BlueOcean
APRIL 1, 2025
Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.
Experience Investigators by 360Connext
APRIL 1, 2025
What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes.
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AWS Machine Learning
APRIL 1, 2025
Foundation models (FMs) and generative AI are transforming enterprise operations across industries. McKinsey & Companys recent research estimates generative AI could contribute up to $4.4 trillion annually to the global economy through enhanced operational efficiency, productivity growth of 0.1% to 0.6% annually, improved customer experience through personalized interactions, and accelerated digital transformation.
Thematic
APRIL 1, 2025
Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. It ensures you understand customer behavior and needs—and use that knowledge to enhance their experience. In fact, 73% of customers say customer experience is a top factor in their purchasing decisions, so investing in insights is no longer optional.
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.
AWS Machine Learning
APRIL 1, 2025
Generative AI has emerged as a powerful tool for content creation, offering several key benefits that can significantly enhance the efficiency and effectiveness of content production processes such as creating marketing materials, image generation, content moderation etc. Constitutional AI and LangGraph s reflection mechanisms represent two complementary approaches to ensuring AI systems behave ethically with Anthropic embedding principles during training while LangGraph implements them during
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
APRIL 1, 2025
AWS App Studio is a generative AI-powered service that uses natural language to build business applications, empowering a new set of builders to create applications in minutes. With App Studio, technical professionals such as IT project managers, data engineers, enterprise architects, and solution architects can quickly develop applications tailored to their organizations needswithout requiring deep software development skills.
Blake Morgan
APRIL 1, 2025
Weve all felt itthe hesitation before making a big decision. The unanswered question. The lingering doubt. Its not a lack of information that slows us downits a lack of certainty. Todays customers arent resisting change; theyre searching for confidence.
BirdEye
APRIL 1, 2025
Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. Proactively managing guest reviews allows hotel brands to engage with guests, showcase their service excellence, and build a positive reputation in a competitive market. In most cases, a guest forms the first impression of your hotel long before their arrivaloften with a single glance at your online reviews.
rethinkCX
APRIL 1, 2025
Customer experience (CX) isnt a one-size-fits-all game. In call centers, where every interaction shapes a brands fate, CX bends and shifts depending on the industry. Retail thrives on speed and sparkle, SaaS leans on precision and problem-solving, and healthcare demands empathy above all. At rethinkCX, weve seen these differences play out, revealing unique challenges and wins for each sector.
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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.
Northridge Group
APRIL 1, 2025
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I’ve encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn’t […] The post Ten Things Ive Learned That Made Me Think Differently first appeared on Northridge Group.
DCX
APRIL 1, 2025
📌🚀 Make faster, smarter CX decisions in under 10 minutes—free for a limited time. Say goodbye to overwhelm and hello to crystal-clear prioritization. Download your free set of 32 GenAI prompts right now. Prioritize smarter, communicate better, and achieve tangible results—starting today. You’ll get plug-and-play prompts to: ✅ Rank initiatives by ROI, urgency, and feasibility (Prompt #7 = game changer) ✅ Clarify impact and align projects with business
Gainsight
APRIL 1, 2025
The power of AI rests in data. If youve done any research on AI solutions, youve likely run into the phrase, garbage in, garbage out. The core of that message is true: All companies should strive towards clean, accurate, and organized data. But, no company will have perfect data maintenance, especially for a tool they dont yet use. Perfection should not stop progress, particularly when it comes to helping Customer Success (CS) teams build relationships with customers.
rethinkCX
APRIL 1, 2025
Call centers often get labeled as money pits, draining resources with agents, tech, and endless calls while offering little beyond basic customer satisfaction. What if those calls could generate revenue instead of just preserving goodwill? At rethinkCX, weve transformed cost centers into profit engines through upsell training, revenue strategies, and a sharp CX focus.
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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.
NobelBiz
APRIL 1, 2025
Transform Your Call Reputation with Effective Number Management Solutions Your call centers reputation not only drives customer trust and loyalty for the brands you represent, but it ultimately drives performance. For call centers and BPOs, you cant afford to overlook the most critical element impacting your reputation: your phone numbers. With over 80% of customer interactions happening over the phone, ensuring these numbers remain trusted is essential.
Happy or Not
APRIL 1, 2025
Understanding customer sentiments is crucial for businesses looking to enhance customer experience and drive long-term success. In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution.
Optimove
APRIL 1, 2025
Optimove Engage Empower your teams by unlocking creativity, streamlining content creation, and delivering personalized customer experiences at scale. AI-Led Content Creation for Every Channel With Optimove Engage, marketers can create once and iterate continuously. OptiGenie AI makes it easy for marketers to generate, analyze, and refine copy and assets on all of their native channels.
Forrester's Customer Insights
APRIL 1, 2025
Over the past two weeks, we attended back-to-back CX events first Qualtrics X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both leaders in The Forrester Wave: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprise-wide CX programs as well as digital, contact center, and location-based operations leaders.
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.
Thematic
APRIL 1, 2025
At Thematic, we have a dedicated research team that is always innovating to bring you the most accurate sentiment and thematic analysis. Solving this difficult task requires in-depth understanding of both the problem of customer feedback analysis and the relevant advances in technology. This article is a glimpse into one of the technologies we use here, called Deep Learning.
Forrester's Customer Insights
APRIL 1, 2025
Today at Forresters largest annual customer event in Phoenix, my colleague Barry Vasudevan opened B2B Summit North America with his keynote address, Introducing Buying Networks: Your Buyers New Reality, which introduced the new concept of buying networks.
Kapta Customer Success
APRIL 1, 2025
Six misconceptions are reducing customer QBR engagement. Learn about these myths and how to overcome them to increase engagement and outcomes.
Forrester's Customer Insights
APRIL 1, 2025
Litigation has become the default method for companies to resolve disagreements, force accountability, and establish recourse for everything from breach-related failures to contractual disagreements.
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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.
ShepHyken
APRIL 1, 2025
Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. When we hear it, we hope its true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our com
Forrester's Customer Insights
APRIL 1, 2025
Prioritize Foundational Elements Over Decorative Accessories Our springtime urge to clean, redecorate, and renovate has a biological explanation. Turns out that springs increased hours of daylight lower our bodies production of melatonin (the hormone that makes you sleepy), which leads to regained energy and inspiration to clean our living environments.
PeopleMetrics
APRIL 1, 2025
Back in 2017, when I wrote Listen or Die , I shared what was then a bit of a controversial opinion: if you want people to pay attention to your VoC program, tie it to compensation! Now here we are, years laterand guess what? It still works. It may be more important than ever. This lesson hasnt fundamentally changed, even with all the advances in AI and automation.
Forrester's Customer Insights
APRIL 1, 2025
The latest on Fujitsu and its Quantum Computing capabilities.
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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.
AWS Machine Learning
APRIL 1, 2025
AI agents extend large language models (LLMs) by interacting with external systems, executing complex workflows, and maintaining contextual awareness across operations. Amazon Bedrock Agents enables this functionality by orchestrating foundation models (FMs) with data sources, applications, and user inputs to complete goal-oriented tasks through API integration and knowledge base augmentation.
Forrester's Customer Insights
APRIL 1, 2025
AI and the growing role of buying influencers are rewriting the rules of engagement for marketers and sellers. Learn about todays buying networks and how to begin adapting your strategies.
AWS Machine Learning
APRIL 1, 2025
Were excited to announce the open source release of AWS MCP Servers for code assistants a suite of specialized Model Context Protocol (MCP) servers that bring Amazon Web Services (AWS) best practices directly to your development workflow. Our specialized AWS MCP servers combine deep AWS knowledge with agentic AI capabilities to accelerate development across key areas.
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