Calabrio
MARCH 7, 2025
Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition. In a tight labor market, both your business and its customers cannot afford to lose agents.
ChurnZero
MARCH 7, 2025
An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact.
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Brandwatch CX
MARCH 7, 2025
Discover the best LinkedIn scheduling tool to enhance your engagement and streamline your networking efforts. Read the article to find your ideal solution!
Centercode
MARCH 7, 2025
Building your own research panel enables continuous insights, helping teams with faster, data-driven product decisions.
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.
Brandwatch CX
MARCH 7, 2025
The top 13 automation tools to enhance your social media strategy, while saving you time and effort. Read on to win back time and elevate your X presence.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
PeopleMetrics
MARCH 7, 2025
At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.
Calabrio
MARCH 7, 2025
Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do. Yet, in a recent Salesforce survey , only 20% of service professionals said that their organizations excelled at forecasting demand.
CXS
MARCH 7, 2025
At last year’s CXS Summit, Anita Ghosh of Bridgr moderated a discussion with Regina Warga of NY Life Financial about enhancing customer experience in financial services. They highlighted challenges like resistance and the need for a comprehensive toolkit, emphasizing the … The post How CX is Rewriting the Rules for Business Success | Anita Ghosh & Regina Warga, CXS 2024 appeared first on CX Canada 2024.
AWS Machine Learning
MARCH 7, 2025
Today, Amazon Web Services (AWS) announced the general availability of Amazon Bedrock Knowledge Bases GraphRAG (GraphRAG), a capability in Amazon Bedrock Knowledge Bases that enhances Retrieval-Augmented Generation (RAG) with graph data in Amazon Neptune Analytics. This capability enhances responses from generative AI applications by automatically creating embeddings for semantic search and generating a graph of the entities and relationships extracted from ingested documents.
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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.
CXS
MARCH 7, 2025
At the 2024 Customer Experience Strategies Summit, Peter Armaly & Aaron Thompson presented this great discussion on B2B Transformation. They discussed their career transitions, particularly from political science to consulting, and the focus on customer success strategies. The conversation highlights … The post Align, Generate, Grow with B2B Transformation | Peter Armaly & Aaron Thompson: CXS 2024 appeared first on CX Canada 2024.
AWS Machine Learning
MARCH 7, 2025
This post is co-authored with Sundeep Sardana, Malolan Raman, Joseph Lam, Maitri Shah and Vaibhav Singh from Verisk. Verisk (Nasdaq: VRSK) is a leading strategic data analytics and technology partner to the global insurance industry, empowering clients to strengthen operating efficiency, improve underwriting and claims outcomes, combat fraud, and make informed decisions about global risks.
CXS
MARCH 7, 2025
At the 2024 Customer Experience Summit, Craig Stoss moderated a discussion on guest and customer experience with Lyndon File and Alex Cristiano. Lyndon shared Little Canada’s recognition as a top attraction and its visibility challenges. Alex emphasized the importance of … The post Enhancing Guest and Customer Experience – Insights and Strategies | Panel Discussion: CXS 2024 appeared first on CX Canada 2024.
BirdEye
MARCH 7, 2025
Google My Business (GMB) profile for law firms is essential to enhance their online visibility and attract more legal clients. Most law firms struggle to stand out in competitive local searches, but a strategically managed GMB profile can give them an edge. By selecting the right primary category, maintaining a compelling law firms description, and ensuring accurate business details, firms can improve their search rankings and credibility.
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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.
Inbenta
MARCH 7, 2025
Integrating AI Agents into customer service offers both opportunities and challenges. Businesses can balance innovation with risk management by setting clear boundaries for their AI systems, enhancing the customer experience without compromising quality or compliance. Here’s a simple truth: Giving AI systems too much freedom can be a double-edged sword.
BirdEye
MARCH 7, 2025
As a business owner, there’s nothing more frustrating than watching your potential customers choose your competitors simply because they popped up first in a Google search. But what if you could change that? By optimising your Google My Business (GMB) — now called Google Business Profile (GBP) — listing, you can boost your visibility, attract more locals, and stay ahead of the pack.
Inbenta
MARCH 7, 2025
Businesses are in a paradigm shift where data drives innovation. Merlin Bise, Inbenta CTA, emphasizes that quality data leads to breakthroughs, while poor data management risks AI model failures. Successful digital transformation requires robust data and seamless online-offline integration to meet customer expectations and harness AI’s power for business growth.
BirdEye
MARCH 7, 2025
Running a car dealership in Australia isnt just about selling carsits about getting noticed. With many auto dealerships competing for attention, standing out in local search can be challenging. But it’s not impossible. A well-optimised Google My Business for car dealerships can make a real difference in your local SEO efforts. To achieve this, focus on building accurate business listings, leveraging Google Posts, and actively engaging with customer questions.
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.
CSM Magazine
MARCH 7, 2025
Google Classroom has become an essential tool for educators, students, and even businesses aiming to streamline collaboration, improve productivity, and manage assignments seamlessly. Need to get your classroom online? Want to ace your classes? Or maybe you’re just looking for a better way to manage projects at work? This guide shows you everything you need to know about Google Classroom.
BirdEye
MARCH 7, 2025
Customer trust is one of the most valuable assets in a competitive market, but building and maintaining it has become increasingly difficult. However, there is a surefire way for businesses to establish credibility and attract customers online Google reviews. UK businesses can ensure potential customers’ trust and choose them over their competitors by showcasing and building a strong reputation via Google reviews.
CSM Magazine
MARCH 7, 2025
Creating a Gmail account is one of the first steps to accessing Googles suite of services, from Google Drive to Google Docs. Whether you need the account for personal use, work, or school, the process is quick and straightforward. Making a Gmail account is a snap. I’ll show you exactly how to do it, step by step. You’ll be surprised how quickly you can set one up and start sending and receiving emails.
BirdEye
MARCH 7, 2025
How can your restaurant stand out in an industry that is becoming more competitive than ever? With new dining options constantly emerging, attracting and retaining customers is a challenge. To succeed, you need to boost restaurants’ digital visibility, strengthen your online reputation, and make it easy for potential diners to find and choose you easily.
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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.
CSM Magazine
MARCH 7, 2025
Cryptocurrency trading can be a highly rewarding venture, but it is also time-consuming and emotionally taxing. The volatile nature of the crypto market makes it especially difficult for traders to consistently make profitable decisions without sophisticated tools. This is where automated crypto trading bots come into play. These bots use algorithms to execute trades on behalf of traders, allowing them to take advantage of market opportunities even when they’re not actively monitoring the
BirdEye
MARCH 7, 2025
Online visibility is critical to attracting new customers, especially for local businesses. One of the most effective ways to boost your business’s online visibility is by implementing Google Local Business Schema markup. The relevant structured data helps major search engines understand your business, its services, and its location, ultimately improving how your business appears in local search engine result pages.
CSM Magazine
MARCH 7, 2025
In this article, you will learn why Aviator became popular and why it has so many clones and game design followers. If youve spent any time in the world of online gambling, youve probably noticed the sheer number of Aviator-style games popping up everywhere. It feels like every online casino has its own version of this crash-style game, each with slight tweaks but the same basic formula: place your bet, watch the plane (or spaceship, rocket, or car) ascend, and cash out before it crashes.
SurveySensum
MARCH 7, 2025
Businesses in the healthcare industry must focus on two key aspects to enhance the overall patient experience: Managing thousands of patient feedback efficiently. Ensuring data security and privacy at all times. Thats where Text Analytics for Health comes in. Analyzing text from medical documents, prescriptions, surveys, and patient feedback, helps uncover patterns, track past interactions, and identify key issues – all while maintaining data privacy when using the right tool.
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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.
CSM Magazine
MARCH 7, 2025
Excellence in customer service design is more important than ever in todays competitive landscape, where customer experience can make or break a brand. The A’ Sales, Contact Center, and Customer Service Design Award has positioned itself as a global benchmark for recognizing and celebrating innovation in this field. For the 2024-2025 award period, theyve unveiled an exciting and comprehensive prize package, offering a unique blend of recognition, professional growth opportunities, and indu
Inbenta
MARCH 7, 2025
Alibaba plans to invest US$53 billion in AI infrastructure over the next three years, making it the largest private computing project of its kind. This investment, which exceeds Alibaba’s total AI spending in the past decade, is more than half of the US’s planned $100 billion Stargate project. The move underscores Alibaba’s focus on AI-driven growth and its position as a leading global cloud provider.
CSM Magazine
MARCH 7, 2025
Telkomsel and Tencent Cloud have signed a strategic partnership at the Mobile World Congress 2025 in Barcelona focusing on AI and cloud-based solutions. Telkomsel will utilize AI solutions like AI Generated Content, AI Translation, and eKYC solutions, including Palm Verification, to enhance customer experiences. Tencent Cloud will assist Telkomsel in cloud cost optimization, supporting public and hybrid cloud collaborations.
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