ShepHyken
FEBRUARY 18, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the biggest enemy of good customer service? How can companies get better customer feedback? What should companies look for when hiring customer service employees? How can businesses move beyond customer satisfaction metrics? What role does empathy play in customer service?
TechSee
FEBRUARY 14, 2025
Introduction The future of customer experience (CX) is here, and it’s visual. As enterprises strive to restore satisfaction to people’s technology experiences, agentic AI has emerged as the transformative force that’s helping them see the path forward. Recent research by TechSee’s Visionary CX Lab reveals how businesses are moving beyond basic chatbots to embrace sophisticated, vision-powered AI solutions that can see, understand, and resolve customer challenges autonomou
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ShepHyken
FEBRUARY 12, 2025
AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyones racing to implement AI, many are missing the most important part keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the
Bill Quiseng
FEBRUARY 12, 2025
English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
AWS Machine Learning
FEBRUARY 12, 2025
The evaluation of large language model (LLM) performance, particularly in response to a variety of prompts, is crucial for organizations aiming to harness the full potential of this rapidly evolving technology. The introduction of an LLM-as-a-judge framework represents a significant step forward in simplifying and streamlining the model evaluation process.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
PeopleMetrics
FEBRUARY 11, 2025
Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Looking back and re-reading this chapter, I had to laugh. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.
AWS Machine Learning
FEBRUARY 11, 2025
In this new era of emerging AI technologies, we have the opportunity to build AI-powered assistants tailored to specific business requirements. Amazon Q Business , a new generative AI-powered assistant, can answer questions, provide summaries, generate content, and securely complete tasks based on data and information in an enterprises systems. Large-scale data ingestion is crucial for applications such as document analysis, summarization, research, and knowledge management.
Totango
FEBRUARY 12, 2025
For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.
Outsource Consultants
FEBRUARY 11, 2025
How bad is CX today? Just ask any customer. Weve all been therestuck in an IVR loop just trying to reschedule an appointment, arguing with a chatbot that wont escalate a simple issue, or waiting endlessly for a refund that shouldve been automatic. Bad CX isnt just frustratingit drives customers away, erodes trust, and costs brands real revenue. The good news?
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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.
ShepHyken
FEBRUARY 16, 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. Speaking Your Customers Love Language: 5 Ways to Woo Them This Valentines Day by Sam Richardson (CX Network) Twilios Sam Richardson outlines five ways organizations can speak their customers language and show some love on every day of the year.
DMG Consulting
FEBRUARY 12, 2025
2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX February 2025 DMG Consulting has conducted an annual global survey of enterprise, contact center, customer experience (CX), and IT leaders over the past decade (excluding 2019) to gain insights into business goals and technology investment plans for their servicing organizations during the next year.
AWS Machine Learning
FEBRUARY 11, 2025
Today, we are excited to announce that the Falcon 3 family of models from TII are available in Amazon SageMaker JumpStart. In this post, we explore how to deploy this model efficiently on Amazon SageMaker AI. Overview of the Falcon 3 family of models The Falcon 3 family, developed by Technology Innovation Institute (TII) in Abu Dhabi, represents a significant advancement in open source language models.
CSM Magazine
FEBRUARY 18, 2025
Online retail environments have become a stage where product presentation is a decisive factor in consumer purchase decisions. Consumers no longer rely solely on traditional advertising methods; they evaluate products based on how well web pages communicate both information and experience. By investigating multiple dimensions of the online customer experience, this article provides a framework for building product pages that resonate with todays consumers.
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
SQM Group
FEBRUARY 18, 2025
Call compliance is no longer just about adhering to existing laws, its about anticipating the future of regulations that will shape the industry.
SharpenCX
FEBRUARY 12, 2025
Customer Service as a Service (CCaaS) offers companies an efficient and scalable way to manage customer support.
PeopleMetrics
FEBRUARY 18, 2025
Theres been plenty of talk about the death of surveys, but lets be clearsurveys are far from dead! I am sure many of you can appreciate this given the number of surveys you probably receive on a weekly or even daily basis. Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. The real debate isnt about whether to ask for customer input; its about how to do it in a way thats engaging, efficient, and truly insightful.
AWS Machine Learning
FEBRUARY 11, 2025
This blog post is co-written with George Orlin from Meta. Today, we are excited to announce that Metas Segment Anything Model (SAM) 2.1 vision segmentation model is publicly available through Amazon SageMaker JumpStart to deploy and run inference. Meta SAM 2.1 provides state-of-the-art video and image segmentation capabilities in a single model. This cutting-edge model supports long-context processing, complex segmentation scenarios, and fine-grained analysis, making it ideal for automating proc
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
CSM Magazine
FEBRUARY 18, 2025
As you can imagine, as part of my role at Sabio Group, I’ve seen my fair share of customer service transformation projects. But when approached by Churches Fire & Security about implementing new customer service infrastructure in the form of a new contact centre, something didn’t quite add up. Here’s why we took a completely different approach and how it paid off.
NobelBiz
FEBRUARY 18, 2025
Spam Likely, Scam-Likely, Fraud Risk, Potential Fraud, Potential Spam. Just pick one Key Takeaways Call Labeling Risks: "Spam Likely" or "Fraud Risk" tags can block or reduce call answer rates, hurting outreach. Reputation Matters: Carriers flag numbers based on call frequency, answer rates, and complaints. Preventative Measures: Register numbers, follow STIR/SHAKEN, monitor caller ID, and stay compliant.
Global Response
FEBRUARY 17, 2025
Read Time: 7 minutes Table of Contents Introduction Exceptional customer support addresses an audiences needs, expectations, and problems, establishing a business as trustworthy and reliable. Meet your clients where theyre at, better than ever before with Voice of the Customer (VoC) technology. Read on to learn how to use VoC insights to forecast contact center demand.
SQM Group
FEBRUARY 11, 2025
Dive into how you can use agent rankings to create a positive, results-driven environment.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
AWS Machine Learning
FEBRUARY 12, 2025
This blog post is co-written with Moran beladev, Manos Stergiadis, and Ilya Gusev from Booking.com. Large language models (LLMs) have revolutionized the field of natural language processing with their ability to understand and generate humanlike text. Trained on broad, generic datasets spanning a wide range of topics and domains, LLMs use their parametric knowledge to perform increasingly complex and versatile tasks across multiple business use cases.
CSM Magazine
FEBRUARY 12, 2025
Relocating across the country is no small feat. It comes with logistical challenges, emotional stress, and a ticking clock. Thats why cross country movers play such a critical role in ensuring the entire process goes smoothly. However, superior customer service is what truly sets the best moving companies apart. After all, packing and transporting belongings is just one part of the jobmaking customers feel supported, heard, and reassured is equally important.
Totango
FEBRUARY 12, 2025
Totango marked a significant milestone on January 22, 2025 a complete rebrand and website update that signals an exciting new chapter, and reflects the journey that brought us to this point. We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players.
Avoxi
FEBRUARY 17, 2025
This comprehensive guide will help you navigate the complexities of combined UCaaS and CCaaS voice management and develop a strategy that works for your organization. The post Managing Voice Across UCaaS and CCaaS Platforms: A Complete Guide for Enterprise IT Leaders appeared first on AVOXI.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
PeopleMetrics
FEBRUARY 14, 2025
When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.
AWS Machine Learning
FEBRUARY 12, 2025
Theres a growing demand from customers to incorporate generative AI into their businesses. Many use cases involve using pre-trained large language models (LLMs) through approaches like Retrieval Augmented Generation (RAG). However, for advanced, domain-specific tasks or those requiring specific formats, model customization techniques such as fine-tuning are sometimes necessary.
CSM Magazine
FEBRUARY 14, 2025
Loyal customers not only contribute tomore revenuebut also serve as brand ambassadors, spreading positive word-of-mouth and driving new business. Here are ten actionable strategies to foster customer loyalty and keep your clients coming back. 1. Deliver Exceptional Customer Service Ensure your team is well-trained, empathetic, and empowered to resolve issues quickly and effectively.Personalized service, where customers feel valued and understood, can make all the difference.
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