Sat.Jan 13, 2024 - Fri.Jan 19, 2024

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Top 20 Text Analysis Tools and Software for 2024

Zonka Feedback

Imagine a world where businesses decipher customer sentiments, researchers unveil hidden academic gems, and social media becomes an open book of insights.

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2024 Vision: A Year of Experimentation, Data Insights, and Cloud Challenges in the Contact Centre Industry

CSM Magazine

As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations. There’s been plenty of talking points in 2023; with the explosion of generative AI of course being the main one. However, this year we will see some real change in the industry.

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What You Need to Know About Contact Center AI

InMoment XI

Artificial Intelligence (AI) is being used by more and more businesses every day. Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

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Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust


Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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A New Breakthrough Model of Customer Experience – Quantum Customer Centricity™


The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX.

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The Impact of Prescriptive Analytics in Business Decisions

InMoment XI

In an increasingly data-driven world, it is no longer enough to understand the past. Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Whether it’s reducing your cost to acquire a customer, decreasing your churn rate, or anything in between. Your business can use analytics to drive success and improve customer experiences.

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Our CX Accelerator Board of Directors

CX Accelerator

We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.

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“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality


This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.

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CDP Spotlight: 7 Key Takeaways From Industry Experts


Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. Customer Data Platforms (CDPs) are designed to tackle this challenge head-on by seamlessly unifying and making customer data accessible for marketers.

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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How to Elevate the Customer Experience with Conversational Commerce


When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience.

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Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony


Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.

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How to Take Your Employees from Competent to Elite with Art Turock


Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode! Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice.

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How to Realize the Full Value of Technology Integrations


Understand the impact of technology integrations that extend the value of your core, foundational fintech platforms and improve customer experiences. The post How to Realize the Full Value of Technology Integrations appeared first on Glia Blog | Digital Customer Service Explained.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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5 Ways to Fix Inefficiencies with Contact Center Testing in 2024


In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys , 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response is their top priority. More respondents chose those two outcomes than any other, including friendly service, knowledgeable agents, and brand trustworthiness.

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Three ways research offices can lead researchers to more funding


Over half of research office leaders say researchers are disengaged. How can you close the gap to win more funding? In late 2023, Research Professional News, an editorially independent part of Clarivate , surveyed research office leaders and staff as well as researchers around the world, taking a close look at the challenges facing them today and in the future.

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Onboarding Best Practices: Reducing Attrition in the First 90 Days?


COPC Inc. has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

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What Sport Teaches Us About How to Improve Your Customers’ Experience

Beyond Philosophy

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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The smooth sailing guide to social media approval workflows


Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. And the wrong post at the wrong time can torpedo your brand’s reputation faster than you can say “delete!” That’s why having a structured social media approval process is so critical.

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The Role of Online Reviews in Shaping the E-commerce Experience


95% of customers read online reviews before buying a product. Over nine out of ten customers (95%) read product reviews before they choose to purchase something. Additionally, 58% of these shoppers say they are willing to pay more for products that have good reviews. — Global Newswire This behavior differs from the traditional patterns when buyers purchase products through advertisements and word-of-mouth.

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Customer Value and Loyalty are Interchangeable and Fragile

Middlesex Consulting

Customers buy products and services because they need the outcomes they will receive from owning or using them. When the buyer has a choice, they will buy from the company that delivers the most benefits for the lowest cost. At Middlesex Consulting, we define customer value as the buyer’s perception of tangible (economic) and/or experiential (emotional) net […] The post Customer Value and Loyalty are Interchangeable and Fragile appeared first on Middlesex Consulting.

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Horrible Customer Experience & Patient Experience: Constant Causes | #CX

Kate Nasser

Persistent causes of horrible customer experience & patient experience & how to address them. Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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The Benefits of Using TeamSupport Software for Your Business

Team Support

In today's fast-paced business world, customer support is not just a department; it's the backbone of your company. As businesses continue to evolve, so do their customer support needs. This is where TeamSupport software comes into play. TeamSupport is the number one ticketing and live chat solution for customer-centric businesses. What is TeamSupport Software?

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Building Loyalty for Life: Celebrate ‘Get to Know Your Customers Day’ Every Day 


Discover the true value of your customers with our LTV calculator Download Now Why it Matters: As we celebrate Get to Know Your Customers Day, it’s crucial to remember that every day is an opportunity to put the customer first, starting with their data and leveraging AI-powered tools to uncover valuable insights. This will drive personalization, increase customer lifetime value, and cultivate a loyal, engaged customer base.

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Top 5 Customer Service & CX Articles for Week of January 15, 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. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

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The Meaning of 24-Hour Front Desk in Hotels

Magellan Solutions

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. Imagine a tired traveler being greeted warmly and efficiently. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience. Learn about the 24-hour front desk, the reassuring symbol of convenience and security.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr