InMoment XI
OCTOBER 4, 2024
A customer’s experience doesn’t start and end with purchasing your product or service. It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success.
Calabrio
OCTOBER 4, 2024
Analytics Why Manual Quality Management is Falling Behind (and what to do about it) Share The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success. Contact centers are at the heart of this challenge. But without the right the tools to respond to todays fast-evolving demands, they can also quickly become part of the problem, rather than a crucial source of solutions.
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AWS Machine Learning
OCTOBER 4, 2024
In the generative AI era, agents that simulate human actions and behaviors are emerging as a powerful tool for enterprises to create production-ready applications. Agents can interact with users, perform tasks, and exhibit decision-making abilities, mimicking humanlike intelligence. By combining agents with foundation models (FMs) from the Amazon Titan in Amazon Bedrock family, customers can develop multimodal, complex applications that enable the agent to understand and generate natural languag
Calabrio
OCTOBER 4, 2024
Analytics Pourquoi la gestion manuelle de la qualit prend du retard (et ce qu’il faut faire) Sautez en avant Share Le paysage de la gestion de la qualit (QM) subit une transformation rapide, car la fourniture d’expriences client exceptionnelles est devenue un facteur dterminant de la russite des entreprises. Les centres de contact sont au cur de ce dfi.
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.
Beyond Philosophy
OCTOBER 4, 2024
One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won’t learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, you ease participants into the session, ensuring they’re ready to engage.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Gainsight
OCTOBER 4, 2024
As a customer success (CS) leader, I’ve witnessed firsthand the transformative power of artificial intelligence in our industry. The rapid evolution of AI technology is reshaping how we engage with customers, manage our teams, and drive business growth. Without further ado, here’s my perspective on how AI is becoming a crucial competitive differentiator in customer success. 1.
Uplight
OCTOBER 4, 2024
Cooler weather is here, and the energy events season is in full swing. We hope to connect with you this fall at one of these upcoming events. E Source Forum October 8-11, 2024 – Denver, CO Uplight is a proud sponsor, speaker, and exhibitor at this year’s E Source Forum! Connect with us in Denver Read More The post Catch Uplight at Industry Events This Fall!
ChurnZero
OCTOBER 4, 2024
Everyone knows a CS leader who stands out from the competition. But what playbooks, strategies and techniques do the best customer success leaders have in common – and what do they prioritize to help their teams succeed? Peter Armaly, a seasoned CS leader, principal at Valuize , and author of Mastering Customer Success , recently dove into this topic for our recent webinar, exploring the most effective strategies of the top CS leaders and why they work, how they help their teams through ro
CSM Magazine
OCTOBER 4, 2024
The casino industry is one of excitement, entertainment, and creating an unforgettable experience for its guests. In New Jersey, casinos are not about wagering; instead, every decision is driven by the core issue of customer satisfaction. Indeed, ensuring that patrons leave with a smile is key to long-term success in this highly competitive environment where each casino hopes to be the number one choice for gamblers and tourists alike.
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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.
Gainsight
OCTOBER 4, 2024
As a customer success (CS) leader, I’ve witnessed firsthand the transformative power of artificial intelligence in our industry. The rapid evolution of AI technology is reshaping how we engage with customers, manage our teams, and drive business growth. Without further ado, here’s my perspective on how AI is becoming a crucial competitive differentiator in customer success. 1.
CSM Magazine
OCTOBER 4, 2024
Exceptional customer service has historically been linked with high levels of human interaction. The more frequent dealings with a person, in real life or over the phone, the higher the perception of great service. Here we’ll ask why this might be an outdated notion. Many industries have naturally adapted to a “human-less” interface and even enhanced their quality of customer service in the process.
SurveySensum
OCTOBER 4, 2024
How are you staying on top of feedback coming from all your sources? Your customers’ feedback is flowing in from multiple sources – email, social media reviews, live chat interactions, in-store interactions, etc. Managing such a vast amount of data and taking action can be challenging and overwhelming. And without a proper and streamlined system in place feedback gets lost, the sentiment goes unnoticed, and opportunities to improve get overlooked.
Happy or Not
OCTOBER 4, 2024
With Gartner reporting that over 80% of organizations expect to compete mainly based on Customer Experience , PwC fin ding that c onsumers will pay a 16% price premium for a great customer experience and 97% of consumers telling Forbes that customer service is crucial for brand loyalty , having the right tools to ensure that great experience is absolutely critical to the survival of many businesses.
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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.
Forrester's Customer Insights
OCTOBER 4, 2024
In the competitive B2B landscape, above-average growth is a common ambition, yet many businesses fail to achieve this objective. According to Forrester’s State Of Customer Obsession Survey, 2024, 83% of B2B decision-makers set meeting commercial growth targets as a top priority. However, only 24% are outpacing their industry’s average growth. The underlying issue?
Calabrio
OCTOBER 4, 2024
Analytics Warum das manuelle Qualittsmanagement ins Hintertreffen gert (und was man dagegen tun kann) Vorsprung Share Die Landschaft des Qualittsmanagements (QM) befindet sich in einem rasanten Wandel, da die Bereitstellung auergewhnlicher Kundenerlebnisse (CX) zu einem entscheidenden Faktor fr den Geschftserfolg geworden ist. Die Kontaktzentren stehen im Mittelpunkt dieser Herausforderung.
Forrester's Customer Insights
OCTOBER 4, 2024
AI agents are getting a lot of buzz. They featured in Forrester’s Top 10 Emerging Technologies for 2024, bagged the keynote spot at Salesforce’s conference, and have allegedly triggered an arms race between OpenAI and big tech companies. What, exactly, are AI agents?
2020 Research
OCTOBER 4, 2024
Key Takeaways Seven of the 15 young male voters interviewed were leaning toward Kamala Harris, while eight of them were leaning toward Trump. Half of the Trump supporters said they like their candidate, while the other half are opposed to voting for Harris. In contrast, more than one of the Harris supporters saw voting for her as “the lesser of two evils.
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.
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