Doing CX Right
FEBRUARY 1, 2024
Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.
InMoment XI
FEBRUARY 1, 2024
Data is gold. Data is truth… but Data is useless if you can’t rely on it. Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. We have a revolutionary tool that we’d like to share, one that has helped businesses large and small navigate this space.
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AWS Machine Learning
FEBRUARY 1, 2024
Resilience plays a pivotal role in the development of any workload, and generative AI workloads are no different. There are unique considerations when engineering generative AI workloads through a resilience lens. Understanding and prioritizing resilience is crucial for generative AI workloads to meet organizational availability and business continuity requirements.
Integrity Solutions
FEBRUARY 1, 2024
Is sales still a viable profession today? Is it something needed or that people even want to do? Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.
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.
AWS Machine Learning
FEBRUARY 1, 2024
Data is the foundation to capturing the maximum value from AI technology and solving business problems quickly. To unlock the potential of generative AI technologies, however, there’s a key prerequisite: your data needs to be appropriately prepared. In this post, we describe how use generative AI to update and scale your data pipeline using Amazon SageMaker Canvas for data prep.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
delighted
FEBRUARY 1, 2024
Multiple choice questions are used in almost every survey: their simplicity makes surveying easier for both creators and respondents. They’re a surefire way to gather clear, concise survey data that can be easily parsed and shared. Well-crafted multiple choice questions can fast-track surveyors to actionable findings from their survey data. Below, we cover what multiple choice questions are, types of multiple choice questions, examples, tips for writing them, and the advantages of including them
Beyond Philosophy
FEBRUARY 1, 2024
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: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know.
Optimove
FEBRUARY 1, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Due to popular demand, Optimove’s much-anticipated Lightning Talks are making a return at ICE 2024 between February 6th and February 8 th ! 2024 Lightning Talks cover crucial gaming topics presented by Optimove experts and are a “must-attend” for any marketer looking to quickly up their game in the gaming industry.
CX University
FEBRUARY 1, 2024
Online banking has revolutionized the way we manage our finances, offering unparalleled convenience and ease of access to our accounts. However, this digital transformation has also brought to the forefront the critical need for robust security protocols to protect customers’ sensitive information. Banks and financial institutions have implemented various security measures to ensure the safety of online banking, including strong password requirements, two-factor authentication, data encryp
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.
Adrian Swinscoe
FEBRUARY 1, 2024
Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. […] The post Forget the hype. Here’s what enterprises are actually doing with generative AI – Interview with Stefano Puntoni and Jeremy Korst first appeared on Adrian Swinscoe.
ChurnZero
FEBRUARY 1, 2024
Customer success (CS) teams are crucial for business growth, but many are lagging in technology investment. Knowing when to invest in CS technology can significantly enhance your team’s efficiency and customer retention. Here are the top signs it’s time to make this investment. Everyone works with customers in non-standard ways without standardized best practices and processes, it’s difficult to ensure consistent, high-quality customer experiences.
Uplight
FEBRUARY 1, 2024
For those of us in the energy space, we’re all familiar with the big trends and imperatives we experience every day: Electrification, decarbonization, the potential impact of all those IRA dollars, and others. We put our experts in a room and asked, “yeah, but what will actually happen this year?” Presenting our first annual official Read More The post Uplight’s 2024 Clean Energy Predictions appeared first on Uplight.
ChurnZero
FEBRUARY 1, 2024
In a world where employee turnover can instantly jeopardize customer renewals and retention, multithreading is an essential churn reduction strategy. Multithreading in customer success is the practice of mapping and building multiple relationships within your customer accounts, making your overall relationships more resilient to the common event of a champion or key contact leaving.
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
Team Support
FEBRUARY 1, 2024
In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers. TeamSupport facilitates seamless collaboration and streamlines workflows.
Think Customers
FEBRUARY 1, 2024
In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event. Hoyne’s keynote emphasized the pivotal role of data in reshaping strategic perspectives for customer contact executives, underscoring the importance of data-driven decision-making in today’s competitive landscape.
Zonka Feedback
FEBRUARY 1, 2024
One of the major factors that determine the customers’ decision to choose your business for a product or service is the personal recommendations and word of mouth about your company. This means, that one bad customer experience can make you lose several business opportunities. So it is essential to know how your customers perceive the experience you provide them and how willing are they to recommend your business to others.
CSM Magazine
FEBRUARY 1, 2024
Customer service is a broad term that covers a large number of tasks. It may include everything from answering phones at a hotel to providing social media support for a large corporation. As you tailor your CV to meet the needs of the customer service job you want, you should focus not only on the support skills you have to offer, but how they directly relate to the industry you want to work in.
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.
CX Centric
FEBRUARY 1, 2024
Continuous Learning and Improvement is one of the 8 dimensions of the CX-Centric Customer Centricity Model. We define this dimension as a multilevel process where members individually and collectively acquire knowledge by acting together and reflecting together. The survival of any organization, particularly a profit-oriented organization depends to a large extent on how well it can adapt to environmental changes, respond to change, and operate more effectively.
CSM Magazine
FEBRUARY 1, 2024
Sabio Group’s Wellbeing Companion solution has been shortlisted for a leading award. The Wellbeing Companion is an app which analyses live, anonymised data to assess the impact of the contact centre environment, culture and workload on an adviser’s wellbeing. The solution is part of a wider Wellbeing Programme from Sabio which includes psychology-based discovery, Consultancy Services and ongoing strategic Success Management.
SurveySensum
FEBRUARY 1, 2024
Ever wondered which businesses need feedback to make their products better? – Well, all of them. Trustpilot says 9 out of 10 people read reviews before buying something, and 66% trust a brand more if they see good online reviews. So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better.
Help Scout
FEBRUARY 1, 2024
It feels so unfair to cop the blame for something entirely outside your control, particularly if your job performance is measured using those same customer service satisfaction ratings. Mat discusses small injustices, and how to cope with them.
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.
My Customer
FEBRUARY 1, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes.
Forrester's Customer Insights
FEBRUARY 1, 2024
The industry is pushing LLMs hard to be the path forward to artificial general intelligence, but limits are on the horizon. World models may be an important alternative.
SmartKarrot
FEBRUARY 1, 2024
Greetings, esteemed readers! Today, we delve into the captivating world of managing Customer Success teams, an area of expertise that has fueled my enthusiasm throughout my journey in leading sales teams across various organizations in Singapore. Our focus today revolves around the skills, organizational strategies, and unique challenges encountered in managing CS teams.
Forrester's Customer Insights
FEBRUARY 1, 2024
The Digital Signature And Trust Solutions Landscape, Q1 2024, is live, reflecting our evaluation of key players and trends shaping the market. Vendors have demonstrated some curiosity and are tentatively exploring use cases more exciting than document signing.
Advertiser: ZoomInfo
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.
Inbenta
FEBRUARY 1, 2024
RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. From how to log in to how to manage their account, customers can either call for support or struggle to figure it out themselves. That’s where Inbenta can help. Inbenta’s Horizn Digital Demos give customers step-by-step interactive guides they can follow any time they have an issue.
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