Fri.Jan 24, 2025

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Lesson #7 Revisited: CX Is Not the Same as Customer Service—AI Is Transforming Both

PeopleMetrics

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. But they often are thought of as the same. CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support.

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Secure a generative AI assistant with OWASP Top 10 mitigation

AWS Machine Learning

A common use case with generative AI that we usually see customers evaluate for a production use case is a generative AI-powered assistant. However, before it can be deployed, there is the typical production readiness assessment that includes concerns such as understanding the security posture, monitoring and logging, cost tracking, resilience, and more.

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Why Every Entrepreneur Needs a Solid Grasp of Business Analytics

Joe Rawlinson

In todays fast-paced business landscape, entrepreneurs must make decisions quickly and accurately to stay ahead of their competition. However, many entrepreneurs rely on intuition rather than leveraging dataa costly mistake in a data-rich era. Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability.

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Security best practices to consider while fine-tuning models in Amazon Bedrock

AWS Machine Learning

Amazon Bedrock has emerged as the preferred choice for tens of thousands of customers seeking to build their generative AI strategy. It offers a straightforward, fast, and secure way to develop advanced generative AI applications and experiences to drive innovation. With the comprehensive capabilities of Amazon Bedrock, you have access to a diverse range of high-performing foundation models (FMs), empowering you to select the most suitable option for your specific needs, customize the model priv

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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A Guide to Customer Communication Management

Joe Rawlinson

A key aspect of business is managing how companies talk to their customers. Businesses everywhere now understand that keeping their customer interactions consistent, personalized, and in line with regulations is essential for doing well. To put it simply, a customer communication management (CCM) system covers all the strategies, procedures, and technologies used to create a connection between a company or business and the people who buy from them.

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The Ultimate Guide to Contact Center Quality Monitoring: Best Practices & Technologies

Outsource Consultants

Contact center quality monitoring evaluates agent performance using call recordings, KPIs, and AI analytics to improve customer service quality. This blog post explores the key components, best practices, and cutting-edge technologies that drive effective quality monitoring in contact centers. You’ll gain actionable insights to enhance your quality assurance processes and achieve outstanding results.

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EUR/USD Volatility Statistics and Conditions for Day Trading

CSM Magazine

Volatility of EUR/USD The euro vs the US dollar is represented by the EUR/USD currency pair, which is the most traded on the Forex market. It is a favorite among day traders due to its high trading volume, tight spreads, and liquidity. However, success depends on knowing its volatility statistics and the circumstances that make day trading lucrative.

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Call Center Quality Assurance Software

Balto

In todays customer-driven landscape, every call matters. A single bad interaction can damage customer trust, while a well-handled call can create lifelong loyalty. Call center quality assurance software ensures your call center agents deliver the best possible experience on every call. With tools like real-time monitoring, AI-driven guidance, and automated QA scoring , these platforms empower your team to be faster, smarter, and more effective, all while improving compliance and customer satisfa

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Why Operational Efficiency Matters for Service Success

CSM Magazine

Operational efficiency is not merely about cost reduction but ensuring everything works smoothly together. This smooth operation enables the business to cope with its challenges, serve customers on time, and stay competitive. A strategic backend operation can open new avenues for success for businesses. To ensure operational functionality, pain points must be identified and eliminated, which helps to curb downtime and boost productivity.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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6 Biggest Costs of Disconnected Contact Center Management | AmplifAI

Amplifai Coaching Category

Discover how unified contact center management boosts efficiency, engagement, and retention. Learn actionable strategies for overcoming fragmented systems and unlocking team potential with AI-driven solutions.

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ICANIWILL Cuts Delivery-related Customer Queries 50% with nShift

CSM Magazine

In less than a year, the fastest-growing sportswear brand in Northern Europe has saved 12,000 in customer service costs and massively improved the CTR on communications. Swedish sportswear company, ICANIWILL (ICIW) is one of the fastest-growing sportswear brands in northern Europe. A result not only of an outstanding product range, but in huge improvements made to the post-purchase customer experience after partnering with nShift, the global leader in delivery and experience management.

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Government Contact Center for Central and Local Government: 6 Ways to Boost Citizen Engagement

Enghouse Interactive

37% of citizens are dissatisfied with government customer service. Improve your Government Contact Centers CX delivery with inclusive, accessible and responsive communications.

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How High-Risk Payment Solutions Can Improve Customer Retention

CSM Magazine

Although payment processors for high-risk businesses have many applications, the main aspect people tend to focus on is their security and fraud prevention from the point of view of the high-risk businesses themselves. This is a perfectly valid perspective, as high-risk businesses do need safe payment processors. However, the right payment solution offers much more than security to businesses in high-risk industries.

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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Leading with Integrity in ESG

24-7 InTouch

At IntouchCX, transparency, accountability and ethical conduct are more than just principlesthey are the cornerstones of our commitment to exceptional governance. As a global leader, we recognize that embedding ethical practices into our operations is essential to driving meaningful change, fostering trust and delivering long-term value. These principles underpin our Environmental, Social and Governance (ESG) strategies, ensuring our impact is both purposeful and sustainable.

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CANIWILL Cuts Delivery-related Customer Queries 50% with nShift

CSM Magazine

In less than a year, the fastest-growing sportswear brand in Northern Europe has saved 12,000 in customer service costs and massively improved the CTR on communications. Swedish sportswear company, ICANIWILL (ICIW) is one of the fastest-growing sportswear brands in northern Europe. A result not only of an outstanding product range, but in huge improvements made to the post-purchase customer experience after partnering with nShift, the global leader in delivery and experience management.

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8 Essential Features of a Customer-Centric Casino Platform

CSM Magazine

Players have more online casino options than ever. To stand out, platforms need to focus on creating a customer-first experience that prioritises convenience, trust, and engagement. Its not just about offering games anymore. Success depends on how well casinos cater to player expectations through thoughtful features and smooth interactions. From secure transactions to intuitive design, every detail matters in building loyalty.