CSM Magazine
FEBRUARY 4, 2025
From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. To truly excel in providing a personalized experience, businesses need to adapt their approach to cater to these diverse needs. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading.
Experience Investigators by 360Connext
FEBRUARY 4, 2025
What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.
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ShepHyken
FEBRUARY 4, 2025
I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.
AWS Machine Learning
FEBRUARY 4, 2025
The post showcases how generative AI can be used to logic, reason, and orchestrate integrations using a fictitious business process. It demonstrates strategies and techniques for orchestrating Amazon Bedrock agents and action groups to seamlessly integrate generative AI with existing business systems, enabling efficient data access and unlocking the full potential of generative AI.
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.
CSM Magazine
FEBRUARY 4, 2025
Managing your money effectively is a key part of long-term success. When your cash flow is disorganized, its easy to lose track of your goals, miss important deadlines, and make costly mistakes. To prevent this, creating a streamlined financial plan is essential. One area that often gets overlooked is savings, and digital solutions have made it easier to keep this aspect organized.
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
FEBRUARY 4, 2025
When healthcare professionals take the time to really talk to their patients, the benefits are undeniable. Better care, stronger bonds, and happier patients are just the start. However, achieving this level of communication requires specific training and continuous effort. Here are five impactful ways to train healthcare staff to ensure better patient communication while enhancing the overall patient experience. 1.
BirdEye
FEBRUARY 4, 2025
A well-managed online reputation influences how the world sees your business. According to Birdeye’s Online Reviews Report , 68% of consumers check online reviews before choosing a local businessmaking a strong online presence essential. While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue.
CSM Magazine
FEBRUARY 4, 2025
Serviced offices have rapidly become the go-to solution for businesses looking to scale efficiently. They provide ready-to-use workspaces, complete with amenities and flexible lease terms. But theres one often-overlooked factor that makes serviced offices a powerful asset for growthoutstanding customer service. With 80% of customers saying that a company’s service is as important as its products, customer service is something that today’s businesses cannot afford to ignore.
Blake Morgan
FEBRUARY 4, 2025
Many leaders want to improve customer experience, but they struggle to find the time, resources, or strategies that make a real impact. The best organizations dont rely on one-time initiatives or complex programsthey build customer-focused cultures through small, consistent actions that empower employees to deliver great service.
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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.
NobelBiz
FEBRUARY 4, 2025
For years, lead generation businesses relied on a shared consent model , where consumers filling out a form could be contacted by multiple companies competing for their business. However, the FCC s proposed 1:1 consent rule aimed to restrict this practice , requiring individual consent for each business before outreach. Key Takeaways FCC Ruling & Compliance: The Eleventh Circuit vacated the FCCs 1:1 consent rule, keeping shared consent.
DCX
FEBRUARY 4, 2025
Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today! Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing? A few years ago, I was presenting a customer experience (CX) initiative to senior leadership.
SurveySensum
FEBRUARY 4, 2025
Do you know that 87% of folks support banning the sale of their personal information to third parties without their consent? In fact, 86% support requiring companies to minimize the types of user data they collect. With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have.
Forrester's Customer Insights
FEBRUARY 4, 2025
Customer service leaders have long been promised that AI is the silver bullet for all their (many) challenges: streamlining workflows, enhancing customer satisfaction, and most importantly, reducing costs via lower call volumes. This enthusiasm has only intensified with the adoption of generative AI (genAI) in the enterprise.
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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.
Help Scout
FEBRUARY 4, 2025
2025 marks 14 years in business for Help Scout, and we recently made the most radical decision in our history: Help Scout no longer charges per seat.
Forrester's Customer Insights
FEBRUARY 4, 2025
Driving engagement is top of mind for most digital banking leaders. Forresters research reveals the immense value for both customers and banks of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a banks brand.
Amplifai Coaching Category
FEBRUARY 4, 2025
Discover how unified contact center management boosts efficiency, engagement, and retention. Learn actionable strategies for overcoming fragmented systems and unlocking team potential with AI-driven solutions.
Forrester's Customer Insights
FEBRUARY 4, 2025
GenAI isnt just generating captivating visuals; its changing how businesses scale creativity, engage audiences, and develop entirely new products.
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.
PeopleMetrics
FEBRUARY 4, 2025
When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t
Forrester's Customer Insights
FEBRUARY 4, 2025
Strategy without tactics is the slowest path to victory. Tactics without strategy is that noise you hear right before defeat. Sun Tzu, The Art of War Customer success (CS) practitioners often talk to me about postsale strategy and tactics.
Calabrio
FEBRUARY 4, 2025
Analytics Building a culture of growth: Why contact center agent training and coaching matter Share The world of contact centers has transformed dramatically over the years. Once perceived as high-turnover, low-growth workplaces, todays contact centers are embracing a paradigm shift. Today there is a greater appreciation than ever for the need for human agents to take care of customers more complicated and emotive queries.
Forrester's Customer Insights
FEBRUARY 4, 2025
Yes, really! Paint is downright useful now. Like many, Ive been using genAI systems for about two years. Nothing has quite triggered my imagination like Microsoft Paints Cocreator capability. The Concept is Straightforward: you can doodle using Paint, describe what you want, and genAI will create an image to your specifications.
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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
FEBRUARY 4, 2025
Managed detection and response (MDR) without a doubt has successfully claimed the crown of all managed security services for making and keeping clients happy. Clients are far happier with MDR services than they ever were with legacy managed security service provider (MSSP)-style security services.
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