Retently
MARCH 17, 2025
Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.
ShepHyken
MARCH 17, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses enhance their customer service experience using AI technology? How do unifying communication channels improve the efficiency of customer support? What makes conversational AI a valuable tool for improving customer interactions? How can AI be used to augment a company’s existing customer service team rather than replace it?
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MiaRec
MARCH 17, 2025
When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing ones. That's when I learned a valuable lesson: Minimizing customer churn is one of the most impactful ways a contact center can contribute to their organization's bottom line.
CSM Magazine
MARCH 17, 2025
Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. But heres the challenge businesses often facehow can you improve these scores without significantly increasing operational costs? The good news is that with strategic investments and process optimizations, you can find the sweet spot where reduced costs and heightened customer satisfaction intersect.
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.
Kayako
MARCH 17, 2025
Why Angry Customers Calm Down Faster When Talking to AI Responses (And How to Do It Right) If you’ve ever worked in customer support with out using ai responses, you’ve undoubtedly faced the dreaded “angry customer.” Common sense might suggest that upset customers prefer human interaction, but emerging trends reveal a surprising twist: angry customers often calm down faster when interacting with AI-driven responses.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Optimove
MARCH 17, 2025
Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers have a lot to learn from iGaming marketers, who excel at real-time, data-driven engagement. If adopted correctly, iGaming’s mastery of real-time marketing could revolutionize retail customer journeys and experiences. This post explores five powerful iGaming marketing lessons retailers can use to elevate customer engagement and drive overall growth.
Brandwatch CX
MARCH 17, 2025
Learn how to effectively sell on Pinterest with proven strategies for brands. Discover tips to boost your reach and drive sales. Read the guide now.
Help Scout
MARCH 17, 2025
Even when the newest LLM shines in the benchmarks, it doesn't mean it will be the right choice for every use case or that users will be happy with its output. Learn how Help Scout approaches rating our AI to create better customer experiences.
Forrester's Customer Insights
MARCH 17, 2025
Customer experience quality in banking is falling on average, but there are banking brands globally that buck this trend, outshining competitors and continuing to improve their CX performance.
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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.
Calabrio
MARCH 17, 2025
Workforce Management Why overstaffing and understaffing hurt your bottom line (and how WFM can fix it) Share Are you struggling to find the perfect balance between operational efficiency and exceptional service? Youre not alone. Many contact centers struggle with overstaffing or understaffing – two costly workforce pitfalls that can severely impact revenue, customer satisfaction, and employee engagement.
Forrester's Customer Insights
MARCH 17, 2025
Discover how microgrids are revolutionizing data centers to meet AI's growing demands and sustainability goals.
AWS Machine Learning
MARCH 17, 2025
Large language models (LLMs) have revolutionized the field of natural language processing, enabling machines to understand and generate human-like text with remarkable accuracy. However, despite their impressive language capabilities, LLMs are inherently limited by the data they were trained on. Their knowledge is static and confined to the information they were trained on, which becomes problematic when dealing with dynamic and constantly evolving domains like healthcare.
BirdEye
MARCH 17, 2025
Lets be honestasking customers for reviews can feel like pulling teeth. They love your business, rave about your service, and promise to totally write one,… but then? Silence. Meanwhile, that one negative review from months ago still sits at the top of your Google reviews , or a bad Yelp rating haunts your online reputation. This brings us to the big question: How to ask customers for reviews?
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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.
ShepHyken
MARCH 17, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. The Customer Experience Gen Z Expects From Every Brand by Keith Farley (CMSWire) While Gen Z does not yet have the buying power they are poised to gain, their expectations and preferences are already having an impact on brands.
Education Services Group
MARCH 17, 2025
Welcome to the Back to the Basics blog series, where we take a fresh look at Customer Success from the perspective of a newcomer. Whether you’re just starting out or looking to revisit the fundamentals, this series will guide you through the key concepts and serve as a reminder of why Customer Success is vital for long-term growth and satisfaction.
CSM Magazine
MARCH 17, 2025
You would be surprised that many companies rely on freelancers to deliver outstanding customer support. Depending on the project, you can answer questions, provide support, walk users through main procedures, or simply interact with them. Lets see how you can take advantage of these opportunities without turning them into a full-time job. Different shapes of customer support specialists For this analysis, inspecting some available job listings that offer customer support positions is crucial.
BirdEye
MARCH 17, 2025
Google dentist reviews can make or break your practice. Hard to believe? Lets picture this: A potential patient is searching for a great dentist and types “best dentist near me” into Google. What do they see first? A list of dental offices with star ratings and patient reviews. Your Google dentist reviews are often the deciding factor in whether they choose your practice over another.
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 17, 2025
AI-powered voice solutions are redefining customer service, making businesses available 24/7 and setting new standards for engagement. Hakob Astabatsyan, CEO of Synthflow AI takes a close look. No longer just answering calls, AI agents now handle everything from resolving inquiries to completing transactions with human-like efficiency. But as these virtual assistants grow more sophisticated, the key question for customer service managers is: can they truly revolutionise customer support and enha
SurveySensum
MARCH 17, 2025
Implementing CX strategies is made easier by utilizing the right CX tool , as it can automate repetitive tasks and streamline various processes. So, which CX tool are you using? If your answer is QuestionPro, then this blog is for you. What Is QuestionPro? Understanding Its Value for CX Professionals QuestionPro is a cloud-based survey and research software platform that enables the creation, distribution, and real-time analysis of customer feedback.
CSM Magazine
MARCH 17, 2025
Lets be honestwhen youre spinning slots or playing blackjack at an online casino, the last thing you want is a glitch, a payment hiccup, or confusion about bonus terms. Thats where customer service swoops in like a superhero (or crashes like a laggy app). In an industry built on trust and instant gratification, how casino platforms handle support can mean the difference between a loyal player and a one-time visitor.
Forrester's Customer Insights
MARCH 17, 2025
Our latest report, “Top AI Use Cases for Accounts Payable Automation in 2025,” delves into the transformative power of AI in Accounts Payable (AP), highlighting the most impactful use cases. Heres a sneak peek into the future of AP automation.
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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 17, 2025
Collaboration emerged as the key to unlocking the power of emerging technology and tackling tough challenges for healthcare at HIMSS25. CEO Hal Wolf called on all healthcare organizations (HCOs) to prepare for change, acknowledging the anxiety and uncertainty many feel amid rapid policy shifts.
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