Adrian Swinscoe
JANUARY 29, 2025
This is the sixth year that Ive compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set [] The post 15 Customer Experience Predictions for 2025 first appeared on Adrian Swinscoe.
Zeisler Consulting
JANUARY 28, 2025
I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation Id had with a colleague. Briefly, I noticed that , absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not need costly humans to handle), the new technology would actually decrease CX in the long run because brands would be less driven to address the root causes of issues.
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CSM Magazine
JANUARY 30, 2025
Scaling customer experience is the holy grail for modern SaaS leaders in customer service and experience. You have successfully nailed down the product-market fit, and the customers start to pour in. But along with growth comes a challenge: How do you continue with the same levels of personalized and meaningful interactions without ballooning your operational costs?
Doing CX Right
JANUARY 28, 2025
Learn the right way to use AI-driven personalization, creating unique, customer-first experiences that drive loyalty and business growth. The post Whos Really Doing Personalization Right? (Hint: Its Not YouYet) appeared first on Doing CX Right.
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.
ShepHyken
JANUARY 28, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies leverage loyalty programs to generate additional revenue? Can loyalty programs drive repeat business without sacrificing the quality of customer experience? How can technology help create a seamless customer experience within a loyalty program?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 27, 2025
In a world where value is defined relative to the bottom line, its easy for call centers to come under scrutiny when it comes time for budget allocation. Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.
Experience Investigators by 360Connext
JANUARY 28, 2025
What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success.
C3Centricity
JANUARY 25, 2025
The promise of AI in marketing has never been greater! But ifyou’re like most CPG CMOs, your AI investment isn’t delivering the promised returns. IDC’s latest Worldwide Artificial Intelligence Spending Guide shows that the global AI software market is expected to reach $251.4B by 2027, far exceeding earlier projections. However, most organisations are seeing disappointing returns on their AI investments. ( Source ) This is confirmed by McKinsey’s 2023 State of AI report ,
Calabrio
JANUARY 27, 2025
Customer Interaction Analytics How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what needs to be done to resolve the issues.
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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 28, 2025
Evaluating large language models (LLMs) is crucial as LLM-based systems become increasingly powerful and relevant in our society. Rigorous testing allows us to understand an LLMs capabilities, limitations, and potential biases, and provide actionable feedback to identify and mitigate risk. Furthermore, evaluation processes are important not only for LLMs, but are becoming essential for assessing prompt template quality, input data quality, and ultimately, the entire application stack.
TechSee
JANUARY 27, 2025
Artificial Intelligence (AI) is more than just automation; it’s about making smart decisions. That’s where AI Reasoning comes into play. Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences.
ShepHyken
JANUARY 28, 2025
Some very popular business sayings are potentially detrimental to your organization. I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Ive written full articles about some of these topics in the past.
Calabrio
JANUARY 27, 2025
Customer Experience How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what needs to be done to resolve the issues.
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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.
AWS Machine Learning
JANUARY 27, 2025
Amazon has introduced two new creative content generation models on Amazon Bedrock : Amazon Nova Canvas for image generation and Amazon Nova Reel for video creation. These models transform text and image inputs into custom visuals, opening up creative opportunities for both professional and personal projects. Nova Canvas, a state-of-the-art image generation model, creates professional-grade images from text and image inputs, ideal for applications in advertising, marketing, and entertainment.
ChurnZero
JANUARY 31, 2025
In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. However, only 21% said they have purpose-built AI products in their CS tech stacks. Optimistically, we can infer a healthy picture of experimentation and pilot projects with AI point products. It makes sense to try point solutions, especially if your CS team is still figuring out other things like your renewal process and plays, or your adoption methodology.
The DiJulius Group
JANUARY 25, 2025
Everyone you hire contributes to your culture in some way. A big difference between finding future rock stars and posers is finding out what investment the candidate made to learn about your organization. Jesse Cole is the founder of Fans First Entertainment, the parent company of the Savannah Bananas, a world-famous baseball circus that travels. Read Full Article The post How the Savannah Bananas Find Customer Service Rockstars appeared first on The DiJulius Group.
ShepHyken
JANUARY 26, 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. Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, comp
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.
AWS Machine Learning
JANUARY 28, 2025
In production generative AI applications, responsiveness is just as important as the intelligence behind the model. Whether its customer service teams handling time-sensitive inquiries or developers needing instant code suggestions, every second of delay, known as latency, can have a significant impact. As businesses increasingly use large language models (LLMs) for these critical tasks and processes, they face a fundamental challenge: how to maintain the quick, responsive performance users expe
Optimove
JANUARY 28, 2025
Re-engage your churned customers with this guide Download Now Why it Matters: The Super Bowl will bring a wave of new and casual bettors. For sportsbook operators, it is a double-edged sword, first creating a unique opportunity to boost engagement and second providing bait for operators to waste marketing budget and effort on new players who are one-time players.
Thematic
JANUARY 29, 2025
Let’s face it—customers are sharing feedback everywhere: surveys, social media, reviews—you name it. It’s a lot to handle, right? But here’s the thing: understanding what your customers are saying is the secret to delivering better customer experiences and growing your business. Did you know 61% of customers expect personalized service ?
CSM Magazine
JANUARY 28, 2025
Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue. Here’s how to use AI customer insights to drive meaningful growth in your business.
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.
AWS Machine Learning
JANUARY 29, 2025
Generative AI can revolutionize organizations by enabling the creation of innovative applications that offer enhanced customer and employee experiences. Intelligent document processing , translation and summarization, flexible and insightful responses for customer support agents, personalized marketing content, and image and code generation are a few use cases using generative AI that organizations are rolling out in production.
Forrester's Customer Insights
JANUARY 28, 2025
DeepSeeks open-source model, DeepThink (R1) by a little-known company in China sent shock waves across the technology world. It’s amazing. Yes, it does excel at benchmarks comparable to other state-of-the-art models. Yes, it’s partially open-source. Yes, the DeepSeek app explains its reasoning by default. But there are far-reaching implications to this important AI development.
Thematic
JANUARY 28, 2025
Do you collect heaps of customer feedback but struggle to make sense of it? Maybe you’ve heard about tools like text analytics but aren’t sure how they work or where to start. You’re not alone! This beginner’s guide will walk you through how text analytics works , from gathering raw feedback to uncovering the trends that drive smarter decisions.
CSM Magazine
JANUARY 28, 2025
Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. Imagine buying something and knowing exactly how to get the most out of it. That’s what its all about empowering customers with the know-how to get the full benefit of their purchase, every time.
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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.
MiaRec
JANUARY 28, 2025
Voice of the Customer (VoC) has long been a cornerstone of customer experience (CX) strategies. Traditionally, organizations have relied on surveys to capture insights about customer perceptions, satisfaction, and expectations. These surveys are versatile, cost-effective, and provide structured feedback that can be used to gauge specific metrics.
NobelBiz
JANUARY 28, 2025
With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.
Thematic
JANUARY 27, 2025
If you've read our article on the benefits of text analytics , then you already have an idea of how businesses use this powerful tool to uncover patterns and insights from unstructured data. But what about sentiment analysis? How does it fit into the picture? While both techniques revolve around analyzing text, they serve unique purposes and often complement each other in surprising ways.
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