Blueshift

APRIL 22, 2024

Imagine strolling into your favorite café, where the barista greets you by name and knows your usual order before you even place it. That personalized touch makes you feel valued and understood, fostering a sense of loyalty that keeps you coming back. Now, envision experiencing that same level of attentiveness and personalization on a website—a virtual space that knows your preferences and anticipates your needs before you even click a button.

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TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.

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ShepHyken

APRIL 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. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization.

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TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.

Innovation 109

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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.

2024

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effective

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SurveySensum

APRIL 22, 2024

In the current age of the cybersecurity world, revenue in the Cybersecurity market is projected to reach US$183.10bn in 2024. Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. Cybersecurity plays an important role in building and sustaining this trust. It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era.

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CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. The Future of Customer Service in Online Gambling: Trends to Watch The online gambling industry has experienced exponential growth over the last decade, driven by technological advancements and an increasing number of digital users.

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Kapta Customer Success

APRIL 22, 2024

Learn why doing more with less is a losing proposition and how your account management team can help your organization win big in economically challenging times.

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Management 2024 Customer Engagement Engagement 59

West Monroe

APRIL 22, 2024

Payer organizations are facing daunting challenges: rising costs, labor shortages, and heightened member demands for digital services. But success demands more than technological adoption—it requires a fundamental shift in mindset toward prioritization, stakeholder engagement, and seamless integration of digital assets throughout member and provider journeys.

Healthcare 52

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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.

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Gainsight

APRIL 22, 2024

Building an effective customer community should be based on what your customers want rather than solely on your business needs. While business impact should be measured within any customer community, you can really only ensure its long-term success if your customers are the ones in the driver’s seat. We brought together some of the best minds like Nisha Baxi , Head of Digital Customer Success and Community at Gong, Allison Able , Director of Community at Automation Everywhere, and Juan Del

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2024 Metrics Customer Relationships Customers 52

West Monroe

APRIL 22, 2024

What do an English Premier League football club and recent global M&A trends have in common? Both share common ground in their evolution, focusing on key facets such as balancing global vs. regional strategies, strategic resourcing, and investment in value creation initiatives. By focusing on these areas, Brighton & Hove Albion F.C, a club based in the South Coast of England, has not only successfully qualified for prestigious European knock-out tournaments but has also generated profits

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Magellan Solutions

APRIL 22, 2024

In the digital age, a safe online community is very important. One way to do this is content moderation. This assures that user-generated content (UGC) meets guidelines and sets community standards. This article will delve deeper into content moderation, the types of content moderation, the tools used in the process, and everyday challenges. We will also include some advice from Magellan Solutions experts, who will, in one way or another, seek to expound on the meanings of content moderation in

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West Monroe

APRIL 22, 2024

Payer organizations are facing daunting challenges: rising costs, labor shortages, and heightened member demands for digital services. But success demands more than technological adoption—it requires a fundamental shift in mindset toward prioritization, stakeholder engagement, and seamless integration of digital assets throughout member and provider journeys.

Healthcare 52

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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.

2024

Northridge Group

APRIL 22, 2024

In Part 3: Leslie O'Flahaven talks about how AI will impact how agents communicate with customers and the impact it will have on CX scores. The post People, Process & Technology and the Intersection of AI: Part 3 first appeared on Northridge Group.

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Help Scout

APRIL 22, 2024

Discover how to boost customer satisfaction with tips on personalization, CSAT surveys, and proactive engagement.

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Customer Satisfaction Article Customers Engagement 45

West Monroe

APRIL 22, 2024

Payer organizations are facing daunting challenges: rising costs, labor shortages, and heightened member demands for digital services. But success demands more than technological adoption—it requires a fundamental shift in mindset toward prioritization, stakeholder engagement, and seamless integration of digital assets throughout member and provider journeys.

Healthcare 40

Healthcare Download ROI Technology 40

Uplight

APRIL 22, 2024

At Uplight, we believe in the power of community and the importance of giving back. After all, our purpose is to create a more sustainable future using business as a force for good. That’s why we decided to contribute to GiveNKind, an organization dedicated to improving lives and protecting the environment by sustainably managing excess Read More The post Empowering Communities: Uplight’s Donation to GiveNKind appeared first on Uplight.

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Management 52

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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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Forrester's Customer Insights

APRIL 22, 2024

All the flashiest demos of generative AI show chatbots that can query the enterprise environment for just about anything imaginable. Want to know all the vulnerabilities you have? How many devices are unprotected on the network? Whether you’ve been hit with Scattered Spider in the last six months?

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CSM Magazine

APRIL 22, 2024

The music industry has witnessed a seismic shift with the advent of digital distribution. Gone are the days when record stores and physical albums were the primary channels for new releases. Today’s artists reach fans directly through streaming services and downloads, upending traditional models. This transformation isn’t just about convenience; it alters how customers engage with music, crafting experiences that are personal, immediate, and increasingly interactive.

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Forrester's Customer Insights

APRIL 22, 2024

Mit der Weiterentwicklung der Technologie entwickelt sich auch die Zukunft des Betriebs weiter. Fortschritte in der Verarbeitung natürlicher Sprache und Deep Learning werden KI-gesteuerte Abläufe und agiles Wissensmanagement noch intuitiver und menschenähnlicher machen.

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2020 Research

APRIL 22, 2024

Key Takeaways Voters in Pennsylvania are willing to give Robert F. Kennedy Jr. a chance All but one of the focus group participants have a negative view of Trump’s statement about abortion access being left up to the states When asked if Israel’s response to the Hamas attacks was justified, some respondents were unsure about their views of the situation In this Article Context for Pennsylvania Swing Voters Which Candidates Would Get Their Votes Opinions on Robert F.

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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!

Customer Experience

Forrester's Customer Insights

APRIL 22, 2024

Entdecken Sie die drei unterschiedlichen Arten, wie führende CIOs die Wachstumsagenda ihres Unternehmens vorantreiben (und wie sie generative KI nutzen).

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Forrester's Customer Insights

APRIL 22, 2024

Senator Maria Cantwell and Representative Cathy McMorris Rodgers introduced a new federal privacy bill last week.

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Consumers B2C Marketing Customers 34

Forrester's Customer Insights

APRIL 22, 2024

Sie haben von High-Performance-IT gehört. Erfahren Sie jetzt, wie der CISO und die Sicherheitsorganisation in dieses neue Technologiemodell passen.

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Forrester's Customer Insights

APRIL 22, 2024

Beim IT-Betrieb kommt es auf den Stil an: Zu langsam, und Ihr Unternehmen verpasst Marktchancen; zu schnell, und Sie transformieren Abläufe, die das Unternehmen nicht vollständig nutzen kann. Erfahren Sie, wie Sie durch die optimale Ausgewogenheit der IT-Funktionen eine leistungsstarke IT betreiben können – das Streben nach einer kontinuierlichen Verbesserung der Geschäftsergebnisse durch Technologie.

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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.

Customer Experience