Tue.Feb 20, 2024

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Some Customers Never Learn

Zeisler Consulting

“Your feedback is important to us.” Sometimes those are just words. And some Customers are suckers and will fall for it. A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever. This was a luxury brand and as such I’d expected some pretty fantastic attention to detail, and to me as the Customer.

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Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t

Metrics 162
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[Experience Action Podcast] How Much Data Is Too Much?

Experience Investigators by 360Connext

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.

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Streamline diarization using AI as an assistive technology: ZOO Digital’s story

AWS Machine Learning

ZOO Digital provides end-to-end localization and media services to adapt original TV and movie content to different languages, regions, and cultures. It makes globalization easier for the world’s best content creators. Trusted by the biggest names in entertainment, ZOO Digital delivers high-quality localization and media services at scale, including dubbing, subtitling, scripting, and compliance.

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The Evolving Retailer's Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto

Fulfilment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfilment 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 everyd

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The NobelBiz Voice Carrier Network: A Tailored Solution

NobelBiz

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.

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How to SEDUCE Your Customers

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? Why is paying attention to market and competition crucial for businesses? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

How To 89
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7-Step Guide: Choosing the Right Social Media Monitoring Tool for You

Brandwatch CX

Here’s how to decide on the right tool to monitor your brand on social media. Millions of data points are created every day on social media. Today, there will be over half a billion posts published on X (formerly Twitter), 95 million Instagram posts, and over 800k Reddit posts. And among all this? Mentions about your brand. In some of our previous posts we emphasised on the importance of successful brand monitoring , its most important features , and how to make the most of it.

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Adapting to a Global Workforce: Managing Remote Teams Effectively

Playvox

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well.

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What Makes the Cyara Platform Transformative?

Cyara

Every organization understands the vital importance of enabling their customers to connect seamlessly. This communication must also be at their convenience, and through their preferred means. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers. As David Conway, Lead Systems Engineer at Salesforce , emphasized, “In the sales world, if a caller can’t get through they’ll move on to the next plac

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4 HR Predictions for 2025: Supercharge Your Employee Experience with Internal Communications

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

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Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG

Adrian Swinscoe

Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG first appeared on Adrian Swinscoe.

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How Leading Brands Use Insights to Win Market Share

2020 Research

With 2024 already proving to be a challenging year for consumers, brands need to ensure they’re fighting fit and competing for spend—but how? In this on-demand webinar, learn how strong brands use research and insights to power growth, build market share, and thrive, despite unforgiving conditions. Watch the on-demand webinar for a look at the strategies of leading brands and how the innovative use of research can be used to understand customers, support decision making, and gain a competitive a

Brands 59
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Customer Data Platforms (CDPs) Can Unlock New Power for an Entire Organization 

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: Customers expect personalized experiences now more than ever. Today, marketers can know their customers by leveraging aggregated and unified data with a single customer view , or 360-degree view, enabled by a CDP. Marketers can segment customers with pinpoint precision to maximize Customer Lifetime Value (CLTV) and much more.

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Putting The New Joint Cyber Defense Collaborative Priorities Into Action

Forrester's Customer Insights

The US Cybersecurity and Infrastructure Security Agency (CISA) recently announced the 2024 cybersecurity priorities for the Joint Cyber Defense Collaborative (JCDC). The six priorities are grouped into three focus areas designed to harmonize cybersecurity goals and efforts across government and industry partnerships for critical infrastructure protection.

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2024 State of Customer Education Report

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.

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Beyond Service: 14 Strategies to Improve Customer Satisfaction

SurveySensum

Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? Valued & happy, right? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?

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Presenting The First Forrester Multicloud Container Platform Landscape For Asia Pacific

Forrester's Customer Insights

The cloud-native ecosystem, powered by the distributed Kubernetes backbone, is transforming everything in the cloud. In APAC, organizations are prioritizing the adoption of multicloud container platforms (MCPs) to develop, deploy, and run modern applications in a multicloud and hybrid cloud context.

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Beyond Service: 14 Strategies to Improve Customer Satisfaction

SurveySensum

Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? Valued & happy, right? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?

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Can Your Managers Also Be Good Coaches?

Forrester's Customer Insights

Though coaching is linked to high employee engagement and performance, there are nuances that are important for managers to understand. Learn about the coaching skills that can deliver the best outcomes.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.

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NEW: There’s Now An Interaction Metrics GPT!

InteractionMetrics

There’s now an Interaction Metrics GPT! You can ask it anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here ! The post NEW: There’s Now An Interaction Metrics GPT! appeared first on Interaction Metrics.

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According To Our Latest B2C Marketing Survey, Data Deprecation’s Complexity Reigns

Forrester's Customer Insights

Every year, Forrester surveys over 1,000 marketing decision-makers around the world to learn about their priorities, challenges, and plans.

B2C 55
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Top 10 Ways to Collect Customer Feedback and Make the Most of It

Zonka Feedback

In today's competitive business landscape, understanding your customers' needs and preferences is crucial for success. One of the most effective ways to gain insights into customer satisfaction and preferences is through feedback.

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To Run a Successful Commercial Business, You Need to Plan Out the Building Construction Strategically

CSM Magazine

Given the fierce competition out there, it’s clear that running a profitable commercial business is not a piece of cake. There are so many things you need to focus on if you want to create a foundation for success, such as making a business plan, studying your competitors, and providing excellent customer service. But a detail that’s often overlooked is the business premise itself.

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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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Top 10 Live Chat Outsourcing Companies

Magellan Solutions

Did you know? Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. It’s more than just a strategy; it’s a make-or-break mission for businesses aiming to thrive in the digital era. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement.

Company 52
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The Seamless Blend of Customer Service and Innovative Technology in Sports Betting

CSM Magazine

In the world of sports betting, the importance of high-quality customer service can’t be overstated. Whether it’s answering queries, resolving issues, or providing personalized betting advice, exemplary customer service can significantly enhance the betting experience. Recent insights from Allagent reports suggest that bettors are increasingly valuing quick, efficient and personalized customer interactions.

Sports 52
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It’s No Longer Your Story: Why Marketing Needs A Dramatic Makeover

ImprintCX Articles

To win customers in this new world, brands have to learn to become part of the customer’s story, rather than the other way around. Here are some steps to become a story inspirer. When I notified them that they compete with drug dealers and not with other teams in the UK premier league, they almost choked. The leaders of these famed football clubs were convinced that I lost my mind.

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Navigating the Future of Customer Experience in the Automotive Industry: Insights from AutoCar Trucks’ CXO

Blake Morgan

                                           The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience. Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company’s approach to customer experience and how they are leveraging AI to improve it.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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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Content Localization: 6 Tips For Reaching Global Audiences

SurveySensum

For a business to succeed in today’s digital landscape, reaching global audiences is a must. Content localization is a surefire way to do that. Creating content that resonates with different cultures and reaches target audiences no matter the language they speak is the aim of any effective localization strategy. For businesses, it helps to build trust, create engagement, make their brand recognizable, and generate more revenue.

Tips 52
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Tech Stack Optimization Is Now A Strategic Priority

Forrester's Customer Insights

Those who have leadership responsibility for their organization’s technology portfolio will hear the relief in my voice when I say technology optimization now carries more weight as a key driver for efficiency, acceleration, and innovation than it ever has in the past.

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How Generative AI Can Uplift Your Voice of the Customer (VoC) Program

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action.

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