Trending Articles

article thumbnail

How Leading Firms Implement CX Metrics to Reduce Churn, Drive Value, and Scale Growth

eglobalis

Introduction: Why Metrics Define the CX Maturity of Your Company Customer experience is not just a branding, services or a sexy name initiative or a satisfaction goal it is much more. It is a measurable, operational, and financial discipline. Executives who still see CX as soft data are overlooking one of the clearest opportunities for growth. Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficienc

Metrics 328
article thumbnail

Measuring the Unmeasurable – The Science of HX Metrics

ECXO

posts header on Linkedin and ECXO Measuring the Unmeasurable The Science of HX Metrics Welcome Back to the HX Revolution You made it to Article 8 of The HX Revolution and this one’s a big one. If you’re just joining us, welcome to the movement! Here’s a quick recap of the road so far: Article 1 : Transformation starts inside. We can’t change business without changing people.

Metrics 236
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Why Smart CPG Leaders Are Rethinking Their AI Strategy to Maximise Consumer Insight Value

C3Centricity

Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?

Consumers 156
article thumbnail

The People-First Mindset: Embracing Technology Without Losing Humanity

CX Journey

In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.

article thumbnail

Turn Your Contact Center Into a Profit Machine with AI

Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

article thumbnail

Driving Smarter, Deeper Customer Relationships with AI: Webinar Recap and Key Insights

Comm100

Imagine instantly understanding your customers’ needs, responding precisely, and consistently delivering exceptional experiences that build lasting loyalty. Today’s leading businesses are achieving exactly this through strategic use of AI in customer support. Our recent webinar highlighted how innovative companies leverage AI to foster smarter, deeper customer interactions and provided actionable insights to enhance your customer experience (CX).

More Trending

article thumbnail

Secure distributed logging in scalable multi-account deployments using Amazon Bedrock and LangChain

AWS Machine Learning

Data privacy is a critical issue for software companies that provide services in the data management space. If they want customers to trust them with their data, software companies need to show and prove that their customers data will remain confidential and within controlled environments. Some companies go to great lengths to maintain confidentiality, sometimes adopting multi-account architectures, where each customer has their data in a separate AWS account.

Policies 110
article thumbnail

Why Agent CoPilots Fall Short and How To Bridge the Gap

TechSee

In today’s fast-paced customer service landscape, contact center agents face mounting pressures that often go unnoticed. While businesses strive to enhance customer experiences, the well-being of the very individuals facilitating these interactions is frequently overlooked. The Growing Strain on Contact Center Agents Recent studies reveal alarming statistics about the mental health of contact center employees: 87% of call center employees report high-stress levels at their job. ( source )

article thumbnail

How to Enhance Community Testing Initiatives Using Benchmarking

Alida

Discover how Alida's platform helps you test concepts, pre-test campaigns, and iterate UX ideas. Gain a competitive edge with community benchmarking.

How To 130
article thumbnail

Conversational Intelligence for Insurance: Transforming Claims, Compliance, and Customer Experience

InMoment XI

From geopolitical instability to a shifting regulatory landscape, the insurance industry is experiencing significant transformation. These massive shifts, combined with rising policyholder expectations for smooth and personalized service, require a data-driven approach to providing insurance. Conversational Intelligence (CI) is emerging as a game-changer in this space.

Insurance 195
article thumbnail

A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

Speaker: Jason Cottrell and Gireesh Sahukar

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.

article thumbnail

Antavo Launches Two New Products to Empower Brands to Run Promotions and Optimize Loyalty Programs Using AI

Customer Think

Empowers brands to attract customers with promotions and continuously improving loyalty program's performance.

article thumbnail

How Apoidea Group enhances visual information extraction from banking documents with multimodal models using LLaMA-Factory on Amazon SageMaker HyperPod

AWS Machine Learning

This post is co-written with Ken Tsui, Edward Tsoi and Mickey Yip from Apoidea Group. The banking industry has long struggled with the inefficiencies associated with repetitive processes such as information extraction, document review, and auditing. These tasks, which require significant human resources, slow down critical operations such as Know Your Customer (KYC) procedures, loan applications, and credit analysis.

Banking 96
article thumbnail

The New Battle for Data Integrity in Market Research: Real CX Data from Real Customers (Your Secret Weapon Against Fraud)

PeopleMetrics

When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.

Data 62
article thumbnail

How Atlassian Built a Scalable Data Pipeline to Close the Loop with Customers

Thematic

Atlassian has never been short on feedback. Every day, users share thoughts across Jira, Confluence, Trello, support chats, Reddit, and more. But while feedback came in from all sides, making sense of it, at scale, was something else entirely. Product teams were drowning but struggling to extract insights. They had access to plenty of customer comments but no reliable way to translate them into patterns, themes, or clear next steps.

Data 62
article thumbnail

Next-Gen Cloud Contact Centers For Dummies®

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.

article thumbnail

Contact Center Quality Assurance: Best Practices to Improve Customer Satisfaction

InMoment XI

Contact center quality assurance (QA) has become a critical driver of customer satisfaction. As expectations for personalized, efficient, and empathetic service continue to rise, businesses must ensure that every agent interaction meets a high standard. A well-executed QA program empowers teams to maintain consistency, uncover coaching opportunities, and build long-term trust with customers.

article thumbnail

Beyond the Data: The Real Benefits of Mystery Shopping for CX Insights

Support EXP

Takeaways The Benefits of Mystery Shopping: Mystery shopping transforms CX data into actionable insights by revealing what actually happens during real customer interactionsbeyond surveys and metrics. Mystery shopping drives targeted service performance improvement by identifying specific gaps, inconsistencies, and training needs across teams and locations.

Data 52
article thumbnail

How Qualtrics built Socrates: An AI platform powered by Amazon SageMaker and Amazon Bedrock

AWS Machine Learning

This post is co-authored by Jay Kshirsagar and Ronald Quan from Qualtrics. The content and opinions in this post are those of the third-party author and AWS is not responsible for the content or accuracy of this post. Qualtrics, founded in 2002, is a pioneering software company that has spent over two decades creating exceptional frontline experiences, building high-performing teams, and designing products that people love.

article thumbnail

How to Write a Strong and Effective Customer Service Conclusion

CSM Magazine

The conclusion of a customer service interaction is just as important as its beginning. While initial greetings set the tone, the way you end the conversation determines how the customer feels about the overall experience. And as we all know, customer experiences matter. In fact, three in four consumers will spend more with businesses that provide a good customer experience.

article thumbnail

Making the Moment: The Art of Creating Events That Drive Results

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.

article thumbnail

AI now has synthetic empathy with consumers: Breakthrough or problem?

Customer Think

AI-powered interactions are becoming more human-like, and businesses are embracing emotionally intelligent AI to enhance customer experience, powering what is projected to become a $13.8 billion market by 2032.

article thumbnail

B2B Customer Experience Research—Latest CXPA Roundtable

InteractionMetrics

Customer experience research is evolving rapidlyespecially for B2B companies, where their high-value relationships demand precision insights. Thats why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol , Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take on whether AI enhances human research or replaces humans altogether?

B2B 52
article thumbnail

How to ask the best customer survey questions

CX Network

Learn about customer survey questions and how to pick the ones that are a good fit for your CX

Survey 52
article thumbnail

Vxceed secures transport operations with Amazon Bedrock

AWS Machine Learning

Vxceed delivers SaaS solutions across industries such as consumer packaged goods (CPG), transportation, and logistics. Its modular environments include Lighthouse for CPG demand and supply chains, GroundCentric247 for airline and airport operations, and LimoConnect247 and FleetConnect247 for passenger transport. These solutions support a wide range of customers, including government agencies in Australia and New Zealand.

article thumbnail

Campaigns that Click: Practical Personalization Strategies to Boost ROI

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.

article thumbnail

Top 50 Positive Words and Phrases for Customer Service

CSM Magazine

Words can shape every interaction, especially in customer support. Simple, thoughtful language can turn an average experience into one that feels personal and uplifting. Each positive word or phrase builds trust and shows customers they matter. Using the right language isnt just about sounding friendlyit has a real impact. People remember how you make them feel, and the words you choose can calm, reassure, or delight.

article thumbnail

Filling the Black Holes of the Voice of the Customer: Use Operations and Quality Data to Create a Unified Picture of Reality

Customer Think

For most organizations, Voice of the Customer (VOC) means surveys and complaints. Both sources are routinely challenged by skeptics because the data represents only a small percentage of the customer experience.

Data 53
article thumbnail

Here comes the customer service resolution revolution

Adrian Swinscoe

When Mikkel Svane and his co-founders, Morten Primdahl and Alexander Aghassipour, foundedZendeskin 2007, they aimed to revolutionize customer service by creatingbeautifully simple softwarethat enabled businesses to [] The post Here comes the customer service resolution revolution first appeared on Adrian Swinscoe.

article thumbnail

From Obligation to Opportunity: How Brazilian iGaming Operators Can Comply with Regulations and Drive Engagement and Conversion

Optimove

Up your mobile marketing game with this guide Download Now Why it Matters: Brazilian iGaming operators will learn how the governments regulatory shift creates a unique opportunity to turn compliance into a competitive edge. Rather than treating new rules as limitations, smart brands are using them to build trust, improve onboarding, and boost player engagement from the very first interaction.

article thumbnail

How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

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.

article thumbnail

Integrate Amazon Bedrock Agents with Slack

AWS Machine Learning

As companies increasingly adopt generative AI applications, AI agents capable of delivering tangible business value have emerged as a crucial component. In this context, integrating custom-built AI agents within chat services such as Slack can be transformative, providing businesses with seamless access to AI assistants powered by sophisticated foundation models (FMs).

article thumbnail

The Impact of Voice AI and Speech Analytics on Contact Centers

CSM Magazine

The rapid advancement of voice AI and speech analytics technologies is revolutionizing the way contact centers operate and deliver customer service. These innovations, integrated within modern customer experience (CX) software and contact center software , are enabling businesses to enhance agent performance, improve customer satisfaction, and streamline operations.

article thumbnail

Should you buy or build your customer success platform?

ChurnZero

It’s the ultimate technology dilemma for customer teams and the execs who control budgets: should you buy or build your customer success platform? When presenting a business case for a customer success platform, you can expect this to be the primary objection of a CEO or CFO: can we build this in our CRM instead of buying a new tool? Should you use the tools you already have to build something that will kind ofget you what youre looking for, or should you buy a tool developed for that spec