Mon.Jan 13, 2025

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Enhancing Customer and Agent Experience with AI-Powered Solutions: A Salesforce-Led Market Perspective

eglobalis

Introduction Salesforces new product, AgentForce, is redefining the agent experience with advanced AI capabilities. Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Competing tools like Microsoft Dynamics 365 AI and Zendesk AI Suite provide similar functionalities, but AgentForce stands out for its ease of use and integration depth.

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5 Must-Have CES Tools for Measuring Customer Effort & Satisfaction

Retently

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Think about the last time you had to navigate a clunky website or deal with a long-winded support call. Frustrating, right? Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need.

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How BQA streamlines education quality reporting using Amazon Bedrock

AWS Machine Learning

Given the value of data today, organizations across various industries are working with vast amounts of data across multiple formats. Manually reviewing and processing this information can be a challenging and time-consuming task, with a margin for potential errors. This is where intelligent document processing (IDP), coupled with the power of generative AI , emerges as a game-changing solution.

Report 113
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Empower Your Customer Service Team with Communication and Security Tools

CSM Magazine

Customer service plays a vital role in the success of modern businesses, directly influencing customer loyalty and trust. Balancing clear, effective communication with the need to protect sensitive data is a constant challenge. The right tools and strategies empower customer service teams to deliver exceptional service while upholding strong security measures, protecting sensitive data, and building customer trust.

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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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Boosting team innovation, productivity, and knowledge sharing with Amazon Q Business – Web experience

AWS Machine Learning

Amazon Q Business can increase productivity across diverse teams, including developers, architects, site reliability engineers (SREs), and product managers. Amazon Q Business as a web experience makes AWS best practices readily accessible, providing cloud-centered recommendations quickly and making it straightforward to access AWS service functions, limits, and implementations.

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Cost-Effective Customer Support: How Self-Service Reduces Operational Costs

Gainsight

Todays customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher , 46% of customers expect companies to respond within four hours of their support request. Whats more, 12% of customers expect a response within 15 minutes. Unfortunately, many companies are missing the boat, the average support response taking over 12 hours.

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A Comprehensive Guide to the X Algorithm: How It Works in 2025

Brandwatch CX

Explore the X algorithm's significance and its effects on your strategies. Gain essential insights to navigate its challenges. Read the full guide now.

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This is the Beta Test Pied Piper Should Have Run

Centercode

HBO's Silicon Valley highlights crucial beta testing lessons: recruit real users, set clear goals, and gather structured feedback.

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How to Perform an Instagram Audit: 11 Steps for Success

Brandwatch CX

Elevate your Instagram game with our comprehensive audit guide. Discover tips to enhance engagement and connect with your audience. Start improving today!

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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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Align B2B Strategy, Planning, And Execution To Achieve Growth With Precision And Purpose

Forrester's Customer Insights

Translating corporate strategy into actionable plans at the product, revenue, functional, and operational levels is no easy feat. Learn how teams can do this successfully.

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Step-by-Step Guide to Creating a Social Media Policy

Brandwatch CX

Our step-by-step guide explains how to create a social media policy that protects your brand reputation online.

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The Holiday Customer Experience: A “Home Alone” Analysis

ECXO

The Holiday Customer Experience: A “Home Alone” Analysis I know, I knowI’m a little late to the Christmas party, but I couldn’t resist! I love customer experience, and I love Christmas, so Im taking this opportunity to mix the two, even if we’re already well into the new year. Besides, who says holiday cheer has to end with December?

Analysis 156
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Lesson #1 Revisited: Is AI Making Us More Customer-Centric?

PeopleMetrics

Back in 2018, I wrote Listen or Die to help businesses understand one fundamental truth: if you dont listen to your customers, you wont survive. There are so many examples of this - Bed Bath & Beyond, Sears, Blockbuster, Kodak, Radio Shack. And the list goes on. Lesson #1 in Listen or Die laid the foundation: customer centricity isnt a buzzword or a marketing sloganits a commitment to action.

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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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Optimove at ICE 2025: Visit Our CRM Ecosystem and 7 Questions to Ask Us

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: For marketers, ICE 2025 is more than just an industry eventits a chance to stay ahead of the curve. With new innovations like AI-orchestrated gamification, real-time engagement tools, and advanced CRM strategies, youll gain the insights needed to deliver unparalleled player experiences and drive business growth.

CRM 52
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Unlock 360-Degree Customer Insights with Omnichannel Feedback

SurveySensum

Gone are the days when youd simply step into the store and make the purchase! You check the product online, or read the review. So are your customers! 54% of customers save products online to buy later, while 53% check them in-store before purchasing. Not just thatthe average buyer touches six channels before purchasing, with over 50% using at least four.

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The Human Touch: Purpose, Passion, and People

ImprintCX Articles

When was the last time you had a customer experience that truly left an impression? Chances are, it wasnt just because of a product or serviceit was because of how it made you feel. Creating exceptional customer experiences isnt just about having the best products or the latest technologyits about the people who bring those experiences to life. The secret lies in aligning three critical elements: , , and .

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It’s 2025: Is Nvidia’s Cosmos The Missing Piece For Widespread Robot Adoption?

Forrester's Customer Insights

NVIDIAs announcement of a foundation model platform to support development of robots and autonomous vehicles aligns well with one of our automation predictions for 2025: that one quarter of robotics projects will work to combine cognitive and physical automation.

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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.