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The Rise of Silent Services: Embracing Quietude in Customer Experience Introduction: A World That Wont Shut Up Imagine stepping into a store, and before you even have a chance to breathe, a salesperson materializes out of thin air like a genie, ready to “assist” you. They ask how you’re doing, what you’re looking for, andbefore you’ve even figured that outthey start rattling off recommendations like an over-caffeinated podcast host.
As we gather for NVIDIA GTC, organizations of all sizes are at a pivotal moment in their AI journey. The question is no longer whether to adopt generative AI, but how to move from promising pilots to production-ready systems that deliver real business value. The organizations that figure this out first will have a significant competitive advantageand were already seeing compelling examples of whats possible.
Valentines Day was last month. It is a time when you acknowledge the people you love and care about, often with a gift. Ive written a number of articles about customer and employee gifts onValentines Day and other obvious gift-giving holidays. It seems that the traditional holidays toward the end of the year are when companies or employees typically send or exchange gifts and cards.
Generative AI is rapidly transforming the modern workplace, offering unprecedented capabilities that augment how we interact with text and data. At Amazon Web Services (AWS), we recognize that many of our customers rely on the familiar Microsoft Office suite of applications, including Word, Excel, and Outlook, as the backbone of their daily workflows.
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.
The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. Traditionally, companies have relied on human translators or multilingual support teams, but these methods are costly, slow, and difficult to scale.
In many generative AI applications, a large language model (LLM) like Amazon Nova is used to respond to a user query based on the models own knowledge or context that it is provided. However, as use cases have matured, the ability for a model to have access to tools or structures that would be inherently outside of the models frame of reference has become paramount.
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In many generative AI applications, a large language model (LLM) like Amazon Nova is used to respond to a user query based on the models own knowledge or context that it is provided. However, as use cases have matured, the ability for a model to have access to tools or structures that would be inherently outside of the models frame of reference has become paramount.
Pizza delivery has come a long way from a simple phone call and a 30-minute wait. Today, customers expect speed, accuracy, and a hot, fresh pizza every single time. But with third-party drivers now handling a significant share of deliveries, how does that impact customer satisfaction and brand loyalty?
Transparency within organizations has become a must in the ever-evolving businessworld. Having transparencyin actions and words creates trust and collaboration in the team. Yet, many organizations still face challenges in making transparency tangible. Lack of transparency has even more significant hidden costs on overallproductivity and employee engagement.
NPS may be the industry standard, but its not the key to financial success. Discover why leading indicators like CES and CSAT hold the real power to transform customer loyalty and business performance. Before you celebrate that high Net Promoter Score (NPS) , ask yourself one question: “Is this really driving my companys growthor just giving me a false sense of success?
Effective leadership is one of the keys to success in thisfast-moving business world, which is why it is undergoing a major evolution. Coaching hasbecome a powerful resource for individuals hoping to grow in their leadership. This post considers how coaching can help people achievetheir leadership goals. What IsLeadership Coaching? Leadership coaching, as offered by Glenn Gow Coaching , is personalized according to the person and their goals.
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.
Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. In 2025 (and beyond), growth will come from existing customersnot endless new acquisitions. In the midst of economic uncertainty, purchase decisions move slower. Resources are reserved for tools and tactics proven to move the needle.
Are you struggling to decide between Qualtrics and Microsoft Forms for your CX improvements? This comparison will help you make an informed decision. We’ll explore the pros and cons, key features, and pricing of each tool to determine which one best aligns with your needs and budget. Let’s dive in and find out which platform Qualtrics or Microsoft Forms is the right choice for you.
Managing a thriving online community isn’t like popping a frozen dinner in the microwavelaunch it, walk away, and return to perfection. Too many businesses assume that once their community goes live, it’ll magically keep humming along without active effort. But in reality, communities are less “set it and forget it” and more like cooking a great meal from scratchyou need the right ingredients, attention to detail, and regular check-ins to make sure everything comes togeth
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025! From Optimove CEO Pini Yakuel unveiling the Positionless Marketing Movement, to real-world case studies, deep-dive product sessions, and an inspiring closing keynote by futurist Nikolas Badminton, the day was packed with insights, innovation, and practical strategies for the future of marketing.
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.
Google has announced definite plans to acquire cloud-native application protection platform (CNAPP) vendor Wiz for $32 billion, which is the largest ever acquisition in cybersecurity, surpassing the $28 billion that Cisco paid for Splunk in 2024.
The UK government has declared that it will take a test and learn approach with spending on AI and digital to push innovation. Staged funding, mission-driven prioritization, and outcome metrics the civil service bringing some Silicon Valley mentality to play. In theory, I like it. In practice hold that thought for now.
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.
Today, we are excited to announce that Amazon Q Business a fully managed generative-AI powered assistant that you can configure to answer questions, provide summaries and generate content based on your enterprise datais now generally available in the Europe (Ireland) AWS Region. Since its launch, Amazon Q Business has been helping customers find information, gain insight, and take action at work.
The Forrester Wave: Sales Performance Management Solutions For Incentive Compensation, Q1 2025, provides insights into how this category is evolving and where customers are getting the most value.
In this must-watch presentation from the 2024 Customer Experience Strategies Summit, Usman Janvekar, CX Lead at Sanofi, revealed the transformative power of AI applications in modern business. Usman highlighted a proven framework for AI application development, post-saving opportunities through advanced … The post AI in Customer Experience: Sanofi’s Game-Changing Insights | CXS 2024 appeared first on CX Canada 2024.
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
Have you ever spent 45 minutes on hold just to ask a simple question? These days are fading as conversational AI reimagines customer experiences across industries. AI-powered communication is raising the bar, offering instant support and personalized product recommendations that feel surprisingly human. Conversational AI vs. Basic Chatbots: What You Should Know Chatbots are not the same as conversational AI.
Usman Janekankar of Sanofi presented an inspiring session at the 2024 CXS Summit that explored strategies to master AI applications in the customer experience world! The AI Imperative In an era of rapid technological transformation, artificial intelligence has emerged as … The post A 7 Step Strategic Guide to Transformative Innovation: Mastering AI Applications in CX| Blog Post appeared first on CX Canada 2024.
In today’s digital marketplace, the traditional one-time purchase model is rapidly giving way to something far more sustainable and profitable. Subscription commerce isn’t just another fleeting trendit’s fundamentally reshaping how businesses approach customer relationships and revenue generation. Every month, millions of consumers wake up to packages containing everything from specialty coffee beans to curated clothing collectionsall arriving like clockwork without requiring a
In this groundbreaking session, Carlo Savino, Lenovo’s Head of E-Commerce, reveals how customer experience can become your most powerful business strategy. Carlo highlighted how to turn CX from a cost center into a revenue generator, to learn segment-specific experience design, … The post Lenovo’s CX Masterclass: Transforming Customer Experience into Business Growth | CXS 2024 appeared first on CX Canada 2024.
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
The AI Transformation In AR In the dynamic world of finance, artificial intelligence (AI) is transforming accounts receivable (AR) processes, driving efficiency and accuracy like never before. Our latest report, “Top AI Use Cases for Accounts Receivable Automation in 2025,” explores the groundbreaking ways AI is reshaping AR, from collection management to electronic invoice presentment.
At last year’s CXS Summit, Neil Patel, founder of NP Digital, highlighted the importance of customer experience in B2B marketing. He noted that companies focusing on customer service are six times more likely to meet retention goals. Patel urged B2B … The post B2B Marketing Masterclass: Customer Experience Secrets Revealed! | CXS 2024 appeared first on CX Canada 2024.
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