ECXO
MARCH 6, 2025
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.
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.
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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
MARCH 5, 2025
Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Some might even say that CX is more important. And when research has found 86% of customers will pay a premium for better experiences, at least 1 in 3 will walk away from a brand they love after a single bad experience, and 70% think companies need to improve expe
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.
AWS Machine Learning
FEBRUARY 28, 2025
This post was written by Claudiu Bota, Oleg Yurchenko, and Vladyslav Melnyk of AWS Partner Automat-it. As organizations adopt AI and machine learning (ML), theyre using these technologies to improve processes and enhance products. AI use cases include video analytics, market predictions, fraud detection, and natural language processing, all relying on models that analyze data efficiently.
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?
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.
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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.
BirdEye
MARCH 6, 2025
Increase online presence. That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. But the real challenge was turning scattered efforts into a unified, results-driven strategy. And rightly so, Black Bear Diner turned digital clicks into foot traffic.
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.
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.
Calabrio
MARCH 5, 2025
Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities.
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.
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.
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
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.
PeopleMetrics
MARCH 6, 2025
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.
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
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.
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.
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: 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
Help Scout
MARCH 6, 2025
Looking to boost your company's revenue? Then it's time to focus on increasing customer retention and doubling down on great customer experiences.
Calabrio
MARCH 5, 2025
Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? First Response Time (FRT) , also sometimes known as first reply time , is a critical customer service metric that measures the average time it takes for a contact center team to provide an initial response to a customer’s inquiry, whether it’s through email, chat, social media, or any other communication channel.
Doing CX Right
MARCH 5, 2025
Access transformational research and discover how to leverage it to boost ROI and gain executive buy-in for your customer experience (CX) strategy. The post Why CX Is A Smart Investment: New Research Proves Its ROI Value appeared first on Doing CX Right.
CSM Magazine
FEBRUARY 28, 2025
Financial fraud is on the rise, impacting organizations across the globe and costing billions of dollars each year. From cybercriminals breaching payment systems to internal bad actors manipulating data for personal gain, the array of threats facing financial institutions has become both widespread and increasingly sophisticated. Beyond the immediate financial losses, fraud also inflicts serious reputational damageundermining customer trust and incurring the scrutiny of regulators.
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.
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.
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.
Calabrio
MARCH 5, 2025
Analytics What is First Call Resolution? How to Improve (+Examples) Share What is first call resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions.
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