Sat.Oct 29, 2022 - Fri.Nov 04, 2022

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Beyond Buy-in. 5 Stages of CX Engagement

Seaton CX

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. You attended all those free webinars in the early days of the pandemic, before we all got so sick of Zoom meetings we wanted to claw our own eyes out. And you’ve heard that CX engagement begins with getting buy-in, executive alignment, shared vision, thought alignment, or pick-your-favorite-buzzword-de-jour.

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6 tips for designing customer journeys that deliver value at scale

Totango

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple in concept, but where do you start? . That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

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What is the role of customer experience in the telecoms industry entering 2023?

Lumoa

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more. This blog will share some of the highlights of the webinar.

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CX Design: What It Is, How It Works, and How It Creates Experience Improvement

InMoment XI

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ). But how do those organizations design CX programs?

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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

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The Essential Chatbot Success Metrics

Comm100

Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers.

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Five Ways to Make Customers Feel Special

ShepHyken

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

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The Role of Company Culture in Employee Engagement 

COPC

You know the adage, “happy employees = happy customers.” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth. Most organizations realize that customer experience (CX) is a key differentiator, particularly with growing competition and customer expectations.

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CX 101: What Is a Cluster Analysis? 

InMoment XI

Math and numbers are the ultimate in ‘exact science.’ When we work within the confines of mathematics, we can expect absolute precision in our results. In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions. Unfortunately, sometimes the real world being represented by the data is anything but exact.

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Improving Customer Experience in Banking: 7 Promising Trends

PeopleMetrics

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. Picture this: a customer who just bought a new high-end phone might get annoyed navigating a website they feel has a poor online shopping experience.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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Product News – November 2022

Lumoa

Lumoa Product News for November 2022 Conversational Analytics now ignores “junk” Did you know you can put entire conversations into Lumoa, such as those that happen in support emails, chat threads, or phone calls? Then, Lumoa can analyze that conversation to give you key highlights: Deep issue analysis – Lumoa can tell you what the most common issue is among all conversations Advanced AI – Lumoa will ignore non relevant parts of the conversation, such as “hell

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Employee engagement surveys: How employees see surveys

Alida

Your people are the heart and soul of your company. When employee engagement is high, the whole team benefits—and so do your customers.

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Your Top 3 ROI Questions, Answered

InMoment XI

Imagine if you were still operating your business in the same way you were in 2019. Total nightmare, right? Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.

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Amazing Business Radio: Tim Hughes

ShepHyken

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Transfer learning for TensorFlow object detection models in Amazon SageMaker

AWS Machine Learning

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.

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Are Surveys Really Customer-Centric?

Blake Morgan

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. Have you noticed that any time you buy anything you get a survey? While customer surveys have increased, customer survey response rates have decreased.

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Going from Greg to Benny: Building a Stronger Client Experience Model

The DiJulius Group

We had been consulting with one of the largest accounting firms in the world, guiding them in building a stronger client experience model. About a year into the CX project, there was still a small percentage of the accountants, including partners, who had not totally bought in. At one of our regional workshops, one of. Read Full Article. The post Going from Greg to Benny: Building a Stronger Client Experience Model appeared first on The DiJulius Group.

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What Are Some Important Marketing Tactics That a B2B SaaS Company Should Consider Using to Grow Its Customer Base?

DemandJump

Developing a SaaS marketing strategy is a perfect opportunity for companies to reach their target audience online. Content is the key to making that strategy work. A strong B2B SaaS marketing strategy uses valuable content and search engine optimization (SEO) to drive organic traffic to your website. So what are the essential tactics you should use to create the best B2B marketing?

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Making the Moment: The Art of Creating Events That Drive Results

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.

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Transfer learning for TensorFlow text classification models in Amazon SageMaker

AWS Machine Learning

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.

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How will the economic downturn affect Customer Success? Learn from three SaaS CEOs.

ChurnZero

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond.

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Here’s What’s New from October 2022 || Kommunicate Product Updates

kommunicate

Last Updated on November 4, 2022 The month of October saw us taking on new challenges and making our bot-building platform better than ever. Here is a quick update on what we achieved last month. 1. Inline code If you don’t have servers to host your custom functions and calls in the form of Webhooks, [.]. The post Here’s What’s New from October 2022 || Kommunicate Product Updates appeared first on Kommunicate Blog.

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How Do You Assemble a Top Tier SaaS Marketing Strategy?

DemandJump

If you’re part of a software-as-a-service (SaaS) marketing team, then you know the importance of identifying the right strategies to attract, engage, and convert prospects into loyal customers.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

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.

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Intelligent document processing with AWS AI services in the insurance industry: Part 1

AWS Machine Learning

The goal of intelligent document processing (IDP) is to help your organization make faster and more accurate decisions by applying AI to process your paperwork. This two-part series highlights the AWS AI technologies that insurance companies can use to speed up their business processes. These AI technologies can be used across insurance use cases such as claims, underwriting, customer correspondence, contracts, or handling disputes resolutions.

Insurance 101
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The Basics of an HVAC Call Answering for Service Techs.

Call Experts

An HVAC call answering for your business is an excellent way to improve efficiency and reduce churn. Answering phone calls can save your employees’ time and stop them from providing services in the field, which can cost you real money. 70% of the customer’s journey is based on how the customer feels they are being treated. An answering service can handle customer calls right away, ensuring they are answered promptly and professionally, so your team can focus on responding to service

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Advanced RSA Optimization and Why It’s Necessary for Search Marketers

Merkle

With the deprecation of ETAs (expanded text ads) in June 2022 on Google , and February 2023 for Bing, RSAs ( responsive search ads ) are now the required ad type for paid search campaigns. Marketers can no longer edit, add, or enable ETAs. Advanced RSA Optimization (ARO) is designed to deliver efficiencies, actionable insights, and advantages for marketers.

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Qualtrics Announces Consumer Trends That Will Shape 2023

CSM Magazine

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time. Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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Deploy BLOOM-176B and OPT-30B on Amazon SageMaker with large model inference Deep Learning Containers and DeepSpeed

AWS Machine Learning

The last few years have seen rapid development in the field of deep learning. Although hardware has improved, such as with the latest generation of accelerators from NVIDIA and Amazon, advanced machine learning (ML) practitioners still regularly encounter issues deploying their large deep learning models for applications such as natural language processing (NLP).

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Ways to Measure Customer Service Performance

Zonka Feedback

There has been a massive shift in the way Customer Service functions in this day and age. For organizations, it’s not just about providing support to the customers and serving them in general but it is about retaining them for a long period of time and ensuring that they remain loyal. Why? Well, it’s no hidden fact that it is 5 times more expensive to get new customers than to retain existing ones.

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What Are the 4 Types of Marketing Strategies?

DemandJump

Software as a Service (SaaS) marketing is filled with unique challenges. On the surface, marketing your SaaS offering can seem to follow similar steps as promoting any other product or service.