CSM Magazine
JANUARY 15, 2025
Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact. There is a direct link between customer satisfaction and high FCR rates.
Optimove
JANUARY 15, 2025
Take your customer segmentation to the next level with our advanced guide Download Now Every January, businesses around the globe celebrate Get to Know Your Customer’s Day , a reminder of the core principle driving all successful marketing: knowing your customers is essential to creating meaningful engagement and lasting loyalty. Why it Matters: For Optimove, this day isnt just about reflectionits a rallying cry to embrace customer-led marketing and leverage the tools that help businesses
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CSM Magazine
JANUARY 15, 2025
Building strong customer relationships hinges on one key skill: empathy. Understanding a customers emotions and concerns can transform an average interaction into a memorable experience. But how do you effectively train for something as complex as empathy? This is where AI-powered tools step in, offering innovative ways to sharpen these skills. AI role-play creates realistic customer scenarios, helping you practice emotional intelligence in dynamic environments.
Brandwatch CX
JANUARY 15, 2025
Navigate the evolving social media algorithms with our practical tips for success in 2025. Boost your engagement and visibilityread more now.
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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.
CSM Magazine
JANUARY 15, 2025
Its frustrating, right? The radio silence from customers who had the most potential for a long-term partnership. Customers dont always say whats wrong. They drop out quietly, and those silent reactions are often louder than we realize. The worst part is: once they walk away, theres often no getting them back. According to PwC , 59% of customers will switch to a competitor after several negative support experiences.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
JANUARY 15, 2025
One of the hottest topics in 2024 was AI and its influence on nearly every industry. While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. Whether you run your own e-commerce platform or work for a payment processor that operates very similarly to a bank , you have likely implemented or thought about implementing AI into your customer service strategy.
inQuba
JANUARY 15, 2025
This past week was a good one for inQuba. We were fortunate to be awarded four Assegai awards at the annual DMA Direct Marketing Awards Evening. We are very grateful for both the recognition but more importantly the wonderful clients with whom we work to produce the stellar results leading to the award recognition. The link to that post is here What has been on my mind this past week is the very large and mature CX programs that are in play in many organisations and the relatively emergent field
CSM Magazine
JANUARY 15, 2025
Aquant, a leading provider of AI-powered solutions for the field service industry, announced a new strategic vision for its Service Co-Pilot platform, marking a significant leap towards hyper-personalized AI in the service industry. Aquant’s latest advancements focus on personalizing AI to uniquely understand and address the complex challenges faced by service organizations in the manufacturing industry.
Forrester's Customer Insights
JANUARY 15, 2025
Today, Google announced that it will include the best of Google AI in its Workspace Business and Workspace Enterprise plans, without the need to purchase an add-on. Will this make Workspace more competitive against Microsoft 365?
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AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
AWS Machine Learning
JANUARY 15, 2025
This post introduces HCLTechs AutoWise Companion, a transformative generative AI solution designed to enhance customers vehicle purchasing journey. By tailoring recommendations based on individuals preferences, the solution guides customers toward the best vehicle model for them. Simultaneously, it empowers vehicle manufacturers (original equipment manufacturers (OEMs)) by using real customer feedback to drive strategic decisions, boosting sales and company profits.
Forrester's Customer Insights
JANUARY 15, 2025
What's the difference between a cryptocurrency and a stablecoin? What's a CBDC, anyway? We demystify the key terms in this blog post.
AWS Machine Learning
JANUARY 15, 2025
The AWS global backbone network is the critical foundation enabling reliable and secure service delivery across AWS Regions. It connects our 34 launched Regions (with 108 Availability Zones), our more than 600 Amazon CloudFront POPs, and 41 Local Zones and 29 Wavelength Zones, providing high-performance, ultralow-latency connectivity for mission-critical services across 245 countries and territories.
CSM Magazine
JANUARY 15, 2025
When being a business owner means that cyber threats are growing more sophisticated and frequent, protecting your digital assets is more critical than ever. Online attacks can disrupt operations, compromise sensitive information, and cause significant financial losses. Fortunately, a wide array of tools is available to help businesses and individuals defend against these evolving threats.
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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.
BirdEye
JANUARY 15, 2025
The internet is flooded with car review sites, but which ones deserve your attention? Whether you’re an automotive dealership tracking customer feedback or a buyer researching new cars, having trusted sources is essential. From new cars to certified pre-owned vehicles, we’ve curated the 10 platforms where authentic reviews shape buying decisions.
CSM Magazine
JANUARY 15, 2025
Modern entertainment venues offer a wide range of opportunities for those looking for variety and comfort in one place. Among the many options available, Sky Crown Casino offers comfort, a wide range of entertainment options and high quality service. The distinctive feature of this site is the wide range of entertainment suitable for people with different preferences.
Forrester's Customer Insights
JANUARY 15, 2025
MAD Services Deliver Cool New Products Whilst Transforming Your Development Capabilities Modern Application Development (MAD) services represent the next wave in custom application development services.
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