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This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. In reality, CX is undergoing a dynamic transformationone where advanced AI offers powerful insights, yet it is the irreplaceable human expertise and strategic vision that truly build trust and drive sustainable growth.
Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality.
What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies utilize new technologies like generative AI to improve customer satisfaction? How can companies use digital and conversational signals to understand customer feedback better? What role does AI play in analyzing customer data and providing actionable insights?
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.
So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Congratulations! This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. The natural instinct? Go big. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.
Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace.
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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.
Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace.
This post was written by Claudiu Bota, Oleg Yurchenko, and Vladyslav Melnyk of AWS Partner Automat-it. As organizations adopt AI and machine learning (ML), theyre using these technologies to improve processes and enhance products. AI use cases include video analytics, market predictions, fraud detection, and natural language processing, all relying on models that analyze data efficiently.
The title may be a bit misleading. You dont want to be a victim of a farce. You want to experience a positive force. Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.
Financial fraud is on the rise, impacting organizations across the globe and costing billions of dollars each year. From cybercriminals breaching payment systems to internal bad actors manipulating data for personal gain, the array of threats facing financial institutions has become both widespread and increasingly sophisticated. Beyond the immediate financial losses, fraud also inflicts serious reputational damageundermining customer trust and incurring the scrutiny of regulators.
Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. And with the help of voice analytics solutions, call centers can leverage AI to turn the voice of the customer into a source of valuable insights. What is voice analytics?
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 DeepRacer League 2024 Championship finalists at re:Invent 2024 The AWS DeepRacer League is the worlds first global autonomous racing league powered by machine learning (ML). Over the past 6 years, a diverse community of over 560,000 builders from more than 150 countries worldwide have participated in the League to learn ML fundamentals hands-on through the fun of friendly autonomous racing.
Unstructured data makes up 80–90% of all business data , yet only 18% of companies are actually making use of it. If you’re here, chances are you’re ready to join that 18% and stop missing out on valuable opportunities. You’re likely searching for the best partner in text analytics to help you unlock the full potential of your data.
Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success metrics beyond traditional feedback loops, and the importance of resource allocation to drive effective strategy.
Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands dont have the resources to manage the contact centre in a way that will extract the right insights to inform the business.
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.
Today, were excited to announce that Mistral-Small-24B-Instruct-2501a twenty-four billion parameter large language model (LLM) from Mistral AI thats optimized for low latency text generation tasksis available for customers through Amazon SageMaker JumpStart and Amazon Bedrock Marketplace. Amazon Bedrock Marketplace is a new capability in Amazon Bedrock that developers can use to discover, test, and use over 100 popular, emerging, and specialized foundation models (FMs) alongside the current sele
Did you know? In 2024, the world generated 149 zettabytes , and that’s expected to reach 394 zettabytes by 2028. That’s equivalent to every person on Earth streaming 4K video nonstop for over three years or stacking enough books to reach the moon and back…100 times. But that data means nothing if not properly analyzed. Businesses need text analytics done right to extract valuable insights that they can use for effective decision-making.
Imagine a world where every customer interaction feels effortless, personal, and predictive. Thats the promise of customer experience (CX) in 2025a year poised to redefine how businesses connect with their audiences. As a leading customer experience consulting firm , rethinkCX is here to unpack the top CX trends for 2025 and show you how to turn them into actionable strategies.
Navigating the aftermath of a truck accident can feel overwhelming. Amidst physical recovery, emotional distress, and financial burdens, pursuing legal action might seem daunting. However, enlisting the expertise of a truck accident attorney can significantly ease this process. Understanding what such a legal professional requires to construct a robust case can empower individuals seeking justice and compensation.
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.
Did you know that 97% of homebuyers begin their property search online, and 65% of those searches happen on mobile devices? If your real estate agency isn’t ranking in organic search results, you’re missing out on valuable opportunities to connect with potential clients. That’s where real estate SEO comes in. A well-optimized SEO strategy boosts your online visibility, improves search engine rankings, and attracts high-intent buyers and sellers to your website.
This is a guest post by Jan Young,founder of Jan Young CX and StepUpXChange. You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. I have spent over 20 years studying and working in the trenches of the membership economy, both with B2B and B2C organizations. There are certainly tactics that work best for specific groups: by industry (software vs hardware, or retail, or services, or healthcare, etc.) by size and stage (startup, closely h
Your call center isnt just a support hubits the heartbeat of your customer experience (CX). In 2025, that heartbeat is racing toward transformation, driven by technology, evolving expectations, and smarter strategies. As a premier customer experience consulting firm , rethinkCX is here to unpack the top call center trends for 2025 that will redefine how you connect with customersand how we can help you lead the charge.
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs T his quote is everywherewoven into articles, echoed in speeches, and shared endlessly across social media. It captures the genius of Steve Jobs, the visionary who redefined Apple and revolutionized the way we interact with technology.
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.
With the current digital environment, safeguarding customer information is paramount for service teams. Companies process enormous volumes of sensitive data daily, ranging from personal information to payment details. One breach can lead to substantial monetary losses, legal action, and eroded trust. Cyberthieves continually change their strategies, attacking customer service teams through phishing attacks, social engineering, and data theft.
When people need a plumber, electrician, or HVAC repair, they no longer flip through the Yellow Pagesthey grab their phone and search on Google. If your home service business isnt showing up when they search, youre losing out on potential customers to competitors who are easier to find. Thats where Google My Business for home services comes in. It helps you show up in local searches, making it easier for customers to call, book, or visit your website when they need your services.
Business growth is exhilaratinguntil your call center buckles under the pressure. More customers mean more calls, chats, and tickets, and an in-house team can only stretch so far before cracks show. Thats where Business Process Outsourcing (BPO) steps in: a scalable, cost-effective way to handle expansion without losing your customer experience (CX) edge.
To the stakeholders of Optimove: Every year, I prioritize listening to leading marketersour customersbecause their concerns provide insights that help shape the future of marketing. And in 2024, heres just a glimpse of what I heard: You have to go to the data people to get the data, and then you have to connect it to marketing. Its a big painheavy liftingand here, it was all together.
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.
Digital transformation is more than just upgrading technologies within companies; it is a profound shift in how organizations interact with the world, solve problems, and create value. In this process, Design Thinking has emerged as a key methodology , placing users at the center of every decision to generate innovative, user-centered solutions. Customized implementation is helping businesses tackle the challenges of the digital world, providing exceptional user experiences and accelerating tran
How well do you know your customers on Google? Google My Business analytics gives you a behind-the-scenes look at how potential customers discover and engage with your business listing on Google. These insights are critical for multi-location businesses into customer behavior, showing you whats working and where youre missing opportunities. FYI : Google has rebranded Google My Business (GMB) as Google Business Profile (GBP).
Outsourcing your call center can slash costs, boost scalability, and free you to focus on what you do bestbut where you send that work matters just as much as the decision itself. Business Process Outsourcing (BPO) has turned regions like the Philippines, India, Mexico, and now Colombia into global call center hubs, each with unique strengths. At rethinkCX, weve guided countless businesses through this choice, ensuring their customer experience strategy sings, no matter the location.
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