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

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

CX Network

MAY 21, 2025

Gain insight about customer service trends to follow for better brand reputation and recognition

Trends 52

Trends Brands Customer Service Customers 52

DCX

MAY 20, 2025

Cross-Functional Collaboration Gets a Lot Of Hype The idea? Bring together leaders from product, ops, marketing, and support to co-create the customer journey. The reality? It’s chaos in slow motion. Weeks pass. Meetings stack up. Updates fly. Decisions stall. Ownership fades. Momentum disappears. It’s not a strategy problem. It’s an accountability problem.

Leadership 52

Leadership Social Media Metrics Chatbots 52

Speaker: Kevin Burke, Founder & Managing Director at Digital One and AI & Automation Consultant

AI and automation are currently transforming the way sales and marketing teams operate. Generative AI crafts personalized outreach at scale, while conversational AI bots are engaging prospects in real time. Robotic process automation streamlines manual workflows by triggering tasks the moment a prospect takes a key action, and advanced AI analytics surface hidden patterns in the pipeline, improve forecasting, and help teams make data-driven decisions with confidence.

Sales

Daniel Group

MAY 20, 2025

In safety, a ‘near miss’ is a close calla moment when something almost went wrong. What if we applied that same thinking to customer experience? Heres how to spot CX near misses before they become real problems. Though not scientific, I have observed that organizations with strong safety performance also perform better with customer experience.

NPS 52

NPS Analysis System Connections 52

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

InMoment XI

MAY 22, 2025

In 2025, your reputation impacts your revenue more than ever before. The way customers find and choose brands has fundamentally changed. They’re no longer just scrolling through traditional search resultsthey’re asking ChatGPT, Googles Gemini, and other AI tools for help. These tools respond with curated summaries based on everything they can find about your brand online.

Brands 195

Brands Retail Tools Consumers 195

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

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

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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

Calabrio

MAY 21, 2025

Contact Center AI Empowering Agents with AI: A Vision for the Future of Customer Support Jump ahead AI as an Agent Enhancer, Not a Replacement AI for Real-Time Validation and Quality Support Building Confidence in AI-Driven Collaboration Choosing the Right Channels for AI Support The Future: Humans and AI, Collaborating for Excellence Building a Human-Centric AI Strategy Share Book a demo Lets get started As artificial intelligence continues to evolve, one question repeatedly surfaces: Will AI r

Contact Center 130

Contact Center Report Analytics Tools 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

Speaker: David Worrell, CFO, Author & Speaker

Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.

Financial

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

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 92

Multi-Channel First Call Resolution Travel Resources 92

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

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

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.

Sales

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

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

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

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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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

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

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

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

Optimove

MAY 19, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This keynote offers a practical roadmap to embracing Agentic AI as the driving force behind Positionless Marketing empowering every marketer to act autonomously, move faster, and deliver more impactful customer experiences. With agentic AI, marketers can detect customer signals in real-time, take instant action across channels, and eliminate the traditional bottlenecks of campaign creation.

Connections 52

Connections Roadmap Analysis Loyalty 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

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

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

Brandwatch CX

MAY 21, 2025

Discover practical strategies for managing your online reputation effectively. Learn how to enhance your image and address negative feedback. Read more now!

Management 52

Management Brands Feedback Strategy 52