CSM Magazine
FEBRUARY 4, 2025
From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. To truly excel in providing a personalized experience, businesses need to adapt their approach to cater to these diverse needs. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading.
Experience Investigators by 360Connext
FEBRUARY 4, 2025
What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.
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ShepHyken
FEBRUARY 4, 2025
I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.
AWS Machine Learning
FEBRUARY 4, 2025
The post showcases how generative AI can be used to logic, reason, and orchestrate integrations using a fictitious business process. It demonstrates strategies and techniques for orchestrating Amazon Bedrock agents and action groups to seamlessly integrate generative AI with existing business systems, enabling efficient data access and unlocking the full potential of generative AI.
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.
PeopleMetrics
FEBRUARY 4, 2025
When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Optimove
FEBRUARY 4, 2025
Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: In this post, sportsbooks get insights on how to capitalize on live betting in real-time. Optimove Insights analyzed data from over 4.1 million NFL bettors and 135 million wagers from September 2023 to the Super Bowl in February 2024. In addition, 356 U.S. NFL bettors ( see report ) were surveyed before the 2024 season.
CSM Magazine
FEBRUARY 4, 2025
When healthcare professionals take the time to really talk to their patients, the benefits are undeniable. Better care, stronger bonds, and happier patients are just the start. However, achieving this level of communication requires specific training and continuous effort. Here are five impactful ways to train healthcare staff to ensure better patient communication while enhancing the overall patient experience. 1.
BirdEye
FEBRUARY 4, 2025
A well-managed online reputation influences how the world sees your business. According to Birdeye’s Online Reviews Report , 68% of consumers check online reviews before choosing a local businessmaking a strong online presence essential. While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue.
CSM Magazine
FEBRUARY 4, 2025
Serviced offices have rapidly become the go-to solution for businesses looking to scale efficiently. They provide ready-to-use workspaces, complete with amenities and flexible lease terms. But theres one often-overlooked factor that makes serviced offices a powerful asset for growthoutstanding customer service. With 80% of customers saying that a company’s service is as important as its products, customer service is something that today’s businesses cannot afford to ignore.
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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.
Blake Morgan
FEBRUARY 4, 2025
Many leaders want to improve customer experience, but they struggle to find the time, resources, or strategies that make a real impact. The best organizations dont rely on one-time initiatives or complex programsthey build customer-focused cultures through small, consistent actions that empower employees to deliver great service.
NobelBiz
FEBRUARY 4, 2025
For years, lead generation businesses relied on a shared consent model , where consumers filling out a form could be contacted by multiple companies competing for their business. However, the FCC s proposed 1:1 consent rule aimed to restrict this practice , requiring individual consent for each business before outreach. Key Takeaways FCC Ruling & Compliance: The Eleventh Circuit vacated the FCCs 1:1 consent rule, keeping shared consent.
DCX
FEBRUARY 4, 2025
Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today! Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing? A few years ago, I was presenting a customer experience (CX) initiative to senior leadership.
SurveySensum
FEBRUARY 4, 2025
Do you know that 87% of folks support banning the sale of their personal information to third parties without their consent? In fact, 86% support requiring companies to minimize the types of user data they collect. With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have.
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.
Forrester's Customer Insights
FEBRUARY 4, 2025
Customer service leaders have long been promised that AI is the silver bullet for all their (many) challenges: streamlining workflows, enhancing customer satisfaction, and most importantly, reducing costs via lower call volumes. This enthusiasm has only intensified with the adoption of generative AI (genAI) in the enterprise.
Help Scout
FEBRUARY 4, 2025
2025 marks 14 years in business for Help Scout, and we recently made the most radical decision in our history: Help Scout no longer charges per seat.
Forrester's Customer Insights
FEBRUARY 4, 2025
Driving engagement is top of mind for most digital banking leaders. Forresters research reveals the immense value for both customers and banks of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a banks brand.
Amplifai Coaching Category
FEBRUARY 4, 2025
Discover how unified contact center management boosts efficiency, engagement, and retention. Learn actionable strategies for overcoming fragmented systems and unlocking team potential with AI-driven solutions.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Forrester's Customer Insights
FEBRUARY 4, 2025
GenAI isnt just generating captivating visuals; its changing how businesses scale creativity, engage audiences, and develop entirely new products.
Calabrio
FEBRUARY 4, 2025
Analytics Building a culture of growth: Why contact center agent training and coaching matter Share The world of contact centers has transformed dramatically over the years. Once perceived as high-turnover, low-growth workplaces, todays contact centers are embracing a paradigm shift. Today there is a greater appreciation than ever for the need for human agents to take care of customers more complicated and emotive queries.
Forrester's Customer Insights
FEBRUARY 4, 2025
Strategy without tactics is the slowest path to victory. Tactics without strategy is that noise you hear right before defeat. Sun Tzu, The Art of War Customer success (CS) practitioners often talk to me about postsale strategy and tactics.
Forrester's Customer Insights
FEBRUARY 4, 2025
Yes, really! Paint is downright useful now. Like many, Ive been using genAI systems for about two years. Nothing has quite triggered my imagination like Microsoft Paints Cocreator capability. The Concept is Straightforward: you can doodle using Paint, describe what you want, and genAI will create an image to your specifications.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Forrester's Customer Insights
FEBRUARY 4, 2025
Managed detection and response (MDR) without a doubt has successfully claimed the crown of all managed security services for making and keeping clients happy. Clients are far happier with MDR services than they ever were with legacy managed security service provider (MSSP)-style security services.
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