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Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Looking back and re-reading this chapter, I had to laugh. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.
See the difference control groups make in this guide Download Now Why it matters: Understanding hidden data is key to unlocking insights that drive smarter, proactive strategies. Just as the Macrodata Refinement team in Severance detects anomalies to reveal underlying trends, marketers can mine customer data to anticipate needs and personalize interactions.
What does it take to scale customer-centric culture across an entire company? In this episode of The Modern Customer Podcast , Kimberly Wyman , VP of Customer Support at T-Mobile for Business, shares how T-Mobile empowers employees, streamlines operations, and uses AI to enhance customer service.
The end of 2024 is upon us. In our home market, the December period is a time for end of year holidays. Business shuts down and we head towards the coast or mountains to enjoy a break and welcome the new year. This year will be remembered as a year of massive developments in AI. In particular, LLMs and generative AI have stood out as incredible new technologies that truly have become mainstream.
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.
📌🚀Grab my Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Treating CX like a program is like running outdated software: it works for a while but eventually crashes, leading to frustration. A CX strategy must function as an operating systeminterconnected and driving every part of your business, with regular diagnostics and constant updates. When you treat CX as a series of disconnected projects, quick wins, or department-specific initiatives, the system runs slow, crashes, and frustrates both employees and customers.
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Treating CX like a program is like running outdated software: it works for a while but eventually crashes, leading to frustration. A CX strategy must function as an operating systeminterconnected and driving every part of your business, with regular diagnostics and constant updates. When you treat CX as a series of disconnected projects, quick wins, or department-specific initiatives, the system runs slow, crashes, and frustrates both employees and customers.
Gone are the days of manually sifting through thousands of customer data points to extract valuable insights. Remember the hours spent poring over spreadsheets, copy-pasting responses, and toggling between documents just to categorize feedback? Traditional methods of analyzing unstructured datasurvey responses, chat logs, and social media commentswere tedious and prone to human bias and oversight.
Learn how to effectively manage your business with Meta Business Suite. Streamline your processes and enhance your online presence. Read the article now!
Imagine a future where bold brand strategies seamlessly blend with real-world journeys to captivate and delight customers. Explore the tools to create that future at CX Summit North America, the premier gathering of CX, marketing, and digital professionals.
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.
Forresters latest global technology market forecast shows robust growth of 5.6% in 2025 driving the market to $4.9 trillion. Learn what's driving this growth and how to plan for the year ahead.
Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life. Thats the reality in many universities today.
Despite persistent inflation and a cooling labor market, US tech spending is forecast to grow by 6.1% in the US in 2025 to reach a staggering $2.7 trillion. Find out what's driving this growth and what tech leaders can expect in 2025.
It’s time for another CX Pulse Check. We’re thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption.
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.
GraphStorm is a low-code enterprise graph machine learning (ML) framework that provides ML practitioners a simple way of building, training, and deploying graph ML solutions on industry-scale graph data. Although GraphStorm can run efficiently on single instances for small graphs, it truly shines when scaling to enterprise-level graphs in distributed mode using a cluster of Amazon Elastic Compute Cloud (Amazon EC2) instances or Amazon SageMaker.
I wrote a while back about a pet-peeve of mine when I grocery shop: Not enough small carts. Now, thats clearly a small thing (literally!) to get too overworked about. First World Problems, and all that. At the risk of delving further into Angry-Old-Man-Shaking-His-Fist-At-The-Clouds territory, let me gripe again about shopping carts. As Id mentioned, ours is a somewhat urban neighborhood.
In this new era of emerging AI technologies, we have the opportunity to build AI-powered assistants tailored to specific business requirements. Amazon Q Business , a new generative AI-powered assistant, can answer questions, provide summaries, generate content, and securely complete tasks based on data and information in an enterprises systems. Large-scale data ingestion is crucial for applications such as document analysis, summarization, research, and knowledge management.
The world of font design is undergoing a major transformation, thanks to advancements in artificial intelligence. In the past, creating custom fonts required specialized skills and hours of effort. Now, with tools like Creative Fabricas AI-powered Font Generator , designing high-quality, personalized fonts has become quick, easy, and accessible to everyone.
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.
Today, we are excited to announce that the Falcon 3 family of models from TII are available in Amazon SageMaker JumpStart. In this post, we explore how to deploy this model efficiently on Amazon SageMaker AI. Overview of the Falcon 3 family of models The Falcon 3 family, developed by Technology Innovation Institute (TII) in Abu Dhabi, represents a significant advancement in open source language models.
Product management and customer service constantly affect each other’s success through continuous feedback and adaptation. For instance, when product teams analyze support tickets and feature requests, they prevent recurring issueslike a mobile payment app team adjusting button placement based on user confusion patterns, or a software company streamlining onboarding after identifying common roadblocks.
The integration of generative AI capabilities is driving transformative changes across many industries. Although weather information is accessible through multiple channels, businesses that heavily rely on meteorological data require robust and scalable solutions to effectively manage and use these critical insights and reduce manual processes. This solution demonstrates how to create an AI-powered virtual meteorologist that can answer complex weather-related queries in natural language.
Trailblazers can come in every size, but their superpower lies in their vision, passion, and courageand their ability to rally those around them to embrace all of it. Companies globally are either in the process of or planning to bring employees back into the office. Some may not be overly enthusiastic about swapping sweats for […] The post RTW Mandate?
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.
This blog post is co-written with George Orlin from Meta. Today, we are excited to announce that Metas Segment Anything Model (SAM) 2.1 vision segmentation model is publicly available through Amazon SageMaker JumpStart to deploy and run inference. Meta SAM 2.1 provides state-of-the-art video and image segmentation capabilities in a single model. This cutting-edge model supports long-context processing, complex segmentation scenarios, and fine-grained analysis, making it ideal for automating proc
Great customer service goes beyond answering callsits about efficiency, quick problem-solving, and offering customers choices. The key isnt IVR or live agents alone but using both effectively. Automation handles routine tasks, while human agents provide a personal touch. The challenge is balancing both to ensure efficiency without compromising customer satisfaction.
In the last two years, growing concerns around the proliferation of and advances in deepfakes has raised concerns around potential of deepfakes to impede adoption of facial and voice biometrics. Deepfakes are increasing because many organizations are migrating identity verification, authentication, and high-value, high-risk transactions (e.g.
In todays unstable market driven by shifting buyer expectations and AI disruption, strong processes are an organizations lifeline, ensuring predictability, consistency, and scalability. Yet, many organizations overlook their importance. Investing in process improvement isnt a nice-to-have its essential. It boosts innovation, creates competitive differentiation, improves efficiency, cuts waste, and makes an organization agile.
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.
Dynatrace Perform, the annual event to highlight all things Dynatrace, was held at the Aria in Las Vegas from February 5-7. I was there to get a look at their new offering directed at developers: Observability for Developers.
DeepSeek: New Model & New Hopes DeepSeek released the opensource AI model DeepSeek R1, with impressive performance, and significantly lower training cost. It garnered immediate attention and rapid adoption. It has outperformed many, if not all, competitors’ latest models across many commonly used AI tests.
As spectators tuned in to Super Bowl 59 to indulge on American culture rife with consumerism, T Swift, and rap feuds, the buzz was less around the game and more determining who is pro footballs GOAT (Greatest of all Time).
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