AWS Machine Learning

JUNE 13, 2025

Generative AI is revolutionizing how businesses operate, interact with customers, and innovate. If you’re embarking on the journey to build a generative AI-powered solution, you might wonder how to navigate the complexities involved from selecting the right models to managing prompts and enforcing data privacy. In this post, we show you how to build generative AI applications on Amazon Web Services (AWS) using the capabilities of Amazon Bedrock , highlighting how Amazon Bedrock can be used at ea

Knowledge Base 115

Knowledge Base Policies System Data 115

Customer Think

JUNE 13, 2025

Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficiency and loyalty. But where should a company begin? Which metrics matter, and how can they be implemented in a way that delivers real impact, not vanity?

Metrics 74

Metrics Loyalty Measurement Management 74

Daniel Group

JUNE 13, 2025

This blog explores how seemingly minor details—like phone routing and signage—can significantly impact customer experience and why continuous improvement is key to closing those gaps. Too often, we overlook the “little” things that have a big impact on customer experience—things like building appearance, signage, and phone routing. To illustrate, here’s a personal example.

Feedback 72

Feedback System Customer Experience Tools 72

The DiJulius Group

JUNE 13, 2025

Klarna is rehiring human employees after previously replacing a significant portion of its workforce with artificial intelligence (AI) In 2022, Klarna, a Swedish fintech company, laid off approximately 700 employees as part of a strategic move to automate operations using AI. The decision aimed to increase operational efficiency and reduce costs. By 2024, Klarna claimed.

Company 80

Company Groups Employee Experience Culture 80

Advertisement

The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.

Roadmap

AWS Machine Learning

JUNE 13, 2025

This post was co-written with Herb Brittner from Netsertive. Netsertive is a leading digital marketing solutions provider for multi-location brands and franchises, helping businesses maximize local advertising, improve engagement, and gain deep customer insights. With a growing demand in providing more actionable insights from their customer call tracking data, Netsertive needed a solution that could unlock business intelligence from every call, making it easier for franchises to improve custome

Data 69

Data Multi-Channel Analysis Social Media 69

AWS Machine Learning

JUNE 13, 2025

This post is based on a technical report written by Kazuki Fujii, who led the Llama 3.3 Swallow model development. The Institute of Science Tokyo has successfully trained Llama 3.3 Swallow , a 70-billion-parameter large language model (LLM) with enhanced Japanese capabilities, using Amazon SageMaker HyperPod. The model demonstrates superior performance in Japanese language tasks, outperforming GPT-4o-mini and other leading models.

Training 116

Training Resources System Communication 116

Adrian Swinscoe

JUNE 13, 2025

Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare insurer got automation right by putting its clients first first appeared on Adrian Swinscoe.

Insurance 59

Insurance Healthcare Company Customer Satisfaction 59

ChurnZero

JUNE 13, 2025

ChurnZero guest article by Megan Beltran , Chief Customer Officer, Virtuous At some point in your company’s growth, the customer journey stops holding together. You’ve built processes, hired smart people, and refined onboarding, support, and renewals. But, from the customer’s perspective, it still feels fragmented. That’s where we were at Virtuous before we redesigned our customer journey map for the customers who use our responsive fundraising platform, and for our internal teams too.

Customer Journeys 52

Customer Journeys How To Chief Customer Officer Effort Score 52

DCX AI Today

JUNE 13, 2025

AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders Date: June 13, 2025 •  Read Time: Approx. 5 minutes 🚀 Welcome Hey CX pioneers! Today is all about agentic AI —tools that don’t wait for prompts, they take action. With news from Databricks, WIRED, healthcare, and more, the theme is clear: AI autonomy is advancing fast, but thoughtful human oversight is its lifeline. ✨ Today’s Energy We’re balancing on the edge of capability a

Healthcare 52

Healthcare Government Insurance Metrics 52

Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive

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 experts Brendan Sweeney and David Phelan 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.

Sales

AWS Machine Learning

JUNE 13, 2025

We’re excited to announce that Amazon Bedrock Custom Model Import now supports Qwen models. You can now import custom weights for Qwen2, Qwen2_VL, and Qwen2_5_VL architectures, including models like Qwen 2, 2.5 Coder, Qwen 2.5 VL, and QwQ 32B. You can bring your own customized Qwen models into Amazon Bedrock and deploy them in a fully managed, serverless environment—without having to manage infrastructure or model serving.

Customers 109

Customers Video Technology Management 109

Customer Think

JUNE 13, 2025

In the light-speed evolution of artificial intelligence, we are experiencing a critical inflection point. The landscape is shifting rapidly from large language models (LLMs) as standalone tools to a new era of agentic systems — AI that doesn’t just generate answers, but actively orchestrates tasks, adapts dynamically, and interacts autonomously with other systems.

System 53

System Tools Interaction Metrics 53

Brandwatch CX

JUNE 13, 2025

Discover key techniques and tools for mastering trendspotting to stay ahead in your industry.

Trends 52

Trends How To Industry Tools 52

Customer Think

JUNE 13, 2025

Claiming to be “consumer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise consumers, yet their strategies often miss the mark due to a lack of meaningful integration.

Leadership 45

Leadership Culture Consumers Strategy 45

Advertisement

IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

Case Study

AWS Machine Learning

JUNE 13, 2025

According to the World Health Organization, more than 2.2 billion people globally have vision impairment. For compliance with disability legislation, such as the Americans with Disabilities Act (ADA) in the United States, media in visual formats like television shows or movies are required to provide accessibility to visually impaired people. This often comes in the form of audio description tracks that narrate the visual elements of the film or show.

Video 61

Video Analysis Resources Examples 61

Customer Think

JUNE 13, 2025

Creative Commons Photo by: FlyD I’m continuing my series of articles on the concerns some managers have about the freelance customer service model – with home-based agents – by turning my attention to data security and compliance. One of the most important concerns I often hear about people working from home is around security.

Data 45

Data How To Customer Service Management 45

Brandwatch CX

JUNE 13, 2025

Discover how and why marketers should use Reddit trends in 2025.

Trends 52

Trends Social Media Marketing 52

Customer Think

JUNE 13, 2025

Business revenue depends on facilitated interactions between consumers to close deals. Time can be of the essence, especially in the home services market.

Consumers 45

Consumers Interaction Marketing Customer Engagement 45

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

Brandwatch CX

JUNE 13, 2025

Discover how micro influencers can amplify your marketing strategy with targeted approaches. Learn effective techniques to engage your audience. Read more!

Marketing 52

Marketing Strategy Engagement 52

2020 Research

JUNE 13, 2025

Findings of research project conducted by Sago and IVP Research Labs proves that marketers experienced true joy while using Storyblok.

Marketing 52

Marketing 52

Customer Think

JUNE 13, 2025

Public-sector IT leaders today stand at a pivotal crossroads. Confronted with aging infrastructure, siloed operations, and ever-evolving citizen expectations, they must make bold yet strategic choices. The pressure is mounting — to deliver services faster, modernize responsibly, and secure critical systems.

Government 45

Government System Technology 45

CSM Magazine

JUNE 13, 2025

Art showcase videos are the sparks to creation on social media, showcasing brilliant paintings, sculptures, or even digital designs that hold the eyes of audiences on Instagram, TikTok, and YouTube. A breathtaking 30-second reveal or even a 2-minute gallery tour could elevate your portfolio, inspiring art lovers. No cost for video-editing apps is needed, as CapCut Desktop is a free, trendsetting video producer that allows artists, gallery owners, and creative spirits to put together eye-popping

Video 52

Video Social Media Trends Tools 52

Advertisement

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

JUNE 13, 2025

In a world marked by volatility—geopolitical tensions, economic uncertainty, and technological disruption—manufacturing leaders are no longer asking whether to transform, but how fast and how effectively they can do it. Drawing on insights from more than 1,500 manufacturing leaders worldwide, the findings reveal a sector in flux yet filled with promise.

Industry 45

Industry Technology 45

Forrester's Customer Insights

JUNE 13, 2025

The (mostly) new Medallia executive team showed up to its inaugural Experience World Tour 2025 in London with a bullish vision for an AI-fueled, predictive CX management platform that puts the insights that frontline employees need directly into their hands.

Management 26

Management Customers 26

Customer Think

JUNE 13, 2025

Have you ever wondered why people agree to an appointment from your prospecting calls? Obviously, it’s not because they need your solution or they’d close more consistently after your visit. You’re charming, your solution great, your pitch deck is creative and your content informative. So it’s not you or your solution.

Sales 45

Sales 45

Forrester's Customer Insights

JUNE 13, 2025

For risk professionals, leading through 2025’s volatility has been like living in an “Alice in Wonderland” unreality. Risk teams have never been more important as a function to guide their businesses though challenges such as geopolitical risk events, trade disruption, economic volatility, and regulatory disruption.

Government 29

Government Management Customers 29

Advertisement

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

JUNE 13, 2025

Artificial intelligence (AI) agents are inherently capable of operating in regulatory frameworks, designed to perform targeted tasks within their predetermined environments.

Financial 53

Financial Chatbots Resources Customer Engagement 53

Forrester's Customer Insights

JUNE 13, 2025

Powerful AI tools are now widely available, and many are free or low-cost. This makes it easier for more people to use AI, but it also means the usual safety checks by governments — like those done by central IT departments — can be skipped.

Government 32

Government Tools Trends Management 32

Customer Think

JUNE 13, 2025

(The political backlash against ESG and other aspects of so-called “woke capitalism” is creating a conundrum for some marketers. On one hand, the backlash is real, and marketers would rather not attract the attention of anti-ESG partisans.

Marketing 49

Marketing 49