Wed.Jul 31, 2024

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The Nine Golden Rules of CX Success: Rules 1-3

CX University

To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term “The Golden Rules of CX.” Golden rules represent essential guidelines crucial for achieving success either broadly or within a specific endeavor. This is the first of a three-part series on nine golden rules for CX Success. The emergence of an experience-driven economy has imposed novel expectations on businesses, marking a significant shift in the customer-business dynamic.

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Unlocking Japanese LLMs with AWS Trainium: Innovators Showcase from the AWS LLM Development Support Program

AWS Machine Learning

Amazon Web Services (AWS) is committed to supporting the development of cutting-edge generative artificial intelligence (AI) technologies by companies and organizations across the globe. As part of this commitment, AWS Japan announced the AWS LLM Development Support Program (LLM Program), through which we’ve had the privilege of working alongside some of Japan’s most innovative teams.

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Beyond email: four essential digital engagement channels for customer success teams

ChurnZero

“Meet your customers where they are.” If you’ve ever been in any type of customer-facing role during your career, I’m positive you’ve heard this phrase countless times. So, where are your customers? Are your customers living inside their email inboxes? Well, we hope they are, because we really want them to open and read and click all the emails we send them!

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Mastering the Shift: From Product-Led Growth to Enterprise Sales

Totango

“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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It’s not about the good service you render. It’s about the GREAT experience your customers remember. Don’t just be good. Be GREAT out there!

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service.

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The consumer outlook on the 2024 Summer Games

Brandwatch CX

Discover the buzz around the 2024 Summer Games: online chatter, K-pop impact, viewer reactions, and brand engagement. Explore key insights in our blog.

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Gen-Z and Brand Loyalty: How Brands Can Win Gen-Z Loyalty

Second to None

Over the years, brand loyalty has played a critical role in helping organizations with customer retention, customer lifetime value, and overall customer satisfaction. It’s been an important aspect of consumer behavior that brands have relied on for repeat purchases. However, for many consumers today, brand loyalty doesn’t hold as much weight or influence as it once did.

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The consumer outlook on the 2024 Summer Games

Brandwatch CX

Discover the buzz around the 2024 Summer Games: online chatter, K-pop impact, viewer reactions, and brand engagement. Explore key insights in our blog.

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Gen-Z and Brand Loyalty: How Brands Can Win Gen-Z Loyalty

Second to None

Over the years, brand loyalty has played a critical role in helping organizations with customer retention, customer lifetime value, and overall customer satisfaction. It’s been an important aspect of consumer behavior that brands have relied on for repeat purchases. However, for many consumers today, brand loyalty doesn’t hold as much weight or influence as it once did.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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Sales Retention: Will You Be Able to Keep Your Superstars In The Future?

Integrity Solutions

Money and incentives matter, but they are only part of the sales retention story. The pace of transformation and continual shifting conditions in the business environment over the past few years have made us all feel like we’re on a roller coaster ride — and you can be sure there will be many more ups and downs and twists and turns ahead.

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Best Patient Experience Tools in 2024

Zonka Feedback

In today's rapidly evolving healthcare landscape, patient experience is more critical than ever. Did you know that hospitals with high patient satisfaction scores experience a 50% higher net margin compared to those with lower scores? This statistic, reported by the Harvard Business Review, highlights just how vital it is for healthcare providers to prioritize patient experience.

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Marketers Share Five Pillars of Customer Retention Success 

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: In this blog post, gain insights from expert marketers about five pillars to create effective strategies that boost customer retention. These are excerpted from a panel discussion at Optimove Connect 2024: Exploring Winning Retention Marketing Strategies.

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Top Customer Experience (CX) Events & Conferences in the USA 2024-25

Zonka Feedback

The world of customer experience is ever-evolving, and staying ahead requires more than just understanding trends—it demands active engagement with the leading minds in the industry. Imagine your last pivotal decision. Was it made in isolation, or was it influenced by a breakthrough idea at a conference? This blog dives into the top CX events in the United States, perfect for CXOs and CEOs seeking to refine their strategies.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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AI Is Changing Customer Service: Here’s A Five-Step Plan To Make It Work For Your Company

CSM Magazine

Artificial intelligence (AI) is changing every aspect of the economy and how we work. It will take time to become ubiquitous in specific industries, but it has already transformed customer service. Michiel Hulsbergen, CEO of DialogueTrainer , explains. Still, AI won’t replace humans in customer service soon (there are simply too many open jobs ). Most customer service businesses and departments already use AI to improve customer engagement , help customer service agents better access and cover k

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Caregiver Satisfaction Survey: Improving Work Environment and Care Quality

Zonka Feedback

Caregivers are the backbone of any healthcare system, playing a crucial role in ensuring the well-being and recovery of patients. However, the immense responsibilities they shoulder often lead to high levels of stress and burnout, which can significantly impact their job satisfaction and performance. Recognizing and addressing their needs is not just beneficial for the caregivers themselves but is also essential for delivering high-quality patient care.

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Sybill Secures Us$11M to Accelerate B2B Sales With AI-Powered Assistant That Transforms Every Rep Into a Super Seller

CSM Magazine

Sybill.ai Founders (L-R): Nishit Asnani, Mehak Aggarwal, Gorish Aggarwal, Soumyarka Mondal Sybill’s powerful home–grown AI-first assistant allows B2B sales reps to close more deals by automating the tedious manual work it takes to turn a lead into a closed customer, growing to US$1M in ARR within just 9 months. B2B sales is a fiercely competitive environment, often hindered by time-consuming administrative tasks that account executives spend over 65% of their week on.

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AI Feedback Loop: From Feedback Analysis to Continuous Improvement

SurveySensum

Ever wondered how companies like Netflix or Amazon seem to always know exactly what you need, your expectations, even before you do? The magic lies in the AI feedback loop – a complete game changer in the world of feedback analysis. This AI capability enables businesses to analyze your feedback to extract actionable insights, understand customer sentiments, and even gauge their emotions.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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166: Tearing Down Silos by Building Collaboration Across Departments

The DiJulius Group

On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray. Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we’ll show you how effective leadership and a strong internal culture.

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AI and The End Of Software Development As We Know it.

Forrester's Customer Insights

We’ve tried Agile, DevSecOps and LowCode, Now What? Past and future technologies and paradigms shifts like Agile, DevOps, low-code, and even AI have been reshaping the software development world. Now, generative AI is disrupting it. The software development lifecycle (SDLC), is being accelerated and reimagined as a process happening in real-time.

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Ahead of the Curve: MarTech-Driven Customer Experience Evolution

eglobalis

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time.

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Even Greener Pastures Have Their Own Manure

Forrester's Customer Insights

The recent issue with the CrowdStrike Falcon agent on Windows platforms and the resulting recovery challenges, including the primary requirement to have a console connection to the Windows devices and access to the BitLocker key to get into the recovery console, are causing some IT leaders to consider migrating critical systems away from Windows to […]

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Pricing for Profit: How to Set, Negotiate, and Succeed

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

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Make promises, keep them but you don’t have to beat them

Adrian Swinscoe

I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […] The post Make promises, keep them but you don’t have to beat them first appeared on Adrian Swinscoe.

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Use the ApplyGuardrail API with long-context inputs and streaming outputs in Amazon Bedrock

AWS Machine Learning

As generative artificial intelligence (AI) applications become more prevalent, maintaining responsible AI principles becomes essential. Without proper safeguards, large language models (LLMs) can potentially generate harmful, biased, or inappropriate content, posing risks to individuals and organizations. Applying guardrails helps mitigate these risks by enforcing policies and guidelines that align with ethical principles and legal requirements.

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