InMoment XI
APRIL 3, 2025
The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. But how exactly are businesses making this transition?
AWS Machine Learning
APRIL 3, 2025
Inspecting wind turbines, power lines, 5G towers, and pipelines is a tough job. Its often dangerous, time-consuming, and prone to human error. Thats why we at Amazon Web Services (AWS) are working on AI Workforcea system that uses drones and AI to make these inspections safer, faster, and more accurate. This post is the first in a three-part series exploring AI Workforce, the AWS AI-powered drone inspection system.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
The DiJulius Group
APRIL 3, 2025
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys.
AWS Machine Learning
APRIL 3, 2025
Every year, AWS Sales personnel draft in-depth, forward looking strategy documents for established AWS customers. These documents help the AWS Sales team to align with our customer growth strategy and to collaborate with the entire sales team on long-term growth ideas for AWS customers. These documents are internally called account plans (APs). In 2024, this activity took an account manager (AM) up to 40 hours per customer.
Advertisement
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.
Thematic
APRIL 3, 2025
By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Why? Because customers are tired of slow responses, generic replies, and unresolved issues. Text analytics —especially when powered by AI—is changing that. It helps businesses make sense of messy, unstructured feedback and turn it into something that actually improves service, products, and customer relationships.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Maru Group
APRIL 3, 2025
If theres one thing you can predict at the moment, its just how unpredictable the world seems to be. In light of some of the most turbulent economic conditions weve seen for some time, not to mention global uncertainty surrounding changes to tariffs coming from the United States, the prevailing opinion seems to be that no-one knows what tomorrow will bring.
CSM Magazine
APRIL 3, 2025
The next generation of the internet, Web3, is here. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in. The goal? Better customer experiences. But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? The Power of Decentralization One of Web3’s core concepts is decentralization.
Blake Morgan
APRIL 3, 2025
Zendesk is shifting the focus of customer service from routine metrics to measurable outcomesplacing resolution at the center of its strategy. At the recent Zendesk Relate event in Las Vegas, Zendesk CEO Tom Eggemeier introduced the Zendesk Resolution Platform: a fully integrated, AI-powered system built to solve real customer problems, not just manage tickets.
Optimove
APRIL 3, 2025
Re-engage your churned customers with this guide Download Now Why it Matters: The iGaming Churn Descending Recovery Curve reveals a simple but powerful truth: the faster marketers act on player churn, the more they will recover in both engagement and revenue. Based on data from over 5 million players, proprietary research shows that players are most likely to return and most valuable within the first day of churn.
Advertisement
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.
Forrester's Customer Insights
APRIL 3, 2025
OCBC has emerged as a leader in enterprise AI adoption, seamlessly integrating generative AI across its operations. I recently spoke with Donald MacDonald, Head of OCBC’s Group Data Office, about the bank’s AI journey. Q: Donald, OCBC’s success with AI seems to stem from a long-term vision rather than a sudden pivot.
Brandwatch CX
APRIL 3, 2025
Discover effective strategies to build lasting brand relationships and enhance customer loyalty. Read the article to strengthen your brand's connection.
Forrester's Customer Insights
APRIL 3, 2025
Generative AI was so two years ago. Now, businesses are all about agentic AI (not to be confused with AI agents), channeling the brouhaha of ChatGPT in 2023. But where is the consumer in all this? While businesses are moving to experiment and learn more about agentic AI, consumers are not.
Brandwatch CX
APRIL 3, 2025
Discover effective strategies to elevate your Reddit marketing efforts. Learn practical tips and insights for successful community engagement. Read more.
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
APRIL 3, 2025
Last weeks mega deal of Google acquiring CNAPP provider Wiz for $32B has some lamenting the future of IPOs in the cybersecurity space.
Brandwatch CX
APRIL 3, 2025
Discover effective strategies for global social media marketing that drive engagement and growth. Read the article to elevate your marketing efforts today!
Brad Cleveland Blog
APRIL 3, 2025
Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it’s very believable. You further customer advocacy as you encourage dialogue, positive and negative, and engage where that makes sense. Learn more about why it’s important to respond to and encouraged dialogue with customer advocates in this video from my LinkedIn Learning course Customer Advocacy.
Brandwatch CX
APRIL 3, 2025
Discover essential PR strategies tailored for small businesses to drive effective growth. Learn actionable tips to elevate your brand's visibility read now.
Advertisement
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
APRIL 3, 2025
Events such as COVID-19 and the Russo-Ukrainian War demonstrate that the location of manufacturing greatly impacts national security, highlighting that companies need to diversify their supply chains to maintain an optimal balance between cost and flexibility.
Brandwatch CX
APRIL 3, 2025
Learn how SMART marketing can help you reach your target audience with the right goal setting and tracking strategies.
Thematic
APRIL 3, 2025
Imagine sending out a new product feature without ever checking what your customers think. Scary, right? Building a customer feedback loop is how we avoid flying blind. It’s a continuous cycle where we collect feedback, act on it, and show customers they’ve been heard—boosting trust and customer insights. In fact, 77% of customers have a more favorable view of brands that ask for and accept feedback But how do you create a customer feedback loop?
PeopleMetrics
APRIL 3, 2025
This lesson has stood the test of time: if your people already live in a systemlike Salesforce, HubSpot, or Dynamicsmeet them there. Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. The twist? CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. The principle hasnt changed: make it easy, and theyll use it.
Advertisement
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.
Experience Investigators by 360Connext
APRIL 3, 2025
Customer expectations are higher than ever, and the companies that thrive are those that place customer experience (CX) at the center of their strategy. However, many C-suite executives face challenges in elevating CX to a top priority, such as siloed departments, unclear ROI, and limited resources. This webinar is designed for senior leaders ready to drive change and make CX a key differentiator.
Daniel Group
APRIL 3, 2025
Recently, Ive been hearing from clients and prospects alike that they want something better from their customers, the kind of insights that cant always be captured in a quick online survey. Weve seen several companies looking to add or bring back phone surveys after finding that digital-only feedback left too many questions unanswered. It appears that more companies are realizing that digital feedback tools, while efficient, provide feedback that is sometimes incomplete.
InteractionMetrics
APRIL 3, 2025
We’ve just updated our blog on How to Choose A Net Promoter Company with even more insights and detailed breakdowns! It now contains tons of useful new information, including: The biggest mistakes companies make with NPS (and how to avoid them) What scientific rigor really means when it comes to collecting feedback Why open-ended responses are the key to improving your score And much more!
Forrester's Customer Insights
APRIL 3, 2025
In todays era of volatility, technology leaders will need to do more with even less. This means dusting off the cost-cutting playbook to seek out additional optimization opportunities without sacrificing your AI ambitions. Here are a few cost-cutting measures to focus on in the near term.
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.
CSM Magazine
APRIL 3, 2025
Bitcoin is the most well-known digital coin in the world, the asset that has served as a blueprint for the entire cryptocurrency ecosystem. As a result, it also has the highest market cap level of the entire ecosystem, and its movements affect all the other cyber tokens. When Bitcoin performs well, so do the altcoins, as the entire marketplace is energized, although its lack of dominance in the ecosystem has sometimes been correlated with some of the other coins having a stronger run.
Forrester's Customer Insights
APRIL 3, 2025
Across IT, acronyms come with the territory.
Expert insights. Personalized for you.
195 
Let's personalize your content