This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. However, only 21% said they have purpose-built AI products in their CS tech stacks. Optimistically, we can infer a healthy picture of experimentation and pilot projects with AI point products. It makes sense to try point solutions, especially if your CS team is still figuring out other things like your renewal process and plays, or your adoption methodology.
Excellent customer service is a cornerstone of any successful business, as it helps build stronger connections with your consumers. However, research shows that 83% of UK consumers feel undervalued by the brands they remain loyal to. This indicates that retailers should recalibrate their approaches to better reach out to customers. Failing to create a good customer service strategy can be costly for businesses, as it can lead to buyers seeking new brands that can meet their needs.
Boost your Instagram presence with 10 proven tips for rapid growth. Discover practical strategies to enhance your visibility and engagement. Read more!
It was a busy, productive end to 2024 for the ChurnZero team! Read on for highlights around our reimagined Command Center, new Success Plans, and exciting enhancements to Meetings. 1: New ChurnZero feature: Success Plans Details: Success Plans are the new blueprint for customers and CS teams alike. Set and track clear, measurable goals. Support customers while preparing for contract renewals.
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.
Key Takeaways Homeowners across the U.S. and EU are adjusting their spending habits in response to higher mortgage rates. Luxuries, travel, and entertainment are taking a hit, with over 80% cutting back. More than 60% are dipping into savings or working extra hours to cover expenses. Major financial decisions, like buying a car or investing, are being postponedespecially in the U.S.
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Key Takeaways Homeowners across the U.S. and EU are adjusting their spending habits in response to higher mortgage rates. Luxuries, travel, and entertainment are taking a hit, with over 80% cutting back. More than 60% are dipping into savings or working extra hours to cover expenses. Major financial decisions, like buying a car or investing, are being postponedespecially in the U.S.
At Keatext, we're always listening to your needs, and we've heard that understanding categories and detecting new issues in Zendesk can be a challenge. Here's how Keatext addresses this pain point.
As reported by several media outlets and confirmed by SAP CEO Christian Klein during its Q4 2024 earnings call, SAP will offer an additional three years of support for some on-premises ERP (enterprise resource planning) customers beyond the existing extended maintenance support of 2030.
Digital pathology is essential for the diagnosis and treatment of cancer, playing a critical role in healthcare delivery and pharmaceutical research and development. Pathology traditionally relies heavily on pathologist expertise and experience to conduct meticulous examination of tissue samples to identify abnormalities. However, the increasing complexity and volume of cases necessitate advanced tools to assist pathologists in making faster, more accurate diagnoses.
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.
From pandemic shutdowns to geopolitical tensions, recent years have thrown our global supply chains into unexpected chaos. This turbulent period has taught both governments and organizations a crucial lesson: supply chain excellence depends not just on efficiency but on the ability to navigate disruptions through strategic risk management. By leveraging the generative AI capabilities and tooling of Amazon Bedrock , you can create an intelligent nerve center that connects diverse data sources, co
When it comes to any type of business, great customer service is key to making more money. If you run an online store, its even more important. Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. Modern shoppers want more than good products. They expect a shopping experience that feels personal and memorable.
This is a guest blog post co-written with Jordan Knight, Sara Reynolds, George Lee from Travelers. Foundation models (FMs) are used in many ways and perform well on tasks including text generation, text summarization, and question answering. Increasingly, FMs are completing tasks that were previously solved by supervised learning, which is a subset of machine learning (ML) that involves training algorithms using a labeled dataset.
AI has become an inextricable part of our daily lives, and the Customer Success (CS) industry is no exception. However, valid security concerns cropped up almost immediately about the use of Gen AI platforms during their development. In our April 2024 report, The State of AI in CS , we found that data privacy concerns were one of the top barriers to adoption for CS teams.
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.
A study conducted by Harvard Business Review Analytic Services revealed 89% of leaders surveyed agreed that A strong sense of collective purpose drives employee satisfaction. Yet only a minority (46%) stated their organization currently runs in a purpose-driven way. The article goes on to say that when companies have a clear mission, it can lead … Continue reading "Is your organization purpose-driven?
Key Takeaways Homeowners across the U.S. and EU are adjusting their spending habits in response to higher mortgage rates. Luxuries, travel, and entertainment are taking a hit, with over 80% cutting back. More than 60% are dipping into savings or working extra hours to cover expenses. Major financial decisions, like buying a car or investing, are being postponedespecially in the U.S.
AI Agent Integrates with service management platforms or works independently to provide faster, more personalized customer service via voice, chat, email, and web. ServQuik , an innovator in AI-powered customer service automation software, today announced the General Availability (GA) of the companys SaaS-based, human-like AI solution for incoming and outgoing lead engagements.
Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction. This guide covers the top customer satisfaction survey companies of 2025.
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.
Ontem, 29, a Optimove anunciou o lanamento da soluo de gesto de relacionamento com o cliente (CRM, sigla em ingls) OptiLive para casas de apostas on-line. A ferramenta permite que operadoras criem campanhas de marketing esportivo ao vivo e em larga escala, utilizando informaes do sistema de gesto de clientes e dados esportivos em tempo real. The post Optimove lana soluo de CRM para marketing esportivo ao vivo de operadoras de apostas appeared first on Optimove.
Arvind Parthiban (L), CEO & Co-founder, and Jayakumar Karumbasalam (R), CPTO & Co-founder, SuperOps SuperOps also introduces Monica, a hyper-contextual AI super agent that empowers smarter, faster business decision-making. The latest funding round, led by March Capital, will fuel AI innovation, global expansion, and mid-market growth. SuperOps, the groundbreaking AI-driven IT platform transforming operations for IT service providers and internal IT teams, today announced it has raised $2
Want to serve up more than just great food at your restaurant? Effective restaurant Facebook marketing is key to unlocking a treasure trove of new customers, and with over three billion active users on the platform, the opportunities are endless. By leveraging Facebook, you can engage with local audiences, drive foot traffic, showcase your menu, and build a loyal following.
The customer experience (CX) industry is literally standing at a crossroads, where the dazzling promises of artificial intelligence clash with the harsh realities of day-to-day operations. So, with the new year well underway and indeed February just around the corner – it’s time to separate the signal from the noise and address some of the big talking points in the industry… The Dawn of Agentic AI: A Game-Changing Opportunity Let’s start with the AI circus.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
AI advancements have caused deepfakes to emerge as a significant threat that B2B CMOs and brand leaders cannot afford to ignore. These synthetic audio-visual impersonations can mimic real individuals with alarming accuracy. As this technology becomes more accessible, the potential for misuse grows, posing risks to businesses’ reputations, stock prices, and overall trust.
When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. That hasnt changed. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.
The Challenge With The Circular Economy In 2025, Forrester predicted that more than a third of Global Fortune 100 firms will commit to circular economy goals. We recommended that in 2025, enterprise leaders perform infrastructure lifecycle assessments to understand the environmental impact of their choices.
On January 29th, Google announced the wide launch of its Meridian open-source Marketing Mix Modeling (MMM) solution, available through Github. Cue a flurry of LinkedIn takes speculating about the future of the marketing measurement and optimization (MMO) solutions market.
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.
SAP reported better-than-expected Q4 2024 financial results and raised its full-year operating profit forecast as demand for artificial-intelligence systems continues. On top of beating expectations, SAP said it now expects 2025 operating profit to be between 10.3 billion to 10.6 billion, above previous estimates of approximately 10 billion. Its current cloud backlog of 18.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
97 
Let's personalize your content