InMoment XI
MAY 22, 2025
In 2025, your reputation impacts your revenue more than ever before. The way customers find and choose brands has fundamentally changed. They’re no longer just scrolling through traditional search resultsthey’re asking ChatGPT, Googles Gemini, and other AI tools for help. These tools respond with curated summaries based on everything they can find about your brand online.
AWS Machine Learning
MAY 22, 2025
Improving response quality for user queries is essential for AI-driven applications, especially those focusing on user satisfaction. For example, an HR chat-based assistant should strictly follow company policies and respond using a certain tone. A deviation from that can be corrected by feedback from users. This post demonstrates how Amazon Bedrock , combined with a user feedback dataset and few-shot prompting, can refine responses for higher user satisfaction.
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ChurnZero
MAY 22, 2025
2025s first quarter was filled with exciting product updates and announcements for the ChurnZero team. Keep reading for highlights around our Engagement AI, new video AI integration with Synthesia, and collaboration improvements to Success Plans. 1: Engagement AI Details : Do you have a multi-faceted understanding of your customers health? While we know theres a treasure trove of insight buried in emails, meetings, and other touchpoints, no one has time to synthesize it all.
AWS Machine Learning
MAY 22, 2025
Amazon Q Business , with its enterprise grade security, seamless integration with multiple diverse data sources, and sophisticated natural language understanding, represents the next generation of AI business assistants. What sets Amazon Q Business apart is its support of enterprise requirements from its ability to integrate with company documentation to its adaptability with specific business terminology and context-aware responses.
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.
CSM Magazine
MAY 22, 2025
While providing outstanding service is vital, sometimes a little extra gesture, like a thoughtful thank you note, can take a customer’s experience from good to unforgettable. However, knowing exactly what to write in a thank you note can be a challenge. Should it be formal or casual? Sincere or strategic? The answer lies in striking the perfect balance between professionalism, authenticity, and a personalized touch.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Help Scout
MAY 22, 2025
The simplicity of Help Scout makes the work so much easier.
InMoment XI
MAY 22, 2025
Meeting customer needs is one of the biggest challenges for the rapidly evolving banking industry. Financial services customers expect faster, smoother, and more personalized journeys. According to a 2023 Accenture survey of banking customers, 72% said that personalization influences their choice of bank. These growing expectations call for AI-driven financial CX that delivers actionable insights for banks.
Comm100
MAY 22, 2025
Running an iGaming business is a wild ride. One minute you’re celebrating a spike in new signups, the next you’re wondering why your top players have disappeared. With customer support buzzing, compliance always lurking, and growth targets getting higher, it can feel like youre juggling fire. This is where the right metrics make all the difference.
Brandwatch CX
MAY 22, 2025
On the internet, and particularly on social media, anyone and everyone can talk about your brand and reach a huge audience. Whether its a celeb bigging up your product or a tweeted complaint going viral, you never know what the day will bring. Brand monitoring is the solution for keeping on top of this. What is brand monitoring? Brand monitoring is the process of monitoring various channels to find mentions of your brand and assessing what is being said about it.
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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.
Thematic
MAY 22, 2025
When it comes to sentiment analysis, most attention goes to model performance, dashboard visuals, or AI tooling. But there’s a foundational element that quietly determines whether your insights are sharp or seriously flawed: your dataset. For insights teams, a sentiment analysis dataset refers to the collection of customer feedback (think survey responses, support chat logs, product reviews, social media comments) that you feed into a platform like Thematic to detect patterns in sentiment
PeopleMetrics
MAY 22, 2025
Over the past few weeks, Ive written a lot about AI survey fraud, human verification, and the $10 million fraud case involving Op4G and Slice. That story raised a lot of justified fear but also some confusion. Specifically, around one term that keeps getting thrown around: Synthetic data. Lets clear this up now: Synthetic data is not inherently bad It is not the same thing as survey fraud And yes, it can be useful in market research and CX But heres the catch: Only if its built on a foundation o
Adrian Swinscoe
MAY 22, 2025
Todays interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesks [] The post Lushs Journey: Balancing Innovation, Empathy, and Customer Care Interview with Naomi Rankin of Lush first appeared on Adrian Swinscoe.
Pretium Solutions
MAY 22, 2025
Do you understand Director Penalty Notices and your obligations? As a company director, it is imperative to understand your obligations and the potential consequences of failing to meet them. One of the most significant risks you face is receiving a Director Penalty Notice (DPN) from the Australian Taxation Office (ATO). Learn more about the importance of understanding your obligations, the causes of receiving a DPN, the actions you should take upon receiving one, and how to remedy your situatio
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.
BirdEye
MAY 22, 2025
Are you tired of resubmitting verification videos on Google? Youre not alone. But Google has made the process a lot easier. With its latest update , called Video Previews , businesses can now watch their verification video before submitting it to the Google Business Profile team. This small but impactful addition puts control back in your hands. Instead of submitting and hoping you included everything, from your storefront signage to your business operations, you can now review, re-record, and r
Daniel Group
MAY 22, 2025
Spot near-miss moments in customer feedbackand turn warning signs into wins and improve CX. Welcome to the June 2025 edition of Success Strategies! I’ve been thinking lately about the small moments that shape customer relationshipsand how easily they can tip in the wrong direction if we’re not paying attention. This month, I’m sharing a few things that caught my eye: a new blog post outlining what you can learn from your safety program to improve CX, an article on how AI is cha
BirdEye
MAY 22, 2025
Local restaurant marketing isnt about being the best place in town, but the most discoverable. You could serve the best brisket on the block or host the coziest brunch in the city, but if you’re not showing up where your potential customers are lookingGoogle Maps, Instagram, or third-party restaurant review sites youll lose out to restaurants with stronger digital visibility.
CSM Magazine
MAY 22, 2025
UK consumers could receive up to 70 each following a 200m settlement approved by the Competition Appeal Tribunal against Mastercard. The lawsuit concerns transaction fees imposed on businesses from 1992 to 2008, leading to higher retail prices for shoppers. Former financial ombudsman Walter Merricks initiated the legal action, alleging that Mastercard’s fees violated competition laws.
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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.
CX University
MAY 22, 2025
CX University is proud to announce a strategic partnership with the Customer Experience Institute South Africa (CXI-SA), a collaboration that marks a significant milestone in our mission to develop customer experience (CX) professionals worldwide. Through this partnership, South African professionals now have access to CX Universitys globally recognized, fully online training programs, designed to equip them with the mastery skills to excel in one of the most impactful business disciplines today
CSM Magazine
MAY 22, 2025
Salesforce has introduced Agentforce for Financial Services, a new AI-driven solution designed to help financial institutions manage their dwindling workforces and rising client expectations. Agentforce includes pre-built, role-based AI agent templates that automate key front-office tasks without the need for coding. The technology operates autonomously using industry-specific data to deliver intelligent actions that align with firm standards and regulatory requirements.
The DiJulius Group
MAY 22, 2025
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of ‘Secret Service’ that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology.
CSM Magazine
MAY 22, 2025
Toshiba has partnered with Olmpica S.A. to enhance customer experiences and modernize checkout processes in Colombia. Olmpica S.A. becomes the first retailer in Latin America to implement Toshibas full ELERA Security Suite , utilizing AI-powered image recognition and behavioral detection at checkout to improve security and prevent losses. By deploying Toshibas Self-Checkout and advanced security solutions, Olmpica S.A. aims to boost operational efficiency and provide a seamless shopping experien
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Forrester's Customer Insights
MAY 22, 2025
Coupa Inspire 2025 unveiled an elevated brand and a new leadership team, on a mission to leverage two decades of spend data from 10 million buyers and suppliers to build and deploy an agent-driven engagement layer and pivot pricing to an accuracy-based value model.
CSM Magazine
MAY 22, 2025
A single, memorable interaction with a companys customer service can transform a first-time buyer into a long-term, loyal customer. In this article, we explore how customer service shapes consumer behavior and why businesses must prioritize it. The Role of Customer Service in Building Trust Trust is earned through consistency, and nowhere is this more evident than in customer service.
Forrester's Customer Insights
MAY 22, 2025
Risk management is extremely important in volatile times. Many organizations are working on scenario planning exercises to understand how to pivot in the coming months in hopes of preparing for the twists and turns that lie ahead. One new risk that organizations are considering? Emergency communications services.
CSM Magazine
MAY 22, 2025
Customer service and cyber security are no longer separate concerns. Businesses today must ensure their frontline service teams not only deliver excellent customer experiences but also act as guardians of sensitive personal data. From managing account credentials to addressing payment queries, customer service representatives interact daily with valuable information that could be exploited by cybercriminals.
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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.
Forrester's Customer Insights
MAY 22, 2025
Emerging Technologies beschleunigen sich nicht nur sie entwickeln sich in risikoreichere, leistungsstrkere und innovativere Richtungen. Entdecken Sie drei zentrale Entwicklungen aus den diesjhrigen Top 10 der aufstrebenden Technologien sowie eine grundlegende Wahrheit, die unverndert bleibt in dieser Vorschau auf unser bevorstehendes Webinar und unseren neuen Bericht.
CSM Magazine
MAY 22, 2025
ISC-CX has introduced an AI-powered CX Intelligence Framework, revolutionizing customer experience measurement. The framework combines traditional in-store evaluations with advanced AI technologies like emotion recognition and behavioral analysis. “Some talk about the future of CX. We prefer to launch it,” says Hannes Holzer, Head of IT at ISC-CX.
CSM Magazine
MAY 22, 2025
Customer experience can make or break a banks relationship with its customers. Its no longer just about offering competitive products or services. According to FICOs 2024 Bank Customer Experience Survey , 90% of Canadians prioritize customer experience as much as, or even more than, the banking products and services themselves. This shift in consumer expectations underscores the growing importance of delivering personalized, seamless, and satisfying interactions.
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