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This article was originally published in the Customer Strategist Journal. Read the issue here. The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. Thats always been the case but as we head into 2025, things feel different. Now that AI has fully made the leap from theoretical buzzword to a cornerstone of contact center operations and brands are seeing its benefits firsthand, the year ahead is poised to be tr
As 2024 comes to a close, its clear that this year brought significant changes to the restaurant and convenience store industries. From innovative technology to strategic shifts, brands have been redefining how they connect with their customers. Whether it was fast-food chains reinventing the drive-thru experience or convenience stores evolving to compete with restaurants, one thing stood out: a relentless focus on meeting customers where they areand where theyre headed.
Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. cities compared to the same period in 2023, CNN reports. This theft also costs businesses an average of almost $70 billion per year. In response, some retailers have adopted facial recognition technology to curtail theft and associated losses. Facial recognition uses artificial intelligence (AI) algorithms to analyze an individual’s facial features to either confirm or deny their identity which makes it an
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Retail marketers can learn that leveraging personalized, data-driven marketing maximizes engagement, new customer acquisition, and significantly boosts sales during these critical periods. Key takeaways: 109% increase in unique customers targeted during Black Friday/Cyber Monday week delivers 300%+ growth in total customers, new customer acquisition, orders, and sales.
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.
They’re creative, data-driven, customer-centric, innovative, and impactful. Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, a
Prosper, a financial services company, has selected NICE to support its customer experience transformation efforts. The company plans to use NICE’s CXone Mpower platform which includes tools like SmartReach, Enlighten AI and Workforce Management. By tapping into NICE’s AI capabilities, Prosper aims to boost customer satisfaction, enhance agent performance, and improve overall business operations.
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Prosper, a financial services company, has selected NICE to support its customer experience transformation efforts. The company plans to use NICE’s CXone Mpower platform which includes tools like SmartReach, Enlighten AI and Workforce Management. By tapping into NICE’s AI capabilities, Prosper aims to boost customer satisfaction, enhance agent performance, and improve overall business operations.
Today, marketing teams face a critical challenge: delivering personalized customer experiences while managing increasingly complex digital marketing plans. While many businesses invest in artificial intelligence technologies, most struggle to implement them effectively. The gap isn’t in technologyit’s in strategic implementation. Artificial intelligence (AI) is a business multiplier, enabling companies to process millions of data points instantly and make real-time decisions that dri
Your TikTok bio is your digital handshakea 80-character snapshot of who you are and why people should follow you. Its your first impression, and for influencers, creators, and brands, it can make or break your profiles success. A compelling bio not only attracts followers but also opens the door to collaborations and engagement opportunities. So, how do you create a bio that stands out?
Todays episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders. Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book,The.
Are you struggling with low CSAT scores in your hospitality contact center? Are you looking for ways to automate your contact center processes and start using AI to eliminate some of your biggest pain points?
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.
As generative AI capabilities evolve, successful business adoptions hinge on the development of robust problem-solving capabilities. At the forefront of this transformation are agentic systems, which harness the power of foundation models (FMs) to tackle complex, real-world challenges. By seamlessly integrating multiple agents, these innovative solutions enable autonomous collaboration, decision-making, and efficient problem-solving in diverse environments.
Have you been questioning the legitimacy of Sky Crown Casino? It’s a common query, but thankfully, we’ve done a thorough investigation to bring you the facts. Let’s delve into the details of their licensing, security, and associated measures to assure you of our findings. Certification & Licensing of Sky Crown Sky Crown Casino isn’t a makeshift platform.
Generative AI offers many benefits for both you, as a software provider, and your end-users. AI assistants can help users generate insights, get help, and find information that may be hard to surface using traditional means. In addition, they can help your employees reduce repetitive tasks and focus on high-value work. However, adding generative AI assistants to your website or web application requires significant domain knowledge and the technical expertise to build, deploy, and maintain the in
Cho-Time (SSF Group) enters strategic partnership with yoummday to revolutionise Its BPO operations with scalable technology and multilingual talent. The leading German business process outsourcing (BPO) provider Cho-Time (SSF Group) is partnering with yoummday, the platform for customer experience (CX) technology solutions. This collaboration enables Cho-Time (SSF Group) to utilise yoummdays platform for cost-effective, scalable expansion and access to a global multilingual talent pool availabl
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.
Large language models (LLMs) have demonstrated remarkable capabilities in a wide range of linguistic tasks. However, the performance of these models is heavily influenced by the data used during the training process. In this blog post, we provide an introduction to preparing your own dataset for LLM training. Whether your goal is to fine-tune a pre-trained modIn this blog post, we provide an introduction to preparing your own dataset for LLM training.
In today’s world of fierce rivalry and complex technologies, firms must create solid software systems. Failure to emphasize code quality can result in a variety of concerns, including vulnerabilities and higher expenses over time, among other challenges. For this reason, many firms conduct code reviews, also known as code audits, in which the software’s code is examined to ensure that everything is operational, secure, and spick and span.
The MITRE Engenuity ATT&CK Evaluations 2024 are out, and with them, another year of vendors claiming victory. As a reminder, these evaluations have no winners or losers just sweet, sweet data. Case in point, MITRE ATT&CK tracks and tests on techniques that could be completely benign, even something as simple as T1059.
I recently joined Forrester as an analyst on the Security and Risk (S&R) research team. My focus areas will be Network Analysis and Visibility (NAV), Zero Trust, and the Zero Trust domains of Analysis and Visibility and Automation and Orchestration.
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.
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