ECXO
MARCH 24, 2024
1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities. It’s becoming quite exhausting to keep discussing the same topic but here I am also putting it on the table!
InMoment XI
MARCH 25, 2024
Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored.
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Doing CX Right
MARCH 23, 2024
Read Stacy Sherman's article to uncover 3 signs your customer experience role enriches lives, exceeds expectations & drives performance. The post Customer Experience Role Making An Impact? These 3 Signs Say Yes appeared first on Doing CX Right.
CX Centric
MARCH 25, 2024
In pursuing organizational change for the way your organization provides services to its customers, customer vision and strategy is the first and most important step your organization should go through. A customer vision is basically an aspirational statement which clearly articulates how the organization intends to offer services to its customers. It is with this statement that employees should use it as a guide with anything customer related from decisions to problems that affect customers.
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.
Brad Cleveland Blog
MARCH 28, 2024
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time talking with him. In this episode, I reflect on the digital revolution of the 2000s … Continue reading → The post CX in the Wild: Shaping Exceptional Journeys appeared first on Brad Cleveland.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 26, 2024
For developers embedded in the technical details of software creation, it’s easy to overlook the end user’s perspective. But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.
NobelBiz
MARCH 26, 2024
While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points.
Upstream Works
MARCH 28, 2024
Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.
IntouchInsight
MARCH 26, 2024
We're excited to announce a significant enhancement to our reporting capabilities based on valuable customer feedback. Over the past few months, our team has been hard at work delivering a highly-requested feature: the ability for organizations to create and utilize custom reporting periods.
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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.
Comm100
MARCH 25, 2024
When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put out of their misery. Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and developme
InMoment XI
MARCH 27, 2024
A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. — brands must recognize that the ability to manage their digital channels and digital reputation is
ECXO
MARCH 24, 2024
The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each up to 20 minutes, to clarify how to achieve CX ROI and growth effectively. The first part will delve into: Mastering the Maze of CX Metrics & Money with Lynn Hunsaker, the CCO of ClearAction Continuum , facilitated by Ricardo Saltz Gulko.
Experience Investigators by 360Connext
MARCH 26, 2024
Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education.
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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.
IntouchInsight
MARCH 28, 2024
When getting a quick cup of coffee or a breakfast sandwich on the go, the drive-thru has become an essential feature for many Americans. In fact, according to a recent survey, almost half of US consumers consider drive-thru facilities to be crucial when selecting where to grab their morning brew.
AWS Machine Learning
MARCH 28, 2024
Today, customers of all industries—whether it’s financial services, healthcare and life sciences, travel and hospitality, media and entertainment, telecommunications, software as a service (SaaS), and even proprietary model providers—are using large language models (LLMs) to build applications like question and answering (QnA) chatbots, search engines, and knowledge bases.
CSM Magazine
MARCH 26, 2024
Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime.
Blueshift
MARCH 29, 2024
In an era defined by digital disruption and evolving consumer expectations, credit unions are presented with a remarkable opportunity to redefine member engagement and excel in a rapidly changing, digital world. Unlike most traditional banking institutions, credit unions boast a unique value proposition—a commitment to community-centric banking, personalized service, and member-driven initiatives.
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.
Brandwatch CX
MARCH 26, 2024
LinkedIn Page Messaging allows direct contact with your audience. Discover the benefits and best practices for leveraging this feature.
AWS Machine Learning
MARCH 28, 2024
Large language models (LLMs) are generally trained on large publicly available datasets that are domain agnostic. For example, Meta’s Llama models are trained on datasets such as CommonCrawl , C4 , Wikipedia, and ArXiv. These datasets encompass a broad range of topics and domains. Although the resulting models yield amazingly good results for general tasks, such as text generation and entity recognition, there is evidence that models trained with domain-specific datasets can further improve LLM
SaleMove
MARCH 29, 2024
In the spirit of Community Banking Month, Horicon Bank shares some of the ways it supports its community. The post Community Banking Month: Spotlight on Horicon Bank appeared first on Glia Blog | Digital Customer Service Explained.
BirdEye
MARCH 29, 2024
Establishing a strong presence on Instagram has never been more important. According to a recent Birdeye survey , 60% of businesses consider Instagram to be a mission-critical social media platform for their growth. So, if you want to compete with your peers, it is vital to explore all formats and that includes Instagram stories. The short, engaging snippet you share on your Instagram stories can help you connect with your audience like never before.
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.
Feedbackly
MARCH 28, 2024
In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. The research began in February 2024 and will continue until the end of April. The study aims to determine how business is affected when a store environment plays a playlist tailored to the brand compared to a randomly selected playlist.
AWS Machine Learning
MARCH 27, 2024
Amazon Titan lmage Generator G1 is a cutting-edge text-to-image model, available via Amazon Bedrock , that is able to understand prompts describing multiple objects in various contexts and captures these relevant details in the images it generates. It is available in US East (N. Virginia) and US West (Oregon) AWS Regions and can perform advanced image editing tasks such as smart cropping, in-painting, and background changes.
Brandwatch CX
MARCH 26, 2024
LinkedIn Page Messaging allows direct contact with your audience. Discover the benefits and best practices for leveraging this feature.
ShepHyken
MARCH 26, 2024
My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of
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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.
Beyond Philosophy
MARCH 29, 2024
Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact.
AWS Machine Learning
MARCH 26, 2024
In today’s business landscape, organizations are constantly seeking ways to optimize their financial processes, enhance efficiency, and drive cost savings. One area that holds significant potential for improvement is accounts payable. On a high level, the accounts payable process includes receiving and scanning invoices, extraction of the relevant data from scanned invoices, validation, approval, and archival.
Bill Quiseng
MARCH 27, 2024
You’ve heard of The Golden Rule: Treat people as you want to be treated. Dr. Tony Alessandra has shared with everyone about The Platinum Rule: Treat people as they want to be treated. Today I offer The QUI Rule also known as the GREAT Rule: Treat customers a little better than they want to be treated. You are happy because customers leave satisfied with your product or service.
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