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Shocking CX Statistics / Fast is No Longer a Luxury in Customer Experience / Do the top CX Brands Outperform their competition? Our New CXO Academy Graduates Do Top CX Brands Outperform Competitors and the Stock Market? Over the past two decades, my research has uncovered how the top customer experience companies outperform competitors and. Read Full Article The post Shocking CX Stats / Do Top CX Brands Outperform Competition appeared first on The DiJulius Group.
I recently had the wonderful opportunity to interview Brian Hamilton on Amazing Business Radio. Brian is the chairman of LiveSwitch and an entrepreneur who has started, built up, and sold numerous businesses. At the end of every show, I ask, What last nugget of wisdom can you share with our listeners? He shared an amazing answer: The enemy of customer service is pride.
Whether youre building a startup in its earliest days or growing a well-established enterprise, it takes a delicate balance to scale sustainably: A unique product or service that solves a real challenge for a defined audience Marketing and customer acquisition strategies that attract and convert new customers The right talent in the right roles to guide strategy and streamline operations Yet, even with these in place, a business may still struggle to grow.
Are you losing customers without knowing why? In this episode, Stacy Sherman and Tzachi Ben-Sasson explore how Voice of Customer programs help businesses retain customers, boost loyalty, and drive long-term revenue growth. The post Why Customers Leave: How Voice of Customer Drives Retention appeared first on Doing CX Right.
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.
📌🚀Grab my Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Stop Pushing Products, Start Planting Solutions: Trust and Loyalty Through Value Selling Once upon a time, in a thriving city in the midst of Italys Emilia-Romagna region, sat a warm little bakery by the name of Dolce Vita. With its mouthwatering pastries and aromatic espressos, Dolce Vita had long been a staple in its community. However, with new coffee shops and patisseries beginning to sprout in and around, its owner, Signora Maria, noticed a loss in its long-term loyal following of patrons.
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Stop Pushing Products, Start Planting Solutions: Trust and Loyalty Through Value Selling Once upon a time, in a thriving city in the midst of Italys Emilia-Romagna region, sat a warm little bakery by the name of Dolce Vita. With its mouthwatering pastries and aromatic espressos, Dolce Vita had long been a staple in its community. However, with new coffee shops and patisseries beginning to sprout in and around, its owner, Signora Maria, noticed a loss in its long-term loyal following of patrons.
Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. The key to unlocking this value lies in analytics – understanding how chatbots perform, where they struggle, and how they can improve.
Large language models (LLMs) excel at generating human-like text but face a critical challenge: hallucinationproducing responses that sound convincing but are factually incorrect. While these models are trained on vast amounts of generic data, they often lack the organization-specific context and up-to-date information needed for accurate responses in business settings.
I could start this article with a history of how technology has impacted sports betting. I could drone on about the incremental benefits that iGaming operators get whenever a new tool, platform, or algorithm enters the mix. Faster odds updates, smoother interfaces, sharper risk management. All useful, sure. I wouldnt fault you for putting the dawn of AI in that same bucket.
Delivering WiFi connectivity guarantees is very challenging. WiFi is not a physical product that can be easily seen or understood. As a result, uncovering and explaining the reasons for WiFi gaps is a costly, frustrating challenge. Connectivity Guru changes the game, bringing visual clarity to WiFi connectivity. Leveraging the latest advances in AI, Connectivity Guru provides visual insights into WiFi issues, making connectivity troubleshooting and service straightforward, customer-friendly, and
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.
Theres been plenty of talk about the death of surveys, but lets be clearsurveys are far from dead! I am sure many of you can appreciate this given the number of surveys you probably receive on a weekly or even daily basis. Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. The real debate isnt about whether to ask for customer input; its about how to do it in a way thats engaging, efficient, and truly insightful.
This post is co-written with Sajin Jacob, Jerry Chen, Siddarth Mohanram, Luis Barbier, Kristen Chenowith, and Michelle Stahl from Verisk. Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across more than 20 countries, Verisk helps build resilience for individuals, communities, and businesses.
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. Speaking Your Customers Love Language: 5 Ways to Woo Them This Valentines Day by Sam Richardson (CX Network) Twilios Sam Richardson outlines five ways organizations can speak their customers language and show some love on every day of the year.
Business review sites in Australia have become central to how businesses establish credibility and drive growth. As customers increasingly turn to online reviews to evaluate products and services, businesses that optimise their presence on key platforms can gain a significant competitive advantage. Beyond visibility, these sites offer opportunities to improve customer engagement, sharpen operational insights, and strengthen online reputation in Australia.
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.
When I wrote about omnichannel feedback collection in " Listen or Die ," I emphasized the importance of gathering customer feedback across all touchpoints consistently. Today, this principle remains crucial, but artificial intelligence has dramatically expanded both our capabilities and our customers' expectations. The Core Still Holds True The five main channels I identified websites, mobile apps, contact centers, in-location experiences, and field services are still the primary ways customer
To better protect themselves, many cyclists are starting to ride with cameras mounted to the front or back of their bicycle. In this blog post, I will demonstrate a machine learning solution that cyclists can use to better identify close calls. The architecture of the solution uses Amazon Rekognition to detect vehicles in recorded bike ride videos. It then analyzes the video to determine if any vehicles are passing too close to the cyclist, within the 3-foot safe distance required by law.
Love them or hate them, transitions are inevitable in business as in life. When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. However, the real challenge often starts when you realize another provider is a better match.
Podcast Summary: In this episode, Denise and John discuss John’s journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John’s experiences led him to become a sought-after speaker and consultant.
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.
Your feedback data sources keep growing, but your insights team doesn’t. So, what’s the solution? In this guide, we compare Thematic and Qualtrics. Use the information in this guide to choose which is the best text analytics solution for your business. Thematic vs. XM Discover: The Unique Features of Modern Feedback Analysis Tools The choice between Thematic and XM Discover depends on specific business needs.
Providing effective multilingual customer support in global businesses presents significant operational challenges. Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions. In this post, we discuss how AWS and DXC used Amazon Connect and other AWS AI services to deliver near real-time V2V translation capabilities.
Escape rooms test problem-solving skills, teamwork, and the ability to think under pressure. Whether you’re a first-timer or a seasoned player, having the right strategies makes all the difference. Instead of guessing your way through, a well-planned approach can save time and keep the game moving. An escape game is designed to be immersive, offering a mix of logic puzzles, hidden clues, and physical challenges.
Whether youre building a startup in its earliest days or growing a well-established enterprise, it takes a delicate balance to scale sustainably: A unique product or service that solves a real challenge for a defined audience Marketing and customer acquisition strategies that attract and convert new customers The right talent in the right roles to guide strategy and streamline operations Yet, even with these in place, a business may still struggle to grow.
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.
Every day, over 3.5 quintillion bytes of data are created—much of it unstructured text. Without text analytics, this massive flow of information would be impossible to process. From customer sentiment analysis to fraud detection, text analytics turns raw words into insights. But it didn’t start with AI. In the 1800s, scholars manually counted words to study emotions.
Foundational models (FMs) and generative AI are transforming how financial service institutions (FSIs) operate their core business functions. AWS FSI customers, including NASDAQ, State Bank of India, and Bridgewater, have used FMs to reimagine their business operations and deliver improved outcomes. FMs are probabilistic in nature and produce a range of outcomes.
Emerging as effective tools for helping people negotiate stress, anxiety, and depression, as well as for supporting their emotional well-being, are mental health apps. Still, developing successful mental health solutions calls for tackling important issues such as data security, user involvement, and regulatory compliance not simply code and design.
This is a guest post from Gans Subramanian, Managing Partner, B-TRNSFRMD Artificial intelligence (AI) has helped the omnichannel customer experience and service industry achieve a revolutionary [] The post The AI revolution in customer service: What to expect in 2025 first appeared on Adrian Swinscoe.
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.
Google reviews are more than just testimonials for real estate agentsthey are a powerful tool for building trust and attracting new clients. According to Birdeye’s State of Online Reviews 2024 report, 79% of all online reviews in 2023 were posted on Google, cementing its status as the top review platform. For real estate professionals, this makes Google reviews essential to stand out in a competitive market and drive more leads.
Fine-tuning a pre-trained large language model (LLM) allows users to customize the model to perform better on domain-specific tasks or align more closely with human preferences. It is a continuous process to keep the fine-tuned model accurate and effective in changing environments, to adapt to the data distribution shift ( concept drift ) and prevent performance degradation over time.
The restaurant industry is undergoing one of the most significant technological transformations in its history. With the introduction of artificial intelligence, the way restaurants interact with their guests is evolving rapidly. From automated order processing and personalized recommendations to optimized feedback systems, AI is not only streamlining operations but also enhancing the customer experience in profound ways.
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