The DiJulius Group
OCTOBER 1, 2024
Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of.
Forrester's Customer Insights
OCTOBER 2, 2024
In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of global standards for customer experience teams.
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eglobalis
SEPTEMBER 28, 2024
Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. In markets such as the United States, Japan, and various parts of Asia, Toyota consistently demonstrates responsibility by addressing customer issues promptly and without unnecessary obstacles.
eglobalis
OCTOBER 1, 2024
Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.
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.
Experience Investigators by 360Connext
OCTOBER 2, 2024
No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). Your core business offering is your foundation. An important one, too, because even the best marketing and sales teams can’t save a sub-par product. By investing in CX, however, you can quickly accelerate your success and unlock proven advantages for staying ahead of the competition: Customers who receive value-enhanced services are mor
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
DCX
OCTOBER 1, 2024
Weekly inspiration, education, and coaching for customer-obsessed leaders. Join the DCX community as a Premium subscriber to support the continued creation of posts like this. SPECIAL OFFER ENDS TODAY: To Celebrate reaching 1K subscribers, I’m offering new Premium Subscribers a special offer. Get 75% off forever Frost & Sullivan Executive MindXchange supports this week’s DCX Newsletter Tucson, AZ is the place to be from October 20-23!
Experience Investigators by 360Connext
OCTOBER 1, 2024
Learn the knowledge and tools to transform your customer experience strategy and achieve tangible results to drive business success.
Kate Nasser
SEPTEMBER 29, 2024
Leaders, do your teams truly understand and deliver on customer urgency? If your answer is, “Yes, because we have priority schemes they follow,” you may be surprised to witness what actually happens in real time. Image by Patti Morris via Flickr Attribution License. Customer Urgency: Do Your Teams Truly Deliver on It? Recent Event I […] The post Customer Urgency: Does Your Team Truly Deliver on It?
IntouchInsight
OCTOBER 1, 2024
For 24 years, the Intouch Insight Annual Drive-Thru Study has been the go-to resource for insights into the drive-thru performance of leading Quick-Service Restaurant (QSR) brands.
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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.
InMoment XI
OCTOBER 4, 2024
A customer’s experience doesn’t start and end with purchasing your product or service. It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success.
Lumoa
OCTOBER 1, 2024
content Lumoa Product News for August 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other
ECXO
SEPTEMBER 30, 2024
Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations. It’s important for companies that want to give great customer service to figure out why this “war” is happening and what it means.
Experience Investigators by 360Connext
OCTOBER 1, 2024
Ever wondered how small businesses can outshine their larger counterparts in customer experience? Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Real-life success stories from companies like Zappos and a local pharmacy illustrate the power of proactive customer care and community building in fostering loyalty and setting your small business apart from the rest.
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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.
InMoment XI
OCTOBER 3, 2024
Did you know that customer acquisition costs have risen by over 200% over the last 10 years? It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. Focusing on customer retention will help your organization reduce costs and increase revenue. What Is Customer Retention?
TechSee
OCTOBER 2, 2024
At first glance, chatbots and Agentic AI may seem similar—both engage with users and provide automated responses. However, fundamental differences set Agentic AI apart from traditional chatbots, even those powered by large language models (LLMs). Let’s unpack these new technologies. If there were an MMA match, chatbots vs. agentic AI, where would each of them excel, or how would their approaches to your CX challenges differ?
AWS Machine Learning
OCTOBER 2, 2024
Large enterprises are building strategies to harness the power of generative AI across their organizations. However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level.
Calabrio
OCTOBER 4, 2024
Analytics Why Manual Quality Management is Falling Behind (and what to do about it) Share The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success. Contact centers are at the heart of this challenge. But without the right the tools to respond to todays fast-evolving demands, they can also quickly become part of the problem, rather than a crucial source of solutions.
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.
InMoment XI
SEPTEMBER 30, 2024
Imagine this: A potential patient searches for a dentist in your area, and your practice pops up—along with a handful of reviews. At that moment, your online reputation is either drawing them in or driving them away. Dental reputation management is more than just keeping an eye on patient reviews; it’s about shaping how your practice is perceived across the web.
CX University
SEPTEMBER 30, 2024
CX University and HBC today announced the formation of CXUAsia, a joint venture aimed at delivering world-class customer experience (CX) training and certification across the Asia-Pacific region. CXUAsia will leverage the combined expertise of its founding partners to offer comprehensive CX education programs tailored for all organizational levels, from frontline employees to C-suite executives.
AWS Machine Learning
OCTOBER 2, 2024
Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant. For example, an AI assistant for employee onboarding could use what it knows about an employee’s work location, department, or job title to provide information that is more relevant to the employee.
Calabrio
OCTOBER 4, 2024
Analytics Pourquoi la gestion manuelle de la qualit prend du retard (et ce qu’il faut faire) Sautez en avant Share Le paysage de la gestion de la qualit (QM) subit une transformation rapide, car la fourniture d’expriences client exceptionnelles est devenue un facteur dterminant de la russite des entreprises. Les centres de contact sont au cur de ce dfi.
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.
West Monroe
OCTOBER 2, 2024
Electricity demand is surging across the U.S., driven by manufacturing growth and the proliferation of both data centers and cryptocurrency mining. At the same time, there’s growing pressure to reduce greenhouse gas (GHG) emissions by transitioning buildings, manufacturing, and transportation systems to electricity. But renewables alone won’t meet this demand.
Blueshift
OCTOBER 2, 2024
By harnessing the power of interaction data, companies can create more tailored, meaningful experiences that resonate with their audience. This blog will explore how adapting LLMs using customer behavior insights can elevate engagement, boost satisfaction, and drive growth.
AWS Machine Learning
OCTOBER 4, 2024
In the generative AI era, agents that simulate human actions and behaviors are emerging as a powerful tool for enterprises to create production-ready applications. Agents can interact with users, perform tasks, and exhibit decision-making abilities, mimicking humanlike intelligence. By combining agents with foundation models (FMs) from the Amazon Titan in Amazon Bedrock family, customers can develop multimodal, complex applications that enable the agent to understand and generate natural languag
Calabrio
OCTOBER 3, 2024
Analytics Using data to set goals: Lessons from Klaus Bang, the Danish Viking and WFM ninja Share Klaus Bang, fondly known as the Danish WFM Ninja, has spent years honing his skills in Workforce Management (WFM). As Senior Workforce Manager at Alm. Brand Group , Denmarks second-largest non-life insurance company, Klaus has a knack for using data to set precise goals and enhance contact centre operations.
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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.
The DiJulius Group
OCTOBER 3, 2024
Amazon orders workers to go back to the office every day / The US Job Market No Longer Sizzling /The Silent Layoff / Virtual Experience Revolution Workshops / Internal Communications Best Practice Our Virtual Experience Revolution Workshops Great brands all have a signature experience. A signature experience is a distinct experience your customers and employees.
Brandwatch CX
OCTOBER 3, 2024
Limited edition products and rare items are hot on the market right now. Here's how to manufacture rarity to boost sales.
AWS Machine Learning
OCTOBER 2, 2024
Building intelligent agents that can accurately understand and respond to user queries is a complex undertaking that requires careful planning and execution across multiple stages. Whether you are developing a customer service chatbot or a virtual assistant, there are numerous considerations to keep in mind, from defining the agent’s scope and capabilities to architecting a robust and scalable infrastructure.
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