eglobalis

MAY 20, 2025

Introduction: Why Metrics Define the CX Maturity of Your Company Customer experience is not just a branding, services or a sexy name initiative or a satisfaction goal it is much more. It is a measurable, operational, and financial discipline. Executives who still see CX as soft data are overlooking one of the clearest opportunities for growth. Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficienc

Metrics 328

Metrics Effort Score B2C B2B 328

ECXO

MAY 19, 2025

posts header on Linkedin and ECXO Measuring the Unmeasurable The Science of HX Metrics Welcome Back to the HX Revolution You made it to Article 8 of The HX Revolution and this one’s a big one. If you’re just joining us, welcome to the movement! Here’s a quick recap of the road so far: Article 1 : Transformation starts inside. We can’t change business without changing people.

Metrics 236

Metrics Measurement ROI Leadership 236

C3Centricity

MAY 17, 2025

Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?

Consumers 156

Consumers Strategy Leadership Analysis 156

CX Journey

MAY 21, 2025

In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.

Technology 156

Technology Culture Innovation Leadership 156

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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.

Contact Center

Comm100

MAY 21, 2025

Imagine instantly understanding your customers’ needs, responding precisely, and consistently delivering exceptional experiences that build lasting loyalty. Today’s leading businesses are achieving exactly this through strategic use of AI in customer support. Our recent webinar highlighted how innovative companies leverage AI to foster smarter, deeper customer interactions and provided actionable insights to enhance your customer experience (CX).

Customer relationships 130

Customer relationships Competitive Advantage Wait Times Sales 130

AWS Machine Learning

MAY 21, 2025

Data privacy is a critical issue for software companies that provide services in the data management space. If they want customers to trust them with their data, software companies need to show and prove that their customers data will remain confidential and within controlled environments. Some companies go to great lengths to maintain confidentiality, sometimes adopting multi-account architectures, where each customer has their data in a separate AWS account.

Policies 110

Policies Software Government Metrics 110

TechSee

MAY 21, 2025

In today’s fast-paced customer service landscape, contact center agents face mounting pressures that often go unnoticed. While businesses strive to enhance customer experiences, the well-being of the very individuals facilitating these interactions is frequently overlooked. The Growing Strain on Contact Center Agents Recent studies reveal alarming statistics about the mental health of contact center employees: 87% of call center employees report high-stress levels at their job. ( source )

Contact Center 109

Contact Center Self Service Average Handle Time How To 109

Alida

MAY 21, 2025

Discover how Alida's platform helps you test concepts, pre-test campaigns, and iterate UX ideas. Gain a competitive edge with community benchmarking.

How To 130

How To User Experience 130

InMoment XI

MAY 17, 2025

From geopolitical instability to a shifting regulatory landscape, the insurance industry is experiencing significant transformation. These massive shifts, combined with rising policyholder expectations for smooth and personalized service, require a data-driven approach to providing insurance. Conversational Intelligence (CI) is emerging as a game-changer in this space.

Insurance 195

Insurance Customer Experience Contact Center Policies 195

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap

Customer Think

MAY 17, 2025

Empowers brands to attract customers with promotions and continuously improving loyalty program's performance.

Loyalty Programs 77

Loyalty Programs Loyalty Brands Customers 77

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.

Banking 96

Banking Groups Financial Training 96

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.

Data 62

Data Marketing Survey Analysis 62

Thematic

MAY 19, 2025

Atlassian has never been short on feedback. Every day, users share thoughts across Jira, Confluence, Trello, support chats, Reddit, and more. But while feedback came in from all sides, making sense of it, at scale, was something else entirely. Product teams were drowning but struggling to extract insights. They had access to plenty of customer comments but no reliable way to translate them into patterns, themes, or clear next steps.

Data 62

Data Infographics Feedback Roadmap 62

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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.

Self Service

InMoment XI

MAY 20, 2025

Contact center quality assurance (QA) has become a critical driver of customer satisfaction. As expectations for personalized, efficient, and empathetic service continue to rise, businesses must ensure that every agent interaction meets a high standard. A well-executed QA program empowers teams to maintain consistency, uncover coaching opportunities, and build long-term trust with customers.

Contact Center 195

Contact Center Customer Satisfaction Effort Score Call Center 195

Support EXP

MAY 21, 2025

Takeaways The Benefits of Mystery Shopping: Mystery shopping transforms CX data into actionable insights by revealing what actually happens during real customer interactionsbeyond surveys and metrics. Mystery shopping drives targeted service performance improvement by identifying specific gaps, inconsistencies, and training needs across teams and locations.

Data 52

Data Effort Score Net Promoter Score Multi-Channel 52

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.

Innovation 88

Innovation Government Resources Data 88

CSM Magazine

MAY 17, 2025

The conclusion of a customer service interaction is just as important as its beginning. While initial greetings set the tone, the way you end the conversation determines how the customer feels about the overall experience. And as we all know, customer experiences matter. In fact, three in four consumers will spend more with businesses that provide a good customer experience.

Customer Service 52

Customer Service How To Tips Exceptional Customer Service 52

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

Customer Think

MAY 17, 2025

AI-powered interactions are becoming more human-like, and businesses are embracing emotionally intelligent AI to enhance customer experience, powering what is projected to become a $13.8 billion market by 2032.

Consumers 53

Consumers Interaction Marketing Customer Experience 53

InteractionMetrics

MAY 19, 2025

Customer experience research is evolving rapidlyespecially for B2B companies, where their high-value relationships demand precision insights. Thats why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol , Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take on whether AI enhances human research or replaces humans altogether?

B2B 52

B2B Customer Journeys Customer Experience CEM 52

CX Network

MAY 21, 2025

Learn about customer survey questions and how to pick the ones that are a good fit for your CX

Survey 52

Survey How To Customers 52

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.

Transportation 76

Transportation Government Policies Knowledge Base 76

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

CSM Magazine

MAY 17, 2025

Words can shape every interaction, especially in customer support. Simple, thoughtful language can turn an average experience into one that feels personal and uplifting. Each positive word or phrase builds trust and shows customers they matter. Using the right language isnt just about sounding friendlyit has a real impact. People remember how you make them feel, and the words you choose can calm, reassure, or delight.

Customer Service 52

Customer Service Effort Score Customers Feedback 52

Customer Think

MAY 17, 2025

For most organizations, Voice of the Customer (VOC) means surveys and complaints. Both sources are routinely challenged by skeptics because the data represents only a small percentage of the customer experience.

Data 53

Data Survey Customers Customer Experience 53

Adrian Swinscoe

MAY 17, 2025

When Mikkel Svane and his co-founders, Morten Primdahl and Alexander Aghassipour, foundedZendeskin 2007, they aimed to revolutionize customer service by creatingbeautifully simple softwarethat enabled businesses to [] The post Here comes the customer service resolution revolution first appeared on Adrian Swinscoe.

Customer Service 59

Customer Service Customers Innovation Customer Experience 59

Optimove

MAY 21, 2025

Up your mobile marketing game with this guide Download Now Why it Matters: Brazilian iGaming operators will learn how the governments regulatory shift creates a unique opportunity to turn compliance into a competitive edge. Rather than treating new rules as limitations, smart brands are using them to build trust, improve onboarding, and boost player engagement from the very first interaction.

Gamification 52

Gamification Engagement Government Touchpoint 52

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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.

Contact Center

AWS Machine Learning

MAY 21, 2025

As companies increasingly adopt generative AI applications, AI agents capable of delivering tangible business value have emerged as a crucial component. In this context, integrating custom-built AI agents within chat services such as Slack can be transformative, providing businesses with seamless access to AI assistants powered by sophisticated foundation models (FMs).

Multi-Channel 60

Multi-Channel First Call Resolution Travel Resources 60

CSM Magazine

MAY 17, 2025

The rapid advancement of voice AI and speech analytics technologies is revolutionizing the way contact centers operate and deliver customer service. These innovations, integrated within modern customer experience (CX) software and contact center software , are enabling businesses to enhance agent performance, improve customer satisfaction, and streamline operations.

Contact Center 52

Contact Center Analytics Contact Center Software Self Service 52

ChurnZero

MAY 16, 2025

It’s the ultimate technology dilemma for customer teams and the execs who control budgets: should you buy or build your customer success platform? When presenting a business case for a customer success platform, you can expect this to be the primary objection of a CEO or CFO: can we build this in our CRM instead of buying a new tool? Should you use the tools you already have to build something that will kind ofget you what youre looking for, or should you buy a tool developed for that spec

Customer Success 52

Customer Success CRM Self Service Effort Score 52