InMoment XI
SEPTEMBER 17, 2024
Did you know that 38% of Millennials and 39% of Gen Z consumers reported that they are most likely to give up solving a problem with a product or service if they cannot find a solution themselves? With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand.
Experience Investigators by 360Connext
SEPTEMBER 17, 2024
Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization’s unique CX landscape, from identifying quick wins to building long-term visions that align with your company’s mission and values.
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C3Centricity
SEPTEMBER 17, 2024
CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. A customer-first strategy has emerged as a pivotal approach to business success in every industry, prioritizing customers’ needs, preferences, satisfaction and delight across all facets of an organisation.
ShepHyken
SEPTEMBER 17, 2024
My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend.
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.
Storyminers
SEPTEMBER 17, 2024
Welcome to WordPress. This is your first post. Edit or delete it, then start writing! The post Hello world! first appeared on Storyminers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
SEPTEMBER 17, 2024
At this year's AWS Summit in Toronto, Alida's Senior Director of Engineering ,Vincy William, shares how Alida is using generative AI to revolutionize the world of qualitative research.
Doing CX Right
SEPTEMBER 17, 2024
Robots making burritos? Discover how Chipotle's AI revolution is reshaping the restaurant industry and customer experience impacts. The post What If Your Next Burrito Was Made By A Robot? appeared first on Doing CX Right.
AWS Machine Learning
SEPTEMBER 17, 2024
The post is co-written with Michael Shaul and Sasha Korman from NetApp. Generative artificial intelligence (AI) applications are commonly built using a technique called Retrieval Augmented Generation (RAG) that provides foundation models (FMs) access to additional data they didn’t have during training. This data is used to enrich the generative AI prompt to deliver more context-specific and accurate responses without continuously retraining the FM, while also improving transparency and minimizin
ShepHyken
SEPTEMBER 17, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service? Why is transparency when using AI in customer interaction? How can businesses balance between AI and human support?
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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.
AWS Machine Learning
SEPTEMBER 17, 2024
AWS DeepComposer was first introduced during AWS re:Invent 2019 as a fun way for developers to compose music by using generative AI. AWS DeepComposer was the world’s first machine learning (ML)-enabled keyboard for developers to get hands-on—literally—with a musical keyboard and the latest ML techniques to compose their own music. After careful consideration, we have made the decision to end support for AWS DeepComposer, effective September 17, 2025.
Optimove
SEPTEMBER 17, 2024
See the difference control groups make in this guide Download Now Why it matters: Meet Optimove at SBC, visit us, and learn how to increase player lifetime value and fuel growth. From expert CRM Lightning Talks and key Panel Sessions to showcasing our Partner Ecosystem – we’re offering exclusive opportunities to enhance your strategies and connect with industry leaders.
AWS Machine Learning
SEPTEMBER 17, 2024
Amazon Lookout for Equipment , the AWS machine learning (ML) service designed for industrial equipment predictive maintenance, will no longer be open to new customers effective October 17, 2024. Existing customers will be able to use the service (both using the AWS Management Console and API) as normal and AWS will continue to invest in security, availability, and performance improvements for Lookout for Equipment, but we do not plan to introduce new features for this service.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Wealth management firms must still balance the innovation AI offers with the oversight and governance expected from regulators. As AI continues make inroads in wealth management, it’s important for firms to use explainable AI tools that provide trust, transparency, and explainability to “black box” AI systems.
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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.
2020 Research
SEPTEMBER 17, 2024
Key Takeaways A high-stakes election combined with complex emotions creates a need for understanding and action; our respondents are making specific choices to manage the emotional experience and their mental wellness. Conversations are ongoing around both our democracy and being concrete about your voting intentions. These conversations lead to more direct action for some.
Help Scout
SEPTEMBER 17, 2024
Explore how the rising demand for AI skills is transforming customer support teams. Learn about AI-powered tools, emerging roles, and how to future-proof your CS career.
Blake Morgan
SEPTEMBER 17, 2024
United Airlines is transforming its customer experience with advanced tools like AI, mobile apps, and real-time communication. Linda Jojo, EVP and Chief Customer Officer, is leading this transformation by integrating technology with a customer-first approach.
Feedbackly
SEPTEMBER 17, 2024
Many brands are competing to win their customer’s hearts today, but how many of them are doing it right? As one of the driving forces behind consumer purchasing decisions, emotions are a decisive factor in customer satisfaction, loyalty, and advocacy, which are all key elements of your brand’s success. Emotional responses along the customer journey and the overall emotional experience can significantly impact the growth of your business.
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.
Zonka Feedback
SEPTEMBER 17, 2024
At Zonka Feedback, we’ve always been passionate about transforming how businesses handle customer feedback, and today, we’re excited to unveil something that will change the game once again—AI Sentiment CX Workflows.
SurveySensum
SEPTEMBER 17, 2024
Companies that close the feedback loop see 3x more promoters. Ignoring feedback leads to a loss of momentum — Promoters lose enthusiasm, Passives remain neutral, and Detractors can become louder in their criticism. To fix this, launch targeted NPS follow-up emails. These emails drive real engagement, turning insights into action and building lasting loyalty.
NobelBiz
SEPTEMBER 17, 2024
Businesses continue to evolve, and so do the technologies at work within them. One of the most significant innovations in the recent past within communications has been VoIP, or Voice over Internet Protocol. VoIP phone systems revolutionize how businesses can connect with one another and customers internally, through flexibility, cost savings, and high-quality service.
5CA
SEPTEMBER 17, 2024
The post The Power of One: Aligning Workforce Teams for a Superior Customer Experience appeared first on 5CA.
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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.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Roll up your sleeves because there’s work to be done at Forrester’s upcoming B2B Summit EMEA, taking place 7th-9th October in London. Last year’s delegates told us that they wanted to see much more practical, hands-on application of the research showcased; we listened, we heard, and we’ve taken action.
DCX
SEPTEMBER 17, 2024
Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Join the DCX community as a Premium subscriber to support the continued creation of posts like this. To Celebrate reaching 1K subscribers, I’m offering new Premium Subscribers a special offer that ends October 1. Get 75% off forever Are you looking to get in front of 1K+ Customer-obsessed Leaders?
Forrester's Customer Insights
SEPTEMBER 17, 2024
Last week I attended the 10th annual SaaStr conference in San Mateo. For those unfamiliar, SaaStr is a community and resource hub that covers the building and scaling of software-as-a-service (SaaS) companies. The conference brings together industry leaders, entrepreneurs, and investors to network and share insights.
DCX
SEPTEMBER 17, 2024
Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Join the DCX community as a Premium subscriber to support the continued creation of posts like this. To Celebrate reaching 1K subscribers, I’m offering new Premium Subscribers a special offer that ends October 1. Get 75% off forever Are you looking to get in front of 1K+ Customer-obsessed Leaders?
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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.
Forrester's Customer Insights
SEPTEMBER 17, 2024
You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, CX pros need to temper their expectations.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Technical debt is a growing issue for many organizations. Forrester’s Q2 2024 Tech Pulse Survey revealed that only 21% of US IT decision-makers report no significant technical debt. In contrast, 49% face moderate levels, and an alarming 30% struggle with high or critical debt.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Tech sprawl refers to the uncontrolled expansion or proliferation of technological tools, platforms, systems, and solutions within an organization. As companies grow, merge, and digitally transform, their technology footprint expands, often leading to redundancy and inefficiency.
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