AWS Machine Learning

MAY 15, 2025

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 83

Banking Groups Financial Training 83

PeopleMetrics

MAY 15, 2025

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

Data Marketing Survey Analysis 62

Calabrio

MAY 15, 2025

Workforce Management Calabrio vs. NICE vs. Verint: A No-Nonsense Comparison Jump ahead Calabrio, NICE, and Verint at a Glance Calabrio Overview NICE Overview Verint Overview Calabrio vs. NICE vs. Verint: Workforce Management Calabrio vs. NICE vs. Verint: Quality Management Calabrio vs. NICE vs. Verint: Analytics and Insights Calabrio vs. NICE vs. Verint: Agent Experience Calabrio vs.

Comparison 130

Comparison Self Service Contact Center Multi-Channel 130

AWS Machine Learning

MAY 15, 2025

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.

Innovation 75

Innovation Government Resources Data 75

Speaker: Brendan Sweeney, VP of Global Sales at Allego

In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry expert Brendan Sweeney for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.

How To

CSM Magazine

MAY 15, 2025

Waiting in long lines is one of the most common frustrations for shoppers. Its the kind of experience that can turn an otherwise pleasant trip to the store into a source of stress. Target recognized this pain point and, in March 2024, rolled out its new Express Self-Checkout lanes across nearly 2,000 stores, with the goal of making the checkout process faster and more convenient.

Net Promoter Score 52

Net Promoter Score Customer Service Effort Score Wait Times 52

CSM Magazine

MAY 15, 2025

With rapid growth comes growing pains, and fresh data from the Financial Ombudsman Service (FOS) suggests some of the fintech giants are also leading in a less favorable area customer complaints. The State of Fintech Complaints According to the FOS, and reported by City AM , Revolut and Monzo led the pack in customer complaints, closely followed by Wise, Starling, and Zopa.

Banking 52

Banking Innovation Customer Satisfaction Insurance 52

CX Network

MAY 15, 2025

Discover customer journey mapping tools that can help organizations improve customer loyalty

Customer Journeys 59

Customer Journeys Tools Loyalty Customers 59

Perkville

MAY 15, 2025

New Perkville integration pushes referrals into Mariana Tek, enabling follow-up in Xplor Growth and helping studios grow faster

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CSM Magazine

MAY 15, 2025

When you think of Disney, you likely imagine magical moments filled with characters, vivid storytelling, and unparalleled attention to detail. Now, imagine that same level of care and creativity embedded in healthcare. AdventHealth, in collaboration with Disney Institute, has brought this idea to life with its AdventHealth Emergency Room at Flamingo Crossings Town Center near Walt Disney World Resort.

Innovation 52

Innovation Healthcare Effort Score Entertainment 52

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Case Study

Customer Think

MAY 15, 2025

Many marketing pundits are advising B2B marketers to connect with potential buyers on an emotional level. And at first glance, this advice appears to be sound. In their often-cited paper, “The Long and Short of It,” advertising effectiveness gurus Les Binet and Peter Field wrote: “Emotional campaigns.

Marketing 56

Marketing Advertising B2B Connections 56

CSM Magazine

MAY 15, 2025

At 2:00 a.m. in Bucharest, a high-tier player encounters a payout delay. Typically, that means escalating frustration, extended wait times, and the looming risk of churn. But not with Soft2Bet. Before the player even finishes drafting a complaint, a Romanian-language live chat window appears proactively offering help in their native tongue. That moment isnt lucky.

Customer Centricity 52

Customer Centricity Social Media Roadmap Omni-Channel 52

Customer Think

MAY 15, 2025

One of my clients, an investment banking firm, forwarded an article to me with a note, check this out. The article featured KKR & Co., a private equity firm who is piloting programs to increase empathy in their senior leadership.

Banking 53

Banking Leadership Customer Engagement Engagement 53

CSM Magazine

MAY 15, 2025

Automation powered by AI chatbots and intelligent systems is transforming how businesses interact with their customers. Automation offers faster response times, 24/7 availability, and cost savings. However, delivering exceptional customer experience (CX) requires more than just efficiencyit demands a balance between AI-driven automation and the irreplaceable human touch.

Customer Service 52

Customer Service Contact Center Software Chatbots Contact Center 52

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.

Roadmap

Customer Think

MAY 15, 2025

Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they?

Customers 49

Customers Employee Engagement Engagement Strategy 49

CSM Magazine

MAY 15, 2025

Regardless of the application, customers’ satisfaction doesnt just rely on raw speed or bandwidth anymore. It extends to the Quality of Experience (QoE) provided by their Broadband Service Provider (BSP). Recognizing this shift, the Broadband Forum has launched a new initiative to help BSPs truly understand and improve end-users perceived broadband experience.

Effort Score 52

Effort Score User Experience Innovation Measurement 52

Brandwatch CX

MAY 15, 2025

Find out the advantages and disadvantages of organic vs paid approach for your social media marketing strategy.

Social Media 52

Social Media Marketing Brands Strategy 52

CSM Magazine

MAY 15, 2025

Pepper Humanoid Robot SoftBank Robotics Forget science fictionrobot helpers are now a regular part of customer service. Organizationsfrom hospitals to local dinersare using the new technology to enhance how they work and how customers feel. It’s changing the way people and machines work together. Two shining examples of humanoid robots making waves in customer service are Miroka and Pepper.

Customer Service 52

Customer Service Hospitality Healthcare Retail 52

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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.

Contact Center

Customer Think

MAY 15, 2025

We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show up in the moments that matter to us. The same is true for brands.

Connections 53

Connections Brands Customers Voice of Customer 53

CSM Magazine

MAY 15, 2025

New AI-driven research has uncovered a critical emotional experience gap at Americas busiest airports, putting $695 million in annual revenue at risk due to poor passenger experiences. The study from Adoreboard, a pioneer in predictive insight using AI technology, analyzed over 20,000 passenger reviews across the five busiest U.S. airports. It reveals exactly where and why travelers report frustration, erosion of trust, and diminished confidence in airport experiences.

Transportation 52

Transportation Travel Study Analysis 52

Customer Think

MAY 15, 2025

As someone who has spent his career tracking new technologies, Ive long been fascinated by how those technologies spread over time.

Tools 49

Tools Trends Management Study 49

CSM Magazine

MAY 15, 2025

The skies are friendlier than ever, at least according to the latest customer satisfaction ratings. The J.D. Power 2025 North American Airline Satisfaction Study reveals that passenger satisfaction has climbed to new heights, with overall scores up by six points from last year. Leading the pack in delighting passengers are JetBlue , Delta Air Lines , and Southwest Airlines.

Airlines 52

Airlines Customer Satisfaction Travel Study 52

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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.

Self Service

Customer Think

MAY 15, 2025

Strategic acquisition aims to expand Capillary's enterprise client portfolio and enhance its position in the US, ANZ, and Asian markets

Leadership 45

Leadership Loyalty Technology Management 45

CSM Magazine

MAY 15, 2025

In a hyperconnected world where online presence plays a decisive role in career growth, professionals are increasingly turning to AI tools to craft their LinkedIn content. Posts that once took hours to write can now be generated in minutes using platforms like MagicPost , making it easier than ever for job seekers to build a consistent personal brand.

Healthcare 52

Healthcare Leadership Tools Trends 52

SurveySensum

MAY 15, 2025

What are CATI interviews? CATI interview (Computer Aided Telephone Interview) is a surveying approach where an agent or interviewer carries out surveys over phone calls. The interviewer uses an electronic device such as a laptop, computer, or smartphone and reads out a predefined set of questions or scripts to the respondent. And they record the responses either manually or automatically using the software.

Automotive 52

Automotive Survey Software Marketing 52

CSM Magazine

MAY 15, 2025

Customer Experience Day (CX Day), observed May 15, is a new celebration of the people and efforts behind providing exceptional experiences to customers. Created by Nextiva , this day shines a light on how businesses across the globe prioritize delivering outstanding interactions that inspire loyalty, fuel growth, and elevate brand value. But why should businesses integrate this new holiday into their calendar?

Customer Experience 52

Customer Experience Social Media Competitive Advantage Innovation 52

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Contact Center

2020 Research

MAY 15, 2025

Take a deep dive into the behaviors, trends, and tech redefining womens health in our webinar.

Data 52

Data Trends 52

CSM Magazine

MAY 15, 2025

Customer Experience Day (CX Day), observed May 15, is a new celebration of the people and efforts behind providing exceptional experiences to customers. Created by Nextiva , this day shines a light on how businesses across the globe prioritize delivering outstanding interactions that inspire loyalty, fuel growth, and elevate brand value. But why should businesses integrate this new holiday into their calendar?

Customer Experience 52

Customer Experience Social Media Competitive Advantage Innovation 52

Customer Think

MAY 15, 2025

Everything is digital these days. I know, I know; I sound like an old man…perhaps shaking his fist and yelling at clouds. And of course its an exaggeration. And Im not talking about how even traditionally brick-and-mortar brands allow you to order their goods online and have them delivered to your home.

Course 45

Course Brands 45