BlueOcean

MAY 7, 2025

Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if its implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, your revolutionary analytics platformthey’re all just expensive disappointments waiting to happen without a strategic implementation pl

Technology 156

Technology Customer Experience CRM Average Handle Time 156

ECXO

MAY 7, 2025

The HX of Decision-Making How Companies (and People) Make the Right Choices Welcome Back to the HX Revolution Welcome back to The HX Revolution a journey that has taken us through the heart of what makes modern organizations not just functional, but human. If you’ve been with us from the beginning, you know this is more than a frameworkit’s a movement.

Leadership 156

Leadership Culture Groups System 156

Comm100

MAY 7, 2025

The best support agents in any organization are easily recognizable; they remain calm under pressure, are lightning-fast with their answers, and are extremely detail-oriented. Now imagine giving every agent on the team the same superpowers. Thats the promise of AI Copilots. Theyre not here to replace your team; theyre here to amplify their impact. From surfacing the right information at the right time to rewriting responses with perfect tone and clarity, AI Copilots work behind the scenes to rem

Customer Service 130

Customer Service ROI Effort Score Knowledge Base 130

Zeisler Consulting

MAY 7, 2025

Everything is digital these days. I know, I know; I sound like an old man…perhaps shaking his fist and yelling at clouds. And of course its an exaggeration. And Im not talking about how even traditionally brick-and-mortar brands allow you to order their goods online and have them delivered to your home. Nor do I mean that even my dentist has a website nowadays (I had to throw in the word nowadays to keep my old-man cred).

Customer Centricity 93

Customer Centricity Policies System Brands 93

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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

Thematic

MAY 7, 2025

Investing in customer experience (CX) initiatives pays off—research shows a $1B company can gain an extra $700M in revenue within 3 years by improving CX. The challenge is knowing where to invest for maximum impact. Enter thematic analysis —analyze customer feedback for recurring patterns and urgent concerns. When you analyze customer feedback at scale, CX teams can uncover what matters most—what’s working, what’s not, and where the biggest opportunities lie.

Feedback 62

Feedback Customer Journeys Self Service Analysis 62

Optimove

MAY 7, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: In reading this post, marketers will learn how Positionless Marketing is reshaping the future of marketing execution from concept to campaign. Theyll understand how autonomy, enabled by the right combination of data, creative, and optimization capabilities, frees marketing teams from the limitations of fixed roles, giving them the power to execute any task instantly and independently.

Connections 52

Connections Marketing Consumers Tips 52

Customer Think

MAY 7, 2025

In a world where customer expectations are evolving faster than ever, businesses are under increasing pressure to deliver not just service, but exceptional experiences. Enter Artificial Intelligence (AI), a transformative force that is rapidly reshaping how organizations approach customer engagement.

Customer Experience 45

Customer Experience Customer Expectations Customer Engagement Customers 45

Optimove

MAY 7, 2025

Optimove Orchestrate Give your teams access to a comprehensive Single Marketing View for campaign management, orchestration and decisioning. Single Customer View Every Optimove client receives a customized predictive customer model that reflects its distinct business DNA and unique customer data. This customer model integrates information from four main sources: first-party raw data, on-site/in-app user activity, third-party data and campaign response history.

Customer Journeys 52

Customer Journeys Analytics Call Center Interaction 52

Customer Think

MAY 7, 2025

Today’s consumers are watching every dollar more closely. But they’re not just scrutinizing prices. They’re looking at the full experience, from browsing, to buying, to post-purchase service, and expecting more at every step. This shift is transforming customer service. Once seen as a cost to manage, it’s becoming a make-or-break moment in the customer journey.

Customer Service 53

Customer Service Customer Journeys Consumers Customers 53

Speaker: Kevin Burke, Founder & Managing Director at Digital One and AI & Automation Consultant

AI and automation are currently transforming the way sales and marketing teams operate. Generative AI crafts personalized outreach at scale, while conversational AI bots are engaging prospects in real time. Robotic process automation streamlines manual workflows by triggering tasks the moment a prospect takes a key action, and advanced AI analytics surface hidden patterns in the pipeline, improve forecasting, and help teams make data-driven decisions with confidence.

Sales

CX Journey

MAY 7, 2025

Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used?

Customer Journeys 203

Customer Journeys Employee Experience Culture Customers 203

AWS Machine Learning

MAY 7, 2025

This post is co-written with Kilian Zimmerer and Daniel Ringler from Deutsche Bahn. Every day, Deutsche Bahn (DB) moves over 6.6 million passengers across Germany, requiring precise time series forecasting for a wide range of purposes. However, building accurate forecasting models traditionally required significant expertise and weeks of development time.

Training 106

Training Transportation Data Retail 106

Interactions

MAY 7, 2025

Contacting a utility companys customer service is no ones idea of a fun way to spend an afternoon. Yet, some aspects of the customer experience are particularly frustrating for utility customerslong wait times, confusing payment processes, and poor communication are among the most common complaints. Dissatisfied customers can cost your business more than just goodwill.

Company 62

Company Wait Times Contact Center Chatbots 62

Customer Think

MAY 7, 2025

Personas are fictional characters that are created to represent ideal prospects or actual customers based on needs, pain points, problems to be solved, jobs to be done, preferences, expectations, goals, and more. Personas are research based, created by starting with customer interviews and then fine tuning with validation surveys.

Survey 56

Survey Customers Customer Base Strategy 56

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

CSM Magazine

MAY 7, 2025

Spade69 online casino has rapidly established itself as a premier destination for Australian players seeking high-quality online gaming experiences. With its extensive library of over 2,000 games, the platform offers a diverse range of slots, table games, and live dealer options, ensuring that every type of gambler finds something to indulge in. Licensed by the stringent Curacao eGaming authority, Spade69 emphasizes security and fair play, offering state-of-the-art encryption and RNG certificati

Banking 52

Banking User Experience Policies Entertainment 52

Customer Think

MAY 7, 2025

Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobe’s annual customer event. Last year‘s event was dominated by news of how Adobe was leveraging generative AI and infusing it across its platform and product set to help brands achieve personalization at scale.

Innovation 56

Innovation B2B Brands Customers 56

CSM Magazine

MAY 7, 2025

The modern financial landscape is defined by an unprecedented surge in data volume, velocity, and variety, demanding immediate insights for survival. High-frequency trading algorithms require millisecond-level responses, while real-time risk models and instant fraud alerts are crucial for mitigating losses and ensuring compliance. Traditional centralized cloud infrastructures often struggle with the inherent latency and bandwidth limitations required for such instantaneous processing, alongside

Financial 52

Financial Data Government How To 52

Customer Think

MAY 7, 2025

Artificial intelligence (AI) is changing the world, and youve probably heard of it before. But theres one specific type of AI thats starting to get a lot of attention: Agentic AI. It sounds complicated, but don’t worry!

Customer Engagement 56

Customer Engagement Technology Engagement Customers 56

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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

Uplight

MAY 7, 2025

We’re excited to share that Uplight is yet again recognized as a Leader in the 2025 Home Energy Management Systems (HEMS) Providers Leaderboard Report by Guidehouse Research, ranking #2 among the industry’s top providers. Guidehouse Researchs HEMS Leaderboard evaluates companies that offer solutions to measure, monitor, and manage residential energy usageboth in homes and across Read More The post Uplight Secures Strong Position in 2025 Guidehouse Research HEMS Leaderboard appeared f

Measurement 52

Measurement Report System Industry 52

Customer Think

MAY 7, 2025

In 2025, eCommerce is built around personalization. With more choices than ever, customers are gravitating toward brands that make them feel seen, understood, and valued.

Ecommerce 49

Ecommerce Customer Experience Study Brands 49

Forrester's Customer Insights

MAY 7, 2025

The Asia Pacific region is no longer following global tech trends it is setting them. Once seen as a fast adopter, APAC is now a bold innovator, building new technologies from the ground up. Get some examples and use cases in this preview of our upcoming webinar.

Technology 32

Technology Trends Innovation Examples 32

Customer Think

MAY 7, 2025

Let’s be honest: despite all the chatbot hype, we’re only now seeing truly meaningful advancements with the rise of Large Language Models. Years of overpromising and underdelivering have left customers skeptical, with many still reaching for the “talk to a human” option at the first sign of trouble.

Customer Service 49

Customer Service Chatbots Customers Technology 49

Speaker: David Worrell, CFO, Author & Speaker

Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.

Financial

Forrester's Customer Insights

MAY 7, 2025

RSAC Conference 2025 started off strong last Monday morning with the 20th annual Innovation Sandbox competition. For those unfamiliar with the competition, ten emerging cybersecurity companies give a three-minute pitch to a panel of judges, who ask questions and then select a winner and a runner-up.

Conference 29

Conference Innovation Company Trends 29

Customer Think

MAY 7, 2025

Empowering Employees to Meet Customer Expectations Shep interviews Eric D. Stone, founder of Clear Path Ventures and author of Jumpstart Your Workplace Culture. He talks about creating a company culture focused on delivering an exceptional customer experience by nurturing strong relationships, setting clear expectations, and fostering employee growth.

How To 45

How To Culture Customer Expectations Meeting 45

Forrester's Customer Insights

MAY 7, 2025

The race is on! Entries are now open for the Forrester B2B Summit EMEA Awards, taking place in London from October 68, 2025. The deadline for submissions is June 30, 2025, and you can find the entry form here. What Makes a Winning Entry?

B2B 26

B2B Measurement Marketing 26

Customer Think

MAY 7, 2025

Youve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced you to choose between three irrelevant response options, none of which applied to you.

Survey 45

Survey Analysis Tips Voice of Customer 45

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Forrester's Customer Insights

MAY 7, 2025

How do you spend your work day?

Report 26

Report Data Management Employee Experience 26

Customer Think

MAY 7, 2025

Your company is facing an increasingly strong competitor – yet you wont find them listed in any Google search of the key players in your marketplace. But this competitor is playing a powerful and often-undefined role in almost every significant B2B buying decision.

B2B 45

B2B Sales Company 45

Forrester's Customer Insights

MAY 7, 2025

Back in 2007, the first US federal CIO, Vivek Kundra, was appointed. Shortly after in December of 2010, he launched one of the worlds first cloud-first initiatives, making many US federal agencies such as the General Services Administration (GSA) some of the earlier innovators in this arena.

Innovation 26

Innovation Data Management Customers 26