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As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.
Are your customers happy with your products and your customer service levels? Learn more about how to monitor and measure your customer experience programs.
Gregorio Uglioni and Stacy Sherman, customer experience leaders, reveal tactics to get leadership buy-in, break silos, prove ROI & drive human connections through meaningful customer experience initiatives. The post Proving the ROI of Customer Experience Initiatives appeared first on Doing CX Right.
Yesterday I posted the first blog in this series. Over the next several weeks, I will share additional posts to support the efforts of leaders, managers, and supervisors to create an inspired workforce. In summary, the first step is to discover for yourself, and then reveal to all team members, the total job role.
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.
Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT. We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT. We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success.
Learn how AI features can transform a traditional help desk into a proactive, efficient, and highly responsive support system tailored completely toward helping your team (and your customers).
The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to misunderstand and misuse. Created in 2003 by Fred Reichheld of Bain & Company , the Net Promoter Score (NPS) asks: “How likely are you to recommend us to a friend or colleague?” Customers answer on a 0-10 scale.
How can businesses genuinely embrace customer-centricity? Do companies like Apple genuinely prioritize their customers, or do they place their products above all else? These pressing questions guide our conversation with Colin Shaw. With a career spanning decades, Colin Shaw, the founder and CEO of Beyond Philosophy, brings firsthand experience to the evolving world of customer experience.
In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. For instance, it is expensive, resource-intensive, and requires expertise. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.
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.
Elevating Customer Experience: 6 Key Fundamentals for Adaptability The post Elevating Customer Experience: Six Key Fundamentals for Adaptability appeared first on Eglobalis.
Yes, the AWS re:Invent season is upon us and as always, the place to be is Las Vegas! You marked your calendars, you booked your hotel, and you even purchased the airfare. Now all you need is some guidance on generative AI and machine learning (ML) sessions to attend at this twelfth edition of re:Invent. And although generative AI has appeared in previous events, this year we’re taking it to the next level.
In a field as trust-dependent as law, mastering review management is not just beneficial; it’s essential to your practice’s success. Think about it: When a person needs a lawyer, they seek the most qualified person to help them navigate their high-stress situation. First, they’ll turn to friends and family for recommendations. If those recommendations fall short, chances are, that person will turn to online law firm reviews to help inform their decision.
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.
Leverage these 17 December holidays to level up your marketing strategy and connect with your audience, whether it's through Santa Claus, ninjas or cookies.
Retrieval Augmented Generation (RAG) allows you to provide a large language model (LLM) with access to data from external knowledge sources such as repositories, databases, and APIs without the need to fine-tune it. When using generative AI for question answering, RAG enables LLMs to answer questions with the most relevant, up-to-date information and optionally cite their data sources for verification.
In an era defined by digital communication, mastering the art of business calls is non-negotiable. Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Whether you’re a startup, a growing enterprise, or an established business, understanding and implementing a VPS is a game-changer.
Every jeweler knows that the perfect cut can turn a dull stone into a glittering, must-have piece. The right cut is crucial because it maximizes the gem’s ability to reflect and refract light and enhances its brilliance. It’s not just about shaping the stone but optimizing its proportions and angles to unlock its full potential. In some ways, the transformative process of gem cutting is similar to the journey of jewelry store marketing.
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.
Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. The lockdown has changed our customers’ perspective on how they want to spend their time.
The financial service (FinServ) industry has unique generative AI requirements related to domain-specific data, data security, regulatory controls, and industry compliance standards. In addition, customers are looking for choices to select the most performant and cost-effective machine learning (ML) model and the ability to perform necessary customization (fine-tuning) to fit their business use cases.
Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. This constant pursuit of innovation demands staying ahead of trends, adapting to evolving technologies, and ensuring the business is profitable. Juggling creative expression with the practicalities of project management and client interactions adds complexity.
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.
This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.
Amazon SageMaker Canvas is a rich, no-code Machine Learning (ML) and Generative AI workspace that has allowed customers all over the world to more easily adopt ML technologies to solve old and new challenges thanks to its visual, no-code interface. It does so by covering the ML workflow end-to-end: whether you’re looking for powerful data preparation and AutoML, managed endpoint deployment, simplified MLOps capabilities, and ready-to-use models powered by AWS AI services and Generative AI, SageM
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management.
Podcast: The future of Women in CX Sabine Groven Friday, November 24, 2023 - 08:30 Collaboration Communities Culture The future of Women in CX Engagement
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.
If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups.
Text vectors or embeddings are numerical vector representations of text that are generated by large language models (LLMs). After LLMs are fully pre-trained on a large dataset or fine-tuned from different tasks, including text completion, question answering, and translations, text embeddings capture semantic information of the input text. Different downstream applications are made possible by text embeddings, including similarity searching, information retrieval, recommendations and personalizat
Leverage these 17 December holidays to level up your marketing strategy and connect with your audience, whether it's through Santa Claus, ninjas or cookies.
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