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From left to right: Brent, Ricardo, Paul, and Ray! A perfectly tiered photo with Ray standing the highest. Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest Last week, we had the amazing event in Atlanta, CRM Playaz IRL 2025 , hosted by the venerable “Godfather of CRM” Paul Greenberg and Brent Leary , an incredible team working together.
In a world where value is defined relative to the bottom line, its easy for call centers to come under scrutiny when it comes time for budget allocation. Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.
What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success.
The promise of AI in marketing has never been greater! But ifyou’re like most CPG CMOs, your AI investment isn’t delivering the promised returns. IDC’s latest Worldwide Artificial Intelligence Spending Guide shows that the global AI software market is expected to reach $251.4B by 2027, far exceeding earlier projections. However, most organisations are seeing disappointing returns on their AI investments. ( Source ) This is confirmed by McKinsey’s 2023 State of AI report ,
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.
Customer Interaction Analytics How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what needs to be done to resolve the issues.
When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer
Artificial Intelligence (AI) is more than just automation; it’s about making smart decisions. That’s where AI Reasoning comes into play. Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences.
Amazon has introduced two new creative content generation models on Amazon Bedrock : Amazon Nova Canvas for image generation and Amazon Nova Reel for video creation. These models transform text and image inputs into custom visuals, opening up creative opportunities for both professional and personal projects. Nova Canvas, a state-of-the-art image generation model, creates professional-grade images from text and image inputs, ideal for applications in advertising, marketing, and entertainment.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies leverage loyalty programs to generate additional revenue? Can loyalty programs drive repeat business without sacrificing the quality of customer experience? How can technology help create a seamless customer experience within a loyalty program?
Customer Experience How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what needs to be done to resolve the issues.
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.
I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation Id had with a colleague. Briefly, I noticed that , absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not need costly humans to handle), the new technology would actually decrease CX in the long run because brands would be less driven to address the root causes of issues.
Let’s face it—customers are sharing feedback everywhere: surveys, social media, reviews—you name it. It’s a lot to handle, right? But here’s the thing: understanding what your customers are saying is the secret to delivering better customer experiences and growing your business. Did you know 61% of customers expect personalized service ?
Evaluating large language models (LLMs) is crucial as LLM-based systems become increasingly powerful and relevant in our society. Rigorous testing allows us to understand an LLMs capabilities, limitations, and potential biases, and provide actionable feedback to identify and mitigate risk. Furthermore, evaluation processes are important not only for LLMs, but are becoming essential for assessing prompt template quality, input data quality, and ultimately, the entire application stack.
Some very popular business sayings are potentially detrimental to your organization. I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Ive written full articles about some of these topics in the past.
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
Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue. Here’s how to use AI customer insights to drive meaningful growth in your business.
Everyone you hire contributes to your culture in some way. A big difference between finding future rock stars and posers is finding out what investment the candidate made to learn about your organization. Jesse Cole is the founder of Fans First Entertainment, the parent company of the Savannah Bananas, a world-famous baseball circus that travels. Read Full Article The post How the Savannah Bananas Find Customer Service Rockstars appeared first on The DiJulius Group.
Learn the right way to use AI-driven personalization, creating unique, customer-first experiences that drive loyalty and business growth. The post Whos Really Doing Personalization Right? (Hint: Its Not YouYet) appeared first on Doing CX Right.
In production generative AI applications, responsiveness is just as important as the intelligence behind the model. Whether its customer service teams handling time-sensitive inquiries or developers needing instant code suggestions, every second of delay, known as latency, can have a significant impact. As businesses increasingly use large language models (LLMs) for these critical tasks and processes, they face a fundamental challenge: how to maintain the quick, responsive performance users expe
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, comp
Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. Imagine buying something and knowing exactly how to get the most out of it. That’s what its all about empowering customers with the know-how to get the full benefit of their purchase, every time.
Do you collect heaps of customer feedback but struggle to make sense of it? Maybe you’ve heard about tools like text analytics but aren’t sure how they work or where to start. You’re not alone! This beginner’s guide will walk you through how text analytics works , from gathering raw feedback to uncovering the trends that drive smarter decisions.
Voice of the Customer (VoC) has long been a cornerstone of customer experience (CX) strategies. Traditionally, organizations have relied on surveys to capture insights about customer perceptions, satisfaction, and expectations. These surveys are versatile, cost-effective, and provide structured feedback that can be used to gauge specific metrics.
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Generative AI can revolutionize organizations by enabling the creation of innovative applications that offer enhanced customer and employee experiences. Intelligent document processing , translation and summarization, flexible and insightful responses for customer support agents, personalized marketing content, and image and code generation are a few use cases using generative AI that organizations are rolling out in production.
With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.
Setting up a bookkeeping system is a crucial step for any startup. A well-organized bookkeeping system helps you track your financial health, manage cash flow, and prepare for tax season. Heres a step-by-step guide to help you establish an effective bookkeeping system for your startup. 1. Understand the Basics of Bookkeeping Before diving into the setup, its essential to understand some basic bookkeeping concepts: Double-Entry Accounting: This method records each transaction in two accounts, ens
If you've read our article on the benefits of text analytics , then you already have an idea of how businesses use this powerful tool to uncover patterns and insights from unstructured data. But what about sentiment analysis? How does it fit into the picture? While both techniques revolve around analyzing text, they serve unique purposes and often complement each other in surprising ways.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Customer success is a proactive strategy designed to help clients reach their goals while strengthening long-term partnerships. Especially in SaaS, its about going beyond problem-solving and taking a consultative approach to create meaningful outcomes. By aligning with customer objectives, building tailored frameworks, and delivering consistent value, companies can set themselves apart and achieve sustaine
Amazon SageMake r provides a seamless experience for building, training, and deploying machine learning (ML) models at scale. Although SageMaker offers a wide range of built-in algorithms and pre-trained models through Amazon SageMaker JumpStart , there are scenarios where you might need to bring your own custom model or use specific software dependencies not available in SageMaker managed container images.
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