Wed.Oct 02, 2024

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How Hiring a Customer Experience Consultant Accelerates Your CX Success

Experience Investigators by 360Connext

No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). Your core business offering is your foundation. An important one, too, because even the best marketing and sales teams can’t save a sub-par product. By investing in CX, however, you can quickly accelerate your success and unlock proven advantages for staying ahead of the competition: Customers who receive value-enhanced services are mor

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Chatbots vs. Agentic AI: Key Differences and How to Spot Them

TechSee

At first glance, chatbots and Agentic AI may seem similar—both engage with users and provide automated responses. However, fundamental differences set Agentic AI apart from traditional chatbots, even those powered by large language models (LLMs). Let’s unpack these new technologies. If there were an MMA match, chatbots vs. agentic AI, where would each of them excel, or how would their approaches to your CX challenges differ?

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Achieve operational excellence with well-architected generative AI solutions using Amazon Bedrock

AWS Machine Learning

Large enterprises are building strategies to harness the power of generative AI across their organizations. However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level.

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Nuclear needs to play a bigger role in the clean energy future

West Monroe

Electricity demand is surging across the U.S., driven by manufacturing growth and the proliferation of both data centers and cryptocurrency mining. At the same time, there’s growing pressure to reduce greenhouse gas (GHG) emissions by transitioning buildings, manufacturing, and transportation systems to electricity. But renewables alone won’t meet this demand.

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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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Elevate workforce productivity through seamless personalization in Amazon Q Business

AWS Machine Learning

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant. For example, an AI assistant for employee onboarding could use what it knows about an employee’s work location, department, or job title to provide information that is more relevant to the employee.

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Best practices for building robust generative AI applications with Amazon Bedrock Agents – Part 1

AWS Machine Learning

Building intelligent agents that can accurately understand and respond to user queries is a complex undertaking that requires careful planning and execution across multiple stages. Whether you are developing a customer service chatbot or a virtual assistant, there are numerous considerations to keep in mind, from defining the agent’s scope and capabilities to architecting a robust and scalable infrastructure.

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How To Stop Your Employees From Using Company Cars For Personal Journeys

Joe Rawlinson

You provide company cars to employees for a specific reason: they should use the vehicles to complete the required work tasks. For example, you run a delivery business, and you provide cars, vans, and trucks for drivers to load up and take orders to customers. You could also have some company cars for people to drive to meetings as a way of keeping up appearances.

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How Schneider Electric uses Amazon Bedrock to identify high-potential business opportunities

AWS Machine Learning

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Adrian Boeh, Senior Data Scientist – NAM AI, from Schneider Electric. Schneider Electric is a global leader in the digital transformation of energy management and automation. The company specializes in providing integrated solutions that make energy safe, reliable, efficient, and sustainable.

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Introducing a comprehensive framework for evaluating the societal impact of research

Clarivate

Funders, governments and institutions across the globe are increasingly expected to demonstrate the societal impact of research. They need to answer questions such as: has investment in research and experimental development (R&D) yielded tangible benefits to individuals, communities, organizations and economies across diverse areas such as health, climate change and technological advancement?

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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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Meet Optimove at G2E Las Vegas 2024: Discover the Future of Player Engagement 

Optimove

See the difference control groups make in this guide Download Now Why it matters: By attending Optimove’s CRM Lightning Talks at G2E Las Vegas 2024, marketers will walk away with deeper knowledge of event-based strategies, personalization, predictive analytics, and gamification—all crucial for optimizing player engagement, retention, and loyalty. Key takeaways: Join us at G2E for four CRM Lightning Talks at Booth #2630.

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173: Rewiring Your Brain for Peak Focus & Productivity with Lori Saitz

The DiJulius Group

Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.

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The driving force of innovation – A Top 100 Global Innovators deep dive into the Automotive sector

Clarivate

Welcome to the latest installment of Top 100 Global Innovators from Clarivate report series, where we take an in-depth look at the top players and global trends driving innovation across several key industries. In this edition, we focus on the automotive segment — a cornerstone of modern industry currently navigating a storm of innovation convergence driven by the rise of electric vehicles (EVs), autonomous driving technologies and connected vehicle systems powered by the Internet of Things (IoT

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173: Rewiring Your Brain for Peak Focus & Productivity with Lori Saitz

The DiJulius Group

Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.

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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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Nuclear needs to play a bigger role in the clean energy future

West Monroe

Electricity demand is surging across the U.S., driven by manufacturing growth and the proliferation of both data centers and cryptocurrency mining. At the same time, there’s growing pressure to reduce greenhouse gas (GHG) emissions by transitioning buildings, manufacturing, and transportation systems to electricity. But renewables alone won’t meet this demand.

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Unlocking Growth: Supercharge Customer Expansion with Staircase AI by Gainsight

Gainsight

Hey there, expansion enthusiasts! If you’re on the front lines of securing revenue, then you know that spotting opportunities for growth is like finding hidden treasures. At Gainsight, we’re thrilled to unveil our latest State of Customer Expansion report —a roadmap that’s tailor-made for teams that are all about growing revenue. Our biggest takeaway?

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AI Week recap: Winners of West Monroe’s inaugural AI competition for employees

West Monroe

West Monroe recently wrapped up our first-ever AI Week! Throughout the week, employees leveled up their AI skills through expert-led sessions on pressing AI topics and hands-on tutorials. We also held an internal AI competition, where our employees submitted nearly 40 real-life use cases of how they’re using AI. Below are the winners for both client and internal use along with a recap of how they created their tools leveraging Nigel and Glean, our AI-powered platforms, to deliver even grea

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173: Rewiring Your Brain for Peak Focus & Productivity with Lori Saitz

The DiJulius Group

Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.

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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.

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Genesys Cloud September 2024 Release Highlights

VDS

In September 2024, Genesys introduced 43 new features and functionality enhancements to its cloud platform. Here are the key updates: Important Announcement – 2024 Genesys CIDR expansion and firewall requirements During the week of October 28, 2024 , Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services.

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Make promises, keep them but you don’t have to beat them

Adrian Swinscoe

I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […] The post Make promises, keep them but you don’t have to beat them first appeared on Adrian Swinscoe.

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Unlocking Growth: Supercharge Customer Expansion with Staircase AI by Gainsight

Gainsight

Hey there, expansion enthusiasts! If you’re on the front lines of securing revenue, then you know that spotting opportunities for growth is like finding hidden treasures. At Gainsight, we’re thrilled to unveil our latest State of Customer Expansion report —a roadmap that’s tailor-made for teams that are all about growing revenue. Our biggest takeaway?

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The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane

Adrian Swinscoe

Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind […] The post The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane first appeared on Adrian Swinscoe.

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Case Study: Key Insights on Wait Times and Customer Service

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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The Future of Voice Biometrics for the Contact Center

Northridge Group

Throughout history, humans have relied on physical characteristics for identification, beginning with fingerprinting as far back as 500 BC. Today, facial recognition, iris scanning, and voice patters are part of biometric identification. But, like so many other things in modern-day society, Artificial Intelligence is changing the world of biometrics and our security within it.

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Countdown to Inclusion: What to expect from the European Accessibility Act

Adrian Swinscoe

This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.

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Preparing Your Business for Seasonal Peak: A Guide

Advantage Communications

For many businesses, especially in industries like retail, e-commerce , and customer service , seasonal peaks are critical to their yearly success. Whether it's the holiday shopping rush, back-to-school, or special promotional periods like Black Fridays, handling the surge in demand effectively can make or break a company’s profitability. Planning ahead for the holiday rush is essential to avoid any delays and maintain customer satisfaction.

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Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai

Adrian Swinscoe

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

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.

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Employee Rights Bill: Impact on Workforce Planning in Contact Centres

CSM Magazine

The new Labour government in the UK has introduced an Employee Rights Bill aimed at strengthening worker protections and enhancing employee welfare across various industries. Jim Fleming of Sabio Group, investigates. The bill proposes significant reforms in areas such as job security, flexible working, pay transparency, and union rights. These changes will inevitably have a profound impact on workforce planning , particularly in contact centres, where labour management is a critical component of

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Are assumptions hindering your delivery of great customer service?

Adrian Swinscoe

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.

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Key Differences: Customer Experience Management vs. Customer Relationship Management

SurveySensum

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them. With an ever-growing lineup of tech tools—each with its own acronym—it’s easy to get lost in the sea of customer management solutions.