Contact Center Pipeline
MAY 15, 2025
The Federal Communications Commission (FCC) has a new set of rules covering the rights of consumers to not be reached by companies without their permission. To find out more about them we reached out to Paul St. Clair, who is Head of Compliance at Convoso. Here are his explanations, insights, and recommendations. Q.
Connect
MAY 15, 2025
What you need to know before jumping on the bandwagon. With its ability to complete complex tasks and meet objectives with little or no human supervision, agentic AI is a trending topic in the contact centre industry as operators embrace ways to streamline operations, improve the customer experience (CX) and reduce costs. Adoption is accelerating. According to findings from an enterprise survey on AI , Deloitte predicts that in 2025, 25% of companies that use generative AI ( GenAI ) will launch
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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.
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.
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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.
CSM Magazine
MAY 15, 2025
When you think of Disney, you likely imagine magical moments filled with characters, vivid storytelling, and unparalleled attention to detail. Now, imagine that same level of care and creativity embedded in healthcare. AdventHealth, in collaboration with Disney Institute, has brought this idea to life with its AdventHealth Emergency Room at Flamingo Crossings Town Center near Walt Disney World Resort.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
MAY 15, 2025
At 2:00 a.m. in Bucharest, a high-tier player encounters a payout delay. Typically, that means escalating frustration, extended wait times, and the looming risk of churn. But not with Soft2Bet. Before the player even finishes drafting a complaint, a Romanian-language live chat window appears proactively offering help in their native tongue. That moment isnt lucky.
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.
CSM Magazine
MAY 15, 2025
Automation powered by AI chatbots and intelligent systems is transforming how businesses interact with their customers. Automation offers faster response times, 24/7 availability, and cost savings. However, delivering exceptional customer experience (CX) requires more than just efficiencyit demands a balance between AI-driven automation and the irreplaceable human touch.
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.
Advertiser: ZoomInfo
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.
CSM Magazine
MAY 15, 2025
Regardless of the application, customers’ satisfaction doesnt just rely on raw speed or bandwidth anymore. It extends to the Quality of Experience (QoE) provided by their Broadband Service Provider (BSP). Recognizing this shift, the Broadband Forum has launched a new initiative to help BSPs truly understand and improve end-users perceived broadband experience.
Customer Think
MAY 15, 2025
Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they?
CSM Magazine
MAY 15, 2025
Pepper Humanoid Robot SoftBank Robotics Forget science fictionrobot helpers are now a regular part of customer service. Organizationsfrom hospitals to local dinersare using the new technology to enhance how they work and how customers feel. It’s changing the way people and machines work together. Two shining examples of humanoid robots making waves in customer service are Miroka and Pepper.
Customer Think
MAY 15, 2025
We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show up in the moments that matter to us. The same is true for brands.
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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.
CSM Magazine
MAY 15, 2025
New AI-driven research has uncovered a critical emotional experience gap at Americas busiest airports, putting $695 million in annual revenue at risk due to poor passenger experiences. The study from Adoreboard, a pioneer in predictive insight using AI technology, analyzed over 20,000 passenger reviews across the five busiest U.S. airports. It reveals exactly where and why travelers report frustration, erosion of trust, and diminished confidence in airport experiences.
Customer Think
MAY 15, 2025
One of my clients, an investment banking firm, forwarded an article to me with a note, check this out. The article featured KKR & Co., a private equity firm who is piloting programs to increase empathy in their senior leadership.
CSM Magazine
MAY 15, 2025
The skies are friendlier than ever, at least according to the latest customer satisfaction ratings. The J.D. Power 2025 North American Airline Satisfaction Study reveals that passenger satisfaction has climbed to new heights, with overall scores up by six points from last year. Leading the pack in delighting passengers are JetBlue , Delta Air Lines , and Southwest Airlines.
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.
Advertiser: ZoomInfo
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!
CSM Magazine
MAY 15, 2025
In a hyperconnected world where online presence plays a decisive role in career growth, professionals are increasingly turning to AI tools to craft their LinkedIn content. Posts that once took hours to write can now be generated in minutes using platforms like MagicPost , making it easier than ever for job seekers to build a consistent personal brand.
Customer Think
MAY 15, 2025
As someone who has spent his career tracking new technologies, Ive long been fascinated by how those technologies spread over time.
CSM Magazine
MAY 15, 2025
Customer Experience Day (CX Day), observed May 15, is a new celebration of the people and efforts behind providing exceptional experiences to customers. Created by Nextiva , this day shines a light on how businesses across the globe prioritize delivering outstanding interactions that inspire loyalty, fuel growth, and elevate brand value. But why should businesses integrate this new holiday into their calendar?
Concentrix
MAY 15, 2025
We are thrilled to announce that we have achieved an impressive A- in our Climate Change score and B in Water Security for our 2024 disclosures.
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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.
CSM Magazine
MAY 15, 2025
Customer Experience Day (CX Day), observed May 15, is a new celebration of the people and efforts behind providing exceptional experiences to customers. Created by Nextiva , this day shines a light on how businesses across the globe prioritize delivering outstanding interactions that inspire loyalty, fuel growth, and elevate brand value. But why should businesses integrate this new holiday into their calendar?
Customer Think
MAY 15, 2025
Strategic acquisition aims to expand Capillary's enterprise client portfolio and enhance its position in the US, ANZ, and Asian markets
CSM Magazine
MAY 15, 2025
On May 28, 2025, the Oman CX Forum, hosted at the prestigious St. Regis Al Mouj Muscat Resort, will act as the hub for innovation, collaboration, and recognition in customer experience strategies. Organized by Muscat Media Group in collaboration with Gulf Leaders Circle and presented by Infoline, the event will bring together over 200 senior professionals spanning multiple industries to engage in insightful discussions and knowledge-sharing opportunities.
Concentrix
MAY 15, 2025
Deliver powerful brand experiences through localized, scalable marketing communications to exceed customer expectations and boost engagement.
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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.
Customer Think
MAY 15, 2025
Everything is digital these days. I know, I know; I sound like an old man…perhaps shaking his fist and yelling at clouds. And of course its an exaggeration. And Im not talking about how even traditionally brick-and-mortar brands allow you to order their goods online and have them delivered to your home.
Concentrix
MAY 15, 2025
Through 69 projects with 48 nonprofit partners in 42 countries, Think Human positively impacts more than 58,0000 lives NEWARK, Calif.
Pipkins
MAY 15, 2025
Water, water, everywhere, And all the boards did shrink; Water, water, everywhere, Nor any drop to drink. Samuel Coleridge understood that we can be surrounded by an abundance of something and yet helpless to gain anything from it, as he laments in The Rime of the Ancient Mariner. Being in a ship surrounded by water can still make one thirsty. Similarly, what good is all the data in the world if it cannot be accessed and used to help?
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