This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
May the CX Force be with you! The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.
Think about the last time you asked ChatGPT a fairly simple question but got an unexpected response. Perhaps it provided a factually incorrect statement or just misunderstood your prompt. The result is described as a “hallucination”, a growing concern for businesses using AI systems. What is an AI hallucination? An AI hallucination occurs when an AI system produces false or misleading results as facts.
If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies.
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.
In this post, we demonstrate how to create an automated email response solution using Amazon Bedrock and its features, including Amazon Bedrock Agents , Amazon Bedrock Knowledge Bases , and Amazon Bedrock Guardrails. Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon Web Services available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case.
Weekly inspiration, education, and coaching for customer-obsessed leaders. Thank you! A huge shoutout to my Premium subscribers, who generously support the DCX Newsletter. I’m humbled that many are expensing it through their companies as a valuable educational resource. If you want to do the same, this email template gives your manager all the info you’ll need.
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Weekly inspiration, education, and coaching for customer-obsessed leaders. Thank you! A huge shoutout to my Premium subscribers, who generously support the DCX Newsletter. I’m humbled that many are expensing it through their companies as a valuable educational resource. If you want to do the same, this email template gives your manager all the info you’ll need.
The customer service world is evolving rapidly alongside advancements in technology. Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. The secret weapon? Automation. By implementing automation, contact centers can simplify complex workflows, streamline tasks for both agents and customers, and create a more efficient and enjoyable experience for everyone.
inQuba Celebrates Success at the 2024 Assegai Awards with 4 Strategic Wins. inQuba proudly celebrates its success at the 2024 Assegai Awards, earning recognition across four prestigious categories. These wins highlight inQuba’s innovative approach to journey management and its unwavering commitment to driving meaningful customer engagement and business transformation. inQuba is proud to announce its remarkable achievement at the prestigious Assegai Awards, where the company was honored with four
Three wonder women are in a spin after hundreds of their colleagues voted them top of the tree to work with. The trio work in the customer service centre of UK Power Networks, based in Ipswich, Suffolk. They were voted Leader of the Year, Employee of the Year and a special award for Lifetime Achievement. With their 350 colleagues they work 24/7 shifts in the centre ready to answer any call from around 20 million customers in the East, South East and London.
Im always impressed when someone truly loves their job and does more than expected. And thats exactly what happened on a recent cross-country American Airlines flight. Heres what happened: I fell asleep shortly after takeoff, and the meal service was over by the time I woke up.My very friendly flight attendant informed me that the hot meal wouldnt taste very good after being cooked for so long and that they were out of the cold meals.
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 Coca-Cola Company released three new AI-generated Holiday ads inspired by the beverage giant’s classic 1995 “The Holidays Are Coming” commercial. Produced entirely with AI video models like Runway and Luma Dream Machine, this represents a step forward in photorealism for AI-generated video.
The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.
By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.
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.
As companies of all sizes continue to build generative AI applications, the need for robust governance and control mechanisms becomes crucial. With the growing complexity of generative AI models, organizations face challenges in maintaining compliance, mitigating risks, and upholding ethical standards. This is where the concept of guardrails comes into play, providing a comprehensive framework for implementing governance and control measures with safeguards customized to your application require
How AI is Transforming CDPs Download Now >> Why it Matters: Successful iGaming brands craft moments of excitement that go beyond bonuses. While gamification alone promises to deliver this, the magic happens when game-like elements meet AI solutions to create highly personalized, dynamic, and unforgettable experiences for each player. This isn’t about adding game elements—it’s about delivering the right ones to the right players at the perfect moment.
In the rapidly evolving world of AI, the ability to customize language models for specific industries has become more important. Although large language models (LLMs) are adept at handling a wide range of tasks with natural language, they excel at general purpose tasks as compared with specialized tasks. This can create challenges when processing text data from highly specialized domains with their own distinct terminology or specialized tasks where intrinsic knowledge of the LLM is not well-sui
How AI is Transforming CDPs Download Now >> Why it Matters: Nikolas Badminton, a renowned futurist and consultant, will be the keynote speaker at Optimove Connect 2025. With extensive experience in helping businesses navigate uncertainties, Nikolas will share invaluable insights that empower marketers to leverage future opportunities and become powerful, position-less marketers.
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.
The excitement is building for the fourteenth edition of AWS re:Invent, and as always, Las Vegas is set to host this spectacular event. This year, generative AI and machine learning (ML) will again be in focus, with exciting keynote announcements and a variety of sessions showcasing insights from AWS experts, customer stories, and hands-on experiences with AWS services.
In 2018, I sat in the audience at AWS re:Invent as Andy Jassy announced AWS DeepRacer —a fully autonomous 1/18th scale race car driven by reinforcement learning. At the time, I knew little about AI or machine learning (ML). As an engineer transitioning from legacy networks to cloud technologies, I had never considered myself a developer. But AWS DeepRacer instantly captured my interest with its promise that even inexperienced developers could get involved in AI and ML.
According to the National Cancer Institute, a cancer biomarker is a “biological molecule found in blood, other body fluids, or tissues that is a sign of a normal or abnormal process, or of a condition or disease such as cancer.” Biomarkers typically differentiate an affected patient from a person without the disease. Well-known cancer biomarkers include EGFR for lung cancer, HER2 for breast cancer, PSA for prostrate cancer, and so on.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
69 
Let's personalize your content