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In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. One such approach that is gaining traction is hyper-personalization. This cutting-edge strategy goes beyond traditional personalization techniques that you may be using now by leveraging advanced technologies to create highly individualized interactions that cater to the specific needs and preferences of each customer.
Companies worldwide are harnessing automation technology to streamline operations, minimize human errors, and save valuable time in delivering exceptional service. From AI-powered chatbots handling customer inquiries round-the-clock to automated email campaigns tailored to individual preferences, the possibilities are endless.
Did you know that 72% of customers will share a positive experience with 6 or more people? 72% is a big number, so are you capitalizing on it? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace.
True excellence in CX demands a transformative strategy that seamlessly integrates across the organisation. That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth.
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.
Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses an
Unlock the magic of positive language and elevate CX to the next level Today, we’ll be exploring the fascinating world of language and its impact on customer interactions. As we delve into this intriguing subject, we’ll discover how words can significantly influence people’s perceptions and responses, and how this can be particularly relevant in the world of customer service.
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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.
Unlock the magic of positive language and elevate CX to the next level Today, we’ll be exploring the fascinating world of language and its impact on customer interactions. As we delve into this intriguing subject, we’ll discover how words can significantly influence people’s perceptions and responses, and how this can be particularly relevant in the world of customer service.
We have apps for everything nowadays. Be it ordering food, doing personal training, or purchasing land, there is an app for every occasion. The numbers are so overwhelming in order for your app to be noticed and memorable, you’ll have to provide a superior user experience. How can you do that? In-app feedback. By acquiring user feedback from your app, you will get more actionable insights into how you can improve your mobile experience.
Read insights from Principal Analyst Emily Pfeiffer and Senior Research Associate Delilah Gonzalez on how quality data powers commerce search experiences.
Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.
Table of Contents: Product Centric vs Customer Centric What is a customer focused approach? What is the impact of customer centricity vs customer focused? 3 Customer Centricity Examples Adding A Customer Centric Strategy to Your Business Further Reading I was recently asked about the difference between customer focused and customer centric. For many people, these two terms are almost interchangeable, but if you dig into the literature and advice, there are some subtle but important differences.
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.
In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information.
Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.
In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional appr
Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.
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.
Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff Subscribe directly on Linkedin: [link] The European Customer Experience Organization (ECXO) is thrilled to announce our upcoming session on the Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr.
In the evolving landscape of manufacturing, the transformative power of AI and machine learning (ML) is evident, driving a digital revolution that streamlines operations and boosts productivity. However, this progress introduces unique challenges for enterprises navigating data-driven solutions. Industrial facilities grapple with vast volumes of unstructured data, sourced from sensors, telemetry systems, and equipment dispersed across production lines.
Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” or a more detailed query, each question is a step towards understanding what makes your customers tick.
Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.
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.
Generative language models have proven remarkably skillful at solving logical and analytical natural language processing (NLP) tasks. Furthermore, the use of prompt engineering can notably enhance their performance. For example, chain-of-thought (CoT) is known to improve a model’s capacity for complex multi-step problems. To additionally boost accuracy on tasks that involve reasoning, a self-consistency prompting approach has been suggested, which replaces greedy with stochastic decoding during
Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.
As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” “We may have enough opportunities, but are they large enough in terms of projected revenue? What is our go-get?” “Are we progressing these opportunities through our pipeline process towards close?
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.
NVIDIA NIM m icroservices now integrate with Amazon SageMaker , allowing you to deploy industry-leading large language models (LLMs) and optimize model performance and cost. You can deploy state-of-the-art LLMs in minutes instead of days using technologies such as NVIDIA TensorRT , NVIDIA TensorRT-LLM , and NVIDIA Triton Inference Server on NVIDIA accelerated instances hosted by SageMaker.
An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible. For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. However, now with Generative AI, contact centers can automatically score 100% of their call volume, allowing them to identify patterns and trends that would otherwise be invisible, such as subtle changes in an agent's per
CNBC reports in an article, How Walmart, Delta, Chevron and Starbucks are using AI to monitor employee messages, there is a strong likelihood that artificial intelligence is scrutinizing your communications on platforms like Slack, Microsoft Teams, Zoom, and similar apps. Major corporations like Walmart, Delta Air Lines, T-Mobile, Chevron, Starbucks, Nestle, and AstraZeneca, have enlisted.
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.
This post is co-written with Matt Middleton from Contentful. Today, jointly with Contentful, we are announcing the launch of the AI Content Generator powered by Amazon Bedrock. The AI Content Generator powered by Amazon Bedrock is an app available on the Contentful Marketplace that allows users to create, rewrite, summarize, and translate content using cutting-edge generative artificial intelligence (AI) models available and accessible through Amazon Bedrock in a simple and secure manner.
If you’re looking for a video marketing guide , you’re not the only one. There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Videos are naturally more engaging because people are visual. Still, if your video marketing strategy isn’t up to par and you’re still not generating leads, it could use some revamping.
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