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Top 5 Customer Service & CX Articles for Week of February 19, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

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Will AI Render the Human Call Center Agent Obsolete?

CCNG

Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. Not only that, but recent advancements like Generative AI and ChatGPT have emerged as powerful solutions for customer service. Think HAL, the sentient computer from "2001: A Space Odyssey.”)

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Customer Support Outsourcing Philippines: Cynergy BPO – Revolutionizing Tech-Driven Customer Experience

CSM Magazine

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

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Amazing Business Radio: Anthony Goonetilleke

ShepHyken

Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service. Do you want to embrace technology and provide your customers a better experience? First Up: Shep Hyken’s opening comments focus on how companies are currently incorporating artificial intelligence into their customer experience.

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Five9 Analyst Summit - My Quick Take

Jon Arnold

The CCaaS market sure is messy right now - as is the broader customer service/CX space - and for that tangent, I’ll steer you to my latest No Jitter post which came out earlier this week. You might be surprised to know that Five9 started in 2001, so this isn’t exactly a startup with wheels or a unicorn with hardly any revenues.

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Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Similar to email in 2001, Facebook and Twitter were taking off and consumers were growing tired of the unfriendly phone systems that made it impossible to speak with an actual person.

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Comparing Perceived Value Drivers For Employees and Customers

Beyond Philosophy

In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms. When they get to d escriptions of Murphy, however, the perceptions turn to sharply negative.