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
Empathy in customer experience is essential, but businesses must follow through with actionable solutions that drive results and improve growth and client retention. The Gist Action over sentiment. Empathy alone isnt enough. Swift, measurable actions must follow to resolve issues and drive client satisfaction. Proactive problem-solving. Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate.
No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. In this lesson, were focusing on the internal help youll need. (In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable.
CX University, a leading provider of Customer Experience (CX) education, and JourneyTrack , the all-in-one comprehensive CX/EX journey management platform, have established a collaborative partnership to enhance the Applied Customer Journey Mapping professional development course. This strategic alliance integrates JourneyTrack’s sophisticated software into CX University’s online course, providing students with access to cutting-edge technology for advanced customer journey analysis.
John Tschohl, founder and president of the Service Quality Institute, emphasizes the need for relentless commitment to service, empowerment of staff, and constant training. Without these, even the most esteemed brands risk losing their edge and ultimately, their profitability. I have been skiing in Vail Colorado, one of the best skiing areas in the world, for over 50 years.George Gillett originally built VailResorts.When I first met George in 1978 I asked him what he does and he said, I am in cu
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.
Introduction Outsourcing customer support has become a game-changer for businesses looking to scale efficiently while maintaining high-quality service. By leveraging external expertise, companies can reduce costs, enhance customer experience, and streamline operations. This guide explores the benefits of outsourcing support operations, best practices for successful partnerships, and how to optimize the process for maximum efficiency.
Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty.
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.
Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty.
Introduction In todays fast-paced business world, call centers play a crucial role in managing customer interactions and ensuring high-quality service. A well-structured call center can enhance customer experiences, improve operational efficiency, and boost a companys bottom line. This guide explores best practices for call center management, the impact of technology, and actionable strategies to drive performance.
Todays podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingermans Community of Businesses, a much-admired gourmet food business group headquartered in Ann Arbor, [] The post Life Lessons I Learned From Being A Line Cook Interview with Ari Weinzweig first appeared on Adrian Swinscoe.
Introduction Customer experience (CX) is a critical factor in business success. Companies that prioritize exceptional customer experiences enjoy higher customer retention, increased brand loyalty, and improved revenue growth. In this guide, well explore effective customer experience strategies, the importance of CX in todays digital world, and how to optimize it for long-term business success.
This week, John sits down with his managing partner, Denise Thompson, to discuss her evolution with the DiJulius Group and what advice she has for working alongside an entrepreneur. Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new.
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.
Introduction The landscape of customer support is rapidly evolving, driven by advancements in artificial intelligence (AI) and the increasing adoption of outsourced support solutions. Businesses are leveraging AI to streamline customer service while outsourcing to specialized providers to enhance efficiency, scalability, and cost savings. This combination offers a powerful strategy for delivering high-quality, 24/7 support while optimizing operational costs.
To prove the value of marketing, marketers need to deliver growth. Delivering sustainable growth hinges on a transformative go-to-market (GTM) strategy that prioritizes impact.
Help Scout is now available in AWS Marketplace! Easily find, buy, and deploy our customer support platform with simplified billing, built-in compliance, and seamless AWS integration all with unlimited users & AI included.
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.
You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and tell a unified story. CX dashboards are important tools and, along with human experience and … Continue reading → The post Connect the Dots with a Three-Layered CX Dashboard appeared first on Brad Cleveland.
Discover effective WhatsApp marketing strategies to boost your business growth. Learn how to engage customers and enhance your brand's reach. Read more!
In this post, we discuss what embeddings are, show how to practically use language embeddings, and explore how to use them to add functionality such as zero-shot classification and semantic search. We then use Amazon Bedrock and language embeddings to add these features to a really simple syndication (RSS) aggregator application. Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available through an API, so you can choose from a wide
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.
Every time you turn around, it looks like someone is taking a shot at customer success (CS). Whether at last years SaaStr or elsewhere, more voices have been calling for new approaches to CS ones that transform CS from cost center to tool for growth.
AI agents continue to gain momentum, as businesses use the power of generative AI to reinvent customer experiences and automate complex workflows. We are seeing Amazon Bedrock Agents applied in investment research, insurance claims processing, root cause analysis, advertising campaigns, and much more. Agents use the reasoning capability of foundation models (FMs) to break down user-requested tasks into multiple steps.
Its Valentines Day, and youre a Customer Service Manager with an important mission – to help your customers fall in love with your brand! How do you bring about this “Customer Love” phenomenon? First, realize the immense power of brand love. A Harvard Business Review study showed that customers who love a company are likely to tell nine other people about their positive experiences.
Revenue Planning for Law Firms at the Matter and Personnel Level Join live: Friday, February 28 at 12pm Eastern Join this webinar to explore actionable strategies to optimize revenue forecasting and resource allocation and gain insights from industry experts on leveraging data-driven tools and best practices to enhance financial planning and decision-making for your firm.
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.
In this two-part blog series, Principal Analysts Anthony McPartlin and Seth Marrs debate the idea of AI agents as coworkers. Here, Anthony takes a skeptical perspective, while in his blog, Seth (ever the optimist) makes his case for a more positive view of AI agents.
Stay Ahead of the Curve: Managing US Tariffs Effectively with JDE Join live: Tuesday, February 25 at 1pm Eastern With global trade regulations constantly evolving, businesses using JD Edwards (JDE) must ensure their systems are prepared to handle tariffs efficiently. This session will provide a comprehensive guide on configuring JDE to manage tariff calculations, compliance, and reporting.
The 2024 CrowdStrike software incident reinforced the importance of three key pillars for crisis communications. While CrowdStrike CEO, George Kurtz, issued a specific, fact-based statement within hours of learning there was a major outage caused by a bad software update, he faced criticism for not immediately offering an apology.
This week, Forrester published Introducing The B2B Sales Communications Rules Engine. This new model is designed to help revenue enablement teams better filter all the incoming requests, demands, and downright noise that well-meaning colleagues aim at sales and other customer-facing personas.
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.
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.
300 
Let's personalize your content