eglobalis
MARCH 4, 2025
Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Virtual assistants and chatbots now handle millions of banking inquiries, healthcare questions, and retail service requests, promising faster responses and 24/7 availability.
AWS Machine Learning
MARCH 4, 2025
Building cloud infrastructure based on proven best practices promotes security, reliability and cost efficiency. To achieve these goals, the AWS Well-Architected Framework provides comprehensive guidance for building and improving cloud architectures. As systems scale, conducting thorough AWS Well-Architected Framework Reviews (WAFRs) becomes even more crucial, offering deeper insights and strategic value to help organizations optimize their growing cloud environments.
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Calabrio
MARCH 4, 2025
Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. This proliferation has fundamentally reshaped how we interact, not just in our personal lives, but also in the world of business and service.
AWS Machine Learning
MARCH 4, 2025
Amazon Bedrock Knowledge Bases offers a fully managed Retrieval Augmented Generation (RAG) feature that connects large language models (LLMs) to internal data sources. Its a cost-effective approach to improving LLM output so it remains relevant, accurate, and useful in various contexts. It also provides developers with greater control over the LLMs outputs, including the ability to include citations and manage sensitive information.
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.
Calabrio
MARCH 4, 2025
Analytics Top 6 CX Myths & Misconceptions Debunked Share In recent years, the customer experience (CX) has come to dominate business strategy, growth, and outcomes. How your customers perceive, interact with, and stay loyal to your brand goes hand in hand with how well your business performs. And investing in the customer experience doesnt just make you money, it can save you money, too.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Calabrio
MARCH 4, 2025
Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels. Relying on artificial intelligence, machine learning, and natural language processing (NLP), conversation intelligence tools typically perform three broad functions: First, they capture information from spoken and written c
PeopleMetrics
MARCH 4, 2025
If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. Now, the next big question is: are your surveys working? Even if youve got beautifully crafted questions, a low response rate or a confusing survey can derail everything.
IntouchInsight
MARCH 4, 2025
Once upon a time, pizza ruled delivery. Back in the 1950s, a small family shop in Los Angeles started offering free delivery, setting the stage for what would become a game-changer in food service. By the early 90s, Pizza Hut made history by selling the first-ever product over the internet: pepperoni and mushroom pizza.
The DiJulius Group
MARCH 4, 2025
Your CX (Customer Experience) is always on stage. Today, too many companies think they are in a race to evolve their customer experience from costly human interactions to technology like self-check-in/out, apps, kiosks, social media, and online support. While these represent a necessary evolution for most business models, we must not send the message to.
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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.
Blake Morgan
MARCH 4, 2025
For many CX leaders, AI sounds promising, but proving its ROI is the real challenge. How do you measure its impact beyond automationensuring it reduces costs, enhances efficiency, and improves customer satisfaction? Thats exactly the challenge Michelle Lewis-Miller , Vice President, Head of Strategy & Transformation at SAP Concur, set out to solve.
CSM Magazine
MARCH 4, 2025
Product returns are a fact of life for most businesses. Whether its a sizing issue, a defective item, or simply a change of heart, customers value the opportunity to return productsand they expect the process to be hassle-free. For warehouses, product returns often become a complex puzzle, involving logistics, inventory management, and customer satisfaction.
Experience Investigators by 360Connext
MARCH 4, 2025
Ready to take your customer experience to the next level? In this episode, we dive deep into the essentials of establishing a proactive feedback strategy that not only gathers insights from customers but also transforms those insights into meaningful actions. Jeannie Walters shares her expertise on the significance of understanding customer sentiment and how to strategically implement feedback to enhance business results.
BirdEye
MARCH 4, 2025
GMB ranking checkers show you where your Google Business Profile (GBP) stands in local search results, but is that enough? Tracking rankings is just the first step. The real challenge for businesses is to use these insights to improve visibility or attract more customers. An accurate local rank tracker helps monitor rankings, but what if you could optimize your business profile in real time?
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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.
DCX
MARCH 4, 2025
📌🚀Grab the Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Uplight
MARCH 4, 2025
Battery energy storage systems (BESS) are revolutionizing grid management across the United States, with California leading the way through innovative demand response programs that compensate residential customers for their participation. As extreme weather events increase and grid reliability concerns accelerate, American homeowners are increasingly turning to BESS as a solution for energy independence and resilience.
Adrian Swinscoe
MARCH 4, 2025
One of the biggest trends that emerged from my recent 2025 predictions piece was that a brands success in the coming year will be defined by [] The post Influencers and bridging the trust gap between brands and consumers first appeared on Adrian Swinscoe.
Northridge Group
MARCH 4, 2025
By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents. The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score).
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.
rethinkCX
MARCH 4, 2025
Call center agents are the heartbeat of customer experience (CX)fielding queries, soothing frustrations, and turning chaos into calm. But even the best pilots need a co-pilot, and thats where AI-powered customer service software swoops in. Its not about replacing agents; its about guiding themsuggesting answers, flagging hot-button moments, and making every call sharper, faster, better.
NobelBiz
MARCH 4, 2025
Are you struggling to keep improper spam or scam labels off your phone numbers or calling campaigns? Searching for reliable solutions online is often confusing and leaves you with more questions than answers. You might be tempted to try to fix things yourself, but the reality is, handling spam labels effectively is a lot more complex than it seems. Regain control of your calling reputation and save your team valuable time and resources by partnering with NobelBiz for Number Reputation Management
CSM Magazine
MARCH 4, 2025
The highly anticipated Customer Connect Expo is just around the corner, bringing together industry leaders, innovators and customer experience enthusiasts. Showcasing on April 16th & 17th at Las Vegas Convention center , this event promises to present cutting edge solutions and strategies that enhance customer experience and engagement. Get ready for an unparalleled opportunity to dive into emerging trends, experience cutting-edge products and network with the visionaries shaping the future
rethinkCX
MARCH 4, 2025
Customer experience (CX) isnt just a buzzwordits the battlefield where brands win or lose loyalty. In call centers, where every ring carries a chance to shine or stumble, some companies soar above the rest, turning routine interactions into moments of magic. At rethinkCX, weve studied these standouts, distilling what makes their CX soar. These arent just stories of good servicetheyre blueprints of brilliance, showing how listening, adapting, and delivering can redefine a brand.
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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.
Optimove
MARCH 4, 2025
Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: Live bettors spend 87% more than pre-match bettors. But if engagement drops, wagers do as well. OptiLive keeps that connection strong by delivering real-time, personalized messages at crucial moments, ensuring players stay engaged and ready to bet. Key takeaways: OptiLive keeps players engaged, encouraging them to bet more often and never miss an opportunity.
Calabrio
MARCH 4, 2025
Analytics Top 6 CX Myths & Misconceptions Debunked Share In recent years, the customer experience (CX) has come to dominate business strategy, growth, and outcomes. How your customers perceive, interact with, and stay loyal to your brand goes hand in hand with how well your business performs. And investing in the customer experience doesnt just make you money, it can save you money, too.
Optimove
MARCH 4, 2025
Do anything. Be everything. How much more could you and your team get done if you were free from the limitations of fixed marketing positions? Welcome to Positionless Marketing. Get a demo Do anything. Be everything. How much more could you and your team get done if you were free from the limitations of fixed marketing positions? Welcome to Positionless Marketing.
Forrester's Customer Insights
MARCH 4, 2025
Or, All the Best Ways To Cheat I Learned By Kindergarten One of the hard early lessons for most kids is that life isnt fair. Sometimes you are simply not going to win. For the lucky ones, those teaching moments are fairly harmless. Thats how it was for me.
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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.
rethinkCX
MARCH 4, 2025
Explore the advantages and disadvantages of in-house and outsourced call centers. Learn which model best suits your business needs in 2025.
5CA
MARCH 4, 2025
Effective VIP management is crucial for studios and publishers, leveraging dedicated support teams, personalized rewards, and exclusive experiences to drive engagement and retention.
rethinkCX
MARCH 4, 2025
In 2025, listening to your customers isn't just polite, it's profitable. Voice of the Customer (VoC) programs are a cornerstone of CX trends, offering a direct line to what customers love, hate, and crave. Unlike generic surveys of the past, modern VoC is a strategic powerhouse, blending data from CX social media, reviews, support chats, and more to uncover actionable insights.
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