The DiJulius Group
MARCH 10, 2025
In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order.
ShepHyken
MARCH 10, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CSM Magazine
MARCH 10, 2025
SmartBear Customer Care team and Solutions Architect Joe Joyce earn global honors for customer service and support. SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service. Based in Galway, Ireland, Joe Joyce , Solutions Architect, earned a Gold Award for Sales Engineer of the Year.
2020 Research
MARCH 10, 2025
Join Ana Paola Bravo from De La Riva to discover how to leverage technology for a streamlined qual process.
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.
Brandwatch CX
MARCH 10, 2025
Discover the top 15 Facebook scheduling tools for streamlining your social media strategy and saving time. Improve the ROI of your social media campaigns.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 10, 2025
When businesses think about brand identity, they often focus on visual elements – logos, colour palettes, typography, and photography. While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. Whether through help-desk interactions, marketing messages, or automated responses, voice moulds perception and can ultimately determine customer loyalty.
Forrester's Customer Insights
MARCH 10, 2025
graphic created by prompting an LLM to create a graph model in neo4j As we approach the 2025 ServiceNow Knowledge and Atlassian Team conferences, IT management is entering a new era. The rapid adoption of AI-driven automation and the increasing use of graph-based models signal a fundamental shift in how organizations manage IT portfolios.
Calabrio
MARCH 10, 2025
Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. So, how are teams looking to increase revenue and drive savings? The overwhelming answer is with the help of the right technology, as businesses expand their contact center software budgets.
AWS Machine Learning
MARCH 10, 2025
Today, were announcing the general availability (GA) of multi-agent collaboration on Amazon Bedrock. This capability allows developers to build, deploy, and manage networks of AI agents that work together to execute complex, multi-step workflows efficiently. Since its preview launch at re:Invent 2024, organizations across industriesincluding financial services, healthcare, supply chain and logistics, manufacturing, and customer supporthave used multi-agent collaboration to orchestrate specialize
Advertisement
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.
Calabrio
MARCH 10, 2025
Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise. 3 out of every 4 consumers is a huge proportion, after all. However, as consumers, weve all encountered the full range of customer service experiences, from seamless resolutions to frustrating encounters.
AWS Machine Learning
MARCH 10, 2025
DeepSeek-R1 models, now available on Amazon Bedrock Marketplace , Amazon SageMaker JumpStart , as well as a serverless model on Amazon Bedrock , were recently popularized by their long and elaborate thinking style, which, according to DeepSeeks published results, lead to impressive performance on highly challenging math benchmarks like AIME-2024 and MATH-500, as well as competitive performance compared to then state-of-the-art models like Anthropics Claude Sonnet 3.5, GPT 4o, and OpenAI O1 (more
Calabrio
MARCH 10, 2025
Analytics How Retail Brands Can Leverage Intelligence Reduce Product Returns & Combat Serial Returners Share For retail brands, returns are anything but a small issue. On the one hand, offering flexible returns is a key part of meeting expectations and supporting an effective overall customer experience. On the other, so-called serial returners and too-flexible policies can drive incredibly harmful costs.
Optimove
MARCH 10, 2025
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: March Madness 2024 saw a shift in betting behavior, with the mens tournament still dominating bet volume while the womens tournament experienced explosive betting growth. This presents both a challenge and an opportunity for operators: targeting long-term, high-value players while avoiding one-and-done bettors.
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.
Calabrio
MARCH 10, 2025
Analytics 6 Ways Managers Can Increase Team Accountability Share Accountability is one of those terms that, as frequently as it gets used in the contact center and beyond, it risks becoming an empty buzzwordeven as it remains fundamentally important all business endeavors. After all, a teams success hinges upon accountability. And as a manager, youre not only responsible for holding yourself accountable, youre also responsible for creating a culture of accountability on your team.
AWS Machine Learning
MARCH 10, 2025
Investment professionals face the mounting challenge of processing vast amounts of data to make timely, informed decisions. The traditional approach of manually sifting through countless research documents, industry reports, and financial statements is not only time-consuming but can also lead to missed opportunities and incomplete analysis. This challenge is particularly acute in credit markets, where the complexity of information and the need for quick, accurate insights directly impacts inves
ShepHyken
MARCH 10, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs.
Adrian Swinscoe
MARCH 10, 2025
Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.
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.
CSM Magazine
MARCH 10, 2025
Business Systems Ltd , an industry expert in future-ready digital communications solutions, has announced the promotion of Andrew Jacobs to Managing Director. Andrew will lead the company as it continues to drive forward its strategic growth in the contact centre sector. Having served as Chief Architect and successfully managing the company’s operational and technical functions, Andrew is now responsible for the overall direction and success of Business Systems, reporting to CEO Mike Warde
SurveySensum
MARCH 10, 2025
With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty.
CSM Magazine
MARCH 10, 2025
From catching tumors earlier to personalizing skin treatments, AI isnt just augmenting healthcare its redefining whats possible. Were grateful to Blackthorn AI for sharing expert insights on AI biomedical engineering based on the projects they developed. Breast Cancer Detection: Reducing Human Error with Vision AI Radiologists face immense pressure.
BirdEye
MARCH 10, 2025
A Google Business Profile (GBP)formerly Google My Business (GMB) is an essential tool for businesses that aim to maintain a strong online presence. However, managing and tracking your GBP performance metrics can be complex, especially if youre managing a multi-location business. That’s where the role of a Google My Business reporting tool comes in.
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
CSM Magazine
MARCH 10, 2025
The online casino industry is hyper-competitive. There is a limit to how much a casino can give away in promotions to acquire a new customer, and there are only so many games that publishers are distributing. One way, though, to differentiate is through customer service – particularly for low deposit casinos. Its common for customers to flitter between companies, rinsing them for their sign-up bonuses, and so customer service is a major to try and retain them.
BirdEye
MARCH 10, 2025
Lets say your business is undergoing a rebrand. You’ve updated your logo, website, and social media, but now the tricky part is changing your Google My Business name. It seems like a simple task, but one big question looms over the process: Will you lose all the positive reviews youve worked so hard for? You’re not alone if you’re wondering about the impact of changing your Google My Business name.
Optimove
MARCH 10, 2025
Ready to join the Positionless Marketing movement? Schedule a demo with Optimove, get your first month free* Do more when you go Positionless: Optimove shatters the handcuffs of traditional assembly line marketing, enabling anyone to do anything and be everything: Identify customer patterns with AI-automated recommendations based on past behavior, campaign engagement, and predictive modeling Discover valuable segments and personalize campaigns for each customer without relying on other teams E
CSM Magazine
MARCH 10, 2025
Warehouses with multiple levels require a wide range of equipment and machinery to function smoothly. Reaching the mezzanine levels is vital to maximising the use of space, whether used for self-storage, industrial manufacturing or retail purposes. With warehouse workers growing in numbers significantly every year, you need to make sure that you take steps to reduce workplace injury potential.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Optimove
MARCH 10, 2025
Ready to join the Positionless Marketing movement? Schedule a demo with Optimove, get your first month free* Do more when you go Positionless: Optimove shatters the handcuffs of traditional assembly line marketing, enabling anyone to do anything and be everything: Identify customer patterns with AI-automated recommendations based on past behavior, campaign engagement, and predictive modeling Discover valuable segments and personalize campaigns for each customer without relying on other teams E
Expert insights. Personalized for you.
94 
Let's personalize your content