Sat.Nov 16, 2024 - Fri.Nov 22, 2024

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The Power of Customer Behavior Analysis

InMoment XI

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.

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How To Start Using AI-Powered Sentiment Analysis

Thematic

AI sentiment analysis helps you decode the human emotion in text. It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions.

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The Symbiosis of Algorithms, CX and Experimentation: Redefining Tech and Biotech B2B Design

eglobalis

The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.

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[Experience Action Podcast] Mission and Vision in CX Strategy

Experience Investigators by 360Connext

If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies.

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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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How customer feedback improves user experience and boosts customer satisfaction 

Happy or Not

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. When companies actively collect, analyze, and act on feedback, they can understand their customers’ needs better, solve pain points, and increase loyalty. Let’s explore how collecting customer feedback through surveys, kiosks, online reviews, or direct conversations can transform the user experience and help with

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Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.

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Top 5 Customer Service & CX Articles for Week of November 18, 2024

ShepHyken

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. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.

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Understanding the Rapidly Evolving Landscape of Conversational AI Solutions with Interactions

Interactions

The Conversational AI (CAI) landscape is transforming at lightning speed, driven by advancements in Generative AI (GenAI) and large language models (LLMs). As enterprises seek new ways to automate processes, enhance customer interactions, and optimize employee productivity, conversational AI solutions have become essential to achieving these goals. However, in a crowded and competitive market, finding the right CAI partner that aligns with your organization’s objectives can be challenging.

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Voice of Customer Analysis to Improve Customer Loyalty and Retention

InMoment XI

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty.

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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 Empathy Edge: Humanizing Customer Interactions in a Digital World

Win the Customer

In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

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To Raise the Quality of Your CX, Start With Your Communications Infrastructure

CSM Magazine

A fresh wave of enterprise-grade tools are helping businesses keep customers happy. Scott Yelton, senior director of product development for Windstream Enterprise, takes a closer look. Not long ago, analysts at PwC provided their simple formula for businesses to grow revenue and build loyalty with customers: “ Experience is everything. Get it right. ” While they may understand that formula, plenty of companies across a broad range of industries don’t appear to be following it.

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12 best social media AI tools: Find the right one for you

BirdEye

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week. This guide breaks down the essential AI tools you need and shows you exactly how to use them.

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Addressing AI Hallucinations for Improved Business Performance

InMoment XI

Think about the last time you asked ChatGPT a fairly simple question but got an unexpected response. Perhaps it provided a factually incorrect statement or just misunderstood your prompt. The result is described as a “hallucination”, a growing concern for businesses using AI systems. What is an AI hallucination? An AI hallucination occurs when an AI system produces false or misleading results as facts.

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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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How to Improve Customer Service: Quick Wins and Long-Term Strategies

InteractionMetrics

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when their issues are resolved quickly, yet over half will abandon companies that fail to anticipate their needs. This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track.

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Top 7 Customer Service Tips for Loan Providers

CSM Magazine

In today’s fiercely competitive market, loan providers that go beyond mere transactions to build genuine connections with their clients will soar above the rest. Picture yourself stepping into a loan provider’s office with a mix of hope and apprehension. You’re on a quest to fulfill a dream—perhaps buying your first home or expanding your small business.

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How to get Customers to Want to Leave Reviews Copy

ShepHyken

Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. How much can bad customer service cost your business? It could cost you your business. Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else. The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.

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AI in property management: How GenAI is transforming the future of operations

BirdEye

Managing multiple properties comes with unique challenges – coordinating maintenance across locations and ensuring consistent tenant satisfaction. As tenant expectations evolve and property portfolios grow, traditional management methods often fall short. Artificial Intelligence (AI) revolutionizes how property managers handle these daily complexities.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Top 15 Qualtrics Competitors & Alternatives of 2025

SurveySensum

As one of the pioneers in the customer feedback platform industry, Qualtrics is renowned for its robustness and wide-ranging capabilities, making it an excellent choice for enterprise-level companies. It is an ideal choice for businesses with large numbers of employees, access to seasoned CX professionals, and a huge budget to spend. Because Qualtrics services are on the pricier side and can be a bit much for beginners with its advanced features and expensive budget.

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How to Use Customer Interaction Management Software to Increase Retention

CSM Magazine

In today’s business environment, where competition is fierce, and customer loyalty is key to success as much as attracting new clients, Customer Interaction Management (CIM) software plays a vital role in achieving this goal by improving communication and enhancing the overall customer experience to build loyalty and retain customers effectively.

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Taking the Job Personally  

ShepHyken

Im always impressed when someone truly loves their job and does more than expected. And thats exactly what happened on a recent cross-country American Airlines flight. Heres what happened: I fell asleep shortly after takeoff, and the meal service was over by the time I woke up.My very friendly flight attendant informed me that the hot meal wouldnt taste very good after being cooked for so long and that they were out of the cold meals.

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8 Tips for Sportsbooks to Leverage Super Bowl Bettors

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: This blog will help sports betting operators uncover data-driven strategies to identify high-value players during the Super Bowl, the biggest betting event of the year. It provides actionable tips on how to engage new bettors, keep them active beyond the game, and maximize long-term player value.

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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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Demystifying the Implementation Journey: How Gainsight Makes Customer Success Simple

Gainsight

When it comes to implementing a new Customer Success (CS) framework, we often hear the same concerns: “It’s going to be too complex,” or “How can we ensure everything goes smoothly?” At Gainsight, we recognize that these fears are common among organizations looking to enhance their customer engagement. The thought of implementing a new system can feel daunting.

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How Can Realistic AI Voices Transform Communication?

CSM Magazine

In business, communication is everything. Think we’re exaggerating? Think again: according to a Zendesk study , 97% of respondents said that bad customer service changed their buying behavior. The same study found that excellent customer service requires a wide range of channels, including email, phone, live chat, and social media. Indeed, the way you communicate – whether that’s with clients, customers, or even your own team – can make or break your message.

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How to streamline online reputation management in Australia? – The complete guide 

BirdEye

How well you manage your online reputation directly ties into how successful and competitive your business is. Consumers research businesses online before booking an appointment or purchasing a product – what they see here greatly matters. However, online reputation management in Australia can be challenging, especially for multi-location businesses.

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How AI-Orchestrated Gamification Is Changing the Game in iGaming

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: Successful iGaming brands craft moments of excitement that go beyond bonuses. While gamification alone promises to deliver this, the magic happens when game-like elements meet AI solutions to create highly personalized, dynamic, and unforgettable experiences for each player. This isn’t about adding game elements—it’s about delivering the right ones to the right players at the perfect moment.

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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.