CSM Magazine
MARCH 13, 2025
How do you know your customers are truly satisfied? Its a question that can make or break a business. Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. Following the right numbers lets companies change how they do things. Better service and bigger profits are the result.
InteractionMetrics
MARCH 13, 2025
Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.
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Optimove
MARCH 13, 2025
Re-engage your churned customers with this guide Download Now Why it Matters: With bettor participation skyrocketing, now is the time for gaming operators to refine their engagement and retention strategies to maximize revenue and long-term customer loyalty. Key takeaways: Optimove Insights’ latest iGaming Pulse analysis reveals a significant and sustained increase in the number of daily sports bettors in the US over the past three NFL seasons.
eglobalis
MARCH 13, 2025
How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue.
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.
IntouchInsight
MARCH 13, 2025
Imagine this: Peter is hungry and in a hurry for something satisfying to eat. He pulls into a drive-thru, but the menu is cluttered, the line is long, and the speaker is barely audible. Or maybe he's scrolling through UberEats, but the restaurant he wants has confusing prices and limited customization. What should be a quick meal for Peter turns into an annoying experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
PeopleMetrics
MARCH 13, 2025
AI is transforming nearly every aspect of VoC. Its revolutionizing survey design, automating analysis, and personalizing customer interactions at scale. But heres something AI hasnt changed: Putting the first survey question in the email invitation is still the best way to increase response rates. This is one of the rare VoC best practices that AI hasnt impacted.
AWS Machine Learning
MARCH 13, 2025
Open foundation models (FMs) allow organizations to build customized AI applications by fine-tuning for their specific domains or tasks, while retaining control over costs and deployments. However, deployment can be a significant portion of the effort, often requiring 30% of project time because engineers must carefully optimize instance types and configure serving parameters through careful testing.
Adrian Swinscoe
MARCH 13, 2025
This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe.
AWS Machine Learning
MARCH 13, 2025
The integration of generative AI agents into business processes is poised to accelerate as organizations recognize the untapped potential of these technologies. Advancements in multimodal artificial intelligence (AI), where agents can understand and generate not just text but also images, audio, and video, will further broaden their applications. This post will discuss agentic AI driven architecture and ways of implementing.
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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.
CSM Magazine
MARCH 13, 2025
John Tschohl, founder and president of the Service Quality Institute, presents his guide to Handling Irate Customers and Difficult Situations Technique card. Not all customers are nice. Strong, assertive people will chew people up and spit them out if your employees are slow, weak, or incompetent. Very few employees know how to handle an irate or difficult customer.
AWS Machine Learning
MARCH 13, 2025
DeepSeek-R1 , developed by AI startup DeepSeek AI , is an advanced large language model (LLM) distinguished by its innovative, multi-stage training process. Instead of relying solely on traditional pre-training and fine-tuning, DeepSeek-R1 integrates reinforcement learning to achieve more refined outputs. The model employs a chain-of-thought (CoT) approach that systematically breaks down complex queries into clear, logical steps.
CSM Magazine
MARCH 13, 2025
Industry-leading insurtech Zywave has won five Stevie Awards in the 19 th annualStevie Awards for Sales & Customer Service. The recognition includes highest honors, Gold in the category of Customer Service Transformation for the company’s unprecedented improvement in customer satisfaction, operational efficiency, and innovation. The Stevie Awards for Sales & Customer Service are one of the world’s top honors for customer service, contact center, business development, and sale
AWS Machine Learning
MARCH 13, 2025
The Qwen 2.5 multilingual large language models (LLMs) are a collection of pre-trained and instruction tuned generative models in 0.5B, 1.5B, 3B, 7B, 14B, 32B, and 72B (text in/text out and code out). The Qwen 2.5 fine tuned text-only models are optimized for multilingual dialogue use cases and outperform both previous generations of Qwen models, and many of the publicly available chat models based on common industry benchmarks.
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.
Circular Edge
MARCH 13, 2025
Join CE at PackerLand Users Group Thursday, April 17, 2025 | Oshkosh, WI Featured CE Breakout Session: Jumpstarting Digital Transformation: Wis-Paks Strategic Planning Journey Join this session to hear the story of Wis-Pak, a leading manufacturer and distributor of Pepsi-Cola and other leading soft drinks with headquarters in Wisconsin, and their journey to management approval, discovery and embracing the latest that JD Edwards has to offer.
CSM Magazine
MARCH 13, 2025
(L-R) David Lord, Warren Hudson and Darren Blythe Al Haddad Motors has been awarded the prestigious Mercedes-Benz General Distributor Award for 2024, marking its first-ever recognition for “Best Customer Service Business Performance” in the Small Market category. The achievement highlights the companys unwavering dedication to exceptional customer service and upholding the Mercedes-Benz brands reputation for excellence.
Circular Edge
MARCH 13, 2025
Join CE at SouthEast Users Group Thursday, April 10, 2025 | Nashville, TN Featured CE Breakout Session: Rock n Roll with JD Edwards Ready to level up your JD Edwards? Now more than ever its important to find ways to increase productivity, streamline and automate business processes, improve user experiences and modernize operations. This session will take you on a journey of embracing new technology inside and outside of JD Edwards featuring case studies for leveraging modern tools and approaches
The DiJulius Group
MARCH 13, 2025
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need.
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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.
CSM Magazine
MARCH 13, 2025
The digital casino floor is a bustling place. Games flashing, jackpots dropping, and players expecting a smooth ride. But even the slickest iGaming platform hits a snag, doesnt it? That’s where customer support comes in, not just fixing things but building relationships with players. Strong support fosters trust, breeds loyalty, and basically paves the way for long-term success.
Circular Edge
MARCH 13, 2025
As businesses grow beyond $10 million in revenue, managing operations efficiently becomes a challenge. At this stage, a well-integrated Enterprise Resource Planning (ERP) system becomes essential for streamlining financials, supply chain, HR, and customer management. But with so many ERP solutions on the market, how do you choose the right one? For small to mid-sized businesses (SMBs) in the $10M$100M range, the ideal ERP should be scalable, cost-effective, and tailored to industry needs.
Forrester's Customer Insights
MARCH 13, 2025
Three years ago, Lee Sustar and I published the report, Navigate The Cloud-Native Ecosystem In 2022.
BlueOcean
MARCH 13, 2025
Blue Ocean, a world-leader in customer care solutions, has been awarded a Bronze Stevie Award in the “Achievement in Customer Experience” category at the 19th annual Stevie Awards for Sales & Customer Service. This prestigious recognition marks Blue Ocean’s seventh Stevie Award, following a Bronze Stevie win in 2017 and 2021 and Silver Stevies in 2019, 2020, 2021 and 2024.
Speaker: Becky Parisotto and John Vurdelja
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
Forrester's Customer Insights
MARCH 13, 2025
Companies have been grappling for years with how to personalize customer interactions without being creepy, and data deprecation only adds more complexity. Though Google scrapped its plans to deprecate the third-party cookie, privacy regulations and consumer use of privacy-protecting browsers and tools motivate brands to focus on collecting data directly from consumers.
AWS Machine Learning
MARCH 13, 2025
This post is cowritten with Harrison Hunter is the CTO and co-founder of MaestroQA. MaestroQA augments call center operations by empowering the quality assurance (QA) process and customer feedback analysis to increase customer satisfaction and drive operational efficiencies. They assist with operations such as QA reporting, coaching, workflow automations, and root cause analysis.
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