Wed.Oct 23, 2024

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Customer Experience in Banking: A Guide to Improve Trust & Satisfaction

InMoment XI

It’s no longer enough for banks and credit unions to simply provide financial services. Customers expect to walk into a branch and want to immediately feel valued. From personalized services tailored to their needs to a welcoming space where they can do more than just deposit their checks. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.

Banking 195
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Ecommerce & Retail CX: Mapping the Buyer’s Journey with Surveys

Retently

The ecommerce industry has seen tremendous growth in recent years, with more and more businesses shifting online to sell their merchandise. Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. They seek a shopping experience that is seamless, personalized, and enjoyable – one that makes them feel valued and understood.

Retail 109
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The State of the Retail Contact Center: Where It’s At — and Where it Can Go

Interactions

The recent whirlwind of new opportunities and use cases fueled by more readily accessible AI can feel like a maelstrom. How do you ensure you’re directing your IT investments into the right initiatives, avoiding low-value or infeasible projects that don’t move the needle on your retail company’s strategic goals? NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper fr

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Mastering the Sales to CSM Handoff

Kapta Customer Success

The Importance of a Seamless Sales to CS Handoff The handoff from the sales team to the customer success team is a critical juncture in the customer journey. It represents the transition from the initial courtship and deal closing to the long-term partnership and value realization. A seamless handoff sets the tone for the entire customer experience and can make or break the relationship.

Sales 59
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State of AI in Sales & Marketing 2025

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

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Four Stages of Personalization are the Foundation for Generosity (Promotion) Optimization

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Personalization isn’t just a buzzword—it’s a necessity. As customer expectations for tailored experiences continue to rise, brands must find innovative ways to engage their audiences. One of the most effective strategies to boost customer engagement and increase Customer Lifetime Value (CLV) is through optimizing your levels of “generosity” (e.g. promotions, discounts, rewards).

More Trending

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NPS Score by Industry In 2024: What’s a Good NPS in Your Market?

SurveySensum

A good NPS score is all relative. The true value of NPS data comes from identifying trends, themes, etc, rather than evaluating each individual score. Therefore, rather than focusing on the universal number, it is imperative to compare NPS scores over time to gain a better understanding of your NPS program and identify recurring themes and pain points.

NPS 52
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Explore the Ethical Implications of Using AI in Customer Service

CSM Magazine

As businesses increasingly turn to AI for customer service, the ethical implications of this technology deserve careful examination. The integration of AI in customer service raises questions about transparency, accountability, and the potential for bias, affecting both the customer experience and trust in the brand. By exploring these issues, you can better understand how AI impacts the way customers interact with businesses.

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Predictions 2025: Tech Spending Will Surge, But Can AI Deliver On Its Promises For Insurance In 2025?

Forrester's Customer Insights

AI’s promise of transforming underwriting, claims, and customer experience remains untapped, and only a tiny fraction of insurers will harness its full potential by 2025. Tech-driven product innovation such as embedded insurance and usage-based insurance may yield faster results, but long-term AI gains remain on the horizon.

2025 52
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Baydale Transforms Stock Management Using BigChange Job Management System

CSM Magazine

Baydale Control Systems has taken control of its stock management using a BigChange 6-in-1 system. Specialising in electronic security and fire alarm systems, Baydale moved to the cloud-based solution to improve its client record management, provide visibility of mobile workforce and offer digital certification. Since implementing, BigChange has allowed Baydale to improve profitability by allocating routine jobs and ad-hoc call-outs 80 percent faster and boosting engineer productivity by 33 perc

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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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Zero-In 2024 Aims To Elevate Customer Success

Forrester's Customer Insights

Last week I attended the 4th annual ChurnZero conference, Zero-In (formerly Big RYG), in Washington, D.C., and the energy and inspiration are still resonating.

2024 26
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Optimove Recognized as “One to Watch” in Snowflake’s Modern Marketing Data Stack Report

Optimove

Optimove today announced that it has been recognized as one to watch in the Modern Marketing Data Stack 2025: How Leading Marketers Are Thriving In a World Redefined By AI, Privacy and Data Gravity executed and launched by Snowflake, the AI Data Cloud company. The post Optimove Recognized as “One to Watch” in Snowflake’s Modern Marketing Data Stack Report appeared first on Optimove.

2025 40
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Predictions 2025: Banks Must Innovate To Reverse The Double Whammy Of Declining CX And Profitability

Forrester's Customer Insights

Banks need to get ready for a major challenge in 2025: a simultaneous decline in customer experience and worsening profitability. But fear not, because there is a solution to this double whammy: innovation.

2025 26
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The future of dealmaking belongs to AI-infused firms

West Monroe

Imagine a private equity firm where AI is integrated into every part of the business, from finding deals to managing them after they close. What once sounded futuristic is quickly becoming a reality as traditional dealmaking evolves in a new era powered by AI. The good news? Any firm can start moving toward this AI-driven future with a change in mindset.

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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

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Predictions 2025: GenAI Reality Bites Back For Software Developers

Forrester's Customer Insights

AI assistants are only the beginning of the generative AI software development revolution. Find out what’s in store for software developers in our 2025 predictions for software development.

2025 61
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Q&A: Uncovering the Market Research Reality

2020 Research

The market research sector is experiencing a swift evolution due to technological innovations, changing consumer habits, and dynamic business demands. In this Q&A from our Sago Vision ’25 session, Uncovering the Market Research Reality: A Candid Discussion on the State of the Industry , we delve into important questions regarding the industry’s future.

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Predictions 2025: A Year Of Reckoning For Enterprise Application Vendors

Forrester's Customer Insights

After a challenging 2024, two themes will dominate the enterprise software market in 2025: trust and value. Learn more in our 2025 predictions for enterprise software.

2025 52
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Complete Evaluation of Australian Players’ Accessible Pokie Spins Casino

CSM Magazine

Australian punters find plenty of reasons to choose this casino at Pokie Spins. In this review, let’s take a detailed look at the main aspects that make it attractive. We will explore the variety of slot machines and live games, evaluate the generous bonuses and promotions, as well as the payment methods. We will pay special attention to licensing and security and customer support.

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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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Predictions 2025: GenAI, Citizen Developers, And Caution Influence Automation

Forrester's Customer Insights

The key to automation success in 2025 will be balancing AI innovation with the scale and reliability of traditional automation tools and methods. To help you strike that balance, here’s a preview of Forrester’s automation predictions for 2025.

2025 49
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Optimove joins forces with Captain Up and Gamanza for AI-orchestrated offering

Optimove

Optimove has secured partnerships with Captain Up and Gamanza Engage to launch a new gamification solution orchestrated by Artificial Intelligence. Leveraging its existing expertise in the AI field, Optimove will aim to use the technology to unlock the entire customer journey for igaming and sports betting providers in collaboration with Captain Up and Gamanza The post Optimove joins forces with Captain Up and Gamanza for AI-orchestrated offering appeared first on Optimove.

Sports 40
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The New Creative Stack: What Adobe MAX Reveals About Our Future

Forrester's Customer Insights

Adobe MAX 2024 announced several key developments that offer a window into creative work's future. Read the Forrester blog to learn about the opportunities creative teams have to step into a more satisfying, collaborative future.

2024 29
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Achieving Financial & Operational Performance Excellence with NetSuite EPM | Nov. 08

Circular Edge

Thankful for EPM: Achieving Financial & Operational Performance Excellence with NetSuite EPM Join live: Friday, November 8, 12pm Eastern Too many organizations struggle with too much data, too many reports, too many systems and too much complexity. Can you relate? NetSuite Enterprise Performance Management (EPM) offers a comprehensive suite of tools that enable organizations to transform data into actionable insights and integrate strategy, planning, budgeting, forecasting and reporting into

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Signal-Based Selling: How to Leverage 4 Key Buying Signals

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

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Lead A High-Performing Digital Team

Forrester's Customer Insights

Digital teams are primarily tasked with designing, delivering, and managing digital products or services, launching digital innovations, and developing the digital roadmap.

Roadmap 26
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Transform Financial & Operational Processes within the Legal Industry with Oracle Cloud EPM | Dec. 13

Circular Edge

Transform Financial & Operational Processes within the Legal Industry with Oracle Cloud EPM Join live: Friday, December 13, 12pm Eastern As year-end approaches, law firms must navigate the complexities of financial management, client billing, and operational efficiency to analyze finances and create budgets for the upcoming year- a complex process that spans multiple departments and business units.

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Predictions 2025: Payments Disruption Roars Ahead

Forrester's Customer Insights

It’s been quite a ride for payments in recent years. So what awaits us in 2025? More fits and starts, and significant disruptions to the status quo.

2025 26
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The Process of Filing a Car Accident Lawsuit: What You Need to Know

CSM Magazine

Car accidents are unfortunately all too common in our car-centric society. In 2023, there was not even a single deathless day on Texas roadways. This highlights the threat of a car accident around almost every turn. To stay ahead of the curve, having a car accident lawyer file a lawsuit can be beneficial. Speaking to a car wreck lawyer can bolster your case and ensure you get your due compensation.

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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.