ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Blueshift

DECEMBER 22, 2024

Personal finance institutions face pressure to engage customers with personalized, relevant experiences in an increasingly competitive market. Many struggle to deliver timely and meaningful interactions, which leads to missed opportunities for building deeper connections. This is where AI-powered personalization comes into play, transforming the way financial institutions interact with customers.

Consumers 52

Consumers Financial Customer Satisfaction Loyalty 52

Blake Morgan

DECEMBER 23, 2024

Turning uncertainty into opportunity is a skill that can redefine personal and professional success. Meridith Elliott Powell, an award-winning sales keynote speaker, master business strategist, and visionary in navigating change, is renowned for helping individuals and organizations thrive in unpredictable times.

Strategy 59

Strategy Roadmap Leadership Course 59

CSM Magazine

DECEMBER 23, 2024

Team happy hours, shared lunches, and coffee talks all have one thing in common: they take place together. However, for remote customer support teams, the lack of such tried-and-true workplace bonding mainstays may create a gap that is difficult to fill without becoming a bit more creative. Keeping your remote workforce engaged requires understanding how to make them feel supported.

Sports 52

Sports Exercises Culture Hospitality 52

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

Retail

CSM Magazine

DECEMBER 23, 2024

Software now permeates almost every aspect of modern life – from driving a car to going on a hike. Our reliance on online banking and transport systems applications is immense, and this dependence mandates high quality and reliability. Software testing has become relevant to every industry. It helps ensure applications function as intended, before being released to the public.

Transportation 52

Transportation Software Banking System 52

ShepHyken

DECEMBER 23, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience? What role does human interaction have in today’s changing customer experience world?

Customer Experience 88

Customer Experience Handbook B2C B2B 88

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions. This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. 1.

Customer Service 59

Customer Service Social Media e-support Travel 59

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support. 1.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

Forrester's Customer Insights

DECEMBER 23, 2024

OpenAI's new o3 and o3-mini models are generating excitement with claims of advanced reasoning capabilities, fueling the AGI debate. With impressive benchmarks in visual reasoning, mathematics, and coding, these models showcase progress, but still have limitations like struggles with contextual understanding and ambiguity. While AGI remains distant, the continuous evolution of these models highlights both opportunities and challenges for organizations working with AI technologies.

Technology 40

Technology Data Trends Strategy 40

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.

Employee Experience

C3Centricity

DECEMBER 27, 2024

Modern consumers are no longer satisfied with generic experiences. They expect brands to know their preferences, anticipate their needs, and deliver tailored solutions that feel relevant and meaningful. Hyper-personalisationa strategy that uses advanced analytics, real-time data, and artificial intelligence (AI)is enabling companies to meet these expectations.

Consumers 156

Consumers Loyalty Brands Analytics 156

AWS Machine Learning

DECEMBER 23, 2024

When building voice-enabled chatbots with Amazon Lex , one of the biggest challenges is accurately capturing user speech input for slot values. For example, when a user needs to provide their account number or confirmation code, speech recognition accuracy becomes crucial. This is where transcription confidence scores come in to help ensure reliable slot filling.

Virtual Agent 100

Virtual Agent Self Service Travel Connections 100

ShepHyken

DECEMBER 24, 2024

Lets play 20 Questions. Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a lightning round style for one of his projects. As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them. There is a lot here, so Im breaking it into two parts.

Customer Experience 96

Customer Experience Sports Customer Service Training Video 96

Zonka Feedback

DECEMBER 21, 2024

The results are in, and they tell a story of successZonka Feedback proudly claims 24 G2 badges for Winter 2025, solidifying our position as a trusted leader in Experience Management and Feedback Analytics.

Feedback 97

Feedback Report Analytics Management 97

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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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Win the Customer

DECEMBER 26, 2024

In today’s rapidly evolving digital landscape, artificial intelligence (AI) is transforming the way businesses interact with their customers. From chatbots and virtual assistants to personalized recommendations and predictive maintenance, AI is revolutionizing customer experience (CX). However, the successful implementation of AI-powered CX hinges on one critical factor: building and maintaining trust with customers.

Chatbots 59

Chatbots System Communication Customer relationships 59

AWS Machine Learning

DECEMBER 23, 2024

Customers need better accuracy to take generative AI applications into production. In a world where decisions are increasingly data-driven, the integrity and reliability of information are paramount. To address this, customers often begin by enhancing generative AI accuracy through vector-based retrieval systems and the Retrieval Augmented Generation (RAG) architectural pattern, which integrates dense embeddings to ground AI outputs in relevant context.

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Knowledge Base System Financial Data 122

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak (Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business.

Customer Service 81

Customer Service Self Service Social Media Contact Center 81

BirdEye

DECEMBER 27, 2024

Your restaurant’s online reputation is now as vital as your menu. While creating exceptional food and dining experiences remains at the core, success increasingly depends on how well you can inspire happy customers to share their experiences through online reviews. Many restaurant owners excel at serving guests but struggle to convert these positive moments into reviews that attract new customers.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

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.

Data

SurveySensum

DECEMBER 27, 2024

Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%. The financial benefits that come from improving customer satisfaction and retention are certainly evident.

Technology 52

Technology Call Center Customer Satisfaction CRM 52

AWS Machine Learning

DECEMBER 24, 2024

Training large language models (LLMs) models has become a significant expense for businesses. For many use cases, companies are looking to use LLM foundation models (FM) with their domain-specific data. However, companies are discovering that performing full fine tuning for these models with their data isnt cost effective. To reduce costs while continuing to use the power of AI , many companies have shifted to fine tuning LLMs on their domain-specific data using Parameter-Efficient Fine Tuning (

Training 99

Training Resources Examples System 99

DCX

DECEMBER 24, 2024

Welcome to the DCX Newsletter Inspiration, education, and coaching for customer-obsessed leaders Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today! The DCX 2024 Year in Review As 2024 comes to a close, I’ve been thinking about the incredible journey we’ve shared this year.

Course 52

Course Social Media Leadership Roadmap 52

CSM Magazine

DECEMBER 24, 2024

Customer retention is a critical factor in driving long-term financial growth for any business. By focusing on retaining existing customers, companies can build stronger relationships, reduce acquisition costs, and increase lifetime value. This guide explores seven key ways in which customer retention directly impacts a companys financial success. 1.

Customer Retention 52

Customer Retention Financial Competitive Advantage Loyalty 52

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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.

Voice of Customer

Optimove

DECEMBER 24, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Journey pruning is key to creating more effective, personalized marketing campaigns that maximize customer engagement and Return on Investment (ROI.) By focusing on high-performing journeys and eliminating ineffective ones, brands can boost efficiency, enhance customer experiences, and invest in strategies that work.

Return on Investment 52

Return on Investment ROI Customer Journeys Resources 52

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations? And what are the best alternatives to help you achieve your goals more effectively?

Multi-Channel 52

Multi-Channel NPS Survey Analysis 52

DCX

DECEMBER 22, 2024

Inspiration, education, and coaching for customer-obsessed leaders. Welcome to this week's roundup of customer experience insights! This week’s newsletter is all about leveling up as a CX pro. Whether it’s using AI to create magical, personalized experiences, drones delivering dinner, or learning to really listen to what people need, there’s a clear theme: curiosity and creativity.

Retail 52

Retail Self Service Tips Customer Centricity 52

Zonka Feedback

DECEMBER 27, 2024

Did you know that over 1,443 hospitals in India have earned NABH accreditation? This isnt just a certificate on the wall its a promise to patients that theyll receive safe, high-quality care every time they visit.

Feedback 52

Feedback Hospitality Survey 52

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.

Trends

Optimove

DECEMBER 23, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: The holiday season calls for generosity, but in gaming, the challenge is doing it wisely. While players expect bonuses during the festive season, operators must be mindful of their profit-and-loss (P&L) statement to avoid overspending. Striking the right balance between giving away holiday bonuses and retaining players can be challenging but with data-driven bonusing strategies, operators

Marketing 59

Marketing Return on Investment ROI Analytics 59

CSM Magazine

DECEMBER 21, 2024

Microsoft has introduced multilingual autonomous voice agents using Copilot Studio, a significant advancement in their AI capabilities. The voice agents are designed to handle multiple languages effortlessly, requiring just a simple configuration. This ensures that business logic and integrations remain consistent across different languages, streamlining the deployment process for companies operating in multilingual environments.

Contact Center 52

Contact Center Customer Service Representative User Experience Customer Satisfaction 52

MiaRec

DECEMBER 23, 2024

If there is one thing I would have liked to have had in my role as a sales contact manager a few years ago, it would have been the ability to provide my agents with some personalized feedback after every call. Okay, that and Auto QA because manually evaluating agents was a never-ending drag. but I digress. I wanted my agents to succeed so badly that it kept me up at night, but no matter how hard I tried, there was only one of me to go around, so I spent most of my time focusing on my bottom perf

Contact Center 52

Contact Center Sales Feedback Management 52