023
In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. According to Statista, the chatbot market is forecast to reach around 1.25 billion U.S. dollars in 2025, a 657% increase from 2016 levels. This rapid growth underscores the potential of conversational AI to transform customer experiences.
SurveySensum
DECEMBER 11, 2023
Mira is a crazy shopper and a pro at getting amazing deals. Whenever I want to buy something beyond my budget, I run to Mira. So, one day I observed the master at work. I saw that she explored at least 5 different shopping websites to shop for a pair of black heels. Finally, through a social media referral, she snagged the heels at a WHOPPING 25% DISCOUNT compared to the price listed on the brand’s website.
CSM Magazine
DECEMBER 11, 2023
The average attrition rate for call center agents in the U.S. and U.K. is between 30% and 45% annually, according to a NICE WEM Global Survey. This is significantly higher than other industries. This high turnover rate not only leads to increased costs in recruitment and training, but also has a negative impact on overall customer satisfaction and brand reputation.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Forrester's Customer Insights
DECEMBER 11, 2023
Learn more about the impending changes to Gmail and Yahoo spam rules, along with what you can do about it.
West Monroe
DECEMBER 11, 2023
The Consumer Financial Protection Bureau (CFPB) issued a final ruling amending Regulation B (Reg B) to implement changes to the Equal Credit Opportunity Act (ECOA) through section 1071 of the Dodd-Frank Act. Under this ruling, covered financial institutions (FIs) will be required to collect and report on significant amounts of new data from small business applicants seeking credit.
My Customer
DECEMBER 11, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
West Monroe
DECEMBER 11, 2023
The Consumer Financial Protection Bureau (CFPB) issued a final ruling amending Regulation B (Reg B) to implement changes to the Equal Credit Opportunity Act (ECOA) through section 1071 of the Dodd-Frank Act. Under this ruling, covered financial institutions (FIs) will be required to collect and report on significant amounts of new data from small business applicants seeking credit.
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.
Forrester's Customer Insights
DECEMBER 11, 2023
The Potential Of Generative AI For Customer Journey Mapping, Analytics, And Orchestration Generative AI’s transformative impact on journey mapping, journey analytics, and journey orchestration has only just begun. It promises to connect humans to complex journey data in more natural ways and generate hyperpersonalized recommendations for people and systems working with customers.
SmartKarrot
DECEMBER 11, 2023
In the dynamic landscape of technology and innovation, the success of any product or service hinges on the seamless onboarding of customers. As a seasoned professional in the realm of customer success , I’ve witnessed and overcome various challenges associated with customer onboarding. In this article, we will delve into the intricacies of navigating common pitfalls and proposing effective solutions to master the art of customer onboarding.
West Monroe
DECEMBER 11, 2023
Listen to "AI for Executives: Practical Uses for You and Your Company" on Spreaker. About the episode Can generative AI fix your data problems? Is prompt engineering a role or a skill? How is ChatGPT really useful for leaders? Host Rissa Reddan welcomes leaders from West Monroe’s AI Lab–and the hosts of West Monroe’s podcast miniseries "This Is AI"–to answer your burning questions about gen AI heading into 2024.
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