InMoment XI
APRIL 22, 2025
You cant fully predict customer behavior from day one. People are unpredictable, and what resonates with one group might fall flat with another. Thats where A/B testing shines. It helps you test messaging, support strategies, marketing campaigns, and experience variations to optimize interactions, streamline support processes, and improve the overall user experience.
Calabrio
APRIL 24, 2025
Customer Experience Contact Center AI How Automated Quality Management is Revolutionizing Agent & Customer Experience Jump ahead What is Automated Quality Management? The Problem with Manual Quality Assurance: Why AQM is Essential Defining Automated Quality Management: How It Works Key Features & Capabilities of Top Auto QM Systems The Transformative Benefits of Automated Quality Management Implementing AQM: What to Consider Calabrio's Enhanced Approach to Automated Quality Manageme
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InMoment XI
APRIL 17, 2025
Is our response rate too low? What can we do to improve it? Should we provide an incentive for people to respond? As a customer experience (CX) leader, these are all questions youve likely faced many times before. However, these relatively simple questions have somewhat complex answers. Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand.
C3Centricity
APRIL 19, 2025
There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. As we navigate through 2025, the consumer landscape continues to shift at an unprecedented pace, challenging CPG brands to move beyond reactive strategies and embrace a truly consumer-centric approach.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
TechSee
APRIL 24, 2025
There’s a painful irony at the heart of smart home innovation. Consumers invest in connected devices (cameras, doorbells, thermostats) to simplify life. But when setup goes sideways due to WiFi issues, that “smart” experience suddenly feels pretty dumb. Frustrated customers pack up the product, initiate a return, and share their disappointment online.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
APRIL 22, 2025
I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something youve never had in stock? Some customers might still be angry that you do not have what they want. And even if they arent, whether the item is out of stock or you just dont carry it, that doesnt mean you cant make the customer happy.
Calabrio
APRIL 24, 2025
Contact Center AI The Future is Now: How Contact Center AI is Transforming Workforce Performance & Customer Experience Jump ahead The AI Imperative in Today's Contact Centers Top Contact Center AI Trends & Use Cases How Calabrio Powers an AI-Driven Contact Center Preparing for the Future: How to Embrace Contact Center AI that Empowers Agents and Customers Fueland Future-ProofYour Growth with Purpose-Built Contact Center AI Share Book a demo Lets get started The contact center landsc
Thematic
APRIL 21, 2025
Your users are your best source of feedback. Why? Because they're the ones actually using your product or service—experiencing firsthand what works, what doesn't, and what could be better. They spot the issues you might miss and highlight opportunities for improvements you may never have considered. That's why building a robust user feedback loop is crucial.
AWS Machine Learning
APRIL 21, 2025
Large language models (LLMs) have become integral to numerous applications across industries, ranging from enhanced customer interactions to automated business processes. Deploying these models in real-world scenarios presents significant challenges, particularly in ensuring accuracy, fairness, relevance, and mitigating hallucinations. Thorough evaluation of the performance and outputs of these models is therefore critical to maintaining trust and safety.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
IntouchInsight
APRIL 19, 2025
A customer swings by your store on the way to work, grabs a breakfast sandwich, taps the screen to pay, and waits. Nothing happens. Anothers mobile order isnt ready when they arrive. A driver at the pump fumbles with the loyalty app, unsure if it even worked. These moments may seem small, but in a convenience store, every second counts.
ShepHyken
APRIL 21, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI? What is the difference between generative AI, analytical AI, and agentic AI? What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?
BirdEye
APRIL 23, 2025
In todays competitive landscape, customer experience (CX) in Australia is no longer a nice-to-haveits a strategic necessity. Australian consumers are more informed and connected and expect consistent, relevant interactions. Businesses that meet these expectations are gaining a clear edge. A focused CX strategy enhances customer satisfaction, loyalty, and overall business outcomes.
Thematic
APRIL 21, 2025
Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. Unlike with B2C, where you get insights from individuals, in B2B, you get insights from an entire organization, often with multiple stakeholders involved in decisions. So, a B2C retailer might analyze one shopper’s buying habits, whereas a B2B company must understand a client account with multiple stakeholders and longer p
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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.
AWS Machine Learning
APRIL 24, 2025
This blog post is co-written with Renuka Kumar and Thomas Matthew from Cisco. Enterprise data by its very nature spans diverse data domains, such as security, finance, product, and HR. Data across these domains is often maintained across disparate data environments (such as Amazon Aurora , Oracle, and Teradata), with each managing hundreds or perhaps thousands of tables to represent and persist business data.
CSM Magazine
APRIL 18, 2025
Is your business choosing to manage tickets directly through Slack? Using a ticketing system for Slack allows you to resolve customer issues without leaving your communication platform. This piece will guide you through the best that Slack has to offer when it comes to support through internal and external tools or integrations that will not only boost but also streamline your support team operations.
ShepHyken
APRIL 21, 2025
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. What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance (Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in custome
BirdEye
APRIL 24, 2025
Testimonial advertising has quietly become the most credible tool in a marketers arsenal not because its flashy, but because its real. When ad fatigue sets in and skepticism rises, polished campaigns fall short. What todays customers want isnt another bold promise they want proof. And nothing builds that faster than hearing directly from someone whos been in their shoes.
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
APRIL 21, 2025
Every customer support interaction is an opportunity to make a lasting impression. As Maya Angelou wisely said, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." This sentiment is especially true in customer service. A single unresolved issue or a delayed response can leave customers feeling undervalued, leading them to quietly take their business elsewhere.
AWS Machine Learning
APRIL 24, 2025
Customers today expect to find products quickly and efficiently through intuitive search functionality. A seamless search journey not only enhances the overall user experience, but also directly impacts key business metrics such as conversion rates, average order value, and customer loyalty. According to a McKinsey study , 78% of consumers are more likely to make repeat purchases from companies that provide personalized experiences.
CSM Magazine
APRIL 18, 2025
Customer expectations are changing rapidlyand in this fast-paced world, companies that get it right arent just keeping up; theyre leading the way. Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction. Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships.
Alida
APRIL 22, 2025
Understanding your users is the key to creating exceptional digital experiences. With the right UX research tools, you can collect, analyze, and act on user feedback effectively. Whether you're conducting qualitative interviews or analyzing quantitative interaction data, having the right user research software and UX research platforms can make all the difference.
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.
Adrian Swinscoe
APRIL 21, 2025
Millennials and Generation-Z dont want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty [] The post Unpacking the voice assumptions that are holding back many CX efforts first appeared on Adrian Swinscoe.
BirdEye
APRIL 24, 2025
Google review templates are one of the most effective tools for local businesses to increase positive reviews, boost local search rankings, and build customer trust. When crafted and timed correctly, these templates can significantly enhance the number of glowing reviews your business receives, driving more traffic and conversions. Whether you are a local service provider, an eCommerce store, or a multi-location brand, using consistent and professional Google review request templates can streaml
AWS Machine Learning
APRIL 24, 2025
AWS Field Experience (AFX) empowers Amazon Web Services (AWS) sales teams with generative AI solutions built on Amazon Bedrock , improving how AWS sellers and customers interact. The AFX team uses AI to automate tasks and provide intelligent insights and recommendations, streamlining workflows for both customer-facing roles and internal support functions.
CSM Magazine
APRIL 24, 2025
When did sustainability become something we only associate with recycling bins or solar panels? The truth is, sustainability goes far beyond environmental effortsits about how businesses treat people, manage resources, and operate day to day. A companys approach to customer service and its handling of something as essential as water quality both reflect a deeper commitment to long-term success and responsibility.
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.
ChurnZero
APRIL 18, 2025
Customer success leaders everywhere are exhausted. Its not surprising, but what can we do about it? It often comes down to mindset and confidence, says customer success expert and founder of Provan Success, Rachel Provan. The more we overwork and people-please, the less we lead, says Rachel. True leadership requires confidence, strategic thinking, and boundaries.
Gainsight
APRIL 24, 2025
Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce or is it time to invest in something purpose-built? Its a classic debate. CRMs are already in place and familiar with go-to-market (GTM) teams. But as Customer Success (CS) becomes more strategic, more teams are realizing that a CRM isnt enough to support the post-sales journey.
The DiJulius Group
APRIL 24, 2025
201: Navigating Uncertainty: The Opportunities of a Recession Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on.
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