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posts header on Linkedin and ECXO One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience Since I was a teenager, Ive been a huge fan of epic fantasy. Give me dragons, quests, wizards, and a battle for the fate of the world, and Im hooked. Naturally, The Lord of the Rings sits at the top of my fantasy favorites list. So, when it came time to continue my series on What CX lessons we can learn from movies, there was no way I could leave Frodo and his epic journey out of it.
If your company is preparing for the fiscal year, you likely have a stream of questions flowing through your mind: Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How do you get zero customer complaints? What benefits do businesses gain by proactively eliminating customer complaints? What is the cost of customer dissatisfaction? Why is it important for company executives to engage directly with the customers?
Youve probably experienced it yourselfbrowsing a store online and receiving an email or notification about a sale on the items you were eyeing. Later, when you visit the store in person, the sales associate knows exactly what you’re looking for. That seamless experience across both online and physical channels is what omnichannel marketing is all about.
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.
Impressions really matter, especially the first ones, and you will want to get this right to ensure that your customers come back and see you again. How do you determine if you are making a good impression or not? Often your customers wont tell you, but you can still take the right steps to ensure that they are happy and that they are pleased with the way your business looks and operates.
Youve probably experienced it yourselfbrowsing a store online and receiving an email or notification about a sale on the items you were eyeing. Later, when you visit the store in person, the sales associate knows exactly what you’re looking for. That seamless experience across both online and physical channels is what omnichannel marketing is all about.
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Youve probably experienced it yourselfbrowsing a store online and receiving an email or notification about a sale on the items you were eyeing. Later, when you visit the store in person, the sales associate knows exactly what you’re looking for. That seamless experience across both online and physical channels is what omnichannel marketing is all about.
Re-engage your churned customers with this guide Download Now Why it Matters: With players having an abundance of options, iGaming operators must find ways to keep players engaged and active in the long run. Player retention requires a strategic balance of personalized experiences, data-driven insights, and ongoing tailored interactions. This post outlines 11 effective player retention strategies specifically designed for iGaming operators to implement in 2025.
When engaged and informed, patients are more likely to take control of their well-being, follow treatment plans, and communicate effectively with their healthcare providers. That’s why effective patient engagement tools are crucial. They help healthcare organizations empower patients, leading to better health outcomes, increased satisfaction, and a stronger relationship between patients and healthcare teams.
Ive enjoyed watching GraphQL’s evolution during my time as a Forrester analyst. While I cant say it is a super popular topic in my client calls, I have seen a noticeable uptick in interest. This has happened while objections to GraphQL adoption are being alleviated: monolithic graphs, poor developer experience, and performance issues.
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.
Design really does matter layout and page composition can make a critical difference in helping your customers get the most out of your documentation. Here are some formatting tips to help improve your knowledge base articles.
Today, we are excited to announce that Pixtral 12B (pixtral-12b-2409), a state-of-the-art 12 billion parameter vision language model (VLM) from Mistral AI that excels in both text-only and multimodal tasks, is available for customers through Amazon Bedrock Marketplace. Amazon Bedrock Marketplace is a new capability in Amazon Bedrock that enables developers to discover, test, and use over 100 popular, emerging, and specialized foundation models (FMs) alongside the current selection of industry-le
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. What Causes Customer Rage Today? by John A. Goodman (CMSWire) When you are already upset and then encounter more frustration, the blood drains from your brain and goes to your muscles (fight or flight), and you stop thinking clearly.
Increasingly, organizations across industries are turning to generative AI foundation models (FMs) to enhance their applications. To achieve optimal performance for specific use cases, customers are adopting and adapting these FMs to their unique domain requirements. This need for customization has become even more pronounced with the emergence of new models, such as those released by DeepSeek.
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.
If you’re looking to ace your words per minute (WPM) typing test, understanding keyboard shortcuts can give you the edge you need. Whether you’re preparing for an online typing test or aiming to become a more efficient typist overall, shortcuts are a game-changer. Learning and mastering these key combinations not only boosts your typing speed but also significantly improves your accuracy by minimizing unnecessary keystrokes.
Recent advances in generative AI have led to the proliferation of new generation of conversational AI assistants powered by foundation models (FMs). These latency-sensitive applications enable real-time text and voice interactions, responding naturally to human conversations. Their applications span a variety of sectors, including customer service, healthcare, education, personal and business productivity, and many others.
Whether you’re running a business that relies on timely shipments or waiting for a personal delivery, reaching out to FedEx customer service is sometimes necessarywhether its to track a shipment or resolve an issue. But how do you get in touch with FedEx customer service? And, more importantly, how effective is their support? Let’s unpack this.
Welcome to the future of customer experiencewhere CX outsourcing is your key to delivering stellar service without breaking the bank. As businesses face rising customer expectations and tighter budgets, outsourcing customer experience (CX) operations is becoming a game-changer. By 2025, companies that leverage customer experience outsourcing will blend advanced tech, skilled teams, and smart strategies to stay ahead.
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.
A business needs proper strategic planning to expand effectively while protecting its resources and reducing potential threats. One of the most impactful strategies is partnering with a software outsourcing company. Businesses can achieve faster growth through external expertise and resource partnerships which allows them to keep control over their fundamental operations.
Optimove, the global leader in Positionless Marketing, announced the acquisition of Adact, a breakthrough provider of gamification marketing solutions. Adacts platform enables brands to create interactive gamification experiences, including lotteries, quizzes, prediction games, and branded mini-games, and will bolster Optimoves AI-orchestrated gamification solutions.
Wooden boards now serve as essential components for menu display in restaurants. The neat implementation of wooden boards produces a stronger guest perception. The board menu is not only a practical tool but also part of the dining experience, showing the restaurants attention to style and quality. Customer opinions develop through how things are presented according to this new trend.
Customers are more connected than ever and can easily find businesses that meet their needs within seconds. If a restaurant fails to meet customer expectations, it only takes one negative experience for them to turn to a competitor. According to Birdeye Online Reviews Report 2023 on multi-location businesses, 67% of consumers share negative experiences with family and friends, and 62% switch to competitors.
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.
A cloud contact center is the basis of modern-day customer service operations. It enables efficient handling of customer communication. Companies are counting on the cloud contact center flexibility for enhanced communication, making it easy for customers to contact the company in several different ways. With the cloud platform, companies can utilize resources effectively, avoid expenses, and keep customers happy.
Do you know what your customers are tweeting about? What kind of comments are they leaving online regarding your brand? If not, then you are missing out on A LOT of insights! But lets be honest – conversation online is very cluttered and unstructured and making sense of it is a challenge , well only if you are not implementing the right strategy the right way.
If youre an Xfinity customer and find yourself in need of assistance, its helpful to know exactly how to get in touch with their customer service team and what to expect during the process. Whether you have questions about your bill, need technical support, or want to explore new plans or services, Xfinity provides several options for contacting their support team.
At the start of 2025, UK consumers are focused on the creation of sustainable environments that allow them to thrive. Contrary to the hype of new year resolutions, the first few months of the year arent about dramatic transformation or high-pressure attainment: its about prioritising nurturing and taking incremental steps towards stability. But how does this quest for nurture translate to consumer behaviour - and what role can ready but play in meeting this need?
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.
Whether you’re a small business or a growing enterprise, responding to customer inquiries quickly and efficiently plays a vital role in customer satisfaction and retention. But if your team is drowning in physical mail, or struggling to keep track of multiple communication channels, you might be falling short. Enter the virtual mailboxa digital solution designed to streamline your business mail and communication processes.
The commercial availability of quantum computers that can compromise traditional asymmetric cryptography is still five to 10 years away. But security and risk (S&R) professionals must assess and prepare for the impact of quantum security now.
Companies providing top-notch customer service are finding that self-service portals make all the difference. These portals, as part of modern help desk software, enable customers to independently resolve common issues, access important information, or reach support at their own pace. This article explains how they work for both sides of the equationthe business and the customer.
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