Tue.Nov 26, 2024

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Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

eglobalis

Are We Injecting Empathy into Organizational Culture ? Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. What good is being empathetic if customers still face recurring problems? Emotional design may help create empathetic, user-friendly solutions, but empathy without action falls flat.

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Unicorns Dependency in CX – Here Is How You Avoid This “Trap”

ECXO

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. But we’re not talking about the mythical horse with a horn. In the context of the corporate landscape, the word unicorn holds a whole different meaning—one that can have a profound impact on your business, especially when it comes to customer experience.

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Transforming Your Competitive Advantage with Radical Consumer Centricity

C3Centricity

Many brands today claim to be consumer-first or consumer-led. However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely.

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Customer Experience Journey Mapping Strategies to Improve Business Performance

InMoment XI

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services.

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Enterprise ABM Marketing Tools: A Marketers Guide

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.

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4 Essential Tips to Strengthen Your Brand's Online Reputation

IntouchInsight

In today’s digital age, a brand’s reputation often begins with what customers say online. With so many options at their fingertips, consumers rely heavily on reviews and social media feedback when making decisions. This makes managing your online presence essential, as it’s now a key factor in building trust and loyalty.

More Trending

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Brand Slogans as CX Promises: How to Build Lasting Customer Loyalty

ShepHyken

I recently saw a picture of an old Steak ‘n Shake restaurant. It reminded me of when my grandparents used to take me to Steak ‘n Shake every Sunday for lunch. As a kid, I loved their slogan, which was a rhyme: “In Sight, It Must Be Right.” The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers.

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Build a read-through semantic cache with Amazon OpenSearch Serverless and Amazon Bedrock

AWS Machine Learning

In the field of generative AI , latency and cost pose significant challenges. The commonly used large language models (LLMs) often process text sequentially, predicting one token at a time in an autoregressive manner. This approach can introduce delays, resulting in less-than-ideal user experiences. Additionally, the growing demand for AI-powered applications has led to a high volume of calls to these LLMs, potentially exceeding budget constraints and creating financial pressures for organizatio

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Mastering High-Performance Leadership: Strategies to Elevate Customer Experience and Empower Teams

Blake Morgan

                                                                                    Great leaders drive success by creating environments where teams excel and customers feel valued. On The Modern Customer Podcast , entrepreneur and bestselling author Robert Glazer shared actionable strategies for mastering leadership.

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Using LLMs to fortify cyber defenses: Sophos’s insight on strategies for using LLMs with Amazon Bedrock and Amazon SageMaker

AWS Machine Learning

This post is co-written with Adarsh Kyadige and Salma Taoufiq from Sophos. As a leader in cutting-edge cybersecurity, Sophos is dedicated to safeguarding over 500,000 organizations and millions of customers across more than 150 countries. By harnessing the power of threat intelligence, machine learning (ML), and artificial intelligence (AI), Sophos delivers a comprehensive range of advanced products and services.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto

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

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How Chick-fil-A Gets Their Young Workforce to Deliver a World-Class Customer Experience

The DiJulius Group

Stop Blaming the Younger Workforce The most common complaint I get from my audiences and consulting clients is about how bad the young labor force is and how this generation doesn’t want to work hard. I cannot disagree more. I also believe this is a crutch many leaders use to avoid building a better employee. Read Full Article The post How Chick-fil-A Gets Their Young Workforce to Deliver a World-Class Customer Experience appeared first on The DiJulius Group.

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Rad AI reduces real-time inference latency by 50% using Amazon SageMaker

AWS Machine Learning

This post is co-written with Ken Kao and Hasan Ali Demirci from Rad AI. Rad AI has reshaped radiology reporting, developing solutions that streamline the most tedious and repetitive tasks, and saving radiologists’ time. Since 2018, using state-of-the-art proprietary and open source large language models (LLMs), our flagship product— Rad AI Impressions — has significantly reduced the time radiologists spend dictating reports, by generating Impression sections.

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AI in Customer Relations: Interaction and Engagement

CSM Magazine

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels.

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Read graphs, diagrams, tables, and scanned pages using multimodal prompts in Amazon Bedrock

AWS Machine Learning

Large language models (LLMs) have come a long way from being able to read only text to now being able to read and understand graphs, diagrams, tables, and images. In this post, we discuss how to use LLMs from Amazon Bedrock to not only extract text, but also understand information available in images. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI

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4 AI Hacks to Make Sales Teams More Efficient

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.

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Key Questions to ask before Choosing a Call Center Service Provider

NobelBiz

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business. Inefficiencies, higher costs, and customer dissatisfaction can be led to by a mismatched provider—this can happen.

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How Crexi achieved ML models deployment on AWS at scale and boosted efficiency

AWS Machine Learning

This post is co-written with Isaac Smothers and James Healy-Mirkovich from Crexi. With the current demand for AI and machine learning (AI/ML) solutions, the processes to train and deploy models and scale inference are crucial to business success. Even though AI/ML and especially generative AI progress is rapid, machine learning operations (MLOps) tooling is continuously evolving to keep pace.

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How to Build the 2023-24 Boston Celtics of Beta Tester Teams

Centercode

Guest author Chip Duval compares building a beta tester team to assembling an NBA dream team like the 23–24 Celtics.

How To 64
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Unleash your Salesforce data using the Amazon Q Salesforce Online connector

AWS Machine Learning

Thousands of companies worldwide use Salesforce to manage their sales, marketing, customer service, and other business operations. The Salesforce cloud-based platform centralizes customer information and interactions across the organization, providing sales reps, marketers, and support agents with a unified 360-degree view of each customer. With Salesforce at the heart of their business, companies accumulate vast amounts of customer data within the platform over time.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

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.

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DCX # 128 | It's The End Of Customer Service As We Know It

DCX

Weekly inspiration, education, and coaching for customer-obsessed leaders. Subscribe now —Welcome to the DCX Newsletter— In 1997, IBM’s Deep Blue delivered a gut punch to human ego when it defeated chess grandmaster Garry Kasparov. It wasn’t just a machine outthinking a person—it was a warning shot about what computers could do.

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Apply Amazon SageMaker Studio lifecycle configurations using AWS CDK

AWS Machine Learning

This post serves as a step-by-step guide on how to set up lifecycle configurations for your Amazon SageMaker Studio domains. With lifecycle configurations, system administrators can apply automated controls to their SageMaker Studio domains and their users. We cover core concepts of SageMaker Studio and provide code examples of how to apply lifecycle configuration to your SageMaker Studio domain to automate behaviors such as preinstallation of libraries and automated shutdown of idle kernels.

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How to create more effective job descriptions for customer success and professional services roles

ChurnZero

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Hiring the right talent for your company’s customer success team determines its success. A clear, detailed, and well-written customer success job description is essential to attract the right candidate while providing important information about th

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Create a virtual stock technical analyst using Amazon Bedrock Agents

AWS Machine Learning

Stock technical analysis questions can be as unique as the individual stock analyst themselves. Queries often have multiple technical indicators like Simple Moving Average (SMA), Exponential Moving Average (EMA), Relative Strength Index (RSI), and others. Answering these varied questions would mean writing complex business logic to unpack the query into parts and fetching the necessary data.

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How to Create Sales Email Sequences That Convert

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.

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Meesho Launches Innovative Voicebot to Ensure 24/7 Customer Support

CSM Magazine

Meesho, the rapidly growing social eCommerce platform has introduced an AI-powered voicebot to enhance user experience and provide round-the-clock customer support. Key highlights from the launch include: 24/7 Availability: The voicebot allows customers to receive support at any time, addressing queries and issues without delays. Cost Reduction: Meesho reports that the implementation of agentic AI has led to a 90% reduction in customer support chat costs, demonstrating significant operational ef

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How to Master Post-Purchase Journeys 

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaway s : Below are six key questions fro

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How Technology Is Improving Customer Service in the Mortgage Industry

CSM Magazine

The mortgage industry has come a long way from piles of paperwork and lengthy approval processes. Thanks to advances in technology, getting a mortgage has never been more streamlined or customer-friendly. Today’s digital tools are transforming how mortgage lenders interact with clients, making the experience faster, more transparent, and less stressful.

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Qualtrics vs Medallia: A Detailed Comparison (2025)

SurveySensum

Confused between Qualtrics vs Medallia? Wondering which one would suit your needs better? This comparison will draw out each tool’s pros and cons, best features, etc to uncover which will suit your needs better and drive better CX improvements while not exceeding your budget. So, let’s dig further to help you choose between the best of the two options – Medallia vs Qualtrics.

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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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From AI to Automation: Can Technology Put Utilities Back on Top for Customer Centricity?

CSM Magazine

Technology – if harnessed effectively – can help companies improve customer experience by providing proactive support during today’s tough economic climate. Richard Farrell, CIO at Netcall , explains. Amid the ongoing cost of living crisis, people are struggling to afford the essentials. And when they reach out for help, often utility providers – including water, electricity, and gas, are failing to respond in a way that is frictionless and satisfactory due to a lack of digital capability, along

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Deploy Meta Llama 3.1-8B on AWS Inferentia using Amazon EKS and vLLM

AWS Machine Learning

With the rise of large language models (LLMs) like Meta Llama 3.1, there is an increasing need for scalable, reliable, and cost-effective solutions to deploy and serve these models. AWS Trainium and AWS Inferentia based instances, combined with Amazon Elastic Kubernetes Service (Amazon EKS), provide a performant and low cost framework to run LLMs efficiently in a containerized environment.

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X Spaces: Your Super Quick Guide to Live Audio Conversations in 2024

Brandwatch CX

Learn how to engage your audience with live audio chats on X Spaces. Discover setup tips, strategies, and features for successful brand interactions.

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