eglobalis
MARCH 18, 2025
In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. AI agents , including chatbots and virtual assistants, handle a significant portion of customer inquiries, offering immediate support and streamlining operations.
Experience Investigators by 360Connext
MARCH 18, 2025
Customer support leaders are often trapped in a cycle of “number narration” – reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener’s question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories.
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AWS Machine Learning
MARCH 18, 2025
In the rapidly evolving healthcare landscape, patients often find themselves navigating a maze of complex medical information, seeking answers to their questions and concerns. However, accessing accurate and comprehensible information can be a daunting task, leading to confusion and frustration. This is where the integration of cutting-edge technologies, such as audio-to-text translation and large language models (LLMs), holds the potential to revolutionize the way patients receive, process, and
Heart of the Customer
MARCH 18, 2025
Which is more important: rational or emotional factors? The Advanced Manufacturing Customer Experience Consortium (AMCX) is a group of the worlds top manufacturers. Its members are ground zero for Sigma Six, lean manufacturing, just-in-time supply chains, and reliability. Yet the group still wondered (with continuous debates and discussions), can manufacturers win through customer experience?
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.
AWS Machine Learning
MARCH 18, 2025
The rise of generative AI has significantly increased the complexity of building, training, and deploying machine learning (ML) models. It now demands deep expertise, access to vast datasets, and the management of extensive compute clusters. Customers also face the challenges of writing specialized code for distributed training, continuously optimizing models, addressing hardware issues, and keeping projects on track and within budget.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
MARCH 18, 2025
As generative AI adoption accelerates across enterprises, maintaining safe, responsible, and compliant AI interactions has never been more critical. Amazon Bedrock Guardrails provides configurable safeguards that help organizations build generative AI applications with industry-leading safety protections. With Amazon Bedrock Guardrails, you can implement safeguards in your generative AI applications that are customized to your use cases and responsible AI policies.
BirdEye
MARCH 18, 2025
Imagine waking up one morning to find your business missing from Google. No warning, no explanationjust gone. Customers searching can no longer find you. This nightmare happens daily to businesses that unknowingly violate Google Business Profile guidelines. Dont let yours be next. In 2025, Google Business Profile guidelines aren’t just best practicesthey are critical rules every business owner must follow to stay visible.
AWS Machine Learning
MARCH 18, 2025
SQL is one of the key languages widely used across businesses, and it requires an understanding of databases and table metadata. This can be overwhelming for nontechnical users who lack proficiency in SQL. Today, generative AI can help bridge this knowledge gap for nontechnical users to generate SQL queries by using a text-to-SQL application. This application allows users to ask questions in natural language and then generates a SQL query for the users request.
Thematic
MARCH 18, 2025
Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. But here’s the kicker: That feedback is gold —if you know how to use it. The problem is most businesses don’t.
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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.
BirdEye
MARCH 18, 2025
People no longer flip through the Yellow Pages to find a local plumber, restaurant, or shop. Today, when people need a service, they grab their phone and search on Google. If your business isnt showing up in those searches, youre missing out on potential customers actively looking for what you offer. Thats where Google My Business SEO plays a crucial role.
Adrian Swinscoe
MARCH 18, 2025
Todays podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to [] The post Testing and experimentation is everyones problem Interview with Shafqat Islam of Optimizely first appeared on Adrian Swinscoe.
CSM Magazine
MARCH 18, 2025
E-commerce has revolutionized the way businesses interact with consumers. Every day, millions of transactions take place online, making the e-commerce industry one of the most dynamic and fast-evolving sectors. However, with competition becoming fiercer and customer expectations higher than ever, businesses must find new ways to stand out. Thats where generative AI solutions come into play.
NobelBiz
MARCH 18, 2025
A staggering 92% of business-to-customer interactions occur via voice , highlighting the enduring power of the phone call. As consumers increasingly seek trustworthy and personalized experiences from live representatives, the reliance on voice communications is only set to grow. However, many overlook a critical issue: 25% of business phone numbers are at risk of being mislabeled as spam or blocked entirely without their knowledge.
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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
MARCH 18, 2025
When you’re selling your house, one of the most important decisions you’ll make is choosing the right real estate agent Working with a great agent means a smooth sale, top dollar for your house, and a fantastic customer experience. Think of it as having a personal advocate throughout the entire process. They will handle the paperwork and showings, while you sit back and relax.
Blake Morgan
MARCH 18, 2025
AI is eliminating inefficiencies, personalizing interactions, and redefining serviceyet most companies still treat CX as a cost center instead of a competitive advantage. AI-powered experiences are faster, smarter, and more seamless than ever, but hesitation to adopt them is leaving many businesses vulnerable to customer frustration and declining loyalty.
DCX
MARCH 18, 2025
📌🚀 Turn Every Team into Customer Champions 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. Learn how to rally every department around customer obsession; click the button below to get started: Download the Free Guide Join the global community of 1,100+
BirdEye
MARCH 18, 2025
Imagine turning every image you post on your Google Business Profile into a stunning, professional-looking masterpiece with just a few taps. Sounds too good to be true? Well, Google has made it possible with its latest feature: AI-powered backgrounds for your Google Posts. Starting now, you can enhance your photos with AI-generated backgrounds that will grab potential customers’ attentionno design skills required.
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.
Forrester's Customer Insights
MARCH 18, 2025
Last week we published two data snapshot reports from our Forresters State Of Customer Engagement Survey, 2024. Focused on US-based respondents at B2B firms who primarily sell software, these short reports give bit of a unique look into the more sophisticated side of customer engagement.
Brandwatch CX
MARCH 18, 2025
Discover Reddit, a vast online community where you can share interests and engage in discussions. Learn how to navigate and make the most of it. Read more.
dscout People Nerds
MARCH 18, 2025
The old adage of customer is king remains true, but theres more to the story. See what Research and Design can do to achieve business objectives.
Brandwatch CX
MARCH 18, 2025
Discover essential strategies to effectively integrate social media into your marketing efforts. Learn how to boost engagement and drive success. Read more.
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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.
Forrester's Customer Insights
MARCH 18, 2025
Forrester is delighted to announce the opening call for our annual global Technology Awards in three categories this year: the Technology Strategy Impact Award, the Enterprise Architecture Award, and the all-new Data & AI Impact Award. These awards aim to recognize high-performing organizations that have enhanced business outcomes with their IT, AI, and data capabilities.
Brandwatch CX
MARCH 18, 2025
Boost your social media traffic with these effective strategies. Discover practical tips that drive engagement and grow your audience. Read more.
Forrester's Customer Insights
MARCH 18, 2025
Technology service spending will reach $2 trillion in 2028, rising 4.6% year over year globally, much faster than GDP growth.
Calabrio
MARCH 18, 2025
Analytics From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilization Share Chatbots have transformed customer service by providing instant, AI-powered support that reduces contact center volume and improves operational efficiency. However, many customers bypass chatbots , opting instead to escalate to live agents at the first opportunity.
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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.
Forrester's Customer Insights
MARCH 18, 2025
A Crisis In The Air Over the years that I’ve lived in Cincinnati, my nonstop options have dwindled as Delta has made a steady retreat from this market.
AWS Machine Learning
MARCH 18, 2025
This post is cowritten with Abdullahi Olaoye, Akshit Arora and Eliuth Triana Isaza at NVIDIA. As enterprises continue to push the boundaries of generative AI, scalable and efficient model training frameworks are essential. The NVIDIA NeMo Framework provides a robust, end-to-end solution for developing, customizing, and deploying large-scale AI models, while Amazon SageMaker HyperPod delivers the distributed infrastructure needed to handle multi-GPU, multi-node workloads seamlessly.
Forrester's Customer Insights
MARCH 18, 2025
Portfolio marketers and product managers can work together to build a unified approach to growth that identities the most attractive market opportunities while determining the best product strategies to capitalize on them.
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