ShepHyken
JUNE 9, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does customer segmentation impact how customer experiences are designed? How can businesses navigate conflicts between different customer groups seeking unique experiences? In what ways do ideological differences between customers influence brand experience?
Callminer
JUNE 9, 2025
Explore AI-driven conversation automation and virtual agents reshaping contact centers for faster, personalized, and consistent customer support with enhanced workforce efficiency.
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AWS Machine Learning
JUNE 9, 2025
Voice AI is transforming how we interact with technology, making conversational interactions more natural and intuitive than ever before. At the same time, AI agents are becoming increasingly sophisticated, capable of understanding complex queries and taking autonomous actions on our behalf. As these trends converge, you see the emergence of intelligent AI voice agents that can engage in human-like dialogue while performing a wide range of tasks.
Customer Think
JUNE 9, 2025
In this interview, CEO Sage Zaree shares timely insights into the most critical customer experience (CX) trends reshaping the way brands engage, serve, and retain their audiences. From personalization to CX KPIs, Sage outlines how top-tier organizations are architecting customer journeys that scale, optimize, and convert target audiences. Let’s start with personalization.
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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.
AWS Machine Learning
JUNE 9, 2025
This is a guest post co-authored by Evan Miller, Noah Kershaw, and Valerie Renda of Kepler Group At Kepler , a global full-service digital marketing agency serving Fortune 500 brands, we understand the delicate balance between creative marketing strategies and data-driven precision. Our company name draws inspiration from the visionary astronomer Johannes Kepler, reflecting our commitment to bringing clarity to complex challenges and illuminating the path forward for our clients.
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
JUNE 9, 2025
With the WFM Community Day in London approaching, Sabio’s Scott Doherty gives some insights into how you can tackle the issue of high call abandonment rates. Tip 1: Implementing Strategic Call-Back Solutions and Queue Management One of the most effective ways to reduce call abandonment rates in the contact centre is through the strategic use of intelligent call-back solutions, paired with optimised queue management.
Steve DiGioia
JUNE 9, 2025
If you’re living in California or New York, don’t be surprised if your bank balance ticks up this year. That’s because both states are rolling out new stimulus-style relief payments worth up to $500—and depending on your income, you may already qualify without doing anything. Unlike the federal COVID-era stimulus checks, this money is coming directly from state programs, aimed at helping working families and middle-income residents keep up with rising prices.
Concentrix
JUNE 9, 2025
Skip to content Careers English Search Blog Strengthening Customer Loyalty in Economic Uncertainty A few years ago, I wrote about how customer loyalty is a critical lifeline for brands who succeed during tough economic times. Who would have thought we’d be back here, just a few years later, facing a similar landscape of persistent inflation, fluctuating interest rates, and geopolitical tensions?
Steve DiGioia
JUNE 9, 2025
If you’re living in Alaska, you could be just days away from receiving a $1,702 payment, and no—it’s not a scam, and it’s not federal stimulus. This money comes straight from the state’s legendary Permanent Fund Dividend (PFD), a unique program that pays eligible residents a share of Alaska’s oil revenue each year. And yes, it’s happening again this June.
Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive
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 experts Brendan Sweeney and David Phelan 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.
Customer Think
JUNE 9, 2025
While we are all looking for ways to improve processes and drive efficiencies, sometimes the most effective improvements come from an examination of oneself and a better understanding of the humans who comprise your team. Here are eight key lessons I have learned over the years as VP of Customer Experience: 1.
AWS Machine Learning
JUNE 9, 2025
Multi-channel transcription streaming is a feature of Amazon Transcribe that can be used in many cases with a web browser. Creating this stream source has it challenges, but with the JavaScript Web Audio API , you can connect and combine different audio sources like videos, audio files, or hardware like microphones to obtain transcripts. In this post, we guide you through how to use two microphones as audio sources, merge them into a single dual-channel audio, perform the required encoding, and
Customer Think
JUNE 9, 2025
Support teams are often the first to know when something breaks, when customers are confused, or when a feature doesn’t land. They have more direct conversations with users than any other function. And yet, in many companies, their insights rarely make it to the roadmap, the campaign brief, or the sales strategy meeting.
Balto
JUNE 9, 2025
Real-time QA is the future — and Balto is leading the way. CMP Research just released its 2024 Prism for Automated QA/QM — and we’re proud to share that Balto has been named a Pioneering vendor, the highest possible distinction in the report. CMP Research , or the Customer Management Practice, is a leading market intelligence firm focused on the contact center and customer experience industries.
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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.
Customer Think
JUNE 9, 2025
Once your customer advisory board (CAB) meeting is concluded, CAB managers should have a clear idea of what to do afterward.
Blueship Call Center
JUNE 9, 2025
Inbound Call Center Services are customer service solutions that focus on receiving calls from customers. These calls can cover a range of topics, including product inquiries, billing issues, technical support, or order tracking. The main goal of these services is to make sure that customers get the help they need when they call your business. Unlike outbound services, which involve making calls to customers, inbound call center agents wait for customers to contact the company.
Customer Think
JUNE 9, 2025
First the good news: Executives today overwhelmingly understand that the customer experience is fundamental to success. I see this in my interactions with leaders at all kinds of businesses. Now, my company has fresh data to show it.
Vistio
JUNE 9, 2025
Most employee training programs aren’t failing because of a lack of investment or good intentions. They’re failing because they’re disconnected from reality. In fact, they’re barely happening at all. According to recent studies, 59% of employees say they’ve never received workplace training at all. Of those who did get training, 43% found it ineffective.
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!
Customer Think
JUNE 9, 2025
AI is no longer a futuristic concept in retail—it’s the engine powering today’s transformation. From theft prevention to hyper-personalized experiences, AI is now viewed as essential for modern retail operations.
ConvergeOne
JUNE 9, 2025
Discover how C1 and Palo Alto Networks use AI to stop modern cyber threats with real-time detection, automated response, and expert-managed services.
Customer Think
JUNE 9, 2025
Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from him about the just-announced United JetBlue partnership that will bring United back to JFK in 2027. First, and most importantly, don’t call it a merger.
Balto
JUNE 9, 2025
The less effort your customers put in, the more likely they are to come back. In customer experience, ease isn’t a nice-to-have — it’s the whole game. That’s where Customer Effort Score (CES) comes in. A good customer effort score (CES) tells you that it was easy for a customer to complete an action, whether that’s solving a problem, getting a refund, or navigating your website.
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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.
Customer Think
JUNE 9, 2025
Customer Support, Customer Service, and Customer Care (whichever you call it) tends to be a predominantly transactional existence: Customer has a problem, question, issue, etc.; Customer contacts brand; brand helps Customer (ideally); Customer goes on about life. And on and on.
Steve DiGioia
JUNE 9, 2025
If you’ve seen the headlines or TikToks claiming a new stimulus check is hitting bank accounts this June, you’re not alone. Social media is lighting up with questions like “Is a fourth check coming?” or “Will I get another $1,400?” But before you start refreshing your IRS refund tracker, here’s the truth: no fourth federal stimulus check has been approved for June 2025—and no official plans have been announced to change that.
Customer Think
JUNE 9, 2025
Business-to-business corporate sales can drag out even if you do everything perfectly. But if you make this one mistake, your chances of making the sale are little to none. The mistake made most often is to ignore the main barrier to an enterprise sale: The primary buyer’s fear of embarrassment.
Anexa BPO
JUNE 9, 2025
En el dinámico mundo de los negocios y la atención al cliente, un contact center inclusivo no es solo una aspiración, sino una necesidad fundamental. En Anexa BPO, entendemos profundamente que la diversidad enriquece nuestro equipo, fortalece nuestra cultura y nos permite ofrecer un servicio excepcional a todos nuestros clientes. Nuestro compromiso con la comunidad LGBT+ va más allá de las palabras; se refleja en políticas internas concretas y en la creación de un ambiente donde cada persona se
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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
JUNE 9, 2025
In a world where agility often defines success, one truth has become clear: the traditional way of building software no longer works for the pace of modern business. Digital transformation today isn’t just about adopting the latest technologies or automating what you already do.
Steve DiGioia
JUNE 9, 2025
With rumors spreading like wildfire across social media, many Americans are asking a very serious question: Is President Trump about to send out $5,000 stimulus checks this June through something called the “DOGE Dividend” plan? The answer isn’t as simple—or as hopeful—as some viral videos might lead you to believe. Despite widespread buzz and even supportive comments from Trump and Elon Musk, there are no $5,000 checks being issued in June 2025.
Customer Think
JUNE 9, 2025
When things are running smoothly, everyone’s happy – and everyone takes credit. But when a sale falls through, the fingers start wagging, and the blame game begins. Often, marketing and sales will point those fingers at each other.
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