CX Journey

MAY 14, 2025

As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.

Leadership 268

Leadership Customer Journeys Customer Centricity Culture 268

InMoment XI

MAY 14, 2025

The AERs Customer Engagement Toolkit is pushing energy providers to change how they engage with customers. Heres what it meansand how your brand can benefit. Are we doing enough to build trust with our customers? What does meaningful engagement actually look like? Where do we start without overwhelming our teams? If youre a CX leader in the energy sector, these questions probably feel familiar.

Brands 195

Brands Exercises Feedback Customer Engagement 195

Calabrio

MAY 14, 2025

Workforce Management Workforce Forecasting: How to Predict Staffing Needs Jump ahead Key Takeaways What is Workforce Forecasting? Why Workforce Forecasting is Important Key Methods for Workforce Forecasting Metrics to Track for Accurate Forecasting Step-by-Step Guide to Forecasting Staffing Needs Common Challenges and Solutions How Calabrio Can Help with Workforce Forecasting Best Practices for Implementation Understanding Forecasting with Calabrio Share Book a demo Lets get started Right now, c

Contact Center 130

Contact Center How To Multi-Channel Self Service 130

InMoment XI

MAY 14, 2025

A note to InMoment clients from Kyle Ferguson, CEO of Press Ganey Forstas Cross-Industries Division Today is an exciting day for experience technology InMoment is now officially part of Press Ganey Forsta , a leading provider of experience measurement, data analytics and insights. Let me start by saying how genuinely excited I am to welcome InMoments clients, employees, and partners into the Press Ganey Forsta family.

Roadmap 195

Roadmap Insurance Healthcare Innovation 195

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.

Sales

AWS Machine Learning

MAY 14, 2025

According to a Gartner survey in 2024 , 58% of finance functions have adopted generative AI, marking a significant rise in adoption. Among these, four primary use cases have emerged as especially prominent: intelligent process automation, anomaly detection, analytics, and operational assistance. In this post, we show you how Amazon Q Business can help augment your generative AI needs in all the abovementioned use cases and more by answering questions, providing summaries, generating content, and

Financial 97

Financial Groups Data Analysis 97

AWS Machine Learning

MAY 14, 2025

This post is the second part of the DeepSeek series focusing on model customization with Amazon SageMaker HyperPod recipes (or recipes for brevity). In Part 1 , we demonstrated the performance and ease of fine-tuning DeepSeek-R1 distilled models using these recipes. In this post, we use the recipes to fine-tune the original DeepSeek-R1 671b parameter model.

Training 72

Training Multi-Channel Customers Data 72

CSM Magazine

MAY 14, 2025

Customer service is no longer plainly about solving problemsits about creating experiences people remember. In 2025, customers expect faster responses, smoother journeys, and a personal touch, whether chatting with a bot or speaking to a real person. To keep up, companies are turning to industry leaders and experts, setting the tone for what great service looks like today.

Customer Service 52

Customer Service Hospitality Omni-Channel Guest Experience 52

Support EXP

MAY 14, 2025

Discover how digital transformation in banking equips and empowers regional and community banks with the tools to enhance customer engagement, streamline operations, and be competitive into the future. In todays fast-paced digital world, execs of regional and community banks are feeling the pressure. Consumers expect modern banking services to be instant, personalized, and on-demand.

Banking 52

Banking Strategy Financial Omni-Channel 52

CSM Magazine

MAY 14, 2025

Field operations used to be a straightforward game. A call came in, a job was logged, someone got in a truck, and it got done. But that rhythm doesn’t hum like it used to. These days, the pressure is different. Crews face more demands in less time. Customers expect instant updates. Systems dont talk to each other. And through all of it, support teams often struggle to keep up.

Customer Service 52

Customer Service System Training Customers 52

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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

BirdEye

MAY 14, 2025

Your Google hotel review page is often the first thing customers search for to scan star ratings, scroll through guest reviews, and glance at photos and room amenities. What your satisfied guests say on that page can determine whether someone books with you or moves on to a competitor. If your property has too few good reviews, outdated feedback, or vague guest comments, it doesnt matter how beautiful your rooms are or how competitive your rates lookyour listing will likely get skipped.

Hotels 52

Hotels Travel Guest Experience Tips 52

CSM Magazine

MAY 14, 2025

In the fast-paced world of online slots, where players spin reels from every corner of the globe, exceptional customer service stands as a cornerstone of success. Why customer service matters cannot be overstatedit shapes the player experience, fosters trust, and drives business growth for online casinos. Unlike traditional casinos, where face-to-face interactions build rapport, online platforms rely on responsive, empathetic support to create a welcoming environment.

Tips 52

Tips Customer Service Exceptional Customer Service Loyalty 52

InteractionMetrics

MAY 14, 2025

Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. Here’s What NOT to do: Most companies dont want to collect customer feedback in all its various forms, so they send their survey from a do-not-reply platform.

Survey 52

Survey Metrics Interaction Feedback 52

CSM Magazine

MAY 14, 2025

In 2025, Affiliate marketers will have to enhance their strategies to continue competing profitably and on a sustained basis. Basic link placement on blogs and social media was no longer sufficient to achieve success, and strategic execution based on audience engagement, data analysis, and market flexibility was made mandatory. These are the best strategies in order to scale your affiliate marketing earnings, regardless of how much experience you have.

Strategy 52

Strategy Marketing Return on Investment Social Media 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

Blueshift

MAY 14, 2025

If you’re looking for Klaviyo alternatives because you feel like you’ve hit a ceiling with what it can offer, you’re not alone. Klaviyo has established itself as a robust email marketing platform, offering features like advanced segmentation, automation workflows, and seamless e-commerce integrations. These capabilities have made it a popular choice for many businesses aiming to enhance their email marketing strategies.

Marketing 59

Marketing e-support Touchpoint System 59

CSM Magazine

MAY 14, 2025

If youre serious about scaling your business with GoHighLevel (GHL), one of the best decisions you can make is hiring a high level consultant who specializes in marketing automation software. right consultant. And I emphasize right because there are hundreds of self-proclaimed GHL experts floating around on Upwork, Facebook, and Fiverr who barely know how to build a pipeline, let alone optimize one.

CRM 52

CRM How To Consulting Video 52

CX Network

MAY 14, 2025

Learn about how to keep customer experience (CX) human in the age of artificial intelligence

Customer Experience 59

Customer Experience How To Customers 59

Help Scout

MAY 14, 2025

We want people to tell us whats not working, what is confusing, what felt bad to them about our service. We need to know before we can fix it. Here's how.

Customers 59

Customers 59

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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

Gainsight

MAY 14, 2025

Long-term, sustainable growth requires a thriving customer base. Beyond upsells and expansion opportunities, existing customers build the foundation of the community that surrounds each company. A strong community can help foster relationships, drive feature adoption, and act as references for potential customers. In other words, an active, engaged community is critical for growth.

Connections 40

Connections Social Media Roadmap Resources 40

Help Scout

MAY 14, 2025

Discover the 10 best chatbots for customer service teams, from help desks with chatbot features to standalone plug-and-play options.

Chatbots 45

Chatbots Customer Service Customers 45

Customer Think

MAY 14, 2025

Comprehensive solution captures all interactions between AI and Human agents

Interaction 45

Interaction Report Customers 45

Forrester's Customer Insights

MAY 14, 2025

AIOps is changing the game for IT teamshelping them make smarter decisions, bounce back faster from issues, and keep customers happy. Find out how businesses are using it to stay ahead in todays fast-moving world.

Innovation 36

Innovation Analysis Data Technology 36

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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

Optimove

MAY 14, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Optimove Insights is the analytical and research arm of Optimove, the #1 CRM Marketing Solution for iGaming and Sports Betting. For iGaming operators, Optimove Insights Pulse Snapshot reveals how regional and seasonal dynamics shape betting behavior, providing a vital edge for optimizing acquisition and retention strategies.

Sports 52

Sports CRM Trends Tips 52

Forrester's Customer Insights

MAY 14, 2025

Global capability centers (GCCs) are surging in popularity. NASSCOMs recently concluded GCC Summit 2025 showcased the evolution of the countrys rapidly evolving GCC ecosystem. Forrester attended the event and spoke to several GCC leaders as well providers serving the GCCs.

Technology 26

Technology Strategy 26

AWS Machine Learning

MAY 14, 2025

PixArt-Sigma is a diffusion transformer model that is capable of image generation at 4k resolution. This model shows significant improvements over previous generation PixArt models like Pixart-Alpha and other diffusion models through dataset and architectural improvements. AWS Trainium and AWS Inferentia are purpose-built AI chips to accelerate machine learning (ML) workloads, making them ideal for cost-effective deployment of large generative models.

How To 52

How To Training Innovation Examples 52

Forrester's Customer Insights

MAY 14, 2025

RSAC is the largest cybersecurity conference in the world. Leaders and practitioners across all sectors come together to tackle challenges, all under the maxim of managing risk. But what does risk actually mean at a security conference? Is it a mythical pursuit? Marketing buzzword? Or generic substitute for the thing we need to detect/prevent/remediate?

Conference 26

Conference Management Marketing Customers 26

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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.

Contact Center

AWS Machine Learning

MAY 14, 2025

PixArt-Sigma is a diffusion transformer model that is capable of image generation at 4k resolution. This model shows significant improvements over previous generation PixArt models like Pixart-Alpha and other diffusion models through dataset and architectural improvements. AWS Trainium and AWS Inferentia are purpose-built AI chips to accelerate machine learning (ML) workloads, making them ideal for cost-effective deployment of large generative models.

How To 62

How To Training Innovation Examples 62

Forrester's Customer Insights

MAY 14, 2025

Boardrooms are abuzz with meetings to tackle head on the reverberations of country-specific US tariffs on the world and the subsequent retaliatory measures from large global trading partners, such as from Canada, China, the EU, Mexico, etc. These organizations, transcending industries, are all grappling with increased costs, disrupted supply chains, and heightened uncertainty.

Automotive 26

Automotive Strategy Measurement Meeting 26