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If you’re looking to turn your Customer Success (CS) team into a proactive, scalable, revenue-generating machine, then don’t sleep on Hubspot’s new podcast, This is Growth. Hosted by Daphne Costa Lopes, Director of CS, Hubspot, This is Growth helps SaaS businesses scale using customer-led growth strategies. The most recent episode explores the art of defining and measuring customer value—featuring our own expert on the subject, Tori Jeffcoat, Senior Manager, Marketing Strategy, CS an
The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.
This post is a follow-up to Generative AI and multi-modal agents in AWS: The key to unlocking new value in financial markets. This blog is part of the series, Generative AI and AI/ML in Capital Markets and Financial Services. Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining.
The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This year's conference, which took place on June 05-06, 2024, was the second one I attended, and I was eager to witness the evolution and progress that had occurred since the 2023 edition.
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.
Can frontline employees truly revolutionize customer service? On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular.
If you’re looking to turn your Customer Success (CS) team into a proactive, scalable, revenue-generating machine, then don’t sleep on Hubspot’s new podcast, This is Growth. Hosted by Daphne Costa Lopes, Director of CS, Hubspot, This is Growth helps SaaS businesses scale using customer-led growth strategies. The most recent episode explores the art of defining and measuring customer value—featuring our own expert on the subject, Tori Jeffcoat, Senior Manager, Marketing Strategy, CS an
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
If you’re looking to turn your Customer Success (CS) team into a proactive, scalable, revenue-generating machine, then don’t sleep on Hubspot’s new podcast, This is Growth. Hosted by Daphne Costa Lopes, Director of CS, Hubspot, This is Growth helps SaaS businesses scale using customer-led growth strategies. The most recent episode explores the art of defining and measuring customer value—featuring our own expert on the subject, Tori Jeffcoat, Senior Manager, Marketing Strategy, CS an
In the rapidly evolving digital landscape, customer service has emerged as a critical differentiator for businesses striving to stand out in a crowded market. While cost savings have traditionally driven the outsourcing industry, the emphasis is shifting toward enhancing Customer Experience (CX) as the paramount priority. This transformation is particularly evident in the strategic decision to outsource customer service operations to Belize, where PITON-Global is leading the charge by emphasiz
Learn how transforming patient experience can heal our broken healthcare system, with insights for everyone in the medical field. The post Healing Healthcare: Overcoming Challenges to Improve Patient Experience appeared first on Doing CX Right.
The way in which we gamble online has seen many changes in recent years. One of the best innovations has been the arrival of the Live Casinos and the unique customer service experience that live casinos offer players who flock to their sites to let off steam. Customer (or player , in this case) service provision is absolutely essential to creating a frictionless and truly enjoyable UX.
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.
The Optical Consumer Complaints Service (OCCS) has published its Annual Report for 2023-24, revealing a year marked by significant achievements and a continued commitment to excellence in complaint resolution within the optical sector. The report highlights a notable increase in activity, with the OCCS handling 1,757 enquiries, a 3% rise compared to the previous year.
Did you know that Amazon has over 310 million active users globally? I am sure you have shopped from Amazon at least once in the past month. But have you ever stopped to wonder why Amazon has such a huge loyal customer base? So much so that 56% of consumers start their online search with Amazon. Well, it’s because of a customer satisfaction metric called Net Promoter Score.
As our world becomes increasingly digital, the value of human interaction skyrockets. It's simple economics: scarcity increases value. The rarer genuine human connections become, the more precious they are… But how do we rediscover that human touch in a world dominated by AI and automation? What we’ll cover in this blog: we'll explore why it matters more than ever and how you can seamlessly integrate empathy and technology.
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.
Capital markets operation teams face numerous challenges throughout the post-trade lifecycle, including delays in trade settlements, booking errors, and inaccurate regulatory reporting. For derivative trades, it’s even more challenging. The timely settlement of derivative trades is an onerous task. This is because trades involve different counterparties and there is a high degree of variation among documents containing commercial terms (such as trade date, value date, and counterparties).
We fielded Forrester’s Q1 2024 Developer Experience Survey to learn about developers and their experiences at work. We asked developers themselves, their leaders, vendors, and developer experience advocates to tell us about the developer experience. We wanted to identify where everyone aligned, and where opinions differed. Many organizations lack a strategy to improve developer experience.
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