ShepHyken
DECEMBER 31, 2024
This week, Im tackling the answers to 10 more of the 20 questions I answered last week. (Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Are you ready? Lets go! What would the title of your CX superhero alter ego be? Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences.
Blake Morgan
DECEMBER 30, 2024
The hospitality industry in 2024 continues to prioritize emotional connections and guest well-being as key differentiators, with U.S. hotel occupancy rates reaching 67% in October (Statista, 2024). As guest expectations evolve, the focus has shifted toward creating meaningful interactions and personalized experiences.
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eglobalis
DECEMBER 17, 2024
The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. From hyper-personalization to autonomous workflows, AI is delivering unprecedented opportunities while posing new challenges.
InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.
C3Centricity
DECEMBER 27, 2024
Modern consumers are no longer satisfied with generic experiences. They expect brands to know their preferences, anticipate their needs, and deliver tailored solutions that feel relevant and meaningful. Hyper-personalisationa strategy that uses advanced analytics, real-time data, and artificial intelligence (AI)is enabling companies to meet these expectations.
ECXO
DECEMBER 25, 2024
Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
DECEMBER 17, 2024
What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we’ll explore five critical questions that will help you evaluate your priorities and achievements this past year.
InMoment XI
DECEMBER 17, 2024
Did you know that 80% of organizations have CX teams with 11 or more employees dedicated to the businesss CX program? As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience.
IntouchInsight
DECEMBER 13, 2024
Discover five key strategies to boost restaurant efficiency, from streamlining orders to upgrading technology, enhancing service, and improving csat.
AWS Machine Learning
DECEMBER 23, 2024
When building voice-enabled chatbots with Amazon Lex , one of the biggest challenges is accurately capturing user speech input for slot values. For example, when a user needs to provide their account number or confirmation code, speech recognition accuracy becomes crucial. This is where transcription confidence scores come in to help ensure reliable slot filling.
ShepHyken
DECEMBER 17, 2024
Its the holiday season, and whatever holiday you choose to celebrate or choose not to celebrate gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customer service or experience tactics a company can implement?
Alida
DECEMBER 16, 2024
Discover what sets research teams apart with Innovation Days key takeaways. Elevate your 2025 research strategy today!
InMoment XI
DECEMBER 13, 2024
Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. Therefore, a positive call center experience is essential for business growth.
IntouchInsight
DECEMBER 19, 2024
As 2024 comes to a close, its clear that this year brought significant changes to the restaurant and convenience store industries. From innovative technology to strategic shifts, brands have been redefining how they connect with their customers. Whether it was fast-food chains reinventing the drive-thru experience or convenience stores evolving to compete with restaurants, one thing stood out: a relentless focus on meeting customers where they areand where theyre headed.
TechSee
DECEMBER 17, 2024
Field service optimization has become a critical focus for companies striving to meet their customers’ growing expectations for faster and more efficient services. The demand for superior service quality and rapid response times puts significant pressure on organizations, many of which grapple with limited resources and complex logistical challenges.
ECXO
DECEMBER 18, 2024
Hannukah 2024 The ECXO Wishes You a Season of Light and Joy! Merry Christmas , Happy Hanukkah , and an Amazing Start to 2025! To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. May these celebrations fill your hearts with light, your homes with laughter, and your paths with hope for a brighter future.
BirdEye
DECEMBER 28, 2024
Imagine potential customers searching for a great dining spot, only to find your restaurant buried on the second page of Google results. This oversight can lead to lost opportunities, reduced foot traffic, and decreased revenue – all direct consequences of a poorly executed restaurant SEO (search engine optimization) strategy. Local restaurant searches consistently dominate Google, and being visible at the right place and time can supercharge growth.
AWS Machine Learning
DECEMBER 23, 2024
Customers need better accuracy to take generative AI applications into production. In a world where decisions are increasingly data-driven, the integrity and reliability of information are paramount. To address this, customers often begin by enhancing generative AI accuracy through vector-based retrieval systems and the Retrieval Augmented Generation (RAG) architectural pattern, which integrates dense embeddings to ground AI outputs in relevant context.
Zonka Feedback
DECEMBER 21, 2024
The results are in, and they tell a story of successZonka Feedback proudly claims 24 G2 badges for Winter 2025, solidifying our position as a trusted leader in Experience Management and Feedback Analytics.
ShepHyken
DECEMBER 24, 2024
Lets play 20 Questions. Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a lightning round style for one of his projects. As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them. There is a lot here, so Im breaking it into two parts.
CSM Magazine
DECEMBER 13, 2024
Small CX teams don’t need to match big companies’ resources; AI lets them focus on what they do best by solving problems faster and building genuine connections with customers. Bigger companies have historically provided better customer experiences (CX) by staffing 24/7 agents and analytics teams to help them improve. Advancements in today’s artificial intelligence (AI) tools have leveled the playing field.
Brandwatch CX
DECEMBER 13, 2024
Learn how to engage effectively on LinkedIn Live with practical tips and strategies. Enhance your presence and connect with your audience read more!
AWS Machine Learning
DECEMBER 24, 2024
Training large language models (LLMs) models has become a significant expense for businesses. For many use cases, companies are looking to use LLM foundation models (FM) with their domain-specific data. However, companies are discovering that performing full fine tuning for these models with their data isnt cost effective. To reduce costs while continuing to use the power of AI , many companies have shifted to fine tuning LLMs on their domain-specific data using Parameter-Efficient Fine Tuning (
Zonka Feedback
DECEMBER 17, 2024
Improve your CAPA process and streamline quality management with actionable strategies that ensure compliance, improve efficiency and boost patient safety.
ShepHyken
DECEMBER 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience? What role does human interaction have in today’s changing customer experience world?
CSM Magazine
DECEMBER 19, 2024
Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. cities compared to the same period in 2023, CNN reports. This theft also costs businesses an average of almost $70 billion per year. In response, some retailers have adopted facial recognition technology to curtail theft and associated losses. Facial recognition uses artificial intelligence (AI) algorithms to analyze an individual’s facial features to either confirm or deny their identity which makes it an
Brandwatch CX
DECEMBER 12, 2024
Enhance your LinkedIn business presence with practical tips and strategies. Discover how to stand out and connect effectively. Read the article now.
Genroe
DECEMBER 17, 2024
Your customer is your most powerful asset, yet, few organisations actually manage and monitor their customers as a financial asset? The post Generating Higher Profits by Managing Customers as Financial Assets appeared first on Genroe | Customer Experience | Net Promoter Score.
Kate Nasser
DECEMBER 15, 2024
Delivering an irresistible customer experience is easier than you think and worth the effort! Tips fr Kate Nasser, The People Skills Coach, Author, Leading Morale. The post Irresistible Customer Experience: What Every Customer Wants #CX appeared first on KateNasser.com.
ShepHyken
DECEMBER 31, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review? How can consumer feedback improve a company’s products or services?
AWS Machine Learning
DECEMBER 13, 2024
Amazon SageMaker HyperPod is designed to support large-scale machine learning (ML) operations, providing a robust environment for training foundation models (FMs) over extended periods. Multiple users such as ML researchers, software engineers, data scientists, and cluster administrators can work concurrently on the same cluster, each managing their own jobs and files without interfering with others.
Integrity Solutions
DECEMBER 13, 2024
From predictive analytics and sales automation to chat bots and conversational intelligence, more businesses are taking advantage of the latest advances in artificial intelligence (AI) and automation capabilities. It’s a trend that will only accelerate over the next few years. Digital technologies and AI tools have much to offer in terms of improving sales efficiencies, personalizing content, providing more data-driven insights and automating the tedious tasks that have frustrated salespeo
Optimove
DECEMBER 31, 2024
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. This post offers 25 insights for marketers eager to leverage AI for personalized customer journeys, build loyalty through multichannel consistency, and boost retention and revenue with data-driven, customer-centric strategies.
ShepHyken
DECEMBER 22, 2024
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. 5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak (Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business.
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