ECXO
JANUARY 21, 2025
The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. I hope your holiday season was as refreshing and fun as mine and that youre kicking off 2025 feeling energized and ready to tackle whatever comes your way!
Experience Investigators by 360Connext
JANUARY 21, 2025
It’s time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive marke
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AWS Machine Learning
JANUARY 21, 2025
Businesses today deal with a reality that is increasingly complex and volatile. Companies across retail, manufacturing, healthcare, and other sectors face pressing challenges in accurate planning and forecasting. Predicting future inventory needs, setting achievable strategic goals, and budgeting effectively involve grappling with ever-changing consumer demand and global market forces.
ShepHyken
JANUARY 21, 2025
Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. As humans, we love convenience, and were willing to pay for it. In our annual CX research (sponsored by RingCentral ), we found that 70% of customers felt convenience was so important that they would pay more if conveni
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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.
AWS Machine Learning
JANUARY 21, 2025
Chat-based assistants have become an invaluable tool for providing automated customer service and support. This post builds on a previous post, Integrate QnABot on AWS with ServiceNow , and explores how to build an intelligent assistant using Amazon Lex , Amazon Bedrock Knowledge Bases , and a custom ServiceNow integration to create an automated incident management support experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Thematic
JANUARY 21, 2025
Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? They use text analytics ! So, what is text analytics? It’s a powerful tool that helps you understand what your customers are really saying by transforming unstructured text into meaningful insights. Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data.
Interactions
JANUARY 21, 2025
Utility outages due to extreme weather are accelerating customer service challenges for utility providers. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports. Eight in 10 major U.S. power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central.
CSM Magazine
JANUARY 21, 2025
Your brand’s promise is more than just words on a page – it’s a special bond with your customers. And the only way to keep that bond strong is by delivering a consistently exceptional experience that’s true to who you are. Slip up on customer service, and you’ll pay the price: damaged trust, fading loyalty, and customers who take their business elsewhere.
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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.
Gainsight
JANUARY 21, 2025
Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after year that they recognize the business value of CS by investing more resources and expanding CS team responsibilities. We surveyed companies across industries for the CS Index 2024 , and we noticed a few trends for EMEA that we think will dictate strategies in 2025 in the region.
CSM Magazine
JANUARY 21, 2025
While product quality and price remain important, exceptional customer service has emerged as a critical factor in fostering long-term customer loyalty. Here we look at some of key elements that affect customer loyalty, The Role of Customer Service Agents Customer service agents are on the frontline in the quest for customer loyalty. They are often the first point of contact for customers seeking help or information, and their ability to resolve issues efficiently and courteously can make a sign
NobelBiz
JANUARY 21, 2025
Running a successful call center requires balancing efficiency with meaningful customer engagement. Auto-dialers make this balance possible by automating one of the most repetitive and time-consuming tasks: dialing numbers. These systems call contacts from a preloaded list, connect answered calls to agents, and handle unanswered calls with pre-recorded messages or follow-ups.
CSM Magazine
JANUARY 21, 2025
While shared hosting has long been a popular choice for its affordability, the time has come to reconsider its viability for modern websites. Lets explore why moving away from shared hosting could be the best decision for your online presence. Limited Resources Impact Performance Shared hosting operates on a model where multiple websites share the same server resources, including CPU, RAM, and bandwidth.
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.
BirdEye
JANUARY 21, 2025
With an average of 2.7 million people visiting Yelp each day, it stands as one of the most trusted platforms for online reviews , helping millions of businesses connect with their potential customers. Now, with Birdeye partnering with Yelp, you can manage your multi-location businesss Yelp presence in a simpler and more efficient way. This partnership allows you to seamlessly build, manage, and enhance your Yelp profilesright from the Birdeye platform.
CSM Magazine
JANUARY 21, 2025
Third-party logistics (3PL) refers to outsourcing logistics operations, such as warehousing, inventory management, order fulfillment, and shipping, to an external service provider. By leveraging the expertise and resources of 3PL companies, businesses can streamline their supply chains, reduce costs, and enhance customer satisfaction. This comprehensive guide explores the concept of 3PL logistics, its benefits, and how to choose the right 3PL partner or the fulfillment service.
Blake Morgan
JANUARY 21, 2025
Measuring customer trust is one of the biggest challenges businesses face today. Trust is critical to building strong customer relationships, but many companies struggle to define it, let alone measure it in a way that drives meaningful change. In this episode of The Modern Customer Podcast , I sit down with Megan Burns , a Fortune 500 advisor and keynote speaker with over 20 years of experience helping com
CSM Magazine
JANUARY 21, 2025
Netigate is taking feedback management to the next level with the release of Ask AI. The new feature helps organisations, from banking to retail, telecoms, and more, extract actionable insights from their customer and employee experience data effortlessly and affordably. Netigate , a leading provider of experience management solutions, has announced the launch of Ask AI, a generative AI feature designed to help companies andorganisationsget clear answers from the voices of their customers and em
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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.
Circular Edge
JANUARY 21, 2025
Introduction: Why EPM Matters for Law Firms Law firms operate in a unique financial and operational ecosystem. With no tangible products to sell, revenue generation is tightly tied to people, their expertise, and their output. Adding to the complexity is the need to allocate resources effectively, balance profitability across practices, and navigate the increasing demand for agility and technological innovation.
CSM Magazine
JANUARY 21, 2025
In 2022, a company appeared on the market that was able to stand out thanks to its wide range of entertainment and thoughtful approach to work. LuckyElf Casino is run by Hollycorn N.V. and operates under a license from Curaao, which guarantees high standards. The extensive collection of over 5,000 entertainment titles from 60 providers has been an important factor in its success.
Blueshift
JANUARY 21, 2025
In the ever-evolving world of marketing technology, achieving recognition from customers and industry analysts is no small feat. Blueshifts Intelligent Customer Engagement (ICE) platform has done just that. As 2025 kicks off, Blueshift celebrates three G2 awards alongside high ratings on Gartner Peer Insights, underscoring our commitment to empowering brand marketers with patented AI-driven solutions for personalized, real-time customer engagement.
CSM Magazine
JANUARY 21, 2025
The history of king billy casino’s emergence attracts attention with its unique concept and rapid development. Founded in 2017, it is the result of a team inspired by the idea of creating a space that combines quality, safety and an interesting story. The legend of King Billy Casino is the central element that sets the project apart from its competitors, adding to its vibrant personality.
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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.
SmartMessage Blog
JANUARY 21, 2025
As we step into 2025, the marketing landscape is undergoing transformative changes, presenting businesses with both unprecedented opportunities and significant challenges. To remain competitive, organizations must adapt swiftly to evolving trends and technologies that are redefining how brands connect with their audiences. This guide aims to provide a comprehensive analysis of the most impactful marketing trends of 2025.
Brandwatch CX
JANUARY 21, 2025
Boost your YouTube channel's performance with our essential audit guide. Identify areas for improvement and take actionable steps today! Read more.
Optimove
JANUARY 21, 2025
s emerging iGaming and sports betting operators have often struggled to scale and compete effectively, Optimove announced today the launch of Optimove Ignite+, a comprehensive program tailored to accelerate growth for emerging operators. The post Optimove Announces Optimove Ignite+: A New Comprehensive Program Tailored to Accelerate Growth for Emerging iGaming and Sports Betting Operators appeared first on Optimove.
Forrester's Customer Insights
JANUARY 21, 2025
Let me tell you about my first time using an AI coding assistant. Picture this: I enter a prompt and sit at my desk watching in slack-jawed amazement as my digital partner spins up hundreds of lines of perfectly-formatted code faster than I can brew my morning coffee. “Add authentication!” POOF! “Create a data visualization!
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.
Blueshift
JANUARY 21, 2025
In the ever-evolving world of marketing technology, achieving recognition from customers and industry analysts is no small feat. Blueshifts Intelligent Customer Engagement (ICE) platform has done just that. As 2025 kicks off, Blueshift celebrates three G2 awards alongside high ratings on Gartner Peer Insights, underscoring our commitment to empowering brand marketers with patented AI-driven solutions for personalized, real-time customer engagement.
Brandwatch CX
JANUARY 21, 2025
Discover the benefits of Instagram Creator Accounts and learn how to set one up effectively. Read our comprehensive guide to optimize your presence!
Blueshift
JANUARY 21, 2025
In the ever-evolving world of marketing technology, achieving recognition from customers and industry analysts is no small feat. Blueshifts Intelligent Customer Engagement (ICE) platform has done just that. As 2025 kicks off, Blueshift celebrates three G2 awards alongside high ratings on Gartner Peer Insights, underscoring our commitment to empowering brand marketers with patented AI-driven solutions for personalized, real-time customer engagement.
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