Mon.Oct 28, 2024

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Voice AI: A Key Component of Agentic AI

TechSee

Voice AI is rapidly becoming a powerful tool for scaling up and automating customer service, sales, and overall customer experience (CX). While this technology shows incredible promise, it should be integrated into a wider strategic conversation. Voice AI works best when combined with Visual AI and text-based AI, like large language models (LLMs), and action-oriented Agentic AI , as part of a broader multimodal AI automation strategy.

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How to Make Your Customers Be Great at Customer Service

The DiJulius Group

This Marketing and Sales Consulting Company Created A CX Certification Program for their Customers Technology Marketing Toolkit (TMT) works with IT service companies that are managed service providers (MSPs). Over the last 20 years, TMT has experienced enormous growth. Nothing can ruin a company’s customer experience faster than rapid growth. CEO & Founder of TMT, Read Full Article The post How to Make Your Customers Be Great at Customer Service appeared first on The DiJulius Group.

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Redefining the Contact Center with Jonathan Rosenberg

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait?

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Stay Interviews: The Key to Retaining Top Talent Before It’s Too Late

Retently

Table of contents Key Takeaways What are Stay Interviews? Key Benefits of Stay Interviews Stay Interviews Questions: Uncovering What Really Matters How to Implement Effective Stay Interviews Measuring the Effectiveness of Stay Interviews: Key Metrics and Data Collection Strategies Collecting and Analyzing Stay Interview Data Unlocking the Full Potential of Stay Interviews When you’re sitting down for an exit interview, it’s usually too late to change someone’s mind about leaving.

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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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The Loyalty Equation: NPS KPI as Your Key to Business Success

SurveySensum

NPS is a legend in the world of CX KPIs. Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. In fact, according to research from the London School of Economics, a 7% increase in NPS is predicted to result in a 1% increase in revenue.

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What is Likert Scale: Types, Examples, Applications & Best Practices

Zonka Feedback

Stuck with flat feedback? The Likert Scale goes beyond surface-level responses, capturing a wide spectrum of customer sentiment across every category. With its ability to reveal nuanced, actionable insights, the Likert Scale, through the use of a Likert scale survey question, uncovers what truly drives satisfaction or frustration—making it an essential tool for CX leaders aiming to elevate their customer experience strategy.

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Are You Ready for Contact Center AI? 3 Key Questions for AI Success

Upstream Works

Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 Key Questions for AI Success appeared first on Upstream Works.

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How to Post on Multiple Social Media Platforms at Once

Brandwatch CX

Learn how to effectively post to all social media channels at once. Discover techniques to save time and boost brand visibility.

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B2B Go-To-Market Budgets Will Continue To Be Tight In 2025: Here’s What Marketing And Sales Operations Leaders Need To Do About It

Forrester's Customer Insights

Facing tight budgets in 2025, here are the main areas where B2B revenue, marketing, and sales leaders should prioritize their investments.

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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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Optimove Named the Visionary Leader in Gartner’s 2024 Magic Quadrant for Multichannel Marketing Hubs 

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Gartner results validate that Optimove is the visionary leader in building solutions to empower marketers to deliver highly personalized and relevant multichannel customer journeys. As consumer expectations for tailored experiences continue to grow, Optimove provides marketers with the tools to meet these demands while optimizing campaigns for engagement and revenue.

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Red Flags Revealed: Navigating the Path to B2B Operational Excellence

Forrester's Customer Insights

This blog explores the importance of effective process management in B2B organizations, highlighting common challenges and providing strategies to achieve operational excellence through the mitigation of six red flags. The full report offers a comprehensive analysis, detailed breakdowns, and actionable insights for preventing these red flags to improve business outcomes.

B2B 29
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Embracing AIOps: Transforming IT Operations In The Digital Age

Forrester's Customer Insights

AIOps is rapidly gaining traction across enterprises and industries. Learn how AIOps can enhance efficiency, reduce downtime, and drive innovation in this new blog series.

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ServiceNow Partners With Rimini Street To Offer AI Innovation To On-prem ERP Systems Worldwide

Forrester's Customer Insights

In a surprising turn of events for ERP customers globally, as part of its Q3 2024 financial results, ServiceNow announced a new expanded partnership with one of the most popular third-party software support providers, Rimini Street.

2024 26
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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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Predictions 2025: Global Flexing Of Regulatory Might Threatens Operational Stability In The Public Sector

Forrester's Customer Insights

Governments, fueled by populism, are now taking regulatory aim at the tech industry, which the public considers a source of disinformation and discord. But curbing the might of the tech giants is a challenge that will require governments to use new regulatory tactics.

2025 26
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Unified Commerce Is Not A Thing

Forrester's Customer Insights

Demystify the concept of 'unified commerce' in this Forrester blog by analysts Emily Pfeiffer and Lauren Cevallos.

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