eglobalis
APRIL 27, 2025
In tr od uc ti on [link] Agentic AI has emerged as a next-frontier concept in artificial intelligence, promising a paradigm shift in how businesses engage with customers. Unlike traditional or even generative AI, which react to prompts by producing content, Agentic AI refers to AI agents endowed with autonomous decision-making able to set goals, reason, and take actions with minimal human input.
ShepHyken
APRIL 29, 2025
So you dont have to These five words are powerful, and whether or not customers realize it, they love them. Think about what makes certain companies stand out from their competitors. Is it their product? Is it price? These matter, but as Ive been preaching for decades, the differentiator is the customer experience. And specifically, the experience I want to focus on in this article is convenience.
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CX University
APRIL 29, 2025
In my Golden Rules of CX series, I started with the bold assertion that achieving extraordinary results requires courage. Customer Experience (CX) practitioners often struggle to secure budget approval due to institutional resistance. One of the biggest obstacles to transformative CX are organizational silos – structural and behavioral barriers that hinder collaboration, innovation, and customer-centric thinking.
Experience Investigators by 360Connext
APRIL 29, 2025
Customer experience initiatives aren’t delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality. In this thought-provoking episode, we tackle a question about aligning a company’s CX mission statement with the actual employee experience.
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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.
Thematic
APRIL 30, 2025
It’s no secret that winning brand loyalty is harder than ever. Nearly half of the customers who ditched a brand they once loved in the past year cite poor experiences as the reason. With endless options a click away, consumers won’t stick around after bad interactions. So how can businesses turn the tide on declining loyalty? The answer lies in harnessing customer engagement insights—the rich clues hidden in how your customers behave and what they say.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
MAY 2, 2025
In this post, we showcase how Dr. Kori Ramajoo, Dr. Sonia Brownsett, Prof. David Copland, from QARC, and Scott Harding, a person living with aphasia, used AWS services to develop WordFinder, a mobile, cloud-based solution that helps individuals with aphasia increase their independence through the use of AWS generative AI technology. In the spirit of giving back to the community and harnessing the art of the possible for positive change, AWS hosted the Hack For Purpose event in 2023.
TechSee
MAY 1, 2025
Across Europe, a silent but seismic change is reshaping how service is delivered. From telecom providers to home security firms, leading brands are shifting their approach—from reactive support to visual-first resolution. And at the center of that shift is Visual Agentic AI. Why now? Because customer expectations are climbing, field service costs are rising, and pressure to reduce carbon footprints is growing.
CX Journey
APRIL 30, 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. I also advocate for using some of the bread crumbs of data that customers leave behind as they interact and transact with the brand to make these personas more robust
ShepHyken
APRIL 29, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a ‘wow moment’ in customer interactions? How can organizations operationalize positive customer feedback? How can an organization create a workplace culture focused on providing an amazing customer experience? Why is it important for employees to have clear goals and expectations?
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.
AWS Machine Learning
APRIL 29, 2025
Cities and local governments are continuously seeking ways to enhance their non-emergency services, recognizing that intelligent, scalable contact center solutions play a crucial role in improving citizen experiences. InterVision Systems, LLC (InterVision), an AWS Premier Tier Services Partner and Amazon Connect Service Delivery Partner, has been at the forefront of this transformation, with their contact center solution designed specifically for city and county services called ConnectIV CX for
TechSee
APRIL 30, 2025
In the fast-paced world of service delivery, the most significant threat isn’t always external competition—it’s the silent erosion of internal expertise. Tribal knowledge—the unwritten, experience-based insights held by agents, technicians, and service staff—drives efficient resolutions, smooth workflows, and high customer satisfaction.
Thematic
APRIL 30, 2025
What if your team could spot and fix a customer problem before it ever becomes a massive pool of complaints? That’s the power of the inner loop—a key part of a modern customer feedback loop that focuses on fast, frontline action. Unlike traditional systems that wait for issues to pile up, the inner loop empowers employees to respond to feedback in real time.
ShepHyken
APRIL 27, 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. Valuable Experience by William Grobel (Deloitte) CX is a significant influence on revenue and 87 per cent of business leaders say its their top growth driver.
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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.
AWS Machine Learning
APRIL 29, 2025
In the era of generative AI , new large language models (LLMs) are continually emerging, each with unique capabilities, architectures, and optimizations. Among these, Amazon Nova foundation models (FMs) deliver frontier intelligence and industry-leading cost-performance, available exclusively on Amazon Bedrock. Since its launch in 2024, generative AI practitioners, including the teams in Amazon, have started transitioning their workloads from existing FMs and adopting Amazon Nova models.
CSM Magazine
APRIL 29, 2025
Certain cities across the United States stand out as hubs for outstanding customer service, setting benchmarks for others to follow. Whether youre a customer seeking the best experiences or a business looking to learn from the best, here are the top US cities renowned for their amazing customer service. 1. Seattle, WA The Home of Empathy and Innovation Seattle has carved its place as a trailblazer in customer service, thanks to its innovative tech culture and deep commitment to empathy.
Thematic
MAY 1, 2025
Customer loyalty isn’t just a feel-good concept—it’s a growth engine. As the Wyndham CMO puts it, “Not only are our rewards members repeat visitors, they spend more when they return and they return more often… They also have a higher affinity to say to friends and family, ‘You should be staying at these brands, too.
Blake Morgan
APRIL 29, 2025
In every industry, one truth stands out: people want to be heard. Whether it is a patient in an exam room, a customer on hold, or a frontline employee offering feedback, listening with intention changes everything. That is the insight Heather Brace , EVP and Chief People Officer at Intermountain Health , shared with me at the recent Qualtrics X4 Annual Conference on The Modern Customer Podcast.
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.
AWS Machine Learning
MAY 2, 2025
The Amazon Bedrock multi-agent collaboration feature gives developers the flexibility to create and coordinate multiple AI agents, each specialized for specific tasks, to work together efficiently on complex business processes. This enables seamless handling of sophisticated workflows through agent cooperation. This post aims to demonstrate the application of multiple specialized agents within the Amazon Bedrock multi-agent collaboration capability, specifically focusing on their utilization in
CSM Magazine
APRIL 29, 2025
Digital customer experiences demand speed and convenience at every step in the buyer’s journey, and payments are no exception. Real-time payment systems are game-changers for meeting these expectations. They’re effectively revolutionizing the CX landscape by delivering instant transactions, enhanced transparency, and reduced friction. This shift is satisfying instant gratification while inspiring trust, facilitating financial management, and creating new business opportunities.
Thematic
APRIL 29, 2025
If you work on a Voice of Customer (VoC) team, you already know the drill: feedback is everywhere. It’s coming in through surveys, support tickets, online reviews, call transcripts, social posts—you name it. There’s no shortage of voices. The hard part is a) actually making sense of it all, especially when every tool speaks a different language, and b) acting on all this feedback in a way that drives company growth.
Adrian Swinscoe
APRIL 29, 2025
Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobes annual customer event. Last years event was dominated by news [] The post Key insights from Adobe Summit on agentic AI and B2B innovation first appeared on Adrian Swinscoe.
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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.
AWS Machine Learning
MAY 1, 2025
Multimodal fine-tuning represents a powerful approach for customizing foundation models (FMs) to excel at specific tasks that involve both visual and textual information. Although base multimodal models offer impressive general capabilities, they often fall short when faced with specialized visual tasks, domain-specific content, or particular output formatting requirements.
DCX
APRIL 27, 2025
Welcome to the DCX weekly roundup of customer experience insights! If there’s one thing this week’s stories prove, it’s this: the old playbooks are done. In 2025, customer experience isn’t a department—it’s the differentiator. We’re seeing a shift toward bold, human-first leadership. Whether it’s CEOs who sleep in their own listings, exec teams welcoming raw customer feedback, or CX teams learning hard lessons about deploying AI with intention̵
Alida
APRIL 30, 2025
In the realm of digital design, the terms User Experience (UX) and User Interface (UI) are often used interchangeably. However, they represent distinct facets of the design process, each playing a crucial role in creating products that resonate with users. Understanding the differences between UX and UI is essential for businesses aiming to deliver exceptional digital experiences.
Adrian Swinscoe
MAY 2, 2025
Todays interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be [] The post Why businesses need to invest in both brand and customer experience Interview with Martin Gill of Forrester first appeared on Adrian Swinscoe.
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.
AWS Machine Learning
APRIL 29, 2025
Generative AI is rapidly reshaping industries worldwide, empowering businesses to deliver exceptional customer experiences, streamline processes, and push innovation at an unprecedented scale. However, amidst the excitement, critical questions around the responsible use and implementation of such powerful technology have started to emerge. Although responsible AI has been a key focus for the industry over the past decade, the increasing complexity of generative AI models brings unique challenges
CSM Magazine
APRIL 30, 2025
Moving can be one of the most stressful experiences in life, often filled with uncertainty and a thousand details to manage. Whether you’re packing up your entire home or just a single apartment, having reliable movers you can trust is key. Luckily, many moving companies in Texas are stepping up their game by focusing on ways to improve customer service.
Integrity Solutions
MAY 2, 2025
As sales organizations embrace new technologies and adapt to shifting buyer expectations, many find themselves at a crossroads. The proliferation of tools and access to a wealth of data points are allowing salespeople to gain more insights about their customers and prospects so they can better personalize their approach. Digital technologies and automation are also helping to improve efficiencies and take some of the more tedious aspects of the sales process off the salesperson’s plate.
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