Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Consequently, accurately measuring and strategically enhancing call center agent performance is paramount.
AWS Machine Learning
MARCH 25, 2025
Amazon Bedrock announces the preview launch of Session Management APIs, a new capability that enables developers to simplify state and context management for generative AI applications built with popular open source frameworks such as LangGraph and LlamaIndex. Session Management APIs provide an out-of-the-box solution that enables developers to securely manage state and conversation context across multi-step generative AI workflows, alleviating the need to build, maintain, or scale custom backen
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Calabrio
MARCH 25, 2025
Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue.
AWS Machine Learning
MARCH 25, 2025
Deploying models efficiently, reliably, and cost-effectively is a critical challenge for organizations of all sizes. As organizations increasingly deploy foundation models (FMs) and other machine learning (ML) models to production, they face challenges related to resource utilization, cost-efficiency, and maintaining high availability during updates.
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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.
Calabrio
MARCH 25, 2025
Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Calabrio
MARCH 25, 2025
Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up. How successful have these efforts been? What new challenges are businesses facingand how are they measuring success?
InMoment XI
MARCH 25, 2025
The path to real improvement starts with understanding. Effective communication is the foundation of strong teams, enabling them to collaborate, solve problems, and build better relationships with customers and stakeholders. Nowhere is this more critical than in call centers and customer experience teams, where every interaction shapes customer satisfaction, brand perception, and business outcomes.
PeopleMetrics
MARCH 25, 2025
In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!
Blueshift
MARCH 25, 2025
It’s tough to keep students consistently engaged, isn’t it? In a world overflowing with exciting learning opportunities, relying on generic emails and one-size-fits-all promotions might not be the best marketing approach.
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 25, 2025
Sabio Group today announced the expansion of its acclaimed ‘ Disrupt ‘ programme across Europe for 2025, taking its digital customer experience (CX) transformation event to three major European cities. The expansion of its flagship event comes at a critical time for the CX industry, with artificial intelligence rapidly evolving, cost of living pressures continuing, and volatile energy prices creating significant challenges for contact centres and frontline customer service staff.
Optimove
MARCH 25, 2025
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: For marketers in iGaming and sports betting, engaging and retaining players is a constant challenge. Conventional marketing tactics alone are insufficientplayers expect more interactive and rewarding experiences. AI-orchestrated gamification blends behavioral insights with real-time engagement to drive loyalty, increase lifetime value, and enhance personalization at scale.
Uplight
MARCH 25, 2025
We had a great time at this years annual AESP Annual Conference, which brought together over 280 organizations and nearly 70 utilities to discuss challenges, opportunities, and the future of clean energy and demand-side management. Uplight participated in several discussions and shared learnings from our utility partnerships. Recognition for Innovation in Demand Flexibility with SMUD Read More The post Uplight at AESP Annual: Award Acceptance, Rich Discussion, and Valuable Collaboration appeared
Upstream Works
MARCH 25, 2025
Learn how AI in contact centers can enhance customer service, streamline operations, and improve agent efficiency. The post 3 Transformative Benefits of Artificial Intelligence in Contact Centers appeared first on upstreamworks.com.
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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.
Keatext
MARCH 25, 2025
At Keatext, we're always listening to your needs, and we've heard that noise in your Zendesk data can be a challenge. Here's how Keatext addresses this pain point.
Forrester's Customer Insights
MARCH 25, 2025
B2B marketers overwhelmingly agree that their buyers and customers expect experiences relevant to their needs and preferences. Yet they struggle to define and deploy an audience-centric approach to B2B personalization that extends throughout the customer lifecycle.
dscout People Nerds
MARCH 25, 2025
Products with unlimited and unpredictable use cases make it hard to measure success against standard metrics. This guide will help.
Brandwatch CX
MARCH 25, 2025
Learn essential tips for crafting engaging blog content that captivates readers. Improve your writing skills and connect with your audience read more.
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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.
Forrester's Customer Insights
MARCH 25, 2025
We often talk about AI through the lens of individual productivity – automating tasks, accelerating workflows, and reducing costs. But theres something far more powerful and far less discussed emerging in front of us: the impact of GenAI on teams. Not just replacing tasks, but reshaping how people work together.
ECXO
MARCH 25, 2025
Beyond CX and EX: The Birth of HX Why Customer Experience and Employee Experience Arent Enough for True Transformation Were back with the HX series! My last article ( The HX Imperative: Why Human Experience is the Future of Business ) uncovered a hard truthmost business transformations fail because they focus on processes and tools while ignoring the humans at the heart of it all.
Experience Investigators by 360Connext
MARCH 25, 2025
We simply need more loyal customers. The CEO was earnest in this request, and their goal made sense. Loyal customers return, spend more, and provide valuable insights that help shape business strategies. But Id argue the word simply is not entirely accurate. Loyalty in any relationship is earned over time by building on trust, reliability, and consistency.
Zeisler Consulting
MARCH 25, 2025
Its astonishing that its 2025 and I have to bring this up, but: Why are certain brands even online, anyway? Its not new technology…sure, everybody has a website and if you dont , it kind of looks fishy. Can you think of any major brand thats not online? (Pause here for a flood of responses and unexpected examples, okay, okay.) I remember when the Internet was new (like, say the late ’90s or so?
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Experience Investigators by 360Connext
MARCH 25, 2025
The magic of attending a truly exceptional event stays with us long after we’ve returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences. Drawing from her extensive experience as both keynote speaker and attendee, Jeannie walks through practical recommendations that can elevate any event, regardless of size or bud
AWS Machine Learning
MARCH 25, 2025
Since Amazon Q Business became generally available in 2024, customers have used this fully managed, generative AI-powered assistant to enhance their productivity and efficiency. The assistant enables users to answer questions, generate summaries, create content, and complete tasks using enterprise data. Todays workforce faces significant application overload.
Blake Morgan
MARCH 25, 2025
Walmart is the worlds largest private employer, with 2.1 million associates and thousands of stores generating over $600 billion in annual revenue. But behind that scale is a lesser-known storyone of frontline innovation, employee empowerment, and a bold shift in how work gets done.
AWS Machine Learning
MARCH 25, 2025
Amazon Bedrock Knowledge Bases is a fully managed capability that helps implement entire Retrieval Augmented Generation (RAG) workflows from ingestion to retrieval and prompt augmentation without having to build custom integrations to data sources and manage data flows. There is no single way to optimize knowledge base performance: each use case is impacted differently by configuration parameters.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Optimove
MARCH 25, 2025
See the difference control groups make in this guide Download Now Why it Matters: Understanding bettor behavior by entry round gives marketers a powerful lens into retention patterns, drop-off points, and high-intent engagement windows during March Madness. Rather than treating all bettors the same, this analysis allows sportsbook marketers to segment audiences based on when they first wageredand tailor campaigns, offers, and messaging to extend activity throughout the tournament.
BirdEye
MARCH 25, 2025
Picture this: You visit your favorite local coffee shop and order your usual. As you pay, a friendly barista asks, On a scale of 0 to 10, how likely are you to recommend us to a friend? That simple question is the heart of the Net Promoter Score (NPS) a customer loyalty metric that helps businesses know how customers feel about their brand. However, in 2025, NPS will be more than a metric.
CSM Magazine
MARCH 25, 2025
Customer service is one of the areas where innovation is being impacted by the changes in technology. As the Ethereum price continues to fluctuate, its underlying technology is proving to be a transformative force in customer service management. Ethereum currencies are leading in this innovation. With the rise of dApps and smart contracts, Ethereum is automating customer service processes.
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