AWS Machine Learning

APRIL 10, 2025

As businesses and developers increasingly seek to optimize their language models for specific tasks, the decision between model customization and Retrieval Augmented Generation (RAG) becomes critical. In this post, we seek to address this growing need by offering clear, actionable guidelines and best practices on when to use each approach, helping you make informed decisions that align with your unique requirements and objectives.

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CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction?

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AWS Machine Learning

APRIL 10, 2025

Today, we are excited to announce that Mistral AI s Pixtral Large foundation model (FM) is generally available in Amazon Bedrock. With this launch, you can now access Mistrals frontier-class multimodal model to build, experiment, and responsibly scale your generative AI ideas on AWS. AWS is the first major cloud provider to deliver Pixtral Large as a fully managed, serverless model.

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Comparison Trends Financial Analysis 101

CSM Magazine

APRIL 10, 2025

By automating interactions with natural, human-like conversations, businesses can not only save time but also enhance the overall customer experience. Here, well explore how conversational AI works, its benefits, and steps to get started. What is Conversational AI? Conversational AI refers to technology (like AI-powered chatbots) that enables automated communication, mimicking human interactions through text or voice.

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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

APRIL 10, 2025

Today, businesses are using AI and generative models to improve productivity in their teams and provide better experiences to their customers. Personalized outbound communication can be a powerful tool to increase user engagement and conversion. For instance, as a marketing manager for a video-on-demand company, you might want to send personalized email messages tailored to each individual usertaking into account their demographic information, such as gender and age, and their viewing preference

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BirdEye

APRIL 10, 2025

Doctor reviews in Australia are becoming increasingly important in the healthcare decision-making process. With the rise of online platforms where patients can rate their doctors, more people are using these insights to assess healthcare providers before making appointments. The Australian Medical Association (AMA) considers doctor reviews essential for preserving the integrity of the healthcare system and enhancing patient care.

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Healthcare Advertising Feedback Wait Times 52

CSM Magazine

APRIL 10, 2025

Guadalajara International Airport (GDL), Mexico, has earned the prestigious 2024 Airport Experience Award in the “Airport Service Quality” (ASQ) category from Airports Council International (ACI). A Commitment to Excellence The ASQ program, recognized as the worlds leading airport passenger satisfaction initiative, evaluates more than 400 airports in 110 countries.

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Customer Service Travel Guidelines Customer Centricity 52

BirdEye

APRIL 10, 2025

Online reviews are critical to any business strategy in today’s digital world. Whether you’re running a local caf in Melbourne or managing a product or service brand, building a strong presence on Google can significantly boost your trust, visibility, and credibility in the Australian market. But not all reviews are created equal. While some businesses may be tempted to take shortcutslike buying fake feedbackthese tactics can lead to serious legal and reputational consequences.

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Policies Guidelines Feedback Consumers 52

CSM Magazine

APRIL 10, 2025

LuLu Hypermarket has added another illustrious accolade to its name by earning a spot in the Top 10 Brands 2024 at the prestigious Service Hero Customer Satisfaction Index Awards. This achievement serves as a testament to LuLus unwavering commitment to delivering outstanding customer service and exceeding shopper expectations across every touchpoint.

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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

The DiJulius Group

APRIL 10, 2025

Summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies.

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Optimove

APRIL 10, 2025

Managing Customer Data: CDP vs CRM Understanding the tools that manage and activate customer data is crucial for marketers. Two of the most talked-about platforms in this space are the Customer Data Platform (CDP) and Customer Relationship Management (CRM) system. While both help brands manage customer data, they serve distinct functions. Lets break down the difference between a CDP and CRM , how they work together, and where Optimove fits into the conversation.

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CRM eBook Customer Journeys Customer Relationship Management 52

Think Customers

APRIL 10, 2025

Businesses across every vertical from retail to banking, healthcare to high tech and travel might want to take a cue from fraudsters. In a word: Data. Scammers have been very successful at account takeovers (up 56%) and chargebacks (up 78%) in the past year, thanks to the robust data sets they are exploiting. Business would do well to step up their game and expand how they source and mine data, according to two experts sharing fraud mitigation insights and strategies on the LinkedIn Live webin

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Data Travel Healthcare Banking 52

BirdEye

APRIL 10, 2025

If youve ever Googled how to get more followers on TikTok , you already know how overwhelming the advice can be. From trendy sound clips to endless hashtag hacks, its hard to know what worksespecially when the TikTok algorithm keeps evolving. For TikTok userswhether youre an independent creator or a growing brandthe path to follower growth isnt about chasing virality.

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Tips Social Media How To Video 52

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.

Brands

CSM Magazine

APRIL 10, 2025

Two industry leaders, 3CLogic and Glidefast Consulting , have joined forces to deliver a powerful, integrated solution that bridges the gap between digital workflows and human interactions on ServiceNow. This expanded partnership builds on their shared vision of transforming customer engagement through advanced Contact Center-as-a-Service (CCaaS) and CRM solutions tailor-made for the ServiceNow ecosystem.

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Contact Center Consulting CRM Analytics 52

BirdEye

APRIL 10, 2025

Dentist reviews in the UK arent just casual testimonialstheyre the first checkpoint for patients deciding who’s the most reliable and best for their treatments. When the average appointment wait time stretches into weeks, and private dental practices charge a premium, most patients want to be extra sure theyre making the right choice. So, they turn to reviews to read what others experienced.

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Feedback How To Healthcare Wait Times 52

Forrester's Customer Insights

APRIL 10, 2025

When discussing digital transformation and innovation with clients in the banking and financial services (FS) sector, identity verification (IDV) often tops their agenda. A seamless digital onboarding experience is crucial, and it can determine whether a customer proceeds with or abandons a new banking relationship.

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Banking Financial Innovation Customer Experience 26

AWS Machine Learning

APRIL 10, 2025

Financial institutions today face an increasingly complex regulatory world that demands robust, efficient compliance mechanisms. Although organizations traditionally invest countless hours reviewing regulations such as the Anti-Money Laundering (AML) rules and the Bank Secrecy Act (BSA) , modern AI solutions offer a transformative approach to this challenge.

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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.

Wait Times

Forrester's Customer Insights

APRIL 10, 2025

When employees are engaged, a better customer experience follows. Learn about two core elements for building an EX-to-CX strategy.

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Connections Strategy Engagement Customer Experience 26

BirdEye

APRIL 10, 2025

Real estate reviews in Australia have shifted from being a nice-to-have to a must-have for businesses looking to thrive. However, the real challenge lies in ensuring that these reviews truly reflect the quality of your service. With countless review platforms offering feedback ecosystems, knowing which ones can be relied on is tough. Maybe youve come across Google reviews for real estate agents that feel too good to be true or received negative feedback that doesnt match the service you delivere

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Tools Tips Feedback Examples 52

Forrester's Customer Insights

APRIL 10, 2025

Read highlights from B2B Summit Become the Ultimate Campaign Tycoon workshop conducted at Forresters B2B Summit in Phoenix on April 1st.

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B2B Strategy Marketing 26

InteractionMetrics

APRIL 10, 2025

A lot of businesses collect customer feedbackbut do they turn it into real insight, or just a stack of random data? An even bigger question: do they actually know which types of customer satisfaction surveys best match their goals? When most people talk about different survey types, they focus on delivery formats: online surveys, phone surveys, mail surveys, or paper forms.

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Survey Customer Satisfaction Net Promoter Score Effort Score 40

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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.

Case Study

Forrester's Customer Insights

APRIL 10, 2025

Doubling down on customer insights, leaning into stability where it exists, and staying empathetic and adaptable will help B2B leaders stay on course.

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B2B Course Customer Insights Sales 26

AWS Machine Learning

APRIL 10, 2025

Training a frontier model is highly compute-intensive, requiring a distributed system of hundreds, or thousands, of accelerated instances running for several weeks or months to complete a single job. For example, pre-training the Llama 3 70B model with 15 trillion training tokens took 6.5 million H100 GPU hours. On 256 Amazon EC2 P5 instances (p5.48xlarge, each with 8 NVIDIA H100 GPUs), this would take approximately 132 days.

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PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. But AI is changing that in exciting ways! Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.

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Survey NPS Feedback Analysis 62

Opinionator

APRIL 10, 2025

Why Your Hospital Is Flying Blind on Food Feedback Your hospital food might be causing problems you don’t even know about. Think traditional patient feedback works? Think again. Paper surveys and old methods missup to 80%of crucialhospital food reviewsand complaints. This means unhappy patients, missed chances to improve, and potential impacts on recovery.

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Hospitality Feedback Survey 52

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.

ROI

Forrester's Customer Insights

APRIL 10, 2025

Forrester recently published our latest wave of BI research: The Forrester Wave: Business Intelligence Platforms, Q2 2025. There are two important takeaways from the research that are contrary to the media narrative on business intelligence: BI is Alive and Well.

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Analysis Data Technology Customers 36

Forrester's Customer Insights

APRIL 10, 2025

Announcing the Future of Commerce (US): Distributed and Dynamic Commerce Strategies Pave the Way to Intelligent Commerce. The cost of doing business is now a moving target, adding more complexity in an already challenging business environment.

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