This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.
Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch
The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play […] The post Three trends reshaping the customer experience outsourcing market first appeared on Adrian Swinscoe.
On Broadway, shows will run for weeks, months and even years. The length of the run is dependent upon how long they keep selling tickets, so the producers must be constantly monitoring ticket sales and making sure that the customer experience (in this case the audience experience) is positive, and one that elicits rave reviews and referrals. Do you think that people would still come from around the world, purchasing high-priced tickets and packing themselves into seats for the opportunity to wat
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.
Imagine this: You’ve availed yourself of a product or a service but still have a lot of questions in mind. You’ve tried calling their hotline, but the wait time is too long. You’ve sent them an email but heard no response. You even checked their social media accounts and only ended up getting an automated response. Frustrated, right? What if there was a better way to communicate with the seller?
Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. Companies are paying attention more than ever to it. The main reason is that customers want great experiences when they buy. Yes, quality, price, and other factors come into play, but “The Experience” is becoming more critical.
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. Companies are paying attention more than ever to it. The main reason is that customers want great experiences when they buy. Yes, quality, price, and other factors come into play, but “The Experience” is becoming more critical.
Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations.
If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.
In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. The digital era has redefined the dynamics of customer interactions, necessitating a recalibration of strategies to ensure sustainable and successful engagements.
Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.
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.
It’s the holiday season and with the new year coming up, we wanted to reflect on the year we had. Across the past 12 months, we have released several new features to both the Intouch Insight Platform as well as to our mobile forms and inspection software, IntouchCheck™.
Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.
The launch of ChatGPT and rise in popularity of generative AI have captured the imagination of customers who are curious about how they can use this technology to create new products and services on AWS, such as enterprise chatbots, which are more conversational. This post shows you how you can create a web UI, which we call Chat Studio, to start a conversation and interact with foundation models available in Amazon SageMaker JumpStart such as Llama 2, Stable Diffusion, and other models availabl
Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024. Get ready for our top digital marketing trends for 2024.
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 the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni’s wrestling journey, his transformation into an.
In this post, we showcase fine-tuning a Llama 2 model using a Parameter-Efficient Fine-Tuning (PEFT) method and deploy the fine-tuned model on AWS Inferentia2. We use the AWS Neuron software development kit (SDK) to access the AWS Inferentia2 device and benefit from its high performance. We then use a large model inference container powered by Deep Java Library (DJLServing) as our model serving solution.
While almost all insurance companies have adopted some form of "traditional" AI and have felt somewhat let down by the lack of transformative change that was promised in the past, there is no doubt that Generative AI has kicked off a tidal shift across the industry that will far surpass previous expectations.
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.
In January 2023, Apple introduced Apple Business Connect to empower its users to find businesses across its ecosystem of apps, including Apple Maps, Messages, Spotlight, Safari, Wallet, Siri, and Calendar. It is a free and user-friendly platform that serves as a bridge connecting businesses with their local audience. Eddy Cue, Senior Vice President of Services, Apple, said, “Apple Business Connect gives every business owner the tools they need to connect with customers more directly and control
Insurance companies are effectively using SMS to send claim status updates, provide billing reminders and re-engage abandoned applications. The post SMS as Part of Insurance Companies’ Interaction Strategy appeared first on Glia Blog | Digital Customer Service Explained.
Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. By 2025, Vodafone plans to have 50% of its global workforce actively involved in software development, with an objective to deliver 60% of digital services in-house.
There are various definitions of brand health. Each includes a collection of metrics and approaches, but they all lead to the same thing. Brand health is essentially measured by how effective your brand is in helping you to achieve your aims. That effectiveness can be measured in a number of ways, such as: Brand Reputation Brand Awareness Brand Equity Employee Engagement Brand Positioning Brand Delivery These are just a few examples, but they arguably all fall under brand health.
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.
A FIRST FOR A FORCE….Cleveland Police and Crime Commissioner Steve Turner with the Centre for Public Excellence award The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence. Cleveland is one of the only forces in the country to have an external team as the public’s first point of contact for police complaints.
Every contact center managers has their tried and true method of evaluating calls they have developed over the years. For me, it was my trusted Excel spreadsheet I had developed to evaluate my agent's performance. So I get it if trading in the trusted spreadsheet or other familiar method you are using for an AI-based QM solution that automatically scores and evaluates agent performance seems scary.
Meeting notes are a crucial part of collaboration, yet they often fall through the cracks. Between leading discussions, listening closely, and typing notes, it’s easy for key information to slip away unrecorded. Even when notes are captured, they can be disorganized or illegible, rendering them useless. In this post, we explore how to use Amazon Transcribe and Amazon Bedrock to automatically generate clean, concise summaries of video or audio recordings.
Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.
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.
Alida was recently represented at one of the tech industry's largest conferences, Amazon re: Invent, with Daniel Charles, the SVP of Product and Go-To-Market, sharing insights into Alida’s exciting integration of AWS Bedrock.
There are various definitions of brand health. Each includes a collection of metrics and approaches, but they all lead to the same thing. Brand health is essentially measured by how effective your brand is in helping you to achieve your aims. That effectiveness can be measured in a number of ways, such as: Brand Reputation Brand Awareness Brand Equity Employee Engagement Brand Positioning Brand Delivery These are just a few examples, but they arguably all fall under brand health.
Amazon SageMaker Studio offers a broad set of fully managed integrated development environments (IDEs) for machine learning (ML) development, including JupyterLab, Code Editor based on Code-OSS (Visual Studio Code Open Source), and RStudio. It provides access to the most comprehensive set of tools for each step of ML development, from preparing data to building, training, deploying, and managing ML models.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
245 
Let's personalize your content