Fri.Jan 31, 2025

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Lesson #10 Revisited: B2B VoC vs. B2C VoC—AI Enhances Both, But the Human Element Still Matters

PeopleMetrics

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. That hasnt changed. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

B2C 98
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Accelerate digital pathology slide annotation workflows on AWS using H-optimus-0

AWS Machine Learning

Digital pathology is essential for the diagnosis and treatment of cancer, playing a critical role in healthcare delivery and pharmaceutical research and development. Pathology traditionally relies heavily on pathologist expertise and experience to conduct meticulous examination of tissue samples to identify abnormalities. However, the increasing complexity and volume of cases necessitate advanced tools to assist pathologists in making faster, more accurate diagnoses.

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Customer Service Traps: How to Prevent Them from Happening in Your Call Center

SQM Group

Explore seven common customer service traps that plague call centers.

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How Travelers Insurance classified emails with Amazon Bedrock and prompt engineering

AWS Machine Learning

This is a guest blog post co-written with Jordan Knight, Sara Reynolds, George Lee from Travelers. Foundation models (FMs) are used in many ways and perform well on tasks including text generation, text summarization, and question answering. Increasingly, FMs are completing tasks that were previously solved by supervised learning, which is a subset of machine learning (ML) that involves training algorithms using a labeled dataset.

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The Ultimate Contact Center Buyer's Guide: A Crucial Decision

Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

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When is it time to centralize your customer team’s AI?

ChurnZero

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. However, only 21% said they have purpose-built AI products in their CS tech stacks. Optimistically, we can infer a healthy picture of experimentation and pilot projects with AI point products. It makes sense to try point solutions, especially if your CS team is still figuring out other things like your renewal process and plays, or your adoption methodology.

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Top Customer Satisfaction Survey Companies of 2025

Interaction Metrics

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction. This guide covers the top customer satisfaction survey companies of 2025.

Surveys 62
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How Lead Generation Call Centers Drive Sales Growth

Outsource Consultants

Sales growth is the lifeblood of any business. At Outsource Consultants, we’ve seen firsthand how lead generation call center services can dramatically boost sales for companies across industries. This blog post will explore effective strategies for leveraging these services, from developing targeted call lists to implementing cutting-edge technology.

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Why Customer Experience Needs a Reality Check in 2025

CSM Magazine

The customer experience (CX) industry is literally standing at a crossroads, where the dazzling promises of artificial intelligence clash with the harsh realities of day-to-day operations. So, with the new year well underway and indeed February just around the corner – it’s time to separate the signal from the noise and address some of the big talking points in the industry… The Dawn of Agentic AI: A Game-Changing Opportunity Let’s start with the AI circus.

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Call Center Forecasting Methods Part 1: How to Forecast Workload

Injixo

Contact center forecasting is the cornerstone of planning. And it can be challenging, especially for beginners. There are several call center forecasting methods to learn. And as your planning capabilities mature, stakeholder expectations about results like forecast accuracy will start to grow as well. Its common to focus entirely on the short-term forecasting that forms an input to the scheduling process.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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Data security and AI: How to use Copilot AI without exposing sensitive data

Momentum Telecom

Generative artificial intelligence (GenAI) is already changing the way we work. However, the technology also comes with considerable data security and privacy concerns. Maximizing your investment in AI means navigating these roadblocks without compromising on privacy and data security for sensitive company info, customer data, and proprietary information.

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Why Every Business Needs Helpdesk Ticketing System Software for Customer Support?

Wowdesk Blog

Businesses receive inquiries, complaints, and requests from multiple channels, making it challenging to track and resolve issues efficiently. A helpdesk ticketing system simplifies this process by organizing customer interactions, ensuring timely responses, and enhancing team collaboration. Without a structured system, businesses risk losing customers due to delayed or unresolved issues.

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ServQuik Unveils AI-Powered Super Customer Service Representative

CSM Magazine

AI Agent Integrates with service management platforms or works independently to provide faster, more personalized customer service via voice, chat, email, and web. ServQuik , an innovator in AI-powered customer service automation software, today announced the General Availability (GA) of the companys SaaS-based, human-like AI solution for incoming and outgoing lead engagements.

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Turn Your First-Time Buyers into Lifelong Customers with Customer Interaction Management

Cincom

How can you turn your first-time buyers into loyal customers? Every business looks for the answer to this question. Growing a loyal customer base is a top priority, and to achieve this, companies elevate their product and service offerings and provide a better customer experience. But, in the modern era, when your customers have multiple options, product improvements and excellent customer service alone arent always enough.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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SuperOps Raises $25M in Series C and Enters the IT Market with Game-Changing AI-powered Endpoint Tool

CSM Magazine

Arvind Parthiban (L), CEO & Co-founder, and Jayakumar Karumbasalam (R), CPTO & Co-founder, SuperOps SuperOps also introduces Monica, a hyper-contextual AI super agent that empowers smarter, faster business decision-making. The latest funding round, led by March Capital, will fuel AI innovation, global expansion, and mid-market growth. SuperOps, the groundbreaking AI-driven IT platform transforming operations for IT service providers and internal IT teams, today announced it has raised $2

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Document Generation Software: The Key to Reducing Costs in Your Customer Communication Strategy

Cincom

Sound familiar? This is the scenario for companies that rely on manual processes for document generationcaught in a cycle of repetitive data entry, missing critical details, non-compliance, and whatnot. The cost of these hurdles goes beyond fixing errors; it leads to wasted time, decreased revenue, and lower productivity. Every document you produce is an opportunity to reinforce your brands identity, tone, and professionalism.

CRM 40
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The Value of Great Customer Service in Eye Care

CSM Magazine

Excellent customer service is a cornerstone of any successful business, as it helps build stronger connections with your consumers. However, research shows that 83% of UK consumers feel undervalued by the brands they remain loyal to. This indicates that retailers should recalibrate their approaches to better reach out to customers. Failing to create a good customer service strategy can be costly for businesses, as it can lead to buyers seeking new brands that can meet their needs.

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What Is Digital Transformation? A Complete Guide

Cincom

Let us imagine you are planning a vacation. A decade ago, this would have meant a trip to a travel agent, browsing through brochures, and waiting days for itineraries and prices. But today, the approach is completely different. You open your favorite travel app or website, enter your destination, and instantly get personalized recommendations for flights, hotels, and activities.

CRM 40
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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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Harnessing Amazon Bedrock generative AI for resilient supply chain

AWS Machine Learning

From pandemic shutdowns to geopolitical tensions, recent years have thrown our global supply chains into unexpected chaos. This turbulent period has taught both governments and organizations a crucial lesson: supply chain excellence depends not just on efficiency but on the ability to navigate disruptions through strategic risk management. By leveraging the generative AI capabilities and tooling of Amazon Bedrock , you can create an intelligent nerve center that connects diverse data sources, co

APIs 102
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Architecting a Superior Customer Experience: A Guide to Customer Experience Platform Selection and Implementation

Cincom

What if your current approach to elevating customer experience holds your business back instead of accelerating? Customer experience (CX) is the crux of business success, and to enhance it, you spent years building a customer experience strategy that puts your customers first. You select and implement tools, invest in technology, and train your team to ensure they deliver agile and exceptional service.