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From left to right: Brent, Ricardo, Paul, and Ray! A perfectly tiered photo with Ray standing the highest. Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest Last week, we had the amazing event in Atlanta, CRM Playaz IRL 2025 , hosted by the venerable “Godfather of CRM” Paul Greenberg and Brent Leary , an incredible team working together.
What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success.
Evaluating large language models (LLMs) is crucial as LLM-based systems become increasingly powerful and relevant in our society. Rigorous testing allows us to understand an LLMs capabilities, limitations, and potential biases, and provide actionable feedback to identify and mitigate risk. Furthermore, evaluation processes are important not only for LLMs, but are becoming essential for assessing prompt template quality, input data quality, and ultimately, the entire application stack.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies leverage loyalty programs to generate additional revenue? Can loyalty programs drive repeat business without sacrificing the quality of customer experience? How can technology help create a seamless customer experience within a loyalty program?
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
In production generative AI applications, responsiveness is just as important as the intelligence behind the model. Whether its customer service teams handling time-sensitive inquiries or developers needing instant code suggestions, every second of delay, known as latency, can have a significant impact. As businesses increasingly use large language models (LLMs) for these critical tasks and processes, they face a fundamental challenge: how to maintain the quick, responsive performance users expe
I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation Id had with a colleague. Briefly, I noticed that , absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not need costly humans to handle), the new technology would actually decrease CX in the long run because brands would be less driven to address the root causes of issues.
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I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation Id had with a colleague. Briefly, I noticed that , absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not need costly humans to handle), the new technology would actually decrease CX in the long run because brands would be less driven to address the root causes of issues.
Some very popular business sayings are potentially detrimental to your organization. I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Ive written full articles about some of these topics in the past.
Re-engage your churned customers with this guide Download Now Why it Matters: The Super Bowl will bring a wave of new and casual bettors. For sportsbook operators, it is a double-edged sword, first creating a unique opportunity to boost engagement and second providing bait for operators to waste marketing budget and effort on new players who are one-time players.
Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue. Here’s how to use AI customer insights to drive meaningful growth in your business.
DeepSeeks open-source model, DeepThink (R1) by a little-known company in China sent shock waves across the technology world. It’s amazing. Yes, it does excel at benchmarks comparable to other state-of-the-art models. Yes, it’s partially open-source. Yes, the DeepSeek app explains its reasoning by default. But there are far-reaching implications to this important AI development.
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.
Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. Imagine buying something and knowing exactly how to get the most out of it. That’s what its all about empowering customers with the know-how to get the full benefit of their purchase, every time.
Do you collect heaps of customer feedback but struggle to make sense of it? Maybe you’ve heard about tools like text analytics but aren’t sure how they work or where to start. You’re not alone! This beginner’s guide will walk you through how text analytics works , from gathering raw feedback to uncovering the trends that drive smarter decisions.
Voice of the Customer (VoC) has long been a cornerstone of customer experience (CX) strategies. Traditionally, organizations have relied on surveys to capture insights about customer perceptions, satisfaction, and expectations. These surveys are versatile, cost-effective, and provide structured feedback that can be used to gauge specific metrics.
With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.
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.
Indeed outsourcing is among the most well-kept secrets of effective management of costs in a business entity. The biggest benefit is that you dont need to recruit specific specialists for your staff but rather invite certain employees to complete certain tasks. The use of external contractors can free the main participants in the project and the manager, and outsourcing helps to concentrate on the competitive advantages.
Customer success is a proactive strategy designed to help clients reach their goals while strengthening long-term partnerships. Especially in SaaS, its about going beyond problem-solving and taking a consultative approach to create meaningful outcomes. By aligning with customer objectives, building tailored frameworks, and delivering consistent value, companies can set themselves apart and achieve sustaine
Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. I’ve observed numerous clients struggle with several key issues: Identifying Cost Inefficiencies: Many […] The post From Cost to Catalyst: A Consultants View on Transforming Organizatio
Working in customer-facing roles usually demands a high level of emotional intelligence. It doesn’t matter which sector you fall under. Whether you are managing complaints, addressing GGBET slot games issues, or offering support, emotional intelligence is a great skill. This is because it helps to display patience, empathy, and understanding despite the situation being taxing.
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.
Join the global community of 1,100+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today! Why Your Customers Aren't Happy Imagine this: your team spends weeks crafting smooth workflows, building cool tools, and designing experiences you’re sure customers will love.
What if your website is losing customersnot because of your product, but because of their experience? A poorly optimized layout, confusing navigation, or a frustrating checkout process can drive visitors away. In fact, 38% of users judge a website based on design and usability alone. But how do you know whats working and whats pushing users away? Thats where customer satisfaction (CSAT) surveys come in.
Imagine if your brand could connect with each customer as personally as a trusted friendanticipating their needs, offering the right advice, and delivering solutions at the perfect moment. By replicating this level of understanding and connection at scale, your financial brand can create experiences that feel personal, trusted, and truly impactful.
Registering and logging into a personal account on a gaming site are important steps for every new member. To start your journey, you just need to follow a few simple steps. The process of creating an account at CandyLand Casino login is fast enough and requires little effort. Once registered, you will have access to a wide range of entertainment options, as well as opportunities to receive various promotions and bonuses.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
How AI is Transforming CDPs Download Now >> Why it Matters: OptiLive is a game-changer for scaling CRM-powered live sports marketing and creating memorable experiences that drive results. Before operators start using OptiLive, its essential to understand its potential to transform player interaction and engagement in real-time. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaways: Below are the 14 FAQs about
Access to a wide range of entertainment options is becoming increasingly popular among Australians thanks to modern online platforms. The Spinfever Australia gaming site combines a variety of features with a user-friendly interface that adapts to the needs of users. Here you can find both classic variants and novelties that meet high quality standards.
Re-engage your churned customers with this guide Download Now Why it Matters: The 2025 Optimove Insights Consumer Marketing Fatigue Report reveals a key challenge for marketers: keeping customers engaged without overwhelming them. The report highlights the growing risk of losing customers due to irrelevant, excessive, or poorly timed messaging. As personalization and relevancy increasingly drive engagement, the report reveals that marketers who embrace AI-driven insights and advanced CRM tools c
Learn the right way to use AI-driven personalization, creating unique, customer-first experiences that drive loyalty and business growth. The post Whos Really Doing Personalization Right? (Hint: Its Not YouYet) appeared first on Doing CX Right.
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.
After completing The Forrester Wave: Knowledge Management Solutions, Q4 2024, I wanted to understand where the market was with the adoption of generative AI in knowledge management (KM) workflows. Vendors use genAI to streamline and accelerate different parts of the agile KM process.
Imagine if your brand could connect with each customer as personally as a trusted friendanticipating their needs, offering the right advice, and delivering solutions at the perfect moment. By replicating this level of understanding and connection at scale, your financial brand can create experiences that feel personal, trusted, and truly impactful.
We need to talk about Texas attorney general Ken Paxton. The Texas Data Privacy and Security Act partially went into effect July 1 and went into full effect on January 1, 2025.
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