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Introduction Salesforces new product, AgentForce, is redefining the agent experience with advanced AI capabilities. Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Competing tools like Microsoft Dynamics 365 AI and Zendesk AI Suite provide similar functionalities, but AgentForce stands out for its ease of use and integration depth.
B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.
Efficient retail stocking procedures ensure merchandise is available for customer purchase. When shelves are well-stocked and organized, it creates a positive customer shopping experience, increases sales opportunities, and ensures smoother store operations. Additionally, a study revealed that out-of-stock items result in $1 trillion in lost sales globally every year, with 34% of shoppers choosing to go to a competitors store when faced with an empty shelf.
The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. But how exactly are businesses making this transition?
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.
Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for 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.
Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.
Organisations are facing unprecedented challenges in remaining competitive and maintaining business success in 2025. The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Let’s explore why this powerful trinity is more relevant than ever in 2025 and how you can leverage it to grow your business.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?
As we gather for NVIDIA GTC, organizations of all sizes are at a pivotal moment in their AI journey. The question is no longer whether to adopt generative AI, but how to move from promising pilots to production-ready systems that deliver real business value. The organizations that figure this out first will have a significant competitive advantageand were already seeing compelling examples of whats possible.
An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. But this is easy to say and harder to do. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. People today have countless options for where to shop and how to solve their challenges.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
At launch, chatbots made a huge splash. They handled FAQs and quick questions, giving us a taste of automated CX and support. But in today’s world, your customers expect more. They want to feel seen , heard , and valued —and they want more than just answers; they want solutions. This is where AI-driven customer service experiences truly stand out.
The article was originally posted on Eglobalis.com/blog. You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.
How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line.
The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Think about the last time you had to navigate a clunky website or deal with a long-winded support call. Frustrating, right? Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need.
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.
Too often, growing retail businesses end up with a growing image problem. By the time a company has dozens or even hundreds of locations, many processes have become standardized and efficient. But not everything that worked well with just a handful of stores scales as effectively as company leaders hope. One of those complexities is what to do about all the online reviews streaming in.
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.
Youve got your game face on. Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.
The promise of AI in marketing has never been greater! But ifyou’re like most CPG CMOs, your AI investment isn’t delivering the promised returns. IDC’s latest Worldwide Artificial Intelligence Spending Guide shows that the global AI software market is expected to reach $251.4B by 2027, far exceeding earlier projections. However, most organisations are seeing disappointing returns on their AI investments. ( Source ) This is confirmed by McKinsey’s 2023 State of AI report ,
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
In this must-watch presentation from the 2024 Customer Experience Strategies Summit, Usman Janvekar, CX Lead at Sanofi, revealed the transformative power of AI applications in modern business. Usman highlighted a proven framework for AI application development, post-saving opportunities through advanced … The post AI in Customer Experience: Sanofi’s Game-Changing Insights | CXS 2024 appeared first on CX Canada 2024.
No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. In this lesson, were focusing on the internal help youll need. (In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable.
What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes.
English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.
The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.
Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.
Local listing management is crucial for any business that relies on local foot traffic. That makes it an essential function for supermarkets and grocery stores, whose revenue is almost entirely local. But keeping listings accurate and up to date across every possible service, directory, and platform isnt easy to do. For supermarkets with numerous locations, the job becomes nearly impossible without the right local listing management software.
A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. The key to unlocking this value lies in analytics – understanding how chatbots perform, where they struggle, and how they can improve.
Youve heard it before: Stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. You simply cant rely on an unwritten set of rules or assumptions to guide your collaboration or, sooner or later, that partnership will come under serious stress.
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
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