Thematic
MARCH 20, 2025
Imagine launching a new product feature based on a hunch—only to find out customers don’t care about it. Or spending months refining a service only to see your customer satisfaction scores plummet. This happens when businesses make decisions without considering customer insights. These days, companies can’t afford to rely on assumptions.
CSM Magazine
MARCH 20, 2025
Better customer service, more efficient operations, and increased business growth? A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity. However, effective setup requires careful planning, budgeting, and the right tools.
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Thematic
MARCH 20, 2025
Ever wonder how some companies always seem to get their product updates just right ? It’s not luck—it’s text analytics. Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. However, hidden there are insights for product development. But as research shows “80% of organizational data is in unstructured text format…much of it goes unanalyzed, despite containing valuable insights that could significantly improve busines
CSM Magazine
MARCH 20, 2025
Technology has reshaped the way people manage their finances. Tasks that once required a trip to the bank can now be completed in seconds from a phone or computer. Payments, loans, investments, and customer support have all moved online, creating a demand for faster transactions, stronger security, and services tailored to individual needs. The way companies handle these advancements will determine how well they meet customer expectations in an industry that is evolving faster than ever.
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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.
Thematic
MARCH 20, 2025
Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table. Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Thematic
MARCH 20, 2025
Ever felt frustrated after contacting customer service and getting no real help? You’re not alone. Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. But how do they make sense of all that data? Text analytics. What is text analytics ? Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.
Forrester's Customer Insights
MARCH 20, 2025
Todays dizzying pace of change will not abate, and leaders must show the way forward. At our upcoming events, B2B Summit North America and CX Summit EMEA, well show you how.
InteractionMetrics
MARCH 20, 2025
Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. Todays rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer nice-to-have in your customer data platformtheyre essential features that any software worth its salt will include.
Forrester's Customer Insights
MARCH 20, 2025
Although not a new technology by any stretch, web application firewall (WAF) solutions continue their evolution. Today, WAF solutions are cloud-based and protect applications and APIs in hybrid and multicloud environments.
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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.
AWS Machine Learning
MARCH 20, 2025
Gartner predicts that by 2027, 40% of generative AI solutions will be multimodal (text, image, audio and video) by 2027, up from 1% in 2023. The McKinsey 2023 State of AI Report identifies data management as a major obstacle to AI adoption and scaling. Enterprises generate massive volumes of unstructured data, from legal contracts to customer interactions, yet extracting meaningful insights remains a challenge.
The DiJulius Group
MARCH 20, 2025
In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate.
AWS Machine Learning
MARCH 20, 2025
Today we are announcing that general availability of Amazon Bedrock in Amazon SageMaker Unified Studio. Companies of all sizes face mounting pressure to operate efficiently as they manage growing volumes of data, systems, and customer interactions. Manual processes and fragmented information sources can create bottlenecks and slow decision-making, limiting teams from focusing on higher-value work.
CSM Magazine
MARCH 20, 2025
Burnout and high staff turnover arent just HR problems. Theyre warning signs that something deeper is wrong. If a business is struggling with constant resignations, stretched-thin employees, and declining morale, its not just bad luck. Its a systemic issue, and one that wont fix itself. Yet, so many companies still operate under the assumption that stress is just part of the job.
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.
AWS Machine Learning
MARCH 20, 2025
As AWS environments grow in complexity, troubleshooting issues with resources can become a daunting task. Manually investigating and resolving problems can be time-consuming and error-prone, especially when dealing with intricate systems. Fortunately, AWS provides a powerful tool called AWS Support Automation Workflows , which is a collection of curated AWS Systems Manager self-service automation runbooks.
CSM Magazine
MARCH 20, 2025
Nandos and The Midcounties Co-operative have taken a major step forward in workforce management by partnering with Rotageeks workforce scheduling platform. With businesses in the restaurant and retail sectors facing more complex demands, both organisations turned to Rotageek to help them improve their scheduling efficiency. During a recent joint panel discussion, leaders from both businesses shared their experiences implementing the workforce management solution.
AWS Machine Learning
MARCH 20, 2025
Asure , a company of over 600 employees, is a leading provider of cloud-based workforce management solutions designed to help small and midsized businesses streamline payroll and human resources (HR) operations and ensure compliance. Their offerings include a comprehensive suite of human capital management (HCM) solutions for payroll and tax, HR compliance services, time tracking, 401(k) plans, and more.
Forrester's Customer Insights
MARCH 20, 2025
Change isn’t just hard it’s a continuous battle, and one that automation will make more intense and frequent. And if you think you’re prepared for automations pace of change that is coming, you’re already behind.
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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.
PeopleMetrics
MARCH 20, 2025
Closing the loop on customer alerts is one of the most fundamental aspects of an effective VoC program. It provides immediate ROI, reduces churn, and strengthens relationships. But despite all the advancements in AI, this is one area where technology hasnt dramatically changed the core principles of closing the loop. The Basics Havent Changed The concept of closing the loop has remained the same for years.
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