Interactions
JULY 19, 2024
Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience. Long story short, there’s massive room for improvement.
Beyond Philosophy
JULY 19, 2024
You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.
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CSM Magazine
JULY 19, 2024
One powerful, yet often underutilized tool in the quest for understanding our customers is the Customer Advisory Board (CAB). But what exactly is a CAB, and does your business need one? Let’s explore. Understanding Customer Advisory Boards What is a Customer Advisory Board (CAB)? A Customer Advisory Board is a select group of customers who meet regularly with your company’s leadership to provide feedback on products, services, and overall strategy.
Doing CX Right
JULY 19, 2024
Learn how the Microsoft outage exposes the critical IT-CX connection and the necessity of seamless departmental collaboration. The post The IT-CX Connection: What the Global Microsoft Outage Teaches Us appeared first on Doing CX Right.
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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.
CSM Magazine
JULY 19, 2024
The potential of your contact center agents can significantly influence your business’s success. But how do you unlock this potential? In this article, we’ll explore practical strategies to empower your agents, enhance their performance, and ultimately drive customer loyalty. 1. Invest in Comprehensive Training Initial Training : From day one, provide thorough onboarding that covers not only the technical aspects of the job but also the company’s culture, values, and goals.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
JULY 19, 2024
Sinch, a global leader in Customer Communications Cloud, has launched its new customer engagement tool, Sinch AI. Today’s businesses can count on cutting-edge technology to craft conversations that drive real results. These aren’t just any conversations – they’re intelligent, secure, and efficient. These exceptional conversational experiences are supercharged by the latest advancements in AI and Sinch’s mission is to allow its customers to create conversational expe
Clarivate
JULY 19, 2024
The Unitary Patent Court (UPC) has emerged as a new force in the global patent landscape. For the first time, it offers a means to enforce patents across 17 European states, creating an environment capable of rivaling other major global patent jurisdictions. The UPC aims to deliver highly effective relief to plaintiffs in terms of speed-to-decision, proportionality and cost.
CSM Magazine
JULY 19, 2024
CallRail, the AI-powered lead intelligence platform, has announced the arrival of a new product, Convert Assist. With Convert Assist, the way small and medium-sized businesses approach lead conversions is about to get a reboot. By merging generative and conversational AI, they’ll be able to bridge the gap between connection and conversion like never before.
Forrester's Customer Insights
JULY 19, 2024
What We Know – And What To Do Now Technology leaders woke up to find that a software update by cybersecurity vendor CrowdStrike had gone badly wrong and disrupted major systems at organizations across both countries.
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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.
CSM Magazine
JULY 19, 2024
The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. The outage has led to widespread disruptions, including grounding flights, knocking banks offline, and affecting media broadcasts. Customer service teams relying on Microsoft 365 services have faced challenges in accessing essential tools and data, leading to delays and decreased efficiency in handling customer inquiries.
SurveySensum
JULY 19, 2024
If you are focused on creating the best customer experience you know the importance of gathering authentic customer feedback and how it is important for taking the right action. However, the integrity of this feedback is highly dependent on your survey design. How? A poorly crafted survey with biased questions becomes a liability as it can lead to biased responses, misinterpretation of data, and ultimately leads to misguided business decisions.
Upwave
JULY 19, 2024
AI Campaign Insights Reports: Downloadable Slides It’s now easier for you to augment AI Campaign Insights Reports with the content you want. Create Brand Outcomes tables in Upwave’s platform, download them as fully editable PPT slides, and copy them right into AI Campaign Insights Reports using PowerPoint. Brand Outcomes table slides are easy for you to annotate with your findings, yet formatted in a consistent layout that fits into the reports.
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