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Youve got your game face on. Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.
Sometimes in life, we all need a helping hand. That can be anything from learning to drive, to getting some emotional support and even some extra backup when playing at online casinos. The latter is an area where customer support agents come into play, and they should be able to cover a wide range of issues. Modern online casinos have nuanced features, including a wide range of bonuses and payment options.
One of the most interesting aspects of my role as a Forrester analyst is hearing marketers ask questions about how others in their position or industry are approaching measurement. A common fear I hear is that everyone else in a clients competitive set has figured things out and the client brand is being left behind.
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.
Advanced technologies and analytic methods are redefining how organizations measure experiences and extract insights. CX leaders have an opportunity and a responsibility to spearhead this transformation.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Advanced technologies and analytic methods are redefining how organizations measure experiences and extract insights. CX leaders have an opportunity and a responsibility to spearhead this transformation.
Prompt caching, now generally available on Amazon Bedrock with Anthropics Claude 3.5 Haiku and Claude 3.7 Sonnet, along with Nova Micro, Nova Lite, and Nova Pro models, lowers response latency by up to 85% and reduces costs up to 90% by caching frequently used prompts across multiple API calls. With prompt caching, you can mark the specific contiguous portions of your prompts to be cached (known as a prompt prefix ).
Identify worst-, likely-, and best-case scenarios along with the specific actions needed to mitigate the heightened cost pressures entailed in each scenario.
Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies and AWS. Amazon Bedrock Knowledge Bases offers fully managed, end-to-end Retrieval Augmented Generation (RAG) workflows to create highly accurate, low-latency, secure, and custom generative AI applications by incorporating contextual information from your companys data sources.
My friends at Entytle post and create webinars about the value and importance of collecting and using installed base (IB) data. One day, viewing one of their webinars, I realized I had the best IB data story ever. I wrote the story and sent it to their Marketing leader. He read it and asked if […] The post A Recall That Built Trust With our Most Demanding Customers appeared first on Middlesex Consulting.
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.
Today, were excited to announce the availability of Llama 4 Scout and Maverick models in Amazon SageMaker JumpStart and coming soon in Amazon Bedrock. Llama 4 represents Metas most advanced multimodal models to date, featuring a mixture of experts (MoE) architecture and context window support up to 10 million tokens. With native multimodality and early fusion technology, Meta states that these new models demonstrate unprecedented performance across text and vision tasks while maintaining efficie
Is SurveyMonkeys pricing a right match for your business needs and budget? Lets find out! What Is SurveyMonkey? Understanding Its Value for CX Professionals SurveyMonkey is a feedback management tool widely used for gathering customer feedback, offering drag-and-drop survey design and data analysis tools that yield actionable insights. With ready-to-use survey templates , AI-powered insights, and customizable surveys, it makes gathering and analyzing data quick and easy.
Developing generative AI agents that can tackle real-world tasks is complex, and building production-grade agentic applications requires integrating agents with additional tools such as user interfaces, evaluation frameworks, and continuous improvement mechanisms. Developers often find themselves grappling with unpredictable behaviors, intricate workflows, and a web of complex interactions.
We had a great time at DISTRIBUTECH and its adjacent events, the PLMA DER Symposium and SECC Annual Consumer Symposium. With over 18,100 professionals in attendance at DISTRIBUTECH, industry leaders, innovators, and utility professionals from around the world came together to discuss the future of energy. Grid resiliency and predictability were top of mind, underscoring Read More The post Uplight’s Key Takeaways from DISTRIBUTECH 2025 and Adjacent Events appeared first on Uplight.
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.
Markets And Consumers Are In Chaos Mode Weve had a little time to chew on the sweeping tariff plans of Liberation Day, and if the markets are any indicator, its been tough to digest.
Contextualize Performance with Upwave Norms Were making it easier to contextualize your brand campaigns performance. Two new norms are now generally available in the Upwave platform: Industry Norms and Tactic Norms. Media Channels are the first available tactic, with other tactics coming soon. Both are powered by Bayes, Upwaves AI agent. Existing norms have clearer, more descriptive names: Real-Time Norms have been renamed Platform Norms, and Real-Time Plus Norms have been renamed Brand Maturity
The good: 93% of VP+ B2C marketing and advertising decision-makers say they have a formal marketing operations function, according to Forresters Q1 2025 CMO Pulse Survey. The bad: Many B2C marketing operations functions are usually limited to a handful of marketing disciplines (or sometimes just a single discipline).
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