This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential.
Did you know that up to 110 million people in the United States use Apple Maps? The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. Adding an Apple Maps business listing helps companies dominate local search and drive conversions. As a result, you need to make sure that you have an updated business profile on Apple Maps to tap into a growing user base.
Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’
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.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions? What are the benefits of proactive communication in customer service? How can AI-driven tools support customer service agents in delivering better service?
Key Takeaways: Tunnel Vision and Oversimplification can derail the effectiveness of journey maps. Data Overload often leads to analysis paralysis. Customer journey maps need real-time feedback for accuracy. Internal teams tend to introduce bias into mapping, which skews results. Journey maps without implementation are a wasted investment. The Real Question: Is Customer Journey Mapping Worth […] The post Why Customer Journey Mapping?
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Key Takeaways: Tunnel Vision and Oversimplification can derail the effectiveness of journey maps. Data Overload often leads to analysis paralysis. Customer journey maps need real-time feedback for accuracy. Internal teams tend to introduce bias into mapping, which skews results. Journey maps without implementation are a wasted investment. The Real Question: Is Customer Journey Mapping Worth […] The post Why Customer Journey Mapping?
Whether you’re working for a heating, ventilation, and air conditioning (HVAC) company or hiring one for your business, it’s important to understand how customer service in furnace repair works. The best HVAC companies respond quickly and are known for their professionalism. Thanks to their expertise, they are able to meet and exceed all of your furnace repair expectations. 1.
Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles. Combating high employee attrition, delivering a truly integrated omnichannel experience, and correctly processing data are all crucial steps toward creating a modern, resilient contact center, each with its
Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions. Dynamics 365 meets this need by enabling companies to handle inquiries, feedback, and issue resolutions all in one place.
Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it matters: Personalizing the customer experience requires marketing that evolves with customer preferences and needs. To achieve this, marketers need direct access to customer data and the flexibility to analyze, manipulate, and activate it – at all times. The Big Picture: Optimove’s Data Studio gives brands complete control over customer data , allowing marketers to drive deeper personalization, increase campa
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.
Bitcoin has changed the way we perceive money by being a decentralized payment of the highest level of privacy, security and freedom. While this innovation presents novel challenges, most especially, wallet recovery challenges. In the cryptocurrency world losing access to a Bitcoin wallet means that you can lose access to your funds permanently. Since the value of Bitcoins is massive, wallet recovery is a critical consideration for both new and older users.
“Just Do It” – now that’s a recognizable slogan! Nike is one of the most reputable apparel and shoe brands in the sports industry, boasting a value of over 30 billion US dollars. It also holds a steady market share in the athletic footwear industry at 24.7%, surpassing its competitors Adidas, Puma, etc. Not just that, Nike NPS score is currently at 36 which can be considered a good NPS score as the retail and consumer goods industry’s average NPS score is 41.
Customers are constantly sharing their experiences—some directly, others through subtle cues—creating an invaluable stream of data. Yet, transforming this flood of feedback into actionable insights is no small feat. This is where survey companies excel, moving far beyond basic questionnaires to capture and decode customer sentiment at scale.
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.
The verdict is clear: your online reputation lives and dies by your Google reviews. A recent Birdeye study reveals that consumers check online reviews 68% of the time before choosing a local business, and more than half of them read at least five reviews before deciding. With such high stakes, every Google review on your profile counts. Missing reviews are so concerning – they create critical gaps in your business’s credibility.
Personal injury laws are some of the most complex ones out there. There are many factors to consider when working with a personal injury lawyer. For in depth details, head to the website of Florida personal injury lawyers [link]. Hiring the services of one is in the victimized party’s best interests, as it enables them to seek due compensation in a court of law.
Weekly inspiration, education, and coaching for customer-obsessed leaders. Thank you! A huge shoutout to my Premium subscribers who generously support the DCX Newsletter through their subscriptions. I’m humbled that many are expensing it through their companies as a valuable educational resource. If you want to do the same, this email template gives your manager all the info you’ll need.
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.
Business Systems , a leader in customer experience (CX) and contact centre solutions, and Teneo.ai , a cutting-edge, vendor-agnostic conversational AI orchestration provider, today announced a strategic partnership to revolutionise contact centres with Voice Automation and Generative AI. This collaboration enables organisations to fully automate customer interactions, achieving over 95% accuracy using Voice AI.
IATA announced a new framework and plans for using decentralized digital identity (DDID) to provide end-to-end travel experiences for domestic and international passengers. The experience includes check-in, immigration / border controls and boarding. IATA is the trade association for world airlines, representing over 330 airlines and over 80% of global air traffic.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
59 
Let's personalize your content