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?
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.
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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.
CSM Magazine
DECEMBER 23, 2024
Customer support can make or break the gaming experience, especially for new players navigating online casinos for the first time. Whether a player seeks clarification on bonuses, needs help claiming free spins, or has questions about RTP (Return to Player) percentages, effective customer support ensures they feel valued and understood. Below, well explore best practices in casino customer support to win over new players while emphasizing trust, transparency, and efficiency.
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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.
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.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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.
Think Customers
DECEMBER 19, 2024
This article was originally published in the Customer Strategist Journal. Read the issue here. The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. Thats always been the case but as we head into 2025, things feel different. Now that AI has fully made the leap from theoretical buzzword to a cornerstone of contact center operations and brands are seeing its benefits firsthand, the year ahead is poised to be tr
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
BirdEye
DECEMBER 19, 2024
Today, marketing teams face a critical challenge: delivering personalized customer experiences while managing increasingly complex digital marketing plans. While many businesses invest in artificial intelligence technologies, most struggle to implement them effectively. The gap isn’t in technologyit’s in strategic implementation. Artificial intelligence (AI) is a business multiplier, enabling companies to process millions of data points instantly and make real-time decisions that dri
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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.
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.
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.
CSM Magazine
DECEMBER 19, 2024
Prosper, a financial services company, has selected NICE to support its customer experience transformation efforts. The company plans to use NICE’s CXone Mpower platform which includes tools like SmartReach, Enlighten AI and Workforce Management. By tapping into NICE’s AI capabilities, Prosper aims to boost customer satisfaction, enhance agent performance, and improve overall business operations.
Optimove
DECEMBER 19, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Retail marketers can learn that leveraging personalized, data-driven marketing maximizes engagement, new customer acquisition, and significantly boosts sales during these critical periods. Key takeaways: 109% increase in unique customers targeted during Black Friday/Cyber Monday week delivers 300%+ growth in total customers, new customer acquisition, orders, and sales.
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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ChurnZero
DECEMBER 19, 2024
They’re creative, data-driven, customer-centric, innovative, and impactful. Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, a
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.
BirdEye
DECEMBER 20, 2024
Today, a brands success is increasingly tied to its online reputation. Businesses that actively monitor and manage their online reputation gain a significant competitive advantage by building customer trust and ensuring positive sentiment in the digital space. After all, thats the first thing potential customers check before they decide to work with you.
CSM Magazine
DECEMBER 20, 2024
Salesforce has announced Agentforce 2.0: the newest version of Agentforce , the first digital labor platform for enterprises a complete A I system for augmenting teams with trusted, autonomous AI agents in the flow of work. This release introduces a new library of pre-built skills and workflow integrations for rapid customization, the ability to deploy Agentforce in Slack, and advancements in agentic reasoning and retrieval augmented generation (RAG).
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.
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
The DiJulius Group
DECEMBER 19, 2024
Todays episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders. Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book,The.
Blueshift
DECEMBER 22, 2024
As the new year quickly approaches, personal finance institutions face unique challenges in reaching their customers with engaging and relevant messages. Audiences often consist of diverse demographics with varying needsfrom debt consolidation to retirement planningmaking it difficult to deliver campaigns that resonate universally. Traditional advertising methods that deliver generic messaging to mass audiences often fail to achieve meaningful customer engagement and optimize marketing spend.
Brad Cleveland Blog
DECEMBER 20, 2024
As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? … Continue reading → The post Effective Customer Service Strategies: 4 Key Factors appeared first on Brad Cleveland.
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
CSM Magazine
DECEMBER 20, 2024
Twilio has introduced ConversationRelay, a voice AI platform that simplifies voice AI development by managing technical complexities and enabling natural, scalable voice interactions. ConversationRelay integrates seamlessly with existing Large Language Models (LLMs) to support human-like conversational pacing, Speech-to-Text (STT), and Text-to-Speech (TTS) capabilities.
Optimove
DECEMBER 20, 2024
See the difference control groups make in this guide Download Now Why it Matters: The U.S. sports betting market is booming, with millions of new players joining the action each year. Yet, a critical challenge remains: converting single-product players into multi-product users. Multi-product customers are generally more attractive due to their higher engagement, loyalty, and contribution to revenue growth.
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.
IntouchInsight
DECEMBER 19, 2024
As 2024 comes to a close, its clear that this year brought significant changes to the restaurant and convenience store industries. From innovative technology to strategic shifts, brands have been redefining how they connect with their customers. Whether it was fast-food chains reinventing the drive-thru experience or convenience stores evolving to compete with restaurants, one thing stood out: a relentless focus on meeting customers where they areand where theyre headed.
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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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