The State of Personalization on the Path to CX Leadership, with Omer Minkara, VP & Principal Analyst, Aberdeen

10 min • 11 juni 2021

Learn how personalization programs have changed over the past decade, and how modern CX leaders use personalization as a competitive advantage.

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The State of Personalization on the Path to CX Leadership, with Omer Minkara, VP & Principal Analyst, Aberdeen

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How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?

Driving Growth Through Exceptional Customer Experiences

How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives

AI’s Impact on Agent Performance and Satisfaction

Balancing Efficiency With Empathy in Customer Experience

The Importance of Customer Feedback for Business Growth

How Do CX Leaders Accelerate Decision Velocity With AI?

Innovation in the Ever-Evolving Landscape of CX

Generative AI: Empowering Employees and Managers To Be More Engaged

Mastering the Customer Journey: From Experience to Advocacy

Unlocking the Transformative Power of AI in Customer Experience

The Correlation Between Customer Satisfaction and Profitability

Leveraging Digital Channels in Today’s Ever-Evolving Workspace

Making CX Simple With a Structured Approach

WEM Innovations To Improve Agent Engagement

Increase Customer Engagement With Self-Service and Knowledge Management

Key CX Areas Where Companies Should Be Investing

Generating Empathy With AI in Contact Centers

It’s Time To Give Customers What They Deserve

How AI Accelerates Self-Service Success

Voice of the Customer as a CX Engine

Detecting Fraud Through Agent Training and AI Tools

Using Customer Science for Best CX Outcomes

Converging and Diverging: Customer Experience & Customer Success

Doing More With Less in the Contact Center

Improving the Relevance of AI for CX

Reimagining Experience Ecosystems

The CX Leader as a Change Agent

The Powerful Combination of AI and Human Capability

AI in the Contact Center

The Science Behind Customer Behavior

The Importance of Digital Empathy

Satisfying The Customer's Need For Speed with Expert and Author Jay Baer

The Intelligence Powering Smart Intelligent Virtual Assistant (IVA) with Beth Schultz of Metrigy

The Future of CX Lies in Science

Renaissance of Contact Centers with Oru Mohiuddin at IDC

Creating a Low-Effort Experience To Optimize Loyalty

AI Machine Learning Fuels the Future

Digital Centric Approach to Agent Experience

Helping Humans Be Heroes in the Age of Automation

The Ultimate Purpose of WFM

Bonus Episode: Key Takeaways from EP18 with our host, Amelia Rose Earhart

Bonus Episode: Key Takeaways from EP15 with our host, Amelia Rose Earhart

Bonus Episode: Key Takeaways from EP21 with our Host, Amelia Rose Earhart

Pushing Boundaries with Advanced Automation Technologies

Providing Proactive CX

Secrets of the Data Rich and Savvy

What’s next for conversational AI?

Journey Orchestration: How Does It Fit into a Company's CX Strategy?

Successful Agents Yield Happy Customers

AI in Action: Making it Real in Contact Centers

Increase Customer Loyalty with Customer Journey Mapping

Make Chatbots Smart to Improve CX

Building Blocks to Boost Agent Retention & Performance

What should you expect from an enterprise-grade attended RPA solution

Should We Educate Agents on AI?

Top Contact Center Investments in 2022

The Importance of Culture in an Organization

Consistent and Predictable CX

Contact center and AI: Making real-world progress

It’s time to rethink CX: Satisfying Customers at their Moment of Need

Why Do Many Knowledge Management Programs Fail?

Random Acts of Automation and Other Pitfalls on the Road to Digital Transformation

How to Relieve the Pain of Your Quality Program

Where Have All Your Agents Gone? Practical Tips for Optimizing Your Remote Workforce with Jill Blankenship, CEO of Frontline Group LLC

The Intersection of AI and RPA: Understanding the Ethical Implications of the New Digital Crossroads

Looking at Recent CX Changes through the Eyes of Contact Center Managers with Sheila McGee Smith, Founder, President and Principal Analyst, McGee-Smith Analytics

Contact Center Engagement Wins with Gamification with Paul Stockford, Founder, President and Chief Analyst, Saddletree Research

Moving Contact Center Technology to the Cloud featuring Art Schoeller, Vice President and Principal Analyst, Forrester Research

The Power of a Strong Robotics Process Automation (RPA) Center of Excellence (COE) with Molly Walker, Business Excellence Manger, PSCU, a Credit Union Servicing Organization

What Will the New Hybrid Workforce Look Like in Your Contact Center? Find out with Donna Fluss, President, DMG Consulting.

Empowering Agile Staffing Practices in Your Contact Center with Donna Fluss, President, DMG Consulting.

The True Digital Experience Everyone Expects, with Maribel Lopez Founder of Lopez Research

The State of Personalization on the Path to CX Leadership, with Omer Minkara, VP & Principal Analyst, Aberdeen