Gainsight
DECEMBER 16, 2024
My favorite holiday story of all time is Charles Dickens A Christmas Carol. The timeless lessons about reflection, redemption, and transformation resonate deeply with me, especially during this season. As I thought about why I joined Gainsight as Chief Marketing Officer, and the incredible journey ahead, I kept hearing the voice of Jacob Marley: I wear the chain I forged in life.
Comm100
DECEMBER 16, 2024
Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market
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AWS Machine Learning
DECEMBER 16, 2024
We spoke with Dr. Swami Sivasubramanian, Vice President of Data and AI, shortly after AWS re:Invent 2024 to hear his impressionsand to get insights on how the latest AWS innovations help meet the real-world needs of customers as they build and scale transformative generative AI applications. Q: What made this re:Invent different? Swami Sivasubramanian: The theme I spoke about in my re:Invent keynote was simple but powerfulconvergence.
ShepHyken
DECEMBER 16, 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. The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share.
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.
CX University
DECEMBER 16, 2024
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term The Golden Rules of CX. The Golden Rules represent essential guidelines for achieving success either broadly or within a specific endeavor. This is the second of a three-part series on thenine golden rules for CX Success, originally published on CustomerThink.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Zonka Feedback
DECEMBER 16, 2024
Salesforce, a leading customer relationship management platform, becomes even more powerful when integrated with Zonka Feedback Surveys. Embedding surveys in Salesforce emails allows you to collect customer feedback seamlessly, enhancing the efficiency of your sales, service, and marketing teams. With Salesforces automation features, you can trigger surveys at critical touchpoints, such as post-purchase or ticket resolution, and sync responses directly to customer profiles for a unified view.
CSM Magazine
DECEMBER 16, 2024
HubSpot has announced the acquisition of Frame AI, an AI-powered conversation intelligence platform, to enhance its ability to provide real-time insights from unstructured data. Frame AI’s technology converts unstructured data like emails, calls, and meetings into actionable recommendations, enabling businesses to anticipate customer needs and enhance customer experiences.
Optimove
DECEMBER 16, 2024
Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With more than 70% of carts abandoned, there is a tremendous opportunity for additional revenues and profits for those marketers who can leverage smart email marketing strategies to have a percentage of those customers complete those purchases. However, simply sending additional emails will not convert those customers.
CSM Magazine
DECEMBER 16, 2024
For the fifth year in a row, Southwest Gas has been recognized for top-tier customer satisfaction in Residential Natural Gas Service for the West region among large utilities. This recognition comes from the J.D. Power 2024 Gas Utility Residential Customer Satisfaction Study. The company also earned high marks for its commitment to safety, reliability, and payment services.
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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.
Alida
DECEMBER 16, 2024
Discover what sets research teams apart with Innovation Days key takeaways. Elevate your 2025 research strategy today!
CSM Magazine
DECEMBER 16, 2024
Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound. Today, managing service across multiple channels is costly and often leaves customers frustrated. To simplify interactions, many companies are rethinking their omnichannel strategies.
Adrian Swinscoe
DECEMBER 16, 2024
In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the [] The post The two-sided customer experience problem and how VoC data is the answer first appeared on Adrian Swinscoe.
CSM Magazine
DECEMBER 16, 2024
Tata Communications has unveiled Kaleyra AIan innovative, AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities that surpass traditional communication tools. Seamlessly integrating with communication channels and live agent interfaces, the portfolio harnesses Generative AI (GenAI) to deliver a competitive advantage through streamlined, personalized, and highly engaging customer interactions.
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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.
Brandwatch CX
DECEMBER 16, 2024
Master LinkedIn ad sizes with key specs and best practices for effective campaigns. Enhance your ad strategy todayread more for expert insights!
Zonka Feedback
DECEMBER 16, 2024
How many unread emails are sitting idle in your inbox100, 500, or maybe even more? With so much noise competing for attention, convincing someone to open your email survey can feel like an uphill battle.
Forrester's Customer Insights
DECEMBER 16, 2024
Theres a school of thought that writes most sustainability efforts off as annoying virtue signaling: Consumers with time and disposable income choose to pay a green premium for products that make them feel good, and companies plant trees and recycle coffee cups to make those customers like them.
CSM Magazine
DECEMBER 16, 2024
BT Group is enhancing customer support by incorporating advanced AI and generative AI technologies in partnership with Sprinklr. The updated customer contact platform aims to improve the EE and BT customer experience through conversational AI and streamlines support processes for the Groups customer service representatives across its business, consumer, and internal contact channels.
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.
Forrester's Customer Insights
DECEMBER 16, 2024
In an era marked by rapid digital transformation, HSBC has boldly stepped into the future of finance with the introduction of its Gold Token in Hong Kong.
AWS Machine Learning
DECEMBER 16, 2024
Organizations are continuously seeking ways to use their proprietary knowledge and domain expertise to gain a competitive edge. With the advent of foundation models (FMs) and their remarkable natural language processing capabilities, a new opportunity has emerged to unlock the value of their data assets. As organizations strive to deliver personalized experiences to customers using generative AI, it becomes paramount to specialize the behavior of FMs using their ownand their customersdata.
Forrester's Customer Insights
DECEMBER 16, 2024
Chaque anne, depuis maintenant une vingtaine danne, je partage une synthse des prvisions que Forrester anticipe pour lanne qui vient.
AWS Machine Learning
DECEMBER 16, 2024
Today, we are excited to announce that the Llama 3.3 70B from Meta is available in Amazon SageMaker JumpStart. Llama 3.3 70B marks an exciting advancement in large language model (LLM) development, offering comparable performance to larger Llama versions with fewer computational resources. In this post, we explore how to deploy this model efficiently on Amazon SageMaker AI , using advanced SageMaker AI features for optimal performance and cost management.
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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
DECEMBER 16, 2024
2024 has been a year of profound transformation. Major elections, political unrest, wars, civil uprisings, and ongoing supply chain disruptions have created global turbulence. Despite these challenges, a silent technological revolution is driving fundamental shifts in human behaviour, community interactions, societal structures, and government services.
Forrester's Customer Insights
DECEMBER 16, 2024
Last year, I wrote a pastiche called the Twelve Days of Loc-Mess after a client asked about the root causes of localization problems. This week, I wondered if I should re-post the blog, perhaps with a few updatesand was amazed to realize that after one short year I would change it almost totally.
Forrester's Customer Insights
DECEMBER 16, 2024
When President-elect Donald Trump declared that he would shut it down during his campaign, many dismissed it as mere rhetoric. Yet beneath the sound bite lies a policy approach thats surprisingly ordinary at least by international standards. What at first appears to many on both sides of the political aisle as drastic restructuring of federal agencies is in fact what many democracies call machinery of government changes.
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