CX Journey

MAY 14, 2025

As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.

Leadership 268

Leadership Customer Journeys Customer Centricity Culture 268

eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. In enterprise contexts with multiple stakeholders per account, a single survey often fails to capture the true sentiment of all decision-makers.

B2B 312

B2B Survey Multi-Channel Effort Score 312

CX Network

MAY 14, 2025

Learn about how to keep customer experience (CX) human in the age of artificial intelligence

Customer Experience 59

Customer Experience How To Customers 59

CX Network

MAY 13, 2025

Learn about the stages of the customer journey and understand touch points for effective customer contact

Customer Journeys 59

Customer Journeys Customers 59

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.

How To

Customer Think

MAY 13, 2025

Exceptional customer experience is a superpower. Its what sets you apartand its what todays customers expect. Small and medium businesses thrive when they deliver standout, personalized experiences. You run lean. You move fast. You stay close to your customers. But complexity? Its the enemy.

Customer Experience 49

Customer Experience Customer Expectations Customers Loyalty 49

Calabrio

MAY 14, 2025

Workforce Management Workforce Forecasting: How to Predict Staffing Needs Jump ahead Key Takeaways What is Workforce Forecasting? Why Workforce Forecasting is Important Key Methods for Workforce Forecasting Metrics to Track for Accurate Forecasting Step-by-Step Guide to Forecasting Staffing Needs Common Challenges and Solutions How Calabrio Can Help with Workforce Forecasting Best Practices for Implementation Understanding Forecasting with Calabrio Share Book a demo Lets get started Right now, c

Contact Center 130

Contact Center How To Multi-Channel Self Service 130

AWS Machine Learning

MAY 14, 2025

According to a Gartner survey in 2024 , 58% of finance functions have adopted generative AI, marking a significant rise in adoption. Among these, four primary use cases have emerged as especially prominent: intelligent process automation, anomaly detection, analytics, and operational assistance. In this post, we show you how Amazon Q Business can help augment your generative AI needs in all the abovementioned use cases and more by answering questions, providing summaries, generating content, and

Financial 97

Financial Groups Data Analysis 97

PeopleMetrics

MAY 15, 2025

When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.

Data 62

Data Marketing Survey Analysis 62

InMoment XI

MAY 14, 2025

A note to InMoment clients from Kyle Ferguson, CEO of Press Ganey Forstas Cross-Industries Division Today is an exciting day for experience technology InMoment is now officially part of Press Ganey Forsta , a leading provider of experience measurement, data analytics and insights. Let me start by saying how genuinely excited I am to welcome InMoments clients, employees, and partners into the Press Ganey Forsta family.

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Roadmap Insurance Healthcare Innovation 195

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Case Study

Calabrio

MAY 15, 2025

Workforce Management Calabrio vs. NICE vs. Verint: A No-Nonsense Comparison Jump ahead Calabrio, NICE, and Verint at a Glance Calabrio Overview NICE Overview Verint Overview Calabrio vs. NICE vs. Verint: Workforce Management Calabrio vs. NICE vs. Verint: Quality Management Calabrio vs. NICE vs. Verint: Analytics and Insights Calabrio vs. NICE vs. Verint: Agent Experience Calabrio vs.

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Comparison Self Service Contact Center Multi-Channel 130

AWS Machine Learning

MAY 15, 2025

This post is co-written with Ken Tsui, Edward Tsoi and Mickey Yip from Apoidea Group. The banking industry has long struggled with the inefficiencies associated with repetitive processes such as information extraction, document review, and auditing. These tasks, which require significant human resources, slow down critical operations such as Know Your Customer (KYC) procedures, loan applications, and credit analysis.

Banking 83

Banking Groups Financial Training 83

Thematic

MAY 13, 2025

When you read through customer feedback, you can often tell if the tone is positive or negative. But how do you quantify those feelings across thousands of comments? Answer: sentiment score Derived from sentiment analysis of customer feedback, a sentiment score gives CX and Voice of Customer (VoC) professionals a quick, quantifiable measure of customer emotion.

Analysis 62

Analysis How To NPS Comparison 62

PeopleMetrics

MAY 13, 2025

The recent indictment of Op4G and Slice confirmed what many of us already suspected: The traditional online panel model is under strain and bad actors have been taking advantage of it for years. Whats next isnt just fraud detection. Its a complete rethinking of how high-quality research participants are sourced. Thats where Custom Research Panels come in.

Data 62

Data Marketing Financial Culture 62

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 14, 2025

Digital transformation in customer service represents a fundamental reimagining of how organisations interact with their customers through the strategic application of digital technologies. Today’s customers expect seamless, personalised, and immediate service across multiple channelsa far cry from the phone-only support desks of yesteryear. These heightened expectations have created both challenges and opportunities for businesses across every sector.

Customer Service 52

Customer Service Self Service How To Net Promoter Score 52

AWS Machine Learning

MAY 15, 2025

This post is co-authored by Jay Kshirsagar and Ronald Quan from Qualtrics. The content and opinions in this post are those of the third-party author and AWS is not responsible for the content or accuracy of this post. Qualtrics, founded in 2002, is a pioneering software company that has spent over two decades creating exceptional frontline experiences, building high-performing teams, and designing products that people love.

Innovation 75

Innovation Government Resources Data 75

Thematic

MAY 13, 2025

The Challenge: Hearing Our Customers Through the Noise When we rebuilt our Voice of Customer (VoC) program at Mitre 10 five years ago, we thought we had it all figured out. We'd implemented comprehensive retail and trade feedback systems, built-in closed-loop feedback processes, and aligned everything with our new brand promise: "With You All the Way." But something was still missing.

Voice of Customer 62

Voice of Customer NPS Analysis B2B 62

Support EXP

MAY 14, 2025

Discover how digital transformation in banking equips and empowers regional and community banks with the tools to enhance customer engagement, streamline operations, and be competitive into the future. In todays fast-paced digital world, execs of regional and community banks are feeling the pressure. Consumers expect modern banking services to be instant, personalized, and on-demand.

Banking 52

Banking Strategy Financial Omni-Channel 52

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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

CSM Magazine

MAY 14, 2025

Customer service is no longer plainly about solving problemsits about creating experiences people remember. In 2025, customers expect faster responses, smoother journeys, and a personal touch, whether chatting with a bot or speaking to a real person. To keep up, companies are turning to industry leaders and experts, setting the tone for what great service looks like today.

Customer Service 52

Customer Service Hospitality Omni-Channel Guest Experience 52

AWS Machine Learning

MAY 14, 2025

This post is the second part of the DeepSeek series focusing on model customization with Amazon SageMaker HyperPod recipes (or recipes for brevity). In Part 1 , we demonstrated the performance and ease of fine-tuning DeepSeek-R1 distilled models using these recipes. In this post, we use the recipes to fine-tune the original DeepSeek-R1 671b parameter model.

Training 72

Training Multi-Channel Customers Data 72

BirdEye

MAY 14, 2025

Your Google hotel review page is often the first thing customers search for to scan star ratings, scroll through guest reviews, and glance at photos and room amenities. What your satisfied guests say on that page can determine whether someone books with you or moves on to a competitor. If your property has too few good reviews, outdated feedback, or vague guest comments, it doesnt matter how beautiful your rooms are or how competitive your rates lookyour listing will likely get skipped.

Hotels 52

Hotels Travel Guest Experience Tips 52

DCX

MAY 11, 2025

Welcome to the DCX weekly roundup of customer experience insights! Big shift alert: today’s customers are sharper, savvier, and seriously selective. They’re spending with intention, expecting clarity, and tuning out anything that feels confusing or irrelevant. The message? Make it make sense—and make it matter. This month’s stories are all about CX that connects.

Self Service 52

Self Service Travel Consumers Tools 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

MAY 14, 2025

Field operations used to be a straightforward game. A call came in, a job was logged, someone got in a truck, and it got done. But that rhythm doesn’t hum like it used to. These days, the pressure is different. Crews face more demands in less time. Customers expect instant updates. Systems dont talk to each other. And through all of it, support teams often struggle to keep up.

Customer Service 52

Customer Service System Training Customers 52

AWS Machine Learning

MAY 15, 2025

Vxceed delivers SaaS solutions across industries such as consumer packaged goods (CPG), transportation, and logistics. Its modular environments include Lighthouse for CPG demand and supply chains, GroundCentric247 for airline and airport operations, and LimoConnect247 and FleetConnect247 for passenger transport. These solutions support a wide range of customers, including government agencies in Australia and New Zealand.

Transportation 64

Transportation Government Policies Knowledge Base 64

InteractionMetrics

MAY 14, 2025

Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. Here’s What NOT to do: Most companies dont want to collect customer feedback in all its various forms, so they send their survey from a do-not-reply platform.

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Survey Metrics Interaction Feedback 52

Blueshift

MAY 14, 2025

If you’re looking for Klaviyo alternatives because you feel like you’ve hit a ceiling with what it can offer, you’re not alone. Klaviyo has established itself as a robust email marketing platform, offering features like advanced segmentation, automation workflows, and seamless e-commerce integrations. These capabilities have made it a popular choice for many businesses aiming to enhance their email marketing strategies.

Marketing 59

Marketing e-support Touchpoint System 59

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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

CSM Magazine

MAY 14, 2025

In the fast-paced world of online slots, where players spin reels from every corner of the globe, exceptional customer service stands as a cornerstone of success. Why customer service matters cannot be overstatedit shapes the player experience, fosters trust, and drives business growth for online casinos. Unlike traditional casinos, where face-to-face interactions build rapport, online platforms rely on responsive, empathetic support to create a welcoming environment.

Tips 52

Tips Customer Service Exceptional Customer Service Loyalty 52

AWS Machine Learning

MAY 13, 2025

This post was co-written with Julio P. Roque Hexagon ALI. Recognizing the transformative benefits of generative AI for enterprises, we at Hexagons Asset Lifecycle Intelligence division sought to enhance how users interact with our Enterprise Asset Management (EAM) products. Understanding these advantages, we partnered with AWS to embark on a journey to develop HxGN Alix, an AI-powered digital worker using AWS generative AI services.

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Knowledge Base System User Experience Technology 98

rethinkCX

MAY 11, 2025

Explore the key BPO pricing models: hourly, transaction-based, FTE, and more. Understand which model suits your outsourcing goals in 2025.

Call Center 52

Call Center 52