Thu.Feb 27, 2025

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Companies Helping Drive Digital Transformation Through Custom Design Thinking

CSM Magazine

Digital transformation is more than just upgrading technologies within companies; it is a profound shift in how organizations interact with the world, solve problems, and create value. In this process, Design Thinking has emerged as a key methodology , placing users at the center of every decision to generate innovative, user-centered solutions. Customized implementation is helping businesses tackle the challenges of the digital world, providing exceptional user experiences and accelerating tran

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Expert restaurant lead generation tips to turn diners into loyal customers

BirdEye

Lead generation in the restaurant industry is the key to unlocking more customers and growing your business. Whether you’re a new restaurant looking to establish a foothold or an established one seeking to expand, creating a solid lead generation strategy can help you attract potential customers, convert them into qualified leads, and drive more sales.

Tips 52
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Sephora – Positionless Marketing

Optimove

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

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Expert restaurant lead generation tips to turn diners into loyal customers

BirdEye

Lead generation in the restaurant industry is the key to unlocking more customers and growing your business. Whether you’re a new restaurant looking to establish a foothold or an established one seeking to expand, creating a solid lead generation strategy can help you attract potential customers, convert them into qualified leads, and drive more sales.

Tips 52
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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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Staples – Positionless Marketing

Optimove

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

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Entain – Positionless Marketing

Optimove

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

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Announcing Forrester’s B2B Programs Of The Year Awards Winners For North America

Forrester's Customer Insights

Learn the seven companies that won this years coveted B2B Programs Of The Year Awards for North America, and join us at B2B Summit in Phoenix to hear their stories live.

B2B 29
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bet365 – Positionless Marketing

Optimove

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

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Lessons From The Inaugural Conference Of The International Association for Safe and Ethical AI

Forrester's Customer Insights

Last weeks inaugural conference of the International Association for Safe and Ethical AI in Paris started with a dire warning from renowned computer scientist Stuart Russell: There are two potential futures for humanity: a world with safe and ethical AI, or a world with no AI at all. We are currently pursuing a third option.

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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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Product News – January 2025

Lumoa

Lumoa Product News for January 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Better translations and Topic logic is now available! You can now request to have our new Translation Engine and our new Topic Modeling AI.

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Announcing The Winners Of Forrester’s B2B Return On Integration Honors For North America

Forrester's Customer Insights

This years winners stand out for their level of customer focus, cross-functional integration, and business results. Learn about this years B2B Return On Integration Honorees for North America, and hear their stories at our upcoming B2B Summit.

B2B 26
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Product News – February 2025

Lumoa

Lumoa Product News for February 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Changing where + buttons live in the UI Starting on March 3rd, we are going to be changing where certain buttons are placed in the UI.

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2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies

Calabrio

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. For many leaders, it might often feel like a high-wire act. Between navigating changes in customer expectations, keeping up with rapid advances in technology, managing agent engagement and retention (and much more), sustaining a productive contact center in 2025 is a dynamic balancing act.

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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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AWS DeepRacer: Closing time at AWS re:Invent 2024 –How did that physical racing go?

AWS Machine Learning

Having spent the last years studying the art of AWS DeepRacer in the physical world, the author went to AWS re:Invent 2024. How did it go? In AWS DeepRacer: How to master physical racing? , I wrote in detail about some aspects relevant to racing AWS DeepRacer in the physical world. We looked at the differences between the virtual and the physical world and how we could adapt the simulator and the training approach to overcome the differences.

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Optimove Insight’s 2024–2025 Report Reveals a 220% Surge in Super Bowl Bettors Compared to Regular Season Games

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: NFL betting behavior shifts dramatically throughout the season. Optimove Insights reveals crucial engagement peaksSuper Bowl bettors increase by 220%, and pre-game wagers dominate at 86%. This means operators should align campaigns with high-engagement moments to maximize impact.

Report 64
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Evaluate healthcare generative AI applications using LLM-as-a-judge on AWS

AWS Machine Learning

In our previous blog posts, we explored various techniques such as fine-tuning large language models (LLMs), prompt engineering, and Retrieval Augmented Generation (RAG) using Amazon Bedrock to generate impressions from the findings section in radiology reports using generative AI. Part 1 focused on model fine-tuning. Part 2 introduced RAG, which combines LLMs with external knowledge bases to reduce hallucinations and improve accuracy in medical applications.

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Lesson #22 Revisited: Start Small with Transactional VoC—You’ll Thank Me Later

PeopleMetrics

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Congratulations! This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. The natural instinct? Go big. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.

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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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Celebrating Black Voices in Customer Success With Gainsight

Gainsight

At Gainsight, our purpose is to be living proof that you can win at business while being Human-First. Thats why Diversity, Equity, and Inclusion (DEI) remains a top priority going into 2025. For Black History Month, wed like to take the opportunity to shine a spotlight on some of our friends in the Customer Success (CS) space, who are making waves and establishing themselves as powerful leaders and change agents.

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Neuron7’s Resolution Pathways: Transforming Service Delivery with Agentic AI

CSM Magazine

Service teams frequently face challenges that stem from scattered knowledge, complex issues, and inefficiencies in resolution processes. One tool that could be the soution to these challanges is Resolution Pathways , a revolutionary Agentic AI solution developed by Neuron7. With its unique approach and cutting-edge technology, Neuron7 aims to help businesses to achieve faster resolutions, democratize expertise, and capture valuable insights at scale.

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193: From UPS Driver to CX Authority Part 2

The DiJulius Group

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss John’s evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today’s workforce. John shares insights from his journey in building The DiJulius.

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From Theory to Practice: Applying AISC 360 in Structural Engineering

CSM Magazine

The American Institute of Steel Construction (AISC) 360 specification is a cornerstone in structural engineering. It provides comprehensive guidelines for the design and construction of structural steel buildings. The global market for structural engineering software , including tools for applying AISC 360, is expected to grow 6.1% from 2024 to 2030, reaching USD 13.70 trillion by 2030.

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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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Announcing The Forrester Wave™: Managed Detection And Response Services, Q1 2025!

Forrester's Customer Insights

The third installment of the Forrester Managed Detection and Response (MDR) Services Wave is now live. Theres so much to love about the MDR market: fantastic providers, engaged clients, and meaningful outcomes. This year is no different. Forrester clients can access The Forrester Wave: Managed Detection And Response Services, Q1 2025 here.

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Lesson #21 Revisited: Start Slow, Build Smart – AI and the Human Touch in Relationship Surveys

PeopleMetrics

Starting a VoC program can feel overwhelming. This was true in 2017 when I wrote Listen or Die and is still true in 2025. Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. Thats why I always recommend beginning with a relationship surveyit gives you a clear baseline of customer sentiment, highlights which touchpoints need attention, and builds momentum for your CX efforts.

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It’s Time to Define Your Professional Existence and Articulate Your Story

Forrester's Customer Insights

The urgency of telling your story as a data or technology leader within the current corporate landscape cannot be overstated. As we navigate these turbulent times, the ability to articulate your professional identity clearly and compellingly has emerged as a critical lifeline. Let this be the moment you choose to define your existence within your organization and beyond.

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IBM’s Acquisition of DataStax: A Major Boost for Its AI Data Platform

Forrester's Customer Insights

IBM has announced its intent to acquire DataStax, a leading data platform provider. This strategic acquisition significantly boosts IBM’s AI data platform by integrating advanced vector capabilities critical for powering RAG applications. It positions IBM to help businesses leverage value from vast volumes of unstructured data, an area where IBM lacks a strong foothold.

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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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Detect, Defend, Deny: Zero Trust World 2025

Forrester's Customer Insights

Cybersecurity vendor ThreatLocker recently hosted its fifth annual Zero Trust World (ZTW) conference in Orlando, welcoming attendees from 28 countries to learn about Zero Trust principles and ThreatLocker offerings. Over two days, the event celebrated Zero Trust as a cybersecurity model and the ThreatLocker approach for achieving Zero Trust.

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How US Federal Leaders Can Find Mission Order Amidst Upheaval

Forrester's Customer Insights

As technology leaders in the US Federal Government, you are no strangers to the complexities and challenges of machinery-of-government (MoG) changes. These changes, akin to mergers and acquisitions (M&A) in the private sector, involve restructuring agencies, merging departments, and redistributing functions to align with evolving mission priorities.