C3Centricity

OCTOBER 1, 2024

Inspiration for Customer Experience (CX) excellence can come from the most unexpected places. As business leaders, we know that keeping an open mind and learning from every occurrence is crucial to improving our own practices. Recently, I had an eye-opening experience that reinforced this lesson in a way I hadn’t anticipated. After the holiday season, I found myself grappling with severe lower back pain, which escalated into a medical ordeal that spanned hospital stays, emergency surgeries, and

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Customer Experience Hospitality Healthcare Connections 156

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

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Customer Journeys Culture Leadership Innovation 337

Lumoa

OCTOBER 1, 2024

content Lumoa Product News for August 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other

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Knowledge Base Feedback NPS Video 195

IntouchInsight

OCTOBER 1, 2024

For 24 years, the Intouch Insight Annual Drive-Thru Study has been the go-to resource for insights into the drive-thru performance of leading Quick-Service Restaurant (QSR) brands.

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Study Report Resources Brands 156

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Experience Investigators by 360Connext

OCTOBER 1, 2024

Ever wondered how small businesses can outshine their larger counterparts in customer experience? Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Real-life success stories from companies like Zappos and a local pharmacy illustrate the power of proactive customer care and community building in fostering loyalty and setting your small business apart from the rest.

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Customer Journeys Touchpoint Customer Care Loyalty 143

Experience Investigators by 360Connext

OCTOBER 1, 2024

Learn the knowledge and tools to transform your customer experience strategy and achieve tangible results to drive business success.

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Customer Centricity Tools Customers Strategy 110

ShepHyken

OCTOBER 1, 2024

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.

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Customer Service Exercises Video Customers 92

The DiJulius Group

OCTOBER 1, 2024

Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of.

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Brands Customer Experience Groups Customers 93

AWS Machine Learning

OCTOBER 1, 2024

Amazon Monitron , the Amazon Web Services (AWS) machine learning (ML) service for industrial equipment condition monitoring, will no longer be available to new customers effective October 31, 2024. Existing customers of Amazon Monitron will be able to purchase devices and use the service as normal. We will continue to sell devices until July 2025 and will honor the 5-year device warranty, including service support.

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Retail Consulting Industry Resources 99

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Brandwatch CX

OCTOBER 1, 2024

Planning for 2025? Discover the 5 must-know social media marketing trends and best practices to fuel your marketing strategy.

Social Media 98

Social Media Trends Strategy Marketing 98

AWS Machine Learning

OCTOBER 1, 2024

Over the last 18 months, AWS has announced more than twice as many machine learning (ML) and generative artificial intelligence (AI) features into general availability than the other major cloud providers combined. This accelerated innovation is enabling organizations of all sizes, from disruptive AI startups like Hugging Face, AI21 Labs, and Articul8 AI to industry leaders such as NASDAQ and United Airlines, to unlock the transformative potential of generative AI.

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Data Competitive Advantage Innovation Airlines 93

ShepHyken

OCTOBER 1, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? Can AI be utilized effectively in smaller companies with limited budgets? How does AI improve efficiency and productivity for customer service teams? What is the impact of AI on employee retention?

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Customer Experience Self Service Contact Center Chatbots 66

AWS Machine Learning

OCTOBER 1, 2024

At Amazon and AWS, we are always finding innovative ways to build inclusive technology. With voice assistants like Amazon Alexa , we are enabling more people to ask questions and get answers on the spot without having to type. Whether you’re a person with a motor disability, juggling multiple tasks, or simply away from your computer, getting search results without typing is a valuable feature.

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Chatbots Policies Resources Knowledge Base 86

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Kapta Customer Success

OCTOBER 1, 2024

The Role of Strategic Leadership in Driving Growth and Success Strategic leadership in account management is pivotal for ensuring sustained success and growth. It involves the ability to anticipate and navigate market trends, seize emerging opportunities, and proactively align account strategies accordingly. A strong strategic vision enables leaders to steer their teams towards achieving long-term objectives while maintaining a competitive edge.

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Management Leadership Trends Strategy 59

Blake Morgan

OCTOBER 1, 2024

                                                                             Contact center agents, constrained by outdated systems and complex issues, struggle to meet rising customer expectations. While AI promises improvements, over-reliance on automation and outdated responses can erode trust and lead to legal risks.

Contact Center 59

Contact Center Customer Experience Leadership Customer Journeys 59

Circular Edge

OCTOBER 1, 2024

Transform Financial & Operational Processes within the Legal Industry Join live: Friday, December 13, 12pm Eastern As year-end approaches, law firms must navigate the complexities of financial management, client billing, and operational efficiency to analyze finances and create budgets for the upcoming year- a complex process that spans multiple departments and business units.

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Financial Industry Report System 52

DCX

OCTOBER 1, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. Join the DCX community as a Premium subscriber to support the continued creation of posts like this. SPECIAL OFFER ENDS TODAY: To Celebrate reaching 1K subscribers, I’m offering new Premium Subscribers a special offer. Get 75% off forever Frost & Sullivan Executive MindXchange supports this week’s DCX Newsletter Tucson, AZ is the place to be from October 20-23!

How To 52

How To Customer Centricity Meeting Tips 52

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.

Trends

West Monroe

OCTOBER 1, 2024

Ready to unlock AI’s potential? Generative AI is revolutionizing private equity by streamlining due diligence, portfolio management, and deal sourcing. A focus on RAG architecture and data lakehouses helps overcome challenges, while a hybrid approach ensures data privacy.

Data 52

Data Connections Management Resources 52

Optimove

OCTOBER 1, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Personalized content drives higher engagement and retention. With Opti-X, marketers can deliver relevant, real-time recommendations automatically, ensuring every campaign resonates with customers and boosts conversions. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaway s : Increase Engagement : Tailor content to each customer’s preferences for mor

Sports 52

Sports Loyalty Tips Engagement 52

ChurnZero

OCTOBER 1, 2024

From creating instant emails to summarizing customer accounts in seconds, AI is a dream tool for CSMs. Is it just as powerful for a customer success operations leader? As it turns out, using AI for customer success operations by leveraging its research and analytical capabilities can yield equally impressive results. ChurnZero’s You Mon Tsang says that while AI’s speed and “wow” factor are impressive, its real value in SaaS comes from applying it to existing workflows to solve ambitious ch

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Customer Success Strategy How To Analysis 52

CSM Magazine

OCTOBER 1, 2024

1Win has been gaining traction in South Africa as a go-to bookmaker for both sports betting and online casino enthusiasts. With its modern design and user-friendly interface, it aims to cater to a wide range of users, from novices to experienced bettors. The platform not only offers a vast array of betting options but also ensures a seamless customer experience across devices, thanks to its dedicated mobile application.

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Sports e-support Entertainment Engagement 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

NobelBiz

OCTOBER 1, 2024

The new face of customer support is changing rapidly, and right at the center of that evolution is Artificial Intelligence. Generative AI is increasingly proving a key differentiator in businesses for speedier, more personalized, and effective customer service. This is much more powerful than old chatbots because it can comprehend, generate, and learn from natural language information due to NLP and LLMs.

Call Center 52

Call Center Chatbots Training System 52

DCX

OCTOBER 1, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. Join the DCX community as a Premium subscriber to support the continued creation of posts like this. SPECIAL OFFER ENDS TODAY: To Celebrate reaching 1K subscribers, I’m offering new Premium Subscribers a special offer. Get 75% off forever Frost & Sullivan Executive MindXchange supports this week’s DCX Newsletter Tucson, AZ is the place to be from October 20-23!

How To 52

How To Customer Centricity Meeting Tips 52

NobelBiz

OCTOBER 1, 2024

The new face of customer support is changing rapidly, and right at the center of that evolution is Artificial Intelligence. Generative AI is increasingly proving a key differentiator in businesses for speedier, more personalized, and effective customer service. This is much more powerful than old chatbots because it can comprehend, generate, and learn from natural language information due to NLP and LLMs.

Call Center 52

Call Center Chatbots Training System 52

SurveySensum

OCTOBER 1, 2024

Only 23% of customers say they’re “very satisfied” with their experience. Meanwhile, 44% are already open to trying new brands, even if they like the one they’re with. Once they leave, your chances of gaining them back are reduced to a slim 20% to 40%. Good isn’t good enough for customers anymore! So, how do you know if your customers are really happy?

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Customer Satisfaction Metrics Effort Score Net Promoter Score 52

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.

Connections

Forrester's Customer Insights

OCTOBER 1, 2024

With cybercrime expected to cost $12 trillion in 2025, regulators will take a more active role in protecting consumer data while organizations pivot to adopt more proactive security measures to limit material impacts. Find out more in our 2025 predictions for cybersecurity, risk, and privacy.

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Measurement Consumers Data Trends 48

Happy or Not

OCTOBER 1, 2024

Happy CX Day to all the customer experience leaders out there! As a company that values delivering exceptional customer experience (CX), we couldn’t think of a better day than today to celebrate by launching our first-of-its-kind retail report , Retail’s Biggest CX Trends in 2024. This comprehensive report marks a major milestone for our team, and we’re excited to share these groundbreaking insights with retail leaders worldwide.

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Retail Apparel Report Trends 36

Forrester's Customer Insights

OCTOBER 1, 2024

Choice Is A Mirage Well, sort of. Customers still want choice, and networking vendors claim to offer it. But this isn’t my first rodeo. When I see “choice” claims from vendors, I see it as just marketing’s way of saying that it’s a messy product portfolio. I’m not innocent.

Customers 37

Customers Technology Strategy 37