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Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors.
B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.
In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. But high performance doesnt happen by chance. Analyzing call center performance is the path to improvementbut youve got to do it right.
Youve heard it before: Stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. You simply cant rely on an unwritten set of rules or assumptions to guide your collaboration or, sooner or later, that partnership will come under serious stress.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Consequently, accurately measuring and strategically enhancing call center agent performance is paramount.
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.
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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.
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.
How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line.
Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO’s new medical drama “The Pit” Lush’s bold decision to abandon socia
Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.
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.
Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.
If your company is preparing for the fiscal year, you likely have a stream of questions flowing through your mind: Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes
How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue.
The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.
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.
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.
The shorter your survey, the better your response rates will typically be. This is as true today as it was when I wrote Listen or Die in 2017. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" follow-up.
Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue.
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Virtual assistants and chatbots now handle millions of banking inquiries, healthcare questions, and retail service requests, promising faster responses and 24/7 availability.
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.
Building cloud infrastructure based on proven best practices promotes security, reliability and cost efficiency. To achieve these goals, the AWS Well-Architected Framework provides comprehensive guidance for building and improving cloud architectures. As systems scale, conducting thorough AWS Well-Architected Framework Reviews (WAFRs) becomes even more crucial, offering deeper insights and strategic value to help organizations optimize their growing cloud environments.
Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.
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.
Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service.
Want to grow your business by focusing on what truly matters? The 80/20 rule helps leaders and customer experience professionals prioritize high-impact areas, maximize efficiency, and drive profitability. In this episode of The Modern Customer Podcast , I sit down with Bill Canady , CEO of OTC Industrial Technologies and Arrowhead Engineered Products , and author of From Panic to Profit , set to relea
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.
posts header on Linkedin and ECXO One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience Since I was a teenager, Ive been a huge fan of epic fantasy. Give me dragons, quests, wizards, and a battle for the fate of the world, and Im hooked. Naturally, The Lord of the Rings sits at the top of my fantasy favorites list. So, when it came time to continue my series on What CX lessons we can learn from movies, there was no way I could leave Frodo and his epic journey out of it.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
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.
In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order.
Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.
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