Mon.Mar 18, 2024

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Unveiling Integrated CX Part 2: Richest Insights for Transformative Results

InMoment XI

True excellence in CX demands a transformative strategy that seamlessly integrates across the organisation. That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth.

Insights 260
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Top 5 Customer Service & CX Articles for Week of March 18, 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. Do You Know Who Your Competition In Business Really Is? by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

2024 68
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Hyper-Personalization: The Future of Customer Experiences

CX University

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. One such approach that is gaining traction is hyper-personalization. This cutting-edge strategy goes beyond traditional personalization techniques that you may be using now by leveraging advanced technologies to create highly individualized interactions that cater to the specific needs and preferences of each customer.

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Newly Launched Website Leads the Way in Vulnerable Customer Support Training

CSM Magazine

In an ambitious stride towards enhancing support available for vulnerable customers, Helen Pettifer Training Ltd announces the launch of its new website. The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable. These customers are reliant on organisations to provide clear communications, fair value and relevant support.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Empower Your Customers: Self-Service Solutions with TeamSupport Software

Team Support

In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it! Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business.

Demo 40

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Supporting All Talent to Thrive This Neurodiversity Week

CSM Magazine

Neurodiversity Week marks an important time for us to celebrate the diverse range of neurological differences that enrich our workplace and communities. Organisations have so much to gain from embracing neurodiversity. Not only can a company create a richer, more inclusive culture, but also unlock a wealth of innovation, creativity, and problem-solving abilities within teams.

Culture 52
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Making the Most of Genesys and Salesforce: Where to Direct Your Customer Channels

VDS

Choosing the right tools for customer service and sales can be confusing. Many businesses use Genesys and Salesforce but aren’t sure which platform is best for different types of customer interactions. This guide aims to clear up that confusion. Understanding Genesys and Salesforce: Genesys is great for managing direct conversations with customers, like calls, live chats, and messages, because it helps you connect customers with the right help quickly and smoothly.

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Download the eBook: Can Tech Help Battle Problematic Gambling? 

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: March marks Problem Gambling Awareness Month in the US. It aims to raise public awareness about problem gambling and advocate for prevention, treatment, and recovery services. Tech can contribute to mitigating problem gambling. Understanding tech’s role in identifying and preventing unhealthy behavior is key.

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Leveraging Customer Service Survey Questions to Boost Your Support Strategy

Retently

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” or a more detailed query, each question is a step towards understanding what makes your customers tick.

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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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Why AI is a Necessity for Retail Marketers

Braze

It’s no surprise that AI’s time is now, and that’s especially true for retail and eCommerce brands. Here’s how artificial intelligence can reduce the time and skills needed for campaign management and data analysis, and free up more time for strategy and creativity.

Retail 52
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NARUC Winter Summit 2024: 2 Things Needed to Scale VPPs Beyond Pilots

Uplight

At the end of February, Commissioners, utility stakeholders, and energy industry stakeholders came together from across the nation to discuss energy policy at the National Association of Regulatory Utility Commissioners (NARUC) Winter Policy Summit. A veritable who’s who of industry thought leadership, there could be no better setting to nerd out about energy policy.

2024 52
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How to Market Your Sustainability as a Brand in 2024

Brandwatch CX

Make the most of your sustainability efforts by marketing them to our customers properly. Here are some tips on how you can do just that.

2024 52
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GenAI Drives The Narrative, But A More Confident Tech Economy Is The Real Story Beyond The Q4 2023 Tech Services Earnings

Forrester's Customer Insights

Last week, we issued our analysis of the Q4 2023 earnings announcements of large public technology service providers. Our takeaways? First, tech service providers grew much slower in 2023 than in 2022 signaling a belt tightening in technology spend. But providers project faster growth in 2024 fueled by core transformations and investments in AI.

2023 32
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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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TikTok’s Influence On Young Voters Makes It A Threat To US Democracy And An Asset To Marketers

Forrester's Customer Insights

New legislation just passed in the US House of Representatives signals that TikTok regulation is coming. The core argument made by US lawmakers centers around US user data making its way into the hands of the Chinese government. There’s another issue at hand, however: TikTok’s influence over young US voters.

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How Beauty Brands Can Bolster Their Website To Boost Their DTC Business

Forrester's Customer Insights

We reviewed 26 beauty brand websites to compare their direct-to-consumer strength and glean best practices for long-term success.

Brands 26