The DiJulius Group
DECEMBER 5, 2024
Creating Your Customer Experience Action Statement Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to create your organization’s customer experience action statement (CXAS). Every great customer service company has a defined CXAS that is the NorthStar for what every customer-facing employee should intentionally try to achieve every time they.
InMoment XI
DECEMBER 5, 2024
Credit unions are significantly reliant on the trust of their members for success. Their community-centric nature encourages prospects to value public opinion when making a decision. This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. Focusing on credit union reputation management is crucial for building trust with existing and potential members.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
AWS Machine Learning
DECEMBER 5, 2024
As generative AI continues to drive innovation across industries and our daily lives, the need for responsible AI has become increasingly important. At AWS, we believe the long-term success of AI depends on the ability to inspire trust among users, customers, and society. This belief is at the heart of our long-standing commitment to building and using AI responsibly.
CSM Magazine
DECEMBER 5, 2024
In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values. What’s more, by fostering a culture of inclusivity, companies can enhance problem-solving capabilities, increase customer loyalty, and improve overall service quality.
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.
Upstream Works
DECEMBER 5, 2024
Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 More Questions to Consider appeared first on upstreamworks.com.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kapta Customer Success
DECEMBER 5, 2024
Effective strategies for customer renewals, emphasizing value delivery, early engagement, and structured processes to ensure long-term customer satisfaction and retention.
CSM Magazine
DECEMBER 5, 2024
Customer experience (CX) has become a defining factor in how businesses attract and retain customers. But who should your CX team report to? Companies that prioritize CX are more likely to see higher customer satisfaction, loyalty, and long-term success. However, one major challenge for businesses lies in structuring their CX teams, particularly figuring out who the CX team should report to.
Forrester's Customer Insights
DECEMBER 5, 2024
CRM continues to be a hot investment area for enterprises. Our data shows that close to 70% of organizations plan to increase their CRM investments over the next year. Why? Because CRM is at the heart of all customer operations that directly impact company revenue Emerging technologies are boosting its power.
CSM Magazine
DECEMBER 5, 2024
Elizabethtown Gas has been ranked as the top midsize utility in the East for Customer Satisfaction with Residential Natural Gas Service by J.D. Power for the 10th consecutive year. South Jersey Gas secured the second position in the rankings, with Elizabethtown Gas leading in categories such as Safety & Reliability, Billing & Payment, Price, Corporate Citizenship, and Communications.
Advertisement
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.
Zonka Feedback
DECEMBER 5, 2024
Explore all about Customer Feedback Management System including its importance, types, best tools, and effective management tips to elevate your customer experience.
CSM Magazine
DECEMBER 5, 2024
Verint has introduced a new CX/EX Scoring Bot in the Verint Open Platform, offering real-time insights on customer and employee experiences. The bot utilizes proprietary AI models to provide immediate feedback on customer experience, agent satisfaction, and emotional connections between customers and agents. By delivering real-time scores for both CX and EX in every call, contact center teams can enhance interactions and improve customer satisfaction.
Brandwatch CX
DECEMBER 5, 2024
What skills do marketers need to beat challenges in 2025? Here's what we found out.
Forrester's Customer Insights
DECEMBER 5, 2024
I recently had the opportunity to write a research report with Vicki Brownto tackle questions that we often get from clients: What is the difference between a buyer’s journey map and a revenue waterfall and do they work together?
Advertisement
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.
Brad Cleveland Blog
DECEMBER 5, 2024
One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines the CENTERED approach – simple steps anyone can take to keep the customer front and center. This video discusses the second step: Engage proactively. Take … Continue reading → The post Champion the Customer: Make It Easy, Make It Happen, Show You Care appeared first on Brad Cleveland.
Forrester's Customer Insights
DECEMBER 5, 2024
You know it. You love it. And now you’ll love it more. Get an inside look at the recent changes made to the iconic Forrester Wave™ report.
AWS Machine Learning
DECEMBER 5, 2024
Generative AI has empowered customers with their own information in unprecedented ways, reshaping interactions across various industries by enabling intuitive and personalized experiences. This transformation is significantly enhanced by Retrieval Augmented Generation (RAG), which is a generative AI pattern where the large language model (LLM) being used references a knowledge corpus outside of its training data to generate a response.
The DiJulius Group
DECEMBER 5, 2024
#1 Hated Company files for Bankruptcy / Dont be a Disney Boss / Stop Sending Your Customers Holiday Gifts / Americas Most Trusted Brands Do Not Send Your Top Customers Holiday Gifts Your customers dont want your brownies – As 2024 comes to an end, businesses start thinking about how they will show their appreciation. Read Full Article The post #1 Hated Company files for Bankruptcy appeared first on The DiJulius Group.
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.
AWS Machine Learning
DECEMBER 5, 2024
Today, organizations are constantly seeking ways to use advanced large language models (LLMs) for their specific needs. These organizations are engaging in both pre-training and fine-tuning massive LLMs, with parameter counts in the billions. This process aims to enhance model efficacy for a wide array of applications across diverse sectors, including healthcare, financial services, and marketing.
CSM Magazine
DECEMBER 5, 2024
Artificial intelligence (AI) writing tools have exploded in popularity recently. Apps like Smodin promise to help anyone write faster and better. But can AI really improve your writing skills? This article explores the pros and cons of using AI writing assistants. What is AI Writing Assistance? AI writing tools utilize advanced machine learning algorithms to generate, enhance, and edit text.
Forrester's Customer Insights
DECEMBER 5, 2024
Recent worker strikes at Woolworths’ distribution centers in Australia have reignited concerns over the use of AI-powered productivity systems in the workplace. In early 2024, Woolworths introduced the “Coaching and Productivity Framework,” a new worker performance management program aimed at monitoring and optimizing workers output across warehouses.
Forrester's Customer Insights
DECEMBER 5, 2024
Long practiced in emerging companies, product-led growth (PLG) has been touted as one of the fastest ways for B2B firms to grow. Perhaps even more compelling than rapid growth is the lower cost of sales in PLG motions.
Advertisement
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.
Forrester's Customer Insights
DECEMBER 5, 2024
Orchestrating your partner ecosystem creates new value with e-commerce. Make no mistake, becoming a marketplace is a business transformation, not a feature rollout. The number of ways that you can arrange your marketplace can be hard to imagine.
Forrester's Customer Insights
DECEMBER 5, 2024
Microsoft Windows is the dominant desktop operating system globally, which is a primary reason why hackers target Windows continually, because even with a very low success rate due to Windows’ extensive protections, hackers know that their chances of conquest are better than on MacOS or other operating systems.
Expert insights. Personalized for you.
52 
Let's personalize your content