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Agents are revolutionizing how businesses automate complex workflows and decision-making processes. Amazon Bedrock Agents helps you accelerate generative AI application development by orchestrating multi-step tasks. Agents use the reasoning capability of foundation models (FMs) to break down user-requested tasks into multiple steps. In addition, they use the developer-provided instruction to create an orchestration plan and then carry out the plan by invoking company APIs and accessing knowledge
Sales forecasting is essential for anticipating demand, allocating resources, and setting realistic revenue goals. Forecast accuracy is crucial; otherwise, businesses risk overlooking growth opportunities and wasting resources. However, according to Gartner research, forecasting is one of the top areas where sales operations functions are least effective.
Tipping practices in the U.S. have always been complicated, but a recent Reddit post brought a new level of controversy to the table. A customer expressed frustration after a restaurant asked for a “second tip” when he picked up his online order. The incident sparked a heated online debate about tipping. Is the current system fair? Many diners think it’s gone too far.
Call center outsourcing has saved companies money for decades, but now its morphing into something biggera technology-fueled engine driving efficiency and customer experience (CX) to new levels. Forget the old days of basic phone banks; todays outsourced centers wield cutting-edge tools that cut costs, speed up service, and keep callers happy. These innovations arent flashy toys, theyre reshaping how outsourcing works from the ground up.
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.
The Board of Certification/Accreditation (BOC) has reached another remarkable milestone, earning its twelfth Stevie Award since 2013. This year, BOC proudly won a Bronze Stevie Award, recognized in the esteemed “Thought Leadership in Customer Service” category at the Stevie Awards for Sales & Customer Service. What Makes this Achievement Significant The “Thought Leadership in Customer Service” category honors organizations that excel in creating meaningful, knowledge-
Call centers can drain budgets faster than youd expect, with salaries, tech, and overhead piling up into a million-dollar headache for even a modest team. Outsourcing flips that equation, slashing costs while keeping customer experience (CX) sharp. The secret isnt just handing off the phones, its how you do it. Curious about trimming the fat without losing quality?
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Call centers can drain budgets faster than youd expect, with salaries, tech, and overhead piling up into a million-dollar headache for even a modest team. Outsourcing flips that equation, slashing costs while keeping customer experience (CX) sharp. The secret isnt just handing off the phones, its how you do it. Curious about trimming the fat without losing quality?
The time is near: Wishing you a Joyous Passover and a Happy Easter a Moment of Shared Meaning in 2025. Wishing You a Joyous Passover and a Happy Easter A Moment of Shared Meaning in 2025 This year offers a rare and beautiful intersection: Passover , beginning the evening of April 12 , ends on the evening of April 20 the very same day as Easter Sunday.
Remember those early days when most chatbots were just glorified FAQ machines? Theyd spit out pre-programmed answers, stumble over anything remotely complex, and leave you typing stuff like “Agent” or “Are you joking? Thats all you can say?!” just to get a resolution. Yeah, those days are over. AI agents arent just here to chat; they can now think, reason, and act.
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.
Organizations are increasingly using multiple large language models (LLMs) when building generative AI applications. Although an individual LLM can be highly capable, it might not optimally address a wide range of use cases or meet diverse performance requirements. The multi-LLM approach enables organizations to effectively choose the right model for each task, adapt to different domains, and optimize for specific cost, latency, or quality needs.
One of our subscribers asked, How can I reverse our companys declining customer satisfaction ratings? Not knowing specifics about the company, its customer feedback, how long the scores have declined, and other details makes it a difficult question to answer. Still, I felt compelled to share something that could help. What I came up with is a list of three to-dos that any company should use to find out whats causing a downward trend.
Employee productivity is a critical factor in maintaining a competitive advantage. Amazon Q Business offers a unique opportunity to enhance workforce efficiency by providing AI-powered assistance that can significantly reduce the time spent searching for information, generating content, and completing routine tasks. Amazon Q Business is a fully managed, generative AI-powered assistant that lets you build interactive chat applications using your enterprise data, generating answers based on your d
Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: In reading this post, marketers will walk away learning the critical difference between email delivery and deliverability and why deliverability is what truly impacts performance. Theyll understand how inbox placement, not just acceptance by an Internet Service Provider (ISP), drives engagement and Return on ROI.
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.
Running an in-house call center can feel like youre keeping everything under control, but that control often comes with a steep price. Costs pile up, customers grumble, and opportunities slip away while youre busy putting out fires. Outsourcing flips that struggle into strength, cutting expenses and sharpening customer experience (CX). How do you know its time to let go?
Online gambling has come a long way from the days of cash-only transactions and slow banking processes. The industry is now deeply intertwined with financial innovations, making it easier, faster, and more secure for players to deposit and withdraw funds. From cryptocurrency integration to AI-driven financial security, the intersection of finance and gambling is creating a more dynamic and accessible gaming experience.
Join us on April 15 at 1:00 PM EDT Discover how Quest Oracle Community delivers continuous value to Oracle users through expert insights, peer connections, and learning opportunities all year long. In this webinar, youll learn how to tap into Quests resources to support your ERP strategyevery day, not just during conference season. Well also provide an exclusive preview of BLUEPRINT 4D, the must-attend event Oracle users cant afford to miss, including key educational sessions, special networking
Angsana Velavaru has solidified its reputation as one of the Maldives most sought-after resorts by receiving the prestigious British Airways Holidays Customer Excellence Award. With an impressive overall rating of 4.8 out of 5, the resort continues to set the standard for exceptional service and unforgettable guest experiences. Recognizing Excellence in Paradise Nestled in the pristine beauty of the Maldives, Angsana Velavaru offers more than just a luxurious stay.
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.
Are your patients satisfied with the healthcare services you are providing? Are there any hidden gaps that could be impacting their trust and loyalty? Thats where the Patient Satisfaction Score comes in – a direct reflection of your quality of care, communication, and overall patient experience. Intrigued about it? Lets talk about it in detail.
Procurement plays a pivotal role in shaping the customer experience (CX). It goes beyond sourcing goods and services; it directly impacts how efficiently businesses operate and how well they meet customer expectations. Shorter wait times, full shelves, and great prices are all benefits of smart purchasing strategies. This all adds up to very happy customers.
In the corridors of many venerable industrial firms across America, a crisis is quietly unfolding. The experts who have for decades kept production lines running, electrical grids functional, and complex chemical processes optimized are heading for the exits. According to the Bureau of Labor Statistics, approximately 10,000 baby boomers reach retirement age each day, with nearly 40% of the manufacturing workforce eligible to retire in the next decade.
The US administration is convinced that Apple, one the biggest and most valuable brands in the world, can and should move their manufacturing infrastructure to the U.S. The reality, however, is far murkier.
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.
In the high-stakes arena of customer service, knowledge management has long been the difference between market leaders and laggards. Knowledge Centered Service (KCS), a methodology that integrates knowledge creation and maintenance into the workflow, promised to transform service operations. Yet despite its elegant design, many organizations found the implementation unwieldy, caught between documenting solutions and maintaining service quality.
KubeCon + CloudNativeCon Europe 2025 in London underscored that the cloud-native ecosystem is operating within a complex and increasingly uncertain global landscape. While innovation in data, storage, security, availability, and resilience continues at a rapid pace, these advancements must now also consider the implications of geopolitical instability and rising protectionism.
The Science of Change: Why People Resist Transformation Spoiler: Its not laziness. Its a survival instinct. Welcome (back) to The HX Revolution Transforming Organizations Through Human Experience Whether youre just joining or youve been with us from the startwelcome to this wild, fantastic ride where we unravel how to make real transformation happen by putting humans back at the center of business.
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