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Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.
The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.
B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.
📌🚀Grab the Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
How do you know your customers are truly satisfied? Its a question that can make or break a business. Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. Following the right numbers lets companies change how they do things. Better service and bigger profits are the result.
In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. But high performance doesnt happen by chance. Analyzing call center performance is the path to improvementbut youve got to do it right.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. But high performance doesnt happen by chance. Analyzing call center performance is the path to improvementbut youve got to do it right.
Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO’s new medical drama “The Pit” Lush’s bold decision to abandon socia
Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
Based on original post by Dr. Hemant Joshi, CTO, FloTorch.ai A recent evaluation conducted by FloTorch compared the performance of Amazon Nova models with OpenAIs GPT-4o. Amazon Nova is a new generation of state-of-the-art foundation models (FMs) that deliver frontier intelligence and industry-leading price-performance. The Amazon Nova family of models includes Amazon Nova Micro, Amazon Nova Lite, and Amazon Nova Pro, which support text, image, and video inputs while generating text-based output
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Want to grow your business by focusing on what truly matters? The 80/20 rule helps leaders and customer experience professionals prioritize high-impact areas, maximize efficiency, and drive profitability. In this episode of The Modern Customer Podcast , I sit down with Bill Canady , CEO of OTC Industrial Technologies and Arrowhead Engineered Products , and author of From Panic to Profit , set to relea
In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
Organizations building and deploying AI applications, particularly those using large language models (LLMs) with Retrieval Augmented Generation (RAG) systems, face a significant challenge: how to evaluate AI outputs effectively throughout the application lifecycle. As these AI technologies become more sophisticated and widely adopted, maintaining consistent quality and performance becomes increasingly complex.
As AI has won the attention of teams across the enterprise for its efficiency and CX benefits, these technology investments are coming under closer scrutiny than ever before by compliance and risk teams. Especially in heavily regulated industries like financial services, the potential benefits of an AI-driven solution cannot outweigh compliance red flags.
Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? My answer is accurate: Nothing! For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.
A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
DeepSeek-R1 is a large language model (LLM) developed by DeepSeek AI that uses reinforcement learning to enhance reasoning capabilities through a multi-stage training process from a DeepSeek-V3-Base foundation. A key distinguishing feature is its reinforcement learning step, which was used to refine the models responses beyond the standard pre-training and fine-tuning process.
Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Increased competition, shifting customer expectations, market volatility and other uncertainties mean there is always both an opportunity and a need to keep improving performance—among individual sellers and at the sales team level—to drive highe
In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. Peter Gillett, CEO of Marketpoint Recall, provides insight. Its impossible to tell quite how many returns have happened in the first two months of 2025 but a scan of the news will tell you there have been many. Indeed, it was reported recently that in 2024, the United States experienced 3,232 product recalls across five key industries, marking the second-highest annual total
Surveys are packed with data, but raw numbers dont tell the whole story. Your feedback might scream that airline passengers are fuming over ground supportbut hold on. Which flights? Which routes? Was it a baggage blunder, a check-in chaos, or a missing wheelchair request? Thats where cross-tabulation comes in. It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type.
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
Customer success needs to align with revenue. NRR (net revenue retention) is our north star. Renewals should be an outcome of good customer success. Any of these sound familiar? These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer).
If you’ve ever worked in customer service, you know complaints are inevitable. What separates great businesses from struggling ones isnt whether they get complaintsits how they handle them. Get it right, and you build trust, loyalty, and long-term customers. Get it wrong, and you risk negative reviews, social media backlash, and lost revenue. Artificial intelligence (AI) is revolutionizing customer interactions.
Weve all been there. Youre in the middle of sharing a thought, a story, or maybe even a concern, and you can just feel itthat unmistakable sense that the person you’re speaking to isnt paying attention. Whether its in personal conversations, workplace meetings, or even customer interactions, being unheard can lead to frustration and misunderstandings.
In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging.
The guide for revolutionizing the customer experience and operational efficiency Explore how AI Agents are transforming customer service and delivering innovative solutions for your business now with our latest eBook. This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support.
Want to launch a new product? Or launch a new store? But how to design it flawlessly and make a mark in the market? This is where Market Research comes in. Instead of guessing, you get data-driven insights to make smarter decisions. Whether you’re a startup rolling out a new product or a brand looking to expand, market research is the foundation of success.
Re-engage your churned customers with this guide Download Now Why it Matters: With bettor participation skyrocketing, now is the time for gaming operators to refine their engagement and retention strategies to maximize revenue and long-term customer loyalty. Key takeaways: Optimove Insights’ latest iGaming Pulse analysis reveals a significant and sustained increase in the number of daily sports bettors in the US over the past three NFL seasons.
Advancements in AI-driven customer experience (CX) solutions have changed the game for businesses, especially in retail and e-commerce. But does your CX lack the human touch? Companies are now leveraging chatbots, virtual assistants, and AI tools to streamline interactions, offering efficient and accurate customer support around the clock. But while these innovations bring clear advantages, customers often crave the warmth and connection associated with human interaction.
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