Sat.Aug 31, 2024 - Fri.Sep 06, 2024

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Conversational Analytics: Powerful Data Behind Business Transformation

InMoment XI

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Discover the power of conversational analytics, its benefits, and the key features to look for in a conversational analytics solution.

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The Basics of Great Customer Experiences

Second to None

In today’s highly competitive business landscape, great customer experiences have become a crucial differentiator for companies looking to build a loyal customer base and sustain long-term success. According to a study by PwC, 73% of people point to customer experience as an important factor in their purchasing decisions. It also pays off to have customers feel appreciated and valued as customers were willing to pay up to 16% price premium on products and services depending on the business categ

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How Retailers Are Taking Customer Feedback to Shape The Future Storefront

Second to None

In today’s digital age, the retail landscape is evolving at a rapid pace. With the rise of e-commerce and the increasing preference for online shopping, traditional brick-and-mortar stores are facing a new set of challenges. But rather than succumbing to the pressure, retailers are embracing these changes as opportunities to reinvent and reimagine the physical storefront.

Retail 62
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How to win more customers with Google local justifications

BirdEye

Have you ever searched for a local restaurant or service on Google and noticed a bite-sized text that exactly matched what you were looking for? Maybe it was a rave review saying, “Best tacos in town,” or a note from the business itself saying, “Open late and perfect for a quick bite.” Those small details are called Google justifications or Google local justifications and are designed to help customers find businesses that tick all their boxes.

Demo 111
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Unlock the Future of Learning Growth and Retention at Cognition24!

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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7 Proven Customer-Centric Strategies Smart CEOs Use to Drive Growth

C3Centricity

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.

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The Most Important Customer Service Skills Your Employees Need to Have

The DiJulius Group

Today’s illiterate are those who are unable to make connections with others This blog will answer the following four questions: What are soft skills, and should we call them? Which service aptitude skills are most important for customer-facing employees to deliver an expectational customer experience? Which of the nine service aptitude skills can improve.

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This is Why You Can’t Walk in the Customer’s Shoes, So Stop Trying.

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to emotional intelligence, and how we can make both concepts work even better for us?

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Top 5 Customer Service & CX Articles for Week of September 2, 2024

ShepHyken

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. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article.

Article 70
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Web of Science Research Assistant elevates discovery with responsible AI

Clarivate

The Web of Science Research Assistant, a generative AI-powered tool built with and for researchers, is now available to the global research community. After extensive collaboration and testing with the research community that began in December 2023, we are pleased to announce the global launch of the Web of Science Research Assistant. The research assistant combines the power of generative artificial intelligence (AI), the Web of Science knowledge graph and an all-new chat interface to provide r

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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How to Increase Customer Lifetime Value with Personalized Shopping Experiences

Blueshift

For e-commerce and retail brands, maximizing Customer Lifetime Value (CLV) is key to driving profit and maintaining a competitive edge. Companies like Nike and Apple have mastered the art of personalized shopping experiences through tailored experiences such as customized workout plans and personalized product setups. These strategies not only foster loyalty and engagement but also encourage repeat purchases, driving profit without new acquisition costs.

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Is Automating CX the Key to Customer Retention?

CSM Magazine

Carter Busse, CIO, Workato Dialling the number for a company call centre is unlikely to be your first choice of outreach nowadays, especially for younger generations, but many of us will remember when that was the only option. If you experienced an issue, you needed to ring the company’s helpline first. This often resulted in listening to hours, and I mean hours, of terrible hold music before finally being put through to a person to discuss the query.

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What is outcomes-based customer success?

ChurnZero

Outcomes-based customer success is a strategy focused on ensuring that customers achieve their desired outcomes with your product. It sounds straightforward but it’s easier said than done. It takes a focused team with strong listening and coaching skills, a deep understanding of your product, a curiosity to understand customer goals, and a proactive, strategic approach to engagement.

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Customer Experience Trends In Banking Industry That Are Shaping The Future

SurveySensum

Did you know that banks that practice customer experience optimization grow 3.2 times faster than their competitors? This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. Customers are no longer just expecting a good enough experience, they want their banks to exceed their expectations.

Banking 52
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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Opti-X Empowers Marketers to Create Personalized Experiences Customers Demand 

Optimove

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it matters: Opti-X helps brands deliver tailored messaging and experiences to meet the unique preferences, behaviors, and needs of each customer. Opti-X empowers brands to meet this demand by leveraging AI to analyze customer data and deliver real-time, personalized content. In this sense, the brand will know each customer’s “lane”—or the unique characteristics of their shopping journey, including their pr

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How Digital Invoices Enhance Customer Interactions

CSM Magazine

Switching to digital invoices isn’t just about ditching paper. It’s transforming how you connect with customers, bringing convenience and clarity to their experience. You’ll see benefits like real-time tracking and instant delivery at your fingertips. Imagine the time saved when billing becomes as simple as sending a text! This change reduces costs and improves relationships by showing transparency.

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3 Tips for Creating a Seamless Holiday Shopping Experience

Interactions

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

Retail 62
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CRM for Key Account Management | Not the Right Tool

Kapta Customer Success

Discover how Kapta's Key Account Management Software can elevate your relationship with key customers. Dive into our blog to explore features that streamline account management and enhance strategic customer engagements. Experience a smarter way to maintain and grow your most valuable business relationships.

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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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The Service Recovery Paradox | AmplifAI

Amplifai Coaching Category

Discover the science behind the Service Recovery Paradox customer service phenomenon, explore real-world examples, and get practical tips for implementation. Find out how to measure its impact and use technology to amplify its effects in your business.

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How Using Funny Pictures of People Can Boost Your Brand’s Marketing

CSM Magazine

Today’s marketing industry is fast-paced and rapidly developing. In such a world, it can be more challenging than ever to capture and retain customers’ attention. That’s where humor can help. Using funny pictures of people in your marketing strategy can be a game-changer and help you engage with your audience in a memorable and relatable way.

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Crack the ‘Happy’ Employee Code – 30+ Performance Review Questions to Ask

SurveySensum

Often performance reviews are misunderstood and seen as a dreaded task, a box to tick off, or even a necessary evil. How about you look at them differently? Consider them an opportunity to connect with your employees, identify accomplishments & challenges, get first-hand feedback, and shape future trajectory. In fact, 98% of organizations state performance management programs are crucial to business success.

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What are captive centers—and should you explore them as an outsourcing strategy?

West Monroe

Companies are constantly seeking ways to optimize operations, reduce costs, and maintain control over critical processes in today's tightly managed business environment. One strategic approach gaining traction is the use of captive centers, which we discussed on the Design Talk podcast in this episode: “Talking About Captive Centres with Dave Borowski.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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As Email Rules Constantly Evolve, Agility is Key to Optimizing Deliverability 

Optimove

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With stricter requirements from mailbox providers, marketers must now demonstrate agility, both technically and creatively, to maintain inbox placement and drive engagement. Gone are the days when simply targeting engaged users with personalized content was sufficient.

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AI And The Green Market Revolution Will Intertwine

Forrester's Customer Insights

The futures of AI and the green market revolution are intimately linked; whether we want it or not, both will inevitably and radically transform societies and economies and become invisibly embedded into our daily lives.

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F45 Training Cooper City Increases Engagement and Google Rev

Perkville

Learn how F45 Training Cooper City boosted LionHeart usage by 30% and increased Google reviews by 57%. Read the full case study for insights.

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What are captive centers—and should you explore them as an outsourcing strategy?

West Monroe

Companies are constantly seeking ways to optimize operations, reduce costs, and maintain control over critical processes in today's tightly managed business environment. One strategic approach gaining traction is the use of captive centers, which we discussed on the Design Talk podcast in this episode: “Talking About Captive Centres with Dave Borowski.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.