eglobalis
MARCH 4, 2025
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.
ECXO
MARCH 3, 2025
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.
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IntouchInsight
MARCH 4, 2025
Once upon a time, pizza ruled delivery. Back in the 1950s, a small family shop in Los Angeles started offering free delivery, setting the stage for what would become a game-changer in food service. By the early 90s, Pizza Hut made history by selling the first-ever product over the internet: pepperoni and mushroom pizza.
Calabrio
FEBRUARY 26, 2025
Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality.
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.
BlueOcean
MARCH 3, 2025
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
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Optimove
FEBRUARY 27, 2025
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
IntouchInsight
MARCH 1, 2025
The restaurant industry is evolving at an unprecedented pace. Brands are introducing customer-facing technology, new menu items, limited-time offers, subscription and membership programs, back-of-the-house innovations, and many other initiatives to enhance customer experience, streamline operations, and meet evolving consumer expectations.
Calabrio
FEBRUARY 28, 2025
Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. And with the help of voice analytics solutions, call centers can leverage AI to turn the voice of the customer into a source of valuable insights. What is voice analytics?
PeopleMetrics
MARCH 4, 2025
If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. Now, the next big question is: are your surveys working? Even if youve got beautifully crafted questions, a low response rate or a confusing survey can derail everything.
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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
FEBRUARY 28, 2025
AWS DeepRacer League 2024 Championship finalists at re:Invent 2024 The AWS DeepRacer League is the worlds first global autonomous racing league powered by machine learning (ML). Over the past 6 years, a diverse community of over 560,000 builders from more than 150 countries worldwide have participated in the League to learn ML fundamentals hands-on through the fun of friendly autonomous racing.
Optimove
FEBRUARY 27, 2025
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
Thematic
MARCH 2, 2025
Imagine losing 73% of your customers simply because they had a bad experience with your brand. That’s the reality today—over half of consumers will switch to a competitor after just one negative interaction. This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better.
Calabrio
MARCH 4, 2025
Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. This proliferation has fundamentally reshaped how we interact, not just in our personal lives, but also in the world of business and service.
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.
ShepHyken
MARCH 4, 2025
How would you like to know what made a customer angry or sad, leading them to leave a negative review? You might say, Ill just ask them, and thats a great answer. Direct feedback is a gift. But maybe theres another way. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve.
AWS Machine Learning
MARCH 4, 2025
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.
Optimove
FEBRUARY 27, 2025
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
Thematic
FEBRUARY 26, 2025
You can’t improve what you don’t measure—and that includes customer satisfaction. But how do you know if your customers are truly happy? Are your efforts making a difference, or are dissatisfied customers slipping away? Tracking customer satisfaction isn’t just a nice-to-have—it’s essential. Happy customers stick around, spread the word, and drive business growth.
Advertiser: ZoomInfo
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.
Calabrio
MARCH 4, 2025
Analytics Top 6 CX Myths & Misconceptions Debunked Share In recent years, the customer experience (CX) has come to dominate business strategy, growth, and outcomes. How your customers perceive, interact with, and stay loyal to your brand goes hand in hand with how well your business performs. And investing in the customer experience doesnt just make you money, it can save you money, too.
ShepHyken
MARCH 3, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How do you get zero customer complaints? What benefits do businesses gain by proactively eliminating customer complaints? What is the cost of customer dissatisfaction? Why is it important for company executives to engage directly with the customers?
AWS Machine Learning
FEBRUARY 28, 2025
Amazon Q Business is a fully managed, generative AIpowered assistant that empowers enterprises to unlock the full potential of their data and organizational knowledge. With Amazon Q Business, you can quickly access answers to questions, generate summaries and content, and complete tasks by using the expertise and information stored across various data sources and enterprise systems within your organization.
Optimove
FEBRUARY 27, 2025
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
Speaker: Becky Parisotto and John Vurdelja
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
Thematic
MARCH 2, 2025
Customer feedback is everywhere—reviews, surveys, social media—but making sense of it all? That’s the challenge. Without the right tools, these themes and insights often get buried, leaving opportunities untapped. That’s where Thematic text analytics comes in. Thematic goes beyond just analyzing text—it ensures that research and insights teams can refine AI-generated themes, validate key findings, and take action on feedback that matters.
Calabrio
MARCH 4, 2025
Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels. Relying on artificial intelligence, machine learning, and natural language processing (NLP), conversation intelligence tools typically perform three broad functions: First, they capture information from spoken and written c
CSM Magazine
MARCH 4, 2025
Product returns are a fact of life for most businesses. Whether its a sizing issue, a defective item, or simply a change of heart, customers value the opportunity to return productsand they expect the process to be hassle-free. For warehouses, product returns often become a complex puzzle, involving logistics, inventory management, and customer satisfaction.
AWS Machine Learning
MARCH 4, 2025
Amazon Bedrock Knowledge Bases offers a fully managed Retrieval Augmented Generation (RAG) feature that connects large language models (LLMs) to internal data sources. Its a cost-effective approach to improving LLM output so it remains relevant, accurate, and useful in various contexts. It also provides developers with greater control over the LLMs outputs, including the ability to include citations and manage sensitive information.
Speaker: Carolyn Clark and Miriam Connaughton
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.
Help Scout
MARCH 3, 2025
There is always something that made a person great in Job A that could help make them great in Job B. Its just a matter of connecting the dots.
BirdEye
FEBRUARY 28, 2025
Did you know that 97% of homebuyers begin their property search online, and 65% of those searches happen on mobile devices? If your real estate agency isn’t ranking in organic search results, you’re missing out on valuable opportunities to connect with potential clients. That’s where real estate SEO comes in. A well-optimized SEO strategy boosts your online visibility, improves search engine rankings, and attracts high-intent buyers and sellers to your website.
DCX
MARCH 4, 2025
📌🚀Grab the Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
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