Tue.Nov 05, 2024

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Personalized Customer Strategy in the Age of AI: A Five-Part Framework for Driving Growth

Blake Morgan

                                                                                 Many brands today focus on retaining customers through personalized, data-driven experiences. David Edelman , senior lecturer at Harvard Business School and former Chief Marketing Officer of Aetna, offers insights from his new book, “Personalized: Customer Strategy in the Age of AI,” co-authored with Mark Abrahams.

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Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership

eglobalis

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential.

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Apple Maps for Business: Improve Local SEO and Online Visibility

InMoment XI

Did you know that up to 110 million people in the United States use Apple Maps? The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. Adding an Apple Maps business listing helps companies dominate local search and drive conversions. As a result, you need to make sure that you have an updated business profile on Apple Maps to tap into a growing user base.

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[Experience Action Podcast] CX Pulse Check – November 2024

Experience Investigators by 360Connext

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Google reviews not appearing? 14 expert solutions to fix

BirdEye

The verdict is clear: your online reputation lives and dies by your Google reviews. A recent Birdeye study reveals that consumers check online reviews 68% of the time before choosing a local business, and more than half of them read at least five reviews before deciding. With such high stakes, every Google review on your profile counts. Missing reviews are so concerning – they create critical gaps in your business’s credibility.

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Top 12 Customer Survey Companies To Power Up Your Feedback Strategy in 2025

Zonka Feedback

Customers are constantly sharing their experiences—some directly, others through subtle cues—creating an invaluable stream of data. Yet, transforming this flood of feedback into actionable insights is no small feat. This is where survey companies excel, moving far beyond basic questionnaires to capture and decode customer sentiment at scale.

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Why Data Control Is Crucial for Marketers (With 3 Use Cases to Prove It)

Optimove

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it matters: Personalizing the customer experience requires marketing that evolves with customer preferences and needs. To achieve this, marketers need direct access to customer data and the flexibility to analyze, manipulate, and activate it – at all times. The Big Picture: Optimove’s Data Studio gives brands complete control over customer data , allowing marketers to drive deeper personalization, increase campa

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Furnace Repair Customer Service Standards Homeowners Should Know

CSM Magazine

Whether you’re working for a heating, ventilation, and air conditioning (HVAC) company or hiring one for your business, it’s important to understand how customer service in furnace repair works. The best HVAC companies respond quickly and are known for their professionalism. Thanks to their expertise, they are able to meet and exceed all of your furnace repair expectations. 1.

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DCX # 125 | 10 CX Predictions for 2025

DCX

Weekly inspiration, education, and coaching for customer-obsessed leaders. Thank you! A huge shoutout to my Premium subscribers who generously support the DCX Newsletter through their subscriptions. I’m humbled that many are expensing it through their companies as a valuable educational resource. If you want to do the same, this email template gives your manager all the info you’ll need.

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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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What to Expect When Working with a Personal Injury Lawyer in Florida

CSM Magazine

Personal injury laws are some of the most complex ones out there. There are many factors to consider when working with a personal injury lawyer. For in depth details, head to the website of Florida personal injury lawyers [link]. Hiring the services of one is in the victimized party’s best interests, as it enables them to seek due compensation in a court of law.

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5 Challenges for Contact Centers in 2025

NobelBiz

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles. Combating high employee attrition, delivering a truly integrated omnichannel experience, and correctly processing data are all crucial steps toward creating a modern, resilient contact center, each with its

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Business Systems and Teneo.ai Partner to Revolutionise Contact Centres with Advanced Voice Automation and Generative AI

CSM Magazine

Business Systems , a leader in customer experience (CX) and contact centre solutions, and Teneo.ai , a cutting-edge, vendor-agnostic conversational AI orchestration provider, today announced a strategic partnership to revolutionise contact centres with Voice Automation and Generative AI. This collaboration enables organisations to fully automate customer interactions, achieving over 95% accuracy using Voice AI.

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6 Lessons To Boost Customer Loyalty From Nike NPS Score Strategy

SurveySensum

“Just Do It” – now that’s a recognizable slogan! Nike is one of the most reputable apparel and shoe brands in the sports industry, boasting a value of over 30 billion US dollars. It also holds a steady market share in the athletic footwear industry at 24.7%, surpassing its competitors Adidas, Puma, etc. Not just that, Nike NPS score is currently at 36 which can be considered a good NPS score as the retail and consumer goods industry’s average NPS score is 41.

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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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A Beginner’s Guide to Dynamics 365 for Customer Service Management

CSM Magazine

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions. Dynamics 365 meets this need by enabling companies to handle inquiries, feedback, and issue resolutions all in one place.

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Hendrick Health Club: Growth, Innovation & Member Loyalty

Perkville

Discover how Hendrick Health Club uses Perkville & Club Automation to reward members, drive engagement, and increase revenue in post-COVID recovery.

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Bitcoin Wallet Recovery: How Customer Service is Navigating the High-Stakes World of Lost Crypto

CSM Magazine

Bitcoin has changed the way we perceive money by being a decentralized payment of the highest level of privacy, security and freedom. While this innovation presents novel challenges, most especially, wallet recovery challenges. In the cryptocurrency world losing access to a Bitcoin wallet means that you can lose access to your funds permanently. Since the value of Bitcoins is massive, wallet recovery is a critical consideration for both new and older users.

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Loyalty for CPGs and FMCGs: how to engage the end-customer

Currency Alliance

CPG and FMCG brands have long used loyalty marketing to identify individual customers who purchase their products in retail stores that are not directly controlled by them. The earliest examples were vouchers or coupons that you could collect from cereal boxes etc. and send off for a prize. This can still be fun for kids, but most brands today are interested in more effective digital loyalty solutions which capture data from more customers, and quickly use that zero-party data for wider marketin

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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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Why Customer Journey Mapping? – The Perils and Pitfalls

Opinionator

Key Takeaways: Tunnel Vision and Oversimplification can derail the effectiveness of journey maps. Data Overload often leads to analysis paralysis. Customer journey maps need real-time feedback for accuracy. Internal teams tend to introduce bias into mapping, which skews results. Journey maps without implementation are a wasted investment. The Real Question: Is Customer Journey Mapping Worth […] The post Why Customer Journey Mapping?

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IATA’s Distributed Digital Identity (DDID) framework serves a compelling business need

Forrester's Customer Insights

IATA announced a new framework and plans for using decentralized digital identity (DDID) to provide end-to-end travel experiences for domestic and international passengers. The experience includes check-in, immigration / border controls and boarding. IATA is the trade association for world airlines, representing over 330 airlines and over 80% of global air traffic.

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Retailers: Boost User Confidence This Holiday Season

Forrester's Customer Insights

The UX field has long emphasized ease and effectiveness, but good UX is also shaped by whether customers feel valued, understood, and confident.

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