eglobalis
MARCH 18, 2025
In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. AI agents , including chatbots and virtual assistants, handle a significant portion of customer inquiries, offering immediate support and streamlining operations.
ECXO
MARCH 19, 2025
The Rise of Silent Services: Embracing Quietude in Customer Experience Introduction: A World That Wont Shut Up Imagine stepping into a store, and before you even have a chance to breathe, a salesperson materializes out of thin air like a genie, ready to “assist” you. They ask how you’re doing, what you’re looking for, andbefore you’ve even figured that outthey start rattling off recommendations like an over-caffeinated podcast host.
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Calabrio
MARCH 22, 2025
Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.
Experience Investigators by 360Connext
MARCH 18, 2025
Customer support leaders are often trapped in a cycle of “number narration” – reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener’s question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories.
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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp
AWS Machine Learning
MARCH 19, 2025
As we gather for NVIDIA GTC, organizations of all sizes are at a pivotal moment in their AI journey. The question is no longer whether to adopt generative AI, but how to move from promising pilots to production-ready systems that deliver real business value. The organizations that figure this out first will have a significant competitive advantageand were already seeing compelling examples of whats possible.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
MARCH 19, 2025
Valentines Day was last month. It is a time when you acknowledge the people you love and care about, often with a gift. Ive written a number of articles about customer and employee gifts onValentines Day and other obvious gift-giving holidays. It seems that the traditional holidays toward the end of the year are when companies or employees typically send or exchange gifts and cards.
Calabrio
MARCH 18, 2025
Analytics From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilization Share Chatbots have transformed customer service by providing instant, AI-powered support that reduces contact center volume and improves operational efficiency. However, many customers bypass chatbots , opting instead to escalate to live agents at the first opportunity.
Heart of the Customer
MARCH 18, 2025
Which is more important: rational or emotional factors? The Advanced Manufacturing Customer Experience Consortium (AMCX) is a group of the worlds top manufacturers. Its members are ground zero for Sigma Six, lean manufacturing, just-in-time supply chains, and reliability. Yet the group still wondered (with continuous debates and discussions), can manufacturers win through customer experience?
AWS Machine Learning
MARCH 18, 2025
The rise of generative AI has significantly increased the complexity of building, training, and deploying machine learning (ML) models. It now demands deep expertise, access to vast datasets, and the management of extensive compute clusters. Customers also face the challenges of writing specialized code for distributed training, continuously optimizing models, addressing hardware issues, and keeping projects on track and within budget.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Thematic
MARCH 20, 2025
Imagine launching a new product feature based on a hunch—only to find out customers don’t care about it. Or spending months refining a service only to see your customer satisfaction scores plummet. This happens when businesses make decisions without considering customer insights. These days, companies can’t afford to rely on assumptions.
ShepHyken
MARCH 17, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses enhance their customer service experience using AI technology? How do unifying communication channels improve the efficiency of customer support? What makes conversational AI a valuable tool for improving customer interactions? How can AI be used to augment a company’s existing customer service team rather than replace it?
PeopleMetrics
MARCH 18, 2025
Social reviews have always been important, and that hasn't changed. In fact, they might be even more crucial today because they're public surveys available to everyone online. Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation.
CSM Magazine
MARCH 19, 2025
The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. Traditionally, companies have relied on human translators or multilingual support teams, but these methods are costly, slow, and difficult to scale.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
AWS Machine Learning
MARCH 19, 2025
Generative AI is rapidly transforming the modern workplace, offering unprecedented capabilities that augment how we interact with text and data. At Amazon Web Services (AWS), we recognize that many of our customers rely on the familiar Microsoft Office suite of applications, including Word, Excel, and Outlook, as the backbone of their daily workflows.
Thematic
MARCH 20, 2025
Ever wonder how some companies always seem to get their product updates just right ? It’s not luck—it’s text analytics. Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. However, hidden there are insights for product development. But as research shows “80% of organizational data is in unstructured text format…much of it goes unanalyzed, despite containing valuable insights that could significantly improve busines
MiaRec
MARCH 17, 2025
When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing ones. That's when I learned a valuable lesson: Minimizing customer churn is one of the most impactful ways a contact center can contribute to their organization's bottom line.
IntouchInsight
MARCH 19, 2025
Pizza delivery has come a long way from a simple phone call and a 30-minute wait. Today, customers expect speed, accuracy, and a hot, fresh pizza every single time. But with third-party drivers now handling a significant share of deliveries, how does that impact customer satisfaction and brand loyalty?
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
CSM Magazine
MARCH 17, 2025
Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. But heres the challenge businesses often facehow can you improve these scores without significantly increasing operational costs? The good news is that with strategic investments and process optimizations, you can find the sweet spot where reduced costs and heightened customer satisfaction intersect.
AWS Machine Learning
MARCH 18, 2025
In the rapidly evolving healthcare landscape, patients often find themselves navigating a maze of complex medical information, seeking answers to their questions and concerns. However, accessing accurate and comprehensible information can be a daunting task, leading to confusion and frustration. This is where the integration of cutting-edge technologies, such as audio-to-text translation and large language models (LLMs), holds the potential to revolutionize the way patients receive, process, and
Thematic
MARCH 20, 2025
Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table. Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media.
BirdEye
MARCH 18, 2025
Imagine waking up one morning to find your business missing from Google. No warning, no explanationjust gone. Customers searching can no longer find you. This nightmare happens daily to businesses that unknowingly violate Google Business Profile guidelines. Dont let yours be next. In 2025, Google Business Profile guidelines aren’t just best practicesthey are critical rules every business owner must follow to stay visible.
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
Support EXP
MARCH 19, 2025
NPS may be the industry standard, but its not the key to financial success. Discover why leading indicators like CES and CSAT hold the real power to transform customer loyalty and business performance. Before you celebrate that high Net Promoter Score (NPS) , ask yourself one question: “Is this really driving my companys growthor just giving me a false sense of success?
CSM Magazine
MARCH 19, 2025
Transparency within organizations has become a must in the ever-evolving businessworld. Having transparencyin actions and words creates trust and collaboration in the team. Yet, many organizations still face challenges in making transparency tangible. Lack of transparency has even more significant hidden costs on overallproductivity and employee engagement.
AWS Machine Learning
MARCH 18, 2025
As generative AI adoption accelerates across enterprises, maintaining safe, responsible, and compliant AI interactions has never been more critical. Amazon Bedrock Guardrails provides configurable safeguards that help organizations build generative AI applications with industry-leading safety protections. With Amazon Bedrock Guardrails, you can implement safeguards in your generative AI applications that are customized to your use cases and responsible AI policies.
Thematic
MARCH 20, 2025
Ever felt frustrated after contacting customer service and getting no real help? You’re not alone. Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. But how do they make sense of all that data? Text analytics. What is text analytics ? Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
Gainsight
MARCH 19, 2025
Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. In 2025 (and beyond), growth will come from existing customersnot endless new acquisitions. In the midst of economic uncertainty, purchase decisions move slower. Resources are reserved for tools and tactics proven to move the needle.
SurveySensum
MARCH 19, 2025
Are you struggling to decide between Qualtrics and Microsoft Forms for your CX improvements? This comparison will help you make an informed decision. We’ll explore the pros and cons, key features, and pricing of each tool to determine which one best aligns with your needs and budget. Let’s dive in and find out which platform Qualtrics or Microsoft Forms is the right choice for you.
CSM Magazine
MARCH 17, 2025
The customer is always right. Its a phrase we’ve all heard, but in the hospitality world, sticking to this mantra is becoming increasingly challenging. The truth? Some challenging customer behaviors are making it clear that this principle isnt always fair, practical, or sustainable for restaurants in todays world. The Cost of Difficult Diners Running a restaurant is no easy task.
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