Wed.Dec 11, 2024

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Service Trends in 2024: Top Predictions and Lessons Learned

TechSee

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i

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The Power of CX Experimentation: Turning Insights into Actionable Success

eglobalis

This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.

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EBSCOlearning scales assessment generation for their online learning content with generative AI

AWS Machine Learning

EBSCOlearning offers corporate learning and educational and career development products and services for businesses, educational institutions, and workforce development organizations. As a division of EBSCO Information Services, EBSCOlearning is committed to enhancing professional development and educational skills. In this post, we illustrate how EBSCOlearning partnered with AWS Generative AI Innovation Center (GenAIIC) to use the power of generative AI in revolutionizing their learning assessm

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Top enterprise messaging software you need to master business communication 

BirdEye

Managing communications across multiple locations, both internally and externally, can be a daunting task. Yet, ensuring seamless communication is critical for keeping your organization running smoothly. Traditional communication methods often lead to fragmented messaging systems, resulting in inconsistent customer experiences. This is where enterprise messaging software comes to the rescue.

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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

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.

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How AWS sales uses Amazon Q Business for customer engagement

AWS Machine Learning

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. In addition to planning considerations when building an AI application from the ground up, it focused on our Account Summaries use case, which allows account teams to quickly understand the state of a customer account, including recent trends in service usage, opportunity pipeline, and recommendations to help customers maximize the value they receive

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Keatext and QuestionPro Introduce Conversational Analytics

Keatext

Keatext and QuestionPro, two companies leading innovation in the CX space, are announcing a new partnership that supports joint customers with conversational analytics and unified contact center insights.

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Unlock Success with the Right Tools: Your Guide to Essential Small Business Software

Pretium Solutions

Do you have the right tools to run your business? Learn more about essential small business software For a business owner like you, having the right software tools can make all the difference. From managing your finances to building strong customer relationships, the right software can streamline your operations, save you time, and boost your bottom line.

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Generation Covid: How Generation C Differs From The Rest Of Gen Z

2020 Research

Get to know Gen C how the pandemic has shaped them and what sets them apart from previous generations.

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10 Ways to Turn Holiday Shoppers into Lifetime Customers

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: Effective strategies to recover abandoned carts helps build customer loyalty, revenue and growth not only during the critical holiday shopping season but builds the basis for building long-term customer relationships that will benefit the brand throughout the year and into the future.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

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.

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The AI Transformation of Market Research: Faster, Smarter, and More Insightful

2020 Research

The post The AI Transformation of Market Research: Faster, Smarter, and More Insightful appeared first on Sago.

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How to Embed Survey in Email Zendesk: Step-by-Step Guide

Zonka Feedback

Embedding surveys in platforms like Zendesk is a game-changer for businesses looking to streamline feedback collection and enhance customer interactions. By embedding surveys in Zendesk emails, you can gather real-time insights, measure customer satisfaction , and close feedback loops seamlesslydirectly within the platform you already use. This blog will walk you through the step-by-step process to embed surveys in Zendesk emails, enabling your team to collect actionable feedback without disrupt

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Mastering the Peaks: A Guide to Handling Customer Support Demand Spikes

5CA

Discover how to effectively manage customer support demand spikes during seasonal surges, product launches, and viral marketing campaigns.

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GenAI Disrupts Professional Services

Forrester's Customer Insights

As pure knowledge businesses that make money in billable hours worked, service providers are on the front lines of genAI-powered disruption. GenAI-powered digital assistants supplement peoples work, augmenting their knowledge, skills, and experience as well as automating their tasks. The impact is more work completed in less time with fewer people.

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Next-Gen Cloud Contact Centers For Dummies®

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.

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Discover insights from your Amazon Aurora PostgreSQL database using the Amazon Q Business connector

AWS Machine Learning

Amazon Aurora PostgreSQL-Compatible Edition is a fully managed, PostgreSQL-compatible, ACID-aligned relational database engine that combines the speed, reliability, and manageability of Amazon Aurora with the simplicity and cost-effectiveness of open source databases. Aurora PostgreSQL-Compatible is a drop-in replacement for PostgreSQL and makes it simple and cost-effective to set up, operate, and scale your new and existing PostgreSQL deployments, freeing you to focus on your business and appli

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Unlock Success with the Right Tools: Your Guide to Essential Small Business Software

Pretium Solutions

Do you have the right tools to run your business? Learn more about essential small business software For a business owner like you, having the right software tools can make all the difference. From managing your finances to building strong customer relationships, the right software can streamline your operations, save you time, and boost your bottom line.

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How Tealium built a chatbot evaluation platform with Ragas and Auto-Instruct using AWS generative AI services

AWS Machine Learning

This post was co-written with Varun Kumar from Tealium Retrieval Augmented Generation (RAG) pipelines are popular for generating domain-specific outputs based on external data thats fed in as part of the context. However, there are challenges with evaluating and improving such systems. Two open-source libraries, Ragas (a library for RAG evaluation) and Auto-Instruct, used Amazon Bedrock to power a framework that evaluates and improves upon RAG.

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WFM and AI: How Artificial Intelligence Will Transform Workforce Planning in the Future

CSM Magazine

As the business landscape continues to evolve, workforce planning is becoming more complex and dynamic thanks to companies across all industries being tasked with managing increasingly global, diverse, and hybrid workforces. But while the workforce evolves, the methods required for effective workforce planning are still very much in the ‘traditional’ and ‘manual’ phase.

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Making the Moment: The Art of Creating Events That Drive Results

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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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

Think Customers

By Ricardo Saltz Gulko Guest article as part of our partnership with the European Customer Experience Organization. See original post here. In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signalsometimes an isolated need, sometimes a broader trendbut responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

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Closing the skills gap: How can businesses boost their digital skills training?

Adrian Swinscoe

This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to the Quantifying Data Skills Gap report, almost half [] The post Closing the skills gap: How can businesses boost their digital skills training? first appeared on Adrian Swinscoe.

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“Managed Services-as-Software” Offer A Vision for the Future of Managed Services

Forrester's Customer Insights

Traditional managed services have long been caught in a fundamental dilemma: achieving high-quality service delivery while maintaining cost-effectiveness. After offshore and cloud, managed services are being reshaped by AI at a fundamental level, introducing a new services paradigm that blends performance-based models, automation, and human-centric refinement.

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2024 Product Release Notes

Upwave

AI Campaign Insights Reports Upwaves AI Campaign Insights Reports are 100% AI-generated slide decks that showcase valuable insights on campaign performance and in-flight optimization recommendations on-demand throughout your campaign. The first practical application of generative AI in advertising measurement, they take the work out of understanding, interpreting, and clearly communicating Brand Lift results.

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Case Study: Key Insights on Wait Times and Customer Service

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.

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AI, FinOps, And Digital Sovereignty Lead Global Cloud Trends

Forrester's Customer Insights

Tech executives at global organizations manage their public cloud environments keeping into account many different factors worldwide, from different regulations to country-specific technology and business requirements. There are a few trends that are stable though, as we found out in our research.

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Crafting the Perfect CSAT Questions: A Comprehensive Guide

Retently

Table of Contents Key Takeaways What is CSAT and Why Does It Matter? The Anatomy of a Perfect CSAT Question CSAT Question Types: When and How to Use Them Customizing CSAT Questions for Different Touchpoints Common Pitfalls in Crafting CSAT Questions Best Practices for Survey Distribution How to Analyze CSAT Responses Effectively Conclusion Crafting great CSAT questions isnt just about slapping together a survey and hitting send.

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Empathy And Removing The Sludge Will Create A Healthier Workplace For Clinicians

Forrester's Customer Insights

At the ICD Media Groups Healthcare Burnout Symposium, healthcare thought leaders dove into the origins of and continuing reasons for clinician burnout. Experts on designing for empathy, clinician well-being, organizational transformation, patient experience, human suffering, moral injury, and physician resilience shared ideas and evidence-based solutions for helping the healthcare workforce.

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On January 20, 2025, “We, the People of the United States” declare our independence from Day One dictator Donald Trump and his #MAGA oligarchy.

Bill Quiseng

On January 20, 2025, “We, the People of the United States” declare our independence from Day One dictator Donald Trump and his #MAGA oligarchy. “No other country in the developed world as “for-profit” health insurance. And you know what, that’s why they have lower healthcare costs than we do. Their people aren’t burdened with the cost of supporting billionaire health insurance executives millionaires who work for them.” Dr.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

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.

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Prepare Your Supply Chain Applications Portfolio For A Changing Trade Environment

Forrester's Customer Insights

Over recent weeks many Forrester clients have asked us how prospective tariffs might impact their supply chain processes and supporting applications. What Is The Potential Impact Of New Tariffs On Manufacturing?