Jan 15
The CMO’s Strategic Guide to AI in CX for 2026 What to Build, What to Measure?
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The CMO’s Strategic Guide to AI in CX for 2026 What to Build, What to Measure?
Salesforce Service Cloud
Before implementing Salesforce Service Cloud, our support process was a nightmare. Customer emails, chat messages, and calls were scattered across platforms. Our team struggled to track cases response times were slow, and customer satisfaction was dipping fast.We needed a solution that could bring everything together. Once we implemented Salesforce Service Cloud, our workflow completely changed. All customer interactions were centralized, automated case routing reduced delays, and the Service Console gave agents full visibility into every customer’s journey.The result? Resolution times dropped by over 50%, customer satisfaction soared, and our agents could finally focus on solving — not searching. Salesforce Service Cloud turned chaos into clarity.
For more info visit us https://www.advayan.com/salesforce-service-cloud
Welcome, Daniel Ord, to the DACH Customer Excellence Awards 2025
The DACH Customer Excellence Awards & DACH Customer Excellence are back – and so are our jurors. This year, we are once again pleased to welcome Daniel Ord.
Daniel is an American citizen with nearly 30 years of experience in customer engagement. For over 23 years, Daniel has been helping and inspiring people around the world through professional training in customer service, customer experience, and contact center management.
With expertise in both the contact center discipline and the customer experience discipline, he is uniquely equipped to help others develop their own skills in these two distinctly different ecosystems.
Over 95% of his participants rate their experience with Daniel as outstanding, with many saying it was the best training experience they’ve ever had.
Would you also like to demonstrate your expertise like Daniel? Apply to become a juror in our program: www.dach-cxa.com or simply send an email to [email protected]. We’re happy to help.
#customerexperience #experience #management #businessdevelopment #cx #cxstrategy #cxtransformation #cxleaders #customerservice #cxinsights #dachcxa #dachcxs #cxpa #cxsummit #cxmanagement #ccxp
CX Transformation through Smart UI design and Shared UX services for improved customer satisfaction, brand loyalty, and business growth.
DACH Customer Excellence Awards 2024 celebrated in Wiesbaden
This is what it looks like when you bring together some of the most Customer focused people in the DACH Region together.
We think the smiles and faces of some of our Entrants and Judges tell you almost everything you need to know. They all came together from all over the region and Europe here in Wiesbaden.
Everyone in the name of recognizing Customer Excellence through the sharing of real-world initiatives. And of course, spending time together - in person - with some of the most remarkable people out there.
And here some quotes of what participants had to say about our Awards program:
“This one-of-a-kind event brought together the DACH region's top CX minds, celebrating the leaders, teams, and initiatives pushing the boundaries in customer experience. “
“I was in awe of each initiative's dedication to delivering excellence and its focus on creating meaningful connections with customers, partners, and employees.”
“This unique event brought together the leading CX experts of the DACH region to celebrate impressive, customer-centric initiatives.”
We have already begun the planning for the 6th Edition of the DACH Customer Excellence Awards to be held in Wiesbaden on October 17th 2025.
With our mission statement clear in our minds. The only Awards event put together by CX Experts, with CX Experts for CX Experts.
A big Thank You to everyone - and more pictures are coming soon!!!
@concentrix @dhlexpress11-blog
Congratulations, Concentrix, on winning the 2nd place at the DACH Customer Excellence Awards 2024
This year’s DACH Customer Excellence Awards & Summit 2024 celebrated again the crème de la crème of Customer Experience.
A very close run for the win of our trophies. And even not everyone is a winner, the second place is an outstanding achievement. Therefore we do honour also the runner up.
The second place in the category “New Products & Services” went to Concentrix. Congratulations on a amazing submission called "Smart Assist CX". Here a short sneak peek on their entry:
Our initiative offers advanced solutions to improve customer experience (CX) and increase efficiency. These include:
• Conversational Assist: Omnichannel analytics for actionable business insights and personalized coaching.
• Knowledge AI Bot: Intelligent, quoted answers from knowledge bases for advisors.
• Real Time Advisor Assist: Real-time recommendations for optimal CX actions.
• Auto Call Summary: Automatic, accurate call summaries to improve quality.
These tools help companies optimize customer interactions and achieve operational excellence.
Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com
Concentrix Concentrix Peru
Congratulations, Concentrix, on the 2nd Place at the DACH Customer Excellence Awards 2024
This year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024 celebrated again the crème de la crème of Customer Experience.
A very close run for the win of our trophies. And even not everyone is a winner, the second place is an outstanding achievement. Therefore we do honour also the runner up.
The second place in the category “Artificial Intellegence” went to Concentrix. Congratulations on a amazing submission called "Smart Assist CX: Revolutionize Customer Engagement". Here a short sneak peek on their entry:
Smart Assist CX transcribes and analyzes your agent-customer conversations while respecting local privacy regulations to gain insights for improved customer experiences, increased revenue, and operational efficiency. With intelligent feedback loops and Moments-based architecture, our AI-driven solution optimizes sales behavior and uncovers blockers, promoting data-driven decision making.
Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com
Concentrix Catalyst
Congratulations, DHL Express Germany GmbH, winning the DACH Customer Excellence Awards 2024
This year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024 celebrated again the crème de la crème of Customer Experience. Again, a very close run for the win of our trophies. So we are happy to announce our winners.
And the winner in the category “New Products & Services” is DHL Express Germany GmbH. Congratulations on a great submission. Here a short sneak peek on the entry:
DHL Go Green Plus offers logistics with international air transport with reduced CO2 emissions through the use of SAF Sustainable Aviation Fuel. SAF is produced from reused plant-based raw materials and sustainable energy, so it has 70-80% less CO2 emissions than kerosene from fossil raw materials. With Go Green Plus, our contract customers can reduce their carbon footprint for individual shipments, for a fixed percentage or by a fixed amount.
Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com
@dhlexpress11-blog