ECXO
MAY 16, 2024
Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences.
Lumoa
MAY 16, 2024
Before we begin, we’d like to set the expectations for you dear readers. We’re tackling a complex yet crucial topic in machine learning and AI development. And our goal? To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. Here’s our promise: We’ll keep things as straightforward as possible.
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BlueOcean
MAY 16, 2024
This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.
AWS Machine Learning
MAY 16, 2024
This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
BlueOcean
MAY 16, 2024
This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
MAY 16, 2024
This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.
Beyond Philosophy
MAY 16, 2024
A Master Class Part 2: Unlocking the Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the second in an eight-part master class series unlocking the psychology of Customer Experience. In our last episode, you might recall that we covered some common cognitive shortcuts or heuristics that customers use in their decision-making.
Helpware
MAY 16, 2024
All posts matter. Every single piece of communication shared across digital channels represents a unique opportunity to captivate our intended audience or risk forfeiting their allegiance. This underscores the growing importance and sensitivity of content moderation outsourcing in today's digital business development landscape.
Forrester's Customer Insights
MAY 16, 2024
In a busy week for SIEMs to be merged or divested, Palo Alto Networks (PANW) announced that it’s acquiring IBM’s QRadar SaaS business and migrating those customers to its Cortex® XSIAM® platform. In addition, PANW gets QRadar intellectual property rights as part of the deal.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
2020 Research
MAY 16, 2024
Last week at TMRE@Home, our very own Chief Client Officer, Raj Manocha , delved into how market research (MR) is transforming amidst the rapid advancements in AI and other technologies. As technology evolves more and more rapidly, the impact on market research is undeniable and inescapable. In the next 20 years, experts anticipate a significant transformation in the MR field, driven by advancements in artificial intelligence (AI) and other cutting-edge technologies.
BirdEye
MAY 16, 2024
Combining online and in-store retail efforts in your business plan is an important integration that has the power to amplify reach and sales. Businesses often treat these as two separate priorities and miss the leverage of streamlining them together. Beyond just having an online store, it’s important to integrate it into an overall retail strategy.
Zonka Feedback
MAY 16, 2024
Every year, some of the great CX leaders and professionals come together to share their insights and experiences about CX, learn from each other, and explore the best practices and CX trends in CX events and conferences held globally. Attending these events helps you learn more about how to keep customers happy to develop lasting customer relationships, discover new CX strategies, and stay updated with the latest CX trends, technologies and ideas.
Help Scout
MAY 16, 2024
Let's take a look at how Help Scout's customer support team uses the tag and custom field Inbox features.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
rethinkCX
MAY 16, 2024
Turning one-time buyers into loyal advocates starts with understanding their experienceand thats where customer journey mapping consulting shines. At rethinkcx.com , weve empowered businesses to transform their customer experience (CX) by mapping every step, stumble, and success. This isnt just a process; its a powerful tool to unlock insights and drive results.
SurveySparrow
MAY 16, 2024
Are you looking for Quizlet Alternatives? Is it the lack of a free version that brought you here? Or is it the recent change in the pricing plan? Or perhaps the monotonous feature sets made you want a change. Be it for any reason, we have a list of alternative platforms that’ll suit your requirements. Off we go! 10 Best Quizlet Alternatives Here’s a table for a quick sneak peek… Tool Unique Feature Free Plan Starting Price SurveySparrow Conversational UI Yes $19/month forms.app
rethinkCX
MAY 16, 2024
Journey mapping is a cornerstone in modern business strategy, providing invaluable insights into customer experiences and facilitating targeted improvements. In today's highly competitive market landscape, where customer satisfaction and loyalty are paramount, understanding customer journeys is essential for organizations to thrive. Benefits of Customer Journey Mapping First and foremost, journey mapping offers a comprehensive view of the customer experience across multiple touchpoints, fro
InteractionMetrics
MAY 16, 2024
Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Seaton CX
MAY 16, 2024
Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience. Journey maps help employees empathize with customers and show management where to strategically invest resources to make the biggest improvements in the customer experience and financial busin
Gainsight
MAY 16, 2024
Like the final bell of the school year, the end of day 2 at Pulse is always bittersweet. Everything always seems to happen too fast, which is why we love to recap all the best moments here. We say it’s for you, but it’s also for us. Let’s dive into our newest, favorite memories! Two-Way Communication Is at the Core of the Best Communities We’ve had special guests at every Pulse, but it felt like everyone in the St.
CSM Magazine
MAY 16, 2024
We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Celebrating all this is something I love doing each year at the UK National Contact Centre Awards.
Hello Customer
MAY 16, 2024
Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth. These sessions are open to everyone!
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Magellan Solutions
MAY 16, 2024
Did you know that outsourcing can transform your business , with 65% of companies finding it a game-changer? Delegating tasks helps businesses focus on innovation and growth. Deloitte believes using an outsourced call center is vital to delivering exceptional customer experiences. An outsourced call center can be your secret weapon for delivering exceptional customer experiences.
CSM Magazine
MAY 16, 2024
EnviroVent, the manufacturer of domestic ventilation products, has transformed its installation and service operation using a BigChange job management system. Since implementing the 6-in-1 cloud based solution, EnviroVent has reduced the number of ‘no-access’ visits from 15 percent to below 5 percent and has reduced routine reporting tasks by more than 75 percent.
SurveySensum
MAY 16, 2024
In this competitive era, where consumer preferences are constantly evolving, businesses need more than their instinct to go forward. They actually need to understand their target audience – their demands and needs. And market research helps with just that. Market research empowers businesses to stay ahead of the curve, identify emerging opportunities, mitigate risks, and ultimately drive growth and profitability.
CSM Magazine
MAY 16, 2024
Customer support team leaders are pivotal figures who bridge the gap between frontline support staff and the strategic goals of a company, ensuring customer satisfaction while driving efficiency and innovation. Given their importance, investing in the upskilling of customer support team leaders can significantly impact your organization’s success.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Forrester's Customer Insights
MAY 16, 2024
I can see clearly now the noise is gone! As Zero Trust mandates begin to creep into the private sector, organizations are tasked with the seemingly impossible: observe and inspect all network traffic regardless of direction (N/S/E/W), encryption, or location within the enterprise.
2020 Research
MAY 16, 2024
The issue of disparity in women’s health is one very near to my heart. This isn’t true because I am a woman but because I long for a better reality in healthcare for the women I love, including my mother and my daughter. When I discovered that only 4% of all healthcare R&D efforts are focused on women’s health, I was honestly shocked.
Gainsight
MAY 16, 2024
Another Pulse means a new crop of GameChanger award winners. Recognizing innovation and leadership in the customer success industry is one of our favorite parts of the entire event. This year, the winners truly inspired us and we are so excited to celebrate their achievements. Without further ado, here are the 2024 GameChanger Award Winners! The Architect: Lucid Software The first award is The Architect, a company that goes above and beyond to build a thriving customer community.
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