Tue.Jan 28, 2025

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Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest

eglobalis

From left to right: Brent, Ricardo, Paul, and Ray! A perfectly tiered photo with Ray standing the highest. Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest Last week, we had the amazing event in Atlanta, CRM Playaz IRL 2025 , hosted by the venerable “Godfather of CRM” Paul Greenberg and Brent Leary , an incredible team working together.

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[Experience Action Podcast] Inclusive Communications and Training

Experience Investigators by 360Connext

What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success.

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Track LLM model evaluation using Amazon SageMaker managed MLflow and FMEval

AWS Machine Learning

Evaluating large language models (LLMs) is crucial as LLM-based systems become increasingly powerful and relevant in our society. Rigorous testing allows us to understand an LLMs capabilities, limitations, and potential biases, and provide actionable feedback to identify and mitigate risk. Furthermore, evaluation processes are important not only for LLMs, but are becoming essential for assessing prompt template quality, input data quality, and ultimately, the entire application stack.

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On the other hand, maybe AI will NOT kill CX

Zeisler Consulting

I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation Id had with a colleague. Briefly, I noticed that , absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not need costly humans to handle), the new technology would actually decrease CX in the long run because brands would be less driven to address the root causes of issues.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

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.

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Building Better Loyalty Programs Through Great Customer Experience with Aleksander Kaczmarek

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies leverage loyalty programs to generate additional revenue? Can loyalty programs drive repeat business without sacrificing the quality of customer experience? How can technology help create a seamless customer experience within a loyalty program?

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Don’t Make a Mythstake: Ten Business Myths You Can’t Believe

ShepHyken

Some very popular business sayings are potentially detrimental to your organization. I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Ive written full articles about some of these topics in the past.

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Develop a RAG-based application using Amazon Aurora with Amazon Kendra

AWS Machine Learning

Generative AI and large language models (LLMs) are revolutionizing organizations across diverse sectors to enhance customer experience, which traditionally would take years to make progress. Every organization has data stored in data stores, either on premises or in cloud providers. You can embrace generative AI and enhance customer experience by converting your existing data into an index on which generative AI can search.

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Super Bowl: Twice as Many Bettors, Half the Wagers—The Playbook for Sportsbooks to Avert Losses 

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: The Super Bowl will bring a wave of new and casual bettors. For sportsbook operators, it is a double-edged sword, first creating a unique opportunity to boost engagement and second providing bait for operators to waste marketing budget and effort on new players who are one-time players.

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How to Use AI Customer Insights to Boost Growth

CSM Magazine

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue. Here’s how to use AI customer insights to drive meaningful growth in your business.

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Enterprise ABM Marketing Tools: A Marketers Guide

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.

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Who’s Really Doing Personalization Right? (Hint: It’s Not You—Yet)

Doing CX Right

Learn the right way to use AI-driven personalization, creating unique, customer-first experiences that drive loyalty and business growth. The post Whos Really Doing Personalization Right? (Hint: Its Not YouYet) appeared first on Doing CX Right.

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DeepSeek Just “Opened” The Path To AI ROI

Forrester's Customer Insights

DeepSeeks open-source model, DeepThink (R1) by a little-known company in China sent shock waves across the technology world. It’s amazing. Yes, it does excel at benchmarks comparable to other state-of-the-art models. Yes, it’s partially open-source. Yes, the DeepSeek app explains its reasoning by default. But there are far-reaching implications to this important AI development.

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How Customer Education Drives Business Success and Customer Loyalty

CSM Magazine

Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. Imagine buying something and knowing exactly how to get the most out of it. That’s what its all about empowering customers with the know-how to get the full benefit of their purchase, every time.

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How Text Analytics Works: A Beginner's Guide

Thematic

Do you collect heaps of customer feedback but struggle to make sense of it? Maybe you’ve heard about tools like text analytics but aren’t sure how they work or where to start. You’re not alone! This beginner’s guide will walk you through how text analytics works , from gathering raw feedback to uncovering the trends that drive smarter decisions.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

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

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Rethinking Voice of the Customer: Using AI to Measure What Really Matters in CX

MiaRec

Voice of the Customer (VoC) has long been a cornerstone of customer experience (CX) strategies. Traditionally, organizations have relied on surveys to capture insights about customer perceptions, satisfaction, and expectations. These surveys are versatile, cost-effective, and provide structured feedback that can be used to gauge specific metrics.

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Key Benchmarks Should You Target In 2025 for your Contact Center

NobelBiz

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.

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The Power of Outsourcing: Optimizing Business Expenses and Focusing on What Matters

CSM Magazine

Indeed outsourcing is among the most well-kept secrets of effective management of costs in a business entity. The biggest benefit is that you dont need to recruit specific specialists for your staff but rather invite certain employees to complete certain tasks. The use of external contractors can free the main participants in the project and the manager, and outsourcing helps to concentrate on the competitive advantages.

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Proactive Strategies for Customer Success: Personalization, Relationships, and AI

Blake Morgan

Customer success is a proactive strategy designed to help clients reach their goals while strengthening long-term partnerships. Especially in SaaS, its about going beyond problem-solving and taking a consultative approach to create meaningful outcomes. By aligning with customer objectives, building tailored frameworks, and delivering consistent value, companies can set themselves apart and achieve sustaine

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4 AI Hacks to Make Sales Teams More Efficient

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.

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From Cost to Catalyst: A Consultant’s View on Transforming Organizations Through Workforce Management

Northridge Group

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. I’ve observed numerous clients struggle with several key issues: Identifying Cost Inefficiencies: Many […] The post From Cost to Catalyst: A Consultants View on Transforming Organizatio

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How to Prevent Your Emotional Intellect from Burning Out While Working with Customers

CSM Magazine

Working in customer-facing roles usually demands a high level of emotional intelligence. It doesn’t matter which sector you fall under. Whether you are managing complaints, addressing GGBET slot games issues, or offering support, emotional intelligence is a great skill. This is because it helps to display patience, empathy, and understanding despite the situation being taxing.

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DCX # 137 | Why Your Customers Aren't Happy

DCX

Join the global community of 1,100+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today! Why Your Customers Aren't Happy Imagine this: your team spends weeks crafting smooth workflows, building cool tools, and designing experiences you’re sure customers will love.

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How to Collect CSAT on Your Website?

Zonka Feedback

What if your website is losing customersnot because of your product, but because of their experience? A poorly optimized layout, confusing navigation, or a frustrating checkout process can drive visitors away. In fact, 38% of users judge a website based on design and usability alone. But how do you know whats working and whats pushing users away? Thats where customer satisfaction (CSAT) surveys come in.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

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.

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3 Tips to Unlock Smarter Finance Marketing: The Secret to Targeted Cross-channel Marketing Campaigns

Blueshift

Imagine if your brand could connect with each customer as personally as a trusted friendanticipating their needs, offering the right advice, and delivering solutions at the perfect moment. By replicating this level of understanding and connection at scale, your financial brand can create experiences that feel personal, trusted, and truly impactful.

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The Future of UX is Here, and it’s Full of Generalists

dscout People Nerds

John Garvie discusses some of the biggest trends heading into 2025 and how UX will succeed by embracing resourceful generalists.

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How to Start Playing at CandyLand Casino: Registering and Logging Into Personal Account

CSM Magazine

Registering and logging into a personal account on a gaming site are important steps for every new member. To start your journey, you just need to follow a few simple steps. The process of creating an account at CandyLand Casino login is fast enough and requires little effort. Once registered, you will have access to a wide range of entertainment options, as well as opportunities to receive various promotions and bonuses.

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What is OptiLive? 14 Frequently Asked Questions

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: OptiLive is a game-changer for scaling CRM-powered live sports marketing and creating memorable experiences that drive results. Before operators start using OptiLive, its essential to understand its potential to transform player interaction and engagement in real-time. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaways: Below are the 14 FAQs about

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How to Create Sales Email Sequences That Convert

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

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Full Review of the SpinFever Casino Gaming Site for Australian Players

CSM Magazine

Access to a wide range of entertainment options is becoming increasingly popular among Australians thanks to modern online platforms. The Spinfever Australia gaming site combines a variety of features with a user-friendly interface that adapts to the needs of users. Here you can find both classic variants and novelties that meet high quality standards.

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[DO NOT DELETE] Kitchen Sink Post

Help Scout

This is a Kitchen Sink Post that is required to send data models to Gatsby. It is not indexed, please do not delete!

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Optimove Insights 2025 Marketing Fatigue Report Reveals Excessive, Irrelevant, or Poorly Timed messaging Pushes Customers Away

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: The 2025 Optimove Insights Consumer Marketing Fatigue Report reveals a key challenge for marketers: keeping customers engaged without overwhelming them. The report highlights the growing risk of losing customers due to irrelevant, excessive, or poorly timed messaging. As personalization and relevancy increasingly drive engagement, the report reveals that marketers who embrace AI-driven insights and advanced CRM tools c

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