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The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. The future now stands on four pillars – data, AI, personalization, and convenience. This creates even more pressure on organizations to retain customers in an era where their preferences and expectations are changing quickly every day and as customer expectations change, so should CX strategies to accommodate these changes.
To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? Introduction: The Vital Role of Employees in Driving Innovation In today’s business landscape, innovation is no longer a luxury—it’s a necessity.
Time series data is a distinct category that incorporates time as a fundamental element in its structure. In a time series, data points are collected sequentially, often at regular intervals, and they typically exhibit certain patterns, such as trends, seasonal variations, or cyclical behaviors. Common examples of time series data include sales revenue, system performance data (such as CPU utilization and memory usage), credit card transactions, sensor readings, and user activity analytics.
In light of the Federal Trade Commission’s (FTC) recent ruling against fake reviews and deceptive testimonials, it’s essential for businesses to understand the implications and how they can ensure compliance. At Birdeye, we are fully committed to supporting our clients in navigating these new regulations while continuing to enhance their online reputations with integrity.
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.
Machine learning operations (MLOps) are a set of practices that automate and simplify machine learning (ML) workflows and deployments. What is MLOps provides a detailed description of this concept. As ML workloads become increasingly complex and consume more energy and resources, a growing number of companies are looking for ways to manage both the costs and the carbon footprint associated with these workloads.
When people ask if Birdeye is HIPAA (Health Insurance Portability and Accountability Act) compliant, I wish I could give a simple “yes” or “no” answer. But the truth is, HIPAA compliance is never that straightforward. My response always begins with a confident “yes,” but quickly evolves into a more nuanced explanation. Why? Because HIPAA compliance isn’t just about checking a box or following a basic HIPAA compliance checklist; it requires a comprehensive program and a collective effort fr
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
When people ask if Birdeye is HIPAA (Health Insurance Portability and Accountability Act) compliant, I wish I could give a simple “yes” or “no” answer. But the truth is, HIPAA compliance is never that straightforward. My response always begins with a confident “yes,” but quickly evolves into a more nuanced explanation. Why? Because HIPAA compliance isn’t just about checking a box or following a basic HIPAA compliance checklist; it requires a comprehensive program and a collective effort fr
Data contains information, and information can be used to predict future behaviors, from the buying habits of customers to securities returns. Businesses are seeking a competitive advantage by being able to use the data they hold, apply it to their unique understanding of their business domain, and then generate actionable insights from it. The financial services industry (FSI) is no exception to this, and is a well-established producer and consumer of data and analytics.
How AI is Transforming CDPs Download Now >> Why it Matters: A well-designed marketing technology (martech) stack is crucial for delivering seamless customer experiences. The ability to process data quickly and at scale can determine a company’s competitive edge. FanDuel’s focus on speed and scalability has created a martech stack that meets current demands and is prepared for future growth.
In June, I started a series of posts that highlight the key factors that are driving customers to choose Amazon Bedrock. The first covered building generative AI apps securely with Amazon Bedrock , while the second explored building custom generative AI applications with Amazon Bedrock. Now I’d like to take a closer look at Amazon Bedrock Agents , which empowers our customers to build intelligent and context-aware generative AI applications, streamlining complex workflows and delivering natural,
If women dominate one field, it’s arguably customer service. In the US alone, only 27.4% of customer service representatives are men—the other 72.6% are women. Why exactly is that? Front Logix Solutions explains that women are more likely to have the soft skills needed to engage customers and address their queries in a compassionate and empathetic manner.
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.
Technology operations (TechOps) refers to the set of processes and activities involved in managing and maintaining an organization’s IT infrastructure and services. There are several terminologies used with reference to managing information technology operations, including ITOps, SRE, AIOps, DevOps, and SysOps. For the context of this post, we refer to these terminologies as TechOps.
Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app. Using the system, Specialised has already automated around 80 percent of its routine job management workflows allowing back-office staff and field engineers to focus on the customer experience.
We are thrilled to introduce Amazon Elastic Kubernetes Service (Amazon EKS) support in Amazon SageMaker HyperPod , a purpose-built infrastructure engineered with resilience at its core. This capability allows for the seamless addition of SageMaker HyperPod managed compute to EKS clusters, using automated node and job resiliency features for foundation model (FM) development.
Achieving consistency in the kitchen is a skill every home cook aspires to master. From novice chefs to seasoned professionals, everyone benefits from proven techniques that lead to reliable, delicious results. Whether you’re experimenting with new recipes or perfecting classic dishes, there are key strategies you can adopt to ensure every meal turns out exactly how you want it.
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.
Public cloud may be the major underpinning of enterprise infrastructure strategies, but it comes with risks. Learn the top three cloud trends that CISOs and security leaders need to be aware of in this preview of our upcoming Security & Risk Summit on December 9–11.
In today’s financial world, trust is everything. For mortgage lenders and credit unions, having a good reputation isn’t just a “nice to have.” The truth is, it’s impossible to find success without it. To protect your brand and grow its impact, you must understand how to manage your online reputation. Properly applying best practices for financial services reputation management is crucial to staying relevant and competitive.
Upwave is proud to announce the launch of our partnership with The Trade Desk , bringing advertisers brand campaign highlights, actionable recommendations to optimize campaigns in-flight, and on-demand, AI-generated reporting at the click of a button. This launch signifies our commitment to providing the tools to measure and enhance Brand Outcomes, and transform the brand measurement space.
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.
In recognition of National Insider Threat Awareness Month, we’ve gathered up some helpful focus areas and next steps to reduce your exposure to insider risk. Learn more at our upcoming Security & Risk Summit in Baltimore on December 9–11.
Having conversations with clients and learning from their experiences often yields new perspectives on familiar topics. We know that research must have a clear objective, be actionable, and be aligned with business goals, but is there more to consider? What does “good” research look like?
As a former hockey mom, I assure you there is nothing quite as pungent as a travel team hockey bag. Adolescent sweat, steamy equipment, and skates with remnants of ice all shoved into a giant bag with no ventilation is a breeding ground for fungus and bacteria.
To launch and sustain successful sales initiatives, revenue enablement teams should embrace all three phases of the Change Management Model as a guide for managing initiatives: set the stage, put the plan in motion, and make the “new” seem like business as usual.
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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