CXS

APRIL 8, 2025

In today’s complex business landscape, customer experience (CX) success isn’t about individual departmentsit’s about creating a unified, collaborative approach that puts the customer at the center of everything you do. Here’s your definitive roadmap to building a cross-functional CX powerhouse. … The post 10 Steps Towards Building a Cross-Functional CX Powerhouse: Breaking Down Silos to Create Transformative Customer Experiences | Blog appeared first on CX Canada 20

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Roadmap Customer Experience Customers Report 130

DCX

APRIL 8, 2025

📌🚀 Make faster, smarter CX decisions in under 10 minutes—free for a limited time. Say goodbye to overwhelm and hello to crystal-clear prioritization. Download your free set of 32 GenAI prompts right now. Prioritize smarter, communicate better, and achieve tangible results—starting today. You’ll get plug-and-play prompts to: ✅ Rank initiatives by ROI, urgency, and feasibility (Prompt #7 = game changer) ✅ Clarify impact and align projects with business

Strategy 52

Strategy Net Promoter Score Effort Score ROI 52

Doing CX Right

APRIL 5, 2025

Customer experience isnt just for brands. Its how great speakers get rememberedand recommended. Use these 3 strategies to stand out, get referred, and start doing speaking right. The post 3 Customer Experience Lessons That Make You a Better Speaker appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Customers Brands Strategy 59

Blake Morgan

APRIL 8, 2025

According to new research from Qualtrics , organizations that successfully use AI to enhance customer experience stand to unlock between $860 billion and $1.3 trillion in annual value. On this episode of The Modern Customer Podcast , I sat down with Isabelle Zdatny , Head of Thought Leadership at Qualtrics, live from the X4 conference in Salt Lake City.

Leadership 52

Leadership Roadmap Conference Report 52

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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

IntouchInsight

APRIL 5, 2025

Imagine this: Leaders of a national chain gathered for their quarterly business review after a period of rapid expansion. The conversation started with a familiar challenge: CSAT scores were showing some unexpected variance across regions, and new signups for the loyalty program weren't growing at the pace they had expected.

Loyalty Programs 156

Loyalty Programs Customer Experience Loyalty Customers 156

BlueOcean

APRIL 7, 2025

Youve got your game face on. Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

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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Case Study Study Knowledge Base Comparison 117

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? Why Investing in Agent Training is Critical for Contact Centers in 2025 The Foundation: Building Your Strategic Call Center Training Program Building a Core Curriculum: Essential Training Topics for Every Agent to Master 8 Effective Call Center Training Methods & Techniques Call Center Training Ideas & Tips for Success Measuring Training Effectivenes

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ChurnZero

APRIL 11, 2025

Your customer onboarding strategy is the foundation of your future retention and expansion revenue. Every task, meeting, and communication serves the ultimate goal of getting that customer to realize value. You aim to identify whats important to the customer, set expectations, and measure success. The right onboarding strategy means more than just getting a customer using your product.

Strategy 86

Strategy Multi-Channel How To Metrics 86

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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

InMoment XI

APRIL 9, 2025

Sales forecasting is essential for anticipating demand, allocating resources, and setting realistic revenue goals. Forecast accuracy is crucial; otherwise, businesses risk overlooking growth opportunities and wasting resources. However, according to Gartner research, forecasting is one of the top areas where sales operations functions are least effective.

Trends 195

Trends Sales Analysis First Call Resolution 195

AWS Machine Learning

APRIL 9, 2025

Agents are revolutionizing how businesses automate complex workflows and decision-making processes. Amazon Bedrock Agents helps you accelerate generative AI application development by orchestrating multi-step tasks. Agents use the reasoning capability of foundation models (FMs) to break down user-requested tasks into multiple steps. In addition, they use the developer-provided instruction to create an orchestration plan and then carry out the plan by invoking company APIs and accessing knowledge

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User Experience System Groups Interaction 118

ShepHyken

APRIL 6, 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. The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.

Customer Service 75

Customer Service Self Service Trends B2C 75

Thematic

APRIL 8, 2025

Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. In a nutshell, a customer feedback loop is a continuous cycle of gathering feedback, analyzing it for patterns, implementing improvements, and following up with customers to let them know they’ve been heard​ This process ensures you don’t just collect feedback—you act on it to drive meaningful change.

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Feedback Analytics Analysis NPS 62

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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

InMoment XI

APRIL 8, 2025

Businesses deliver seamless customer experiences when their sales and marketing teams are on the same page. Research from Gartner suggests that sales teams prioritizing alignment with marketing are nearly three times more likely to exceed new customer acquisition targets. However, as a result of data silos and a lack of common goals, companies often struggle to achieve this alignment.

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Sales Marketing Effort Score Net Promoter Score 195

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

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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Self Service Multi-Channel How To Call Center 52

PeopleMetrics

APRIL 11, 2025

If you want to truly transform your VoC program collect feedback while the customer is still in the experience. In-moment feedback changes everything! Why? Because waiting even a few hours (let alone days) after an experience to ask for feedback adds friction, memory loss, and apathy. But catch customers while they are still engaged while the emotion is fresh and magic happens.

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Feedback Hotels Wait Times Customer Journeys 62

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

IntouchInsight

APRIL 11, 2025

Think back to your last pizza order. The craving was sky-high, and you were hoping for the whole experience to hit just right, from the first interaction to the last bite. Maybe the pizza hit the spot. Maybe it didnt. But what do you remember more clearlythe taste of the toppings or how the experience felt?

Trends 156

Trends Interaction Tools Survey 156

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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Communication Video Advertising Interaction 98

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.

Chatbots 52

Chatbots e-support Healthcare Interaction 52

Think Customers

APRIL 10, 2025

Posted as part of a partnership with the European Customer Experience Organization (ECXO) and Ricardo Saltz Gulko. Read full version here: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

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B2B Strategy Customer Journeys Net Promoter Score 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

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

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.

Customer Experience 52

Customer Experience Groups Customers Strategy 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.

Customer Service 52

Customer Service Travel Guidelines Customer Centricity 52

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

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

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

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

CSM Magazine

APRIL 9, 2025

Tipping practices in the U.S. have always been complicated, but a recent Reddit post brought a new level of controversy to the table. A customer expressed frustration after a restaurant asked for a “second tip” when he picked up his online order. The incident sparked a heated online debate about tipping. Is the current system fair? Many diners think it’s gone too far.

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Tips Culture Policies Social Media 52