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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?
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When businesses think about brand identity, they often focus on visual elements – logos, colour palettes, typography, and photography. While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. Whether through help-desk interactions, marketing messages, or automated responses, voice moulds perception and can ultimately determine customer loyalty.
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.
SmartBear Customer Care team and Solutions Architect Joe Joyce earn global honors for customer service and support. SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service. Based in Galway, Ireland, Joe Joyce , Solutions Architect, earned a Gold Award for Sales Engineer of the Year.
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. Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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. Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs.
Today, were announcing the general availability (GA) of multi-agent collaboration on Amazon Bedrock. This capability allows developers to build, deploy, and manage networks of AI agents that work together to execute complex, multi-step workflows efficiently. Since its preview launch at re:Invent 2024, organizations across industriesincluding financial services, healthcare, supply chain and logistics, manufacturing, and customer supporthave used multi-agent collaboration to orchestrate specialize
When it comes to healthcare, making sure patients have a good experience and keeping them engaged in their care are two of the biggest priorities. But while these terms patient engagement and patient experience are often used interchangeably, they actually mean different things. Think of it this way: Engagement is about communication and connectionhow you reach patients, inform them, and encourage them to take action.
Investment professionals face the mounting challenge of processing vast amounts of data to make timely, informed decisions. The traditional approach of manually sifting through countless research documents, industry reports, and financial statements is not only time-consuming but can also lead to missed opportunities and incomplete analysis. This challenge is particularly acute in credit markets, where the complexity of information and the need for quick, accurate insights directly impacts inves
Warehouses with multiple levels require a wide range of equipment and machinery to function smoothly. Reaching the mezzanine levels is vital to maximising the use of space, whether used for self-storage, industrial manufacturing or retail purposes. With warehouse workers growing in numbers significantly every year, you need to make sure that you take steps to reduce workplace injury potential.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
DeepSeek-R1 models, now available on Amazon Bedrock Marketplace , Amazon SageMaker JumpStart , as well as a serverless model on Amazon Bedrock , were recently popularized by their long and elaborate thinking style, which, according to DeepSeeks published results, lead to impressive performance on highly challenging math benchmarks like AIME-2024 and MATH-500, as well as competitive performance compared to then state-of-the-art models like Anthropics Claude Sonnet 3.5, GPT 4o, and OpenAI O1 (more
La inteligencia artificial y la automatizacin estn transformando rpidamente la forma en que los contact centers operan e interactan con los clientes. Estas tecnologas no solo estn mejorando la eficiencia y la productividad, sino que tambin estn permitiendo ofrecer experiencias ms personalizadas y satisfactorias. Como campo de la informtica, la inteligencia artificial abarca (y a menudo se menciona junto con) el aprendizaje automtico y el aprendizaje profundo.
From AI-powered analytics to omnichannel communication platforms, the contact center technology landscape is evolving at a rapid pace. With so many options available, its easy to get overwhelmed when deciding which tools are truly essential. The right tech stack can enhance efficiency, improve customer experiences, and drive measurable business outcomes.
Business Systems Ltd , an industry expert in future-ready digital communications solutions, has announced the promotion of Andrew Jacobs to Managing Director. Andrew will lead the company as it continues to drive forward its strategic growth in the contact centre sector. Having served as Chief Architect and successfully managing the company’s operational and technical functions, Andrew is now responsible for the overall direction and success of Business Systems, reporting to CEO Mike Warde
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.
Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. So, how are teams looking to increase revenue and drive savings? The overwhelming answer is with the help of the right technology, as businesses expand their contact center software budgets.
From catching tumors earlier to personalizing skin treatments, AI isnt just augmenting healthcare its redefining whats possible. Were grateful to Blackthorn AI for sharing expert insights on AI biomedical engineering based on the projects they developed. Breast Cancer Detection: Reducing Human Error with Vision AI Radiologists face immense pressure.
In todays competitive business landscape, efficient enquiry handling is crucial for customer satisfaction and business growth. Outsourcing Enquiry Handling Services provides businesses with expert support, cost savings, and improved customer interactions. By leveraging professional Enquiry Handling Support Services , companies can focus on their core operations while ensuring seamless communication with potential clients.
The online casino industry is hyper-competitive. There is a limit to how much a casino can give away in promotions to acquire a new customer, and there are only so many games that publishers are distributing. One way, though, to differentiate is through customer service – particularly for low deposit casinos. Its common for customers to flitter between companies, rinsing them for their sign-up bonuses, and so customer service is a major to try and retain them.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise. 3 out of every 4 consumers is a huge proportion, after all. However, as consumers, weve all encountered the full range of customer service experiences, from seamless resolutions to frustrating encounters.
Analytics How Retail Brands Can Leverage Intelligence Reduce Product Returns & Combat Serial Returners Share For retail brands, returns are anything but a small issue. On the one hand, offering flexible returns is a key part of meeting expectations and supporting an effective overall customer experience. On the other, so-called serial returners and too-flexible policies can drive incredibly harmful costs.
Analytics 6 Ways Managers Can Increase Team Accountability Share Accountability is one of those terms that, as frequently as it gets used in the contact center and beyond, it risks becoming an empty buzzwordeven as it remains fundamentally important all business endeavors. After all, a teams success hinges upon accountability. And as a manager, youre not only responsible for holding yourself accountable, youre also responsible for creating a culture of accountability on your team.
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