Tue.Jan 16, 2024

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

ShepHyken

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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[Experience Action Podcast] What Influences All Leaders To Care About Customer Experience?

Experience Investigators by 360Connext

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.

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What Is Customer Experience & How Can You Manage It?

customer sure

Customer Experience (CX) is a broad term describing how customers interact with and feel about your business. With that in mind, Customer experience management is the process of interpreting, measuring and improving CX. Understanding customer experience is one thing, but knowing how to manage it is at the core of providing a better experience for your customers, no matter where they are on their journey.

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2024 State of Customer Education Report

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.

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CRM integration: A gateway to enhanced customer management

BirdEye

Imagine a bustling kitchen in a restaurant. The chefs are your sales team, the servers are your customer service representatives, and the diners are your clients. Now think: What if the chefs didn’t know what the diners ordered or the waiters weren’t aware of the day’s special? Chaos would ensue, with dissatisfied customers and a disorganized staff.

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Understanding Post Dial Delay for Seamless Calls

Cyara

Nobody likes delays, especially when they have a problem that requires urgent assistance. So what happens when a customer attempts to ring your organization, and they are impacted by post dial delay (PDD)?

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Customer-Driven Innovation: Using Feedback to Shape Product Development

SurveySensum

Looking to develop new products and kick your business up a notch ? Hold your horses; You better pay attention to your target market! Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative.

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Optimove 2023 Year-end Letter to Stakeholders 

Optimove

To the Stakeholders of Optimove: At Optimove, we have the job of ensuring that leading brands create deep, lasting relationships with their consumers. We are grateful for the enduring trust of these brands, many of which have been with us for more than a decade. In addition, we are honored by our partners, employees, and investors who have been instrumental in helping Optimove create the first Customer-Led Marketing Platform to uphold our promise: to unleash brands’ full potential so they can ga

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Customer-Driven Innovation: Using Feedback to Shape Product Development

SurveySensum

Looking to develop new products and kick your business up a notch ? Hold your horses; You better pay attention to your target market! Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Sabio Group Appoints Gabriel Rodriguez Seilhan as New Managing Director for Iberia

CSM Magazine

Gabrial Rodriguez Seilhan, Managing Director for Iberia Sabio Group , the global digital experience transformation services specialist, has announced the appointment of a new Managing Director for its Iberian operations. Gabrial Rodriguez Seilhan takes on the role four years after joining the company following the acquisition of Team Vision, where he served as General Manager.

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What are Intake Forms? Definition, Types and Examples

SurveySparrow

An Intake Form is a structured guide for businesses and organizations. It is like a secret code to unlock better services! A simple yet powerful document crafted to gain insights into your needs. But what’s its secret? How does it work? Let’s start with… What is an Intake Form? Think of it as a conversation starter. It’s a set of questions designed to understand your needs, preferences, and details.

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Key strategies for exit readiness in a dynamic M&A landscape

West Monroe

Acquisition due diligence processes have become increasingly complex and time-consuming in today’s M&A landscape. From limited resources and competitive pressure to understanding the preferences of strategic buyers, dealmakers face a myriad of challenges. We will explore the key obstacles in the diligence process and provide insights for successfully navigating them.

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Quick Workouts, Big Impact: Energize Your Team in Minutes

CSM Magazine

Keeping your team engaged and motivated in this fast-paced world can be a real challenge. Long hours and sedentary work environments often stress and tire employees. However, there is an effective solution – incorporating workouts into the workday. These short bursts of activity not only improve overall physical health but also significantly impact well-being, productivity, and teamwork.

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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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Overcoming UXR's "Wet Blanket" Reputation in the Age of GenAI

dscout People Nerds

User researchers are often unfairly pinned as being sticks in the mud. How can we evolve our roles in the fast-moving world of AI developments?

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Email Creative Services Evolves With the Introduction of Drag and Drop Templates

Braze

Are you ready to supercharge your email marketing operations and increase efficiency across teams and technology to get into customer inboxes faster? Look no further than Braze Email Creative Services!

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IDC Marketscape Honors Uplight’s Achievement, Wrapping Up 2023

Uplight

While renewable energy supply is a part of the decarbonization equation, the volatility of renewable supply means we must also think about better managing energy demand. For utilities to meet their ambitious decarbonization goals, they need to bring energy customers along for the ride by helping them radically rethink how they use energy. Uplight has Read More The post IDC Marketscape Honors Uplight’s Achievement, Wrapping Up 2023 appeared first on Uplight.

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High-Performance IT Continuously Improves Business Results Through Great Technology

Forrester's Customer Insights

Learn how to improve business performance by aligning the three core principles of the high-performance IT model with one of the four IT styles.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Survey Email Templates & Examples: Revolutionize Feedback Collection

Zonka Feedback

Creating surveys from scratch can be a tedious task. Are you tired of sifting through mediocre responses? Do you wish to receive valuable feedback without the hassle?

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Art Offers An AI Reality Check For Martech

Forrester's Customer Insights

Hanging prominently in the Museum of Modern Art (MoMA) in New York City is a giant infographic that explores the physical, technical, and social components of modern artificial intelligence.

2018 40
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Behind Every Customer Success, There’s Ops: The Untold Story!

SmartKarrot

Greetings, esteemed readers! As a seasoned professional with a background spanning various industries, I’ve witnessed the transformative power of operational efficiency, especially in the realm of software and technology. Today, I’m thrilled to shed light on a crucial but often overlooked aspect of customer success – the role of operations.

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Announcing The Continuous Automation Testing Services Providers, 2023 Landscape

Forrester's Customer Insights

Continuous Automation Testing: Now More Essential Than Ever The testing services market is significant and over four times larger than the market for testing products. Our estimation puts it at over $23 billion, showing growth from $21 billion in 2019, with a conservative annual growth rate of 2.5%.

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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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Measuring & Demonstrating Customer Success Impact

SmartKarrot

As someone who has traversed the realms of both Customer Success and Marketing, I find myself uniquely positioned to shed light on the intricate interplay between customer success matrices and overall business strategy. In a landscape dominated by technical nuances and highly educated users, understanding the impact of these matrices becomes paramount.

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Global Tech Spend Will Grow 5.3% In 2024

Forrester's Customer Insights

Tech spend will grow in 2024 by 5.3%, driven especially by the Asia Pacific market, software, generative AI, and green and digital innovation.

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Measuring & Demonstrating Customer Success Impact

SmartKarrot

As someone who has traversed the realms of both Customer Success and Marketing, I find myself uniquely positioned to shed light on the intricate interplay between customer success matrices and overall business strategy. In a landscape dominated by technical nuances and highly educated users, understanding the impact of these matrices becomes paramount.

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Architects: Jump In To Generative AI

Forrester's Customer Insights

Generative AI (genAI) has become a boardroom topic, but the market has focused almost exclusively on large language models. The future of genAI is much bigger than question-and-answer-style chat. Architects must get involved, helping their organization understand its potential and the building blocks needed for a dizzying array of genAI-powered applications.

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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.