Doing CX Right
NOVEMBER 25, 2024
Learn how to measure customer service ROI with real business data. Transform your contact center into a revenue driver with Stacy Sherman and Neal Topf. The post Customer Service ROI – The Numbers Behind Loyalty appeared first on Doing CX Right.
ECXO
NOVEMBER 25, 2024
Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] 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 signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.
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ShepHyken
NOVEMBER 25, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.
Win the Customer
NOVEMBER 25, 2024
Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction. Understanding the Role of AI AI-powered chatbots and virtual assistants can handle a wide range of customer inquiries, from simple questions to complex troubleshooting.
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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.
CSM Magazine
NOVEMBER 25, 2024
You’re having your coffee when, out of nowhere, you receive a message about a one-star rating—or worse, a customer complaint. What a way to ruin your mood for the day. Managing multi-channel e-commerce often feels like a constant race to fix problems, from overselling items to missing customer inquiries. The good news? There’s a way to simplify the chaos.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
NOVEMBER 25, 2024
Customer service teams depend on efficient workflows for success. Well-organized processes help customer representatives respond faster, increase customer satisfaction, and reduce operational expenses. Today’s business environment demands prompt and effective responses, making efficient workflows integral to customer service operations. Establishing clear workflows enables customer service teams to streamline tasks, eliminate redundant steps, and ensure consistent service delivery.
Zonka Feedback
NOVEMBER 25, 2024
Explore the Top 15 Best Black Friday SaaS Deals! Unbeatable discounts on software tools and solutions to power your business growth. Don't miss out!
CSM Magazine
NOVEMBER 25, 2024
With the constantly evolving technology in retail businesses, electronic shelf labels have become an essential tool for dynamic pricing. These labels, commonly abbreviated as ESLs, are digital display systems that you can use in your retail business to show the price of the products, promotions, and any other relevant information regarding the particular products.
Provide Support
NOVEMBER 25, 2024
Today multitasking is integral part of customer service workflow. However, what are the main challenges agents face when handling multiple chats and how to overcome them?
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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.
CSM Magazine
NOVEMBER 25, 2024
Low-deposit online casinos can be very appealing to players who want to manage their spending. The idea of gambling without having to dip far into the wallet creates a tempting new entry point. But, can Canadians trust using a low minimum deposit online casino? We wanted to get down whether low-minimum deposit online casinos are truly safe or potentially risky.
Forrester's Customer Insights
NOVEMBER 25, 2024
Consumers used to browse magazines and publisher sites for gift giving inspiration, and brands would turn to publishers to sponsor those coveted gift guide spots. This holiday season, influencers are taking on that role. They expertly thread the needle between entertainment and commerce, and they are supercharged by social media platforms’ powerful recommendation algorithms.
CSM Magazine
NOVEMBER 25, 2024
The realm of Internet radio broadcasting is changing swiftly as technology progresses further each day. To keep up with the evolving landscape and captivate audiences while enhancing their listening enjoyment, broadcasters must be proactive in staying on top of emerging trends. By exploring imaginative strategies, a radio broadcaster ensures that online radio stays current and captivating for listeners globally.
Brandwatch CX
NOVEMBER 25, 2024
Learn how to create the perfect YouTube playlist for your favorite tunes. Get tips and step-by-step guidance to enhance your music experience. Read more.
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.
CSM Magazine
NOVEMBER 25, 2024
As the digital landscape evolves, church communities also adapt to technological advancements. In 2025, church apps will offer enhanced features designed to foster spiritual growth, community engagement, and seamless communication. This post explores the anticipated features and benefits of church apps, providing insights into how these digital tools can enrich congregational experiences.
Forrester's Customer Insights
NOVEMBER 25, 2024
In Forrester’s Security Survey, 2024, 56% of security decision-makers at firms that experienced an external attack indicated that the breach was the result of an application-related exploit. Why do we continue to be so bad at this!? Part of the problem is that the journey to DevSecOps is bumpy and long. But don’t give up!
InMoment XI
NOVEMBER 25, 2024
Google Posts are an invaluable tool for businesses to communicate updates, offers, and events directly to their audience. This guide will cover everything you need to know to make the most of them. What Are Google Posts? Google Posts are short updates published on Google My Business (GMB) profiles. These posts appear on your business listing, providing a direct channel to communicate updates, promotions, and events.
AWS Machine Learning
NOVEMBER 25, 2024
Today, we are excited to announce that John Snow Labs’ Medical LLM – Small and Medical LLM – Medium large language models (LLMs) are now available on Amazon SageMaker Jumpstart. Medical LLM is optimized for the following medical language understanding tasks: Summarizing clinical encounters – Summarizing discharge notes, progress notes, radiology reports, pathology reports, and various other medical reports Question answering on clinical notes or biomedical research – Answering questions about a
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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.
Optimove
NOVEMBER 25, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: As we approach 2025, the marketing landscape is rapidly evolving, requiring marketers to stay ahead of emerging trends and technologies to maintain a competitive edge. From AI-driven personalization to omnichannel integration to GenAI and ethical data practices, here’s what marketers need to know to thrive in 2025.
AWS Machine Learning
NOVEMBER 25, 2024
Amazon Web Services (AWS) is excited to be the first major cloud service provider to announce ISO/IEC 42001 accredited certification for AI services, covering: Amazon Bedrock , Amazon Q Business , Amazon Textract , and Amazon Transcribe. ISO/IEC 42001 is an international management system standard that outlines requirements and controls for organizations to promote the responsible development and use of AI systems.
ShepHyken
NOVEMBER 25, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does modern AI enhance the efficiency of customer interactions in contact centers? How can AI anticipate customer needs and offer better solutions in customer service? What are the common fears among leadership when adopting AI solutions in customer support?
AWS Machine Learning
NOVEMBER 25, 2024
We’re excited to announce the availability of Meta Llama 3.1 8B and 70B inference support on AWS Trainium and AWS Inferentia instances in Amazon SageMaker JumpStart. Meta Llama 3.1 multilingual large language models (LLMs) are a collection of pre-trained and instruction tuned generative models. Trainium and Inferentia, enabled by the AWS Neuron software development kit (SDK), offer high performance and lower the cost of deploying Meta Llama 3.1 by up to 50%.
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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.
CSM Magazine
NOVEMBER 25, 2024
Blockchain-based currencies have been gaining popularity lately, and many people wonder if they should join the trend, hoping they will increase their profits. Bitcoin is the most popular asset in the sector, and therefore, most investors turn to it when they consider purchasing digital currencies. If you also want to add Bitcoin to your portfolio before experimenting with other assets, you must research it more.
AWS Machine Learning
NOVEMBER 25, 2024
In the rapidly evolving digital content industry, multilingual accessibility is crucial for global reach and user engagement. 123RF , a leading provider of royalty-free digital content, is an online resource for creative assets, including AI-generated images from text. In 2023, they used Amazon OpenSearch Service to improve discovery of images by using vector-based semantic search.
CSM Magazine
NOVEMBER 25, 2024
Crafted to embody a brand’s identity in an image, a logo is a powerful symbol that resonates with viewers through a blend of creativity and strategic foresight. This comprehensive article outlines the process of creating a logo design that connects with the target audience effectively. Understanding Brand Identity Exploring brand identity is crucial.
AWS Machine Learning
NOVEMBER 25, 2024
Enterprises face significant challenges accessing and utilizing the vast amounts of information scattered across organization’s various systems. What if you could simply ask a question and get instant, accurate answers from your company’s entire knowledge base, while accounting for an individual user’s data access levels? Amazon Q Business is a game changing AI assistant that’s revolutionizing how enterprises interact with their data.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
SurveySensum
NOVEMBER 25, 2024
Using Medallia for your CX goals? While Medallia is a powerful tool for customer experience management , it’s not always the perfect fit for every business. Why? Let’s find out and look for some top Medallia alternatives that will suit your needs and goals better. What is Medallia – The Introduction Medallia is one of the pioneers in customer and employee experience management.
Forrester's Customer Insights
NOVEMBER 25, 2024
Imagine trying to cook a complicated dish for the first time without a recipe, guessing at the ingredients and their proportions. This trial-and-error process is much like a B2B organization attempting to craft go to market strategies in absence of sufficient data and insights.
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