eglobalis

JANUARY 13, 2025

Introduction Salesforces new product, AgentForce, is redefining the agent experience with advanced AI capabilities. Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Competing tools like Microsoft Dynamics 365 AI and Zendesk AI Suite provide similar functionalities, but AgentForce stands out for its ease of use and integration depth.

Customer Experience 322

Customer Experience Marketing Chatbots e-support 322

IntouchInsight

JANUARY 12, 2025

Efficient retail stocking procedures ensure merchandise is available for customer purchase. When shelves are well-stocked and organized, it creates a positive customer shopping experience, increases sales opportunities, and ensures smoother store operations. Additionally, a study revealed that out-of-stock items result in $1 trillion in lost sales globally every year, with 34% of shoppers choosing to go to a competitors store when faced with an empty shelf.

Retail 282

Retail Study Sales Customer Experience 282

InMoment XI

JANUARY 22, 2025

Too often, growing retail businesses end up with a growing image problem. By the time a company has dozens or even hundreds of locations, many processes have become standardized and efficient. But not everything that worked well with just a handful of stores scales as effectively as company leaders hope. One of those complexities is what to do about all the online reviews streaming in.

195

195

ECXO

JANUARY 21, 2025

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. I hope your holiday season was as refreshing and fun as mine and that youre kicking off 2025 feeling energized and ready to tackle whatever comes your way!

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Speaker: Jennifer Hodroge, Transformational Digital Marketing and CX Leader

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.

ShepHyken

JANUARY 14, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Customer Experience 141

Customer Experience Hospitality How To Brands 141

C3Centricity

JANUARY 10, 2025

Here at C3Centricity, we publish books ( Winning Customer Centricity, The Winning Secrets Series ), articles, online courses and one of the most popular CPG blogs on customer centricity. That’s because we’re passionate about helping companies successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.

Consumers 156

Consumers Customer Centricity Competitive Advantage Sports 156

Alida

JANUARY 21, 2025

Dr.

Tips 130

Tips 130

Calabrio

JANUARY 17, 2025

Analytics Promoting career growth in contact centers: Unlocking potential and building futures Share Contact centers have evolved from being viewed as monotonous jobs to becoming vibrant environments filled with opportunities for career growth and meaningful work. Today, as businesses increasingly recognize the strategic importance of customer experience, contact centers play a critical role in shaping brand perceptions, fostering loyalty, and driving business success.

Contact Center 130

Contact Center Analytics Report Training 130

TechSee

JANUARY 19, 2025

Artificial Intelligence (AI) is everywhere these days, and it’s changing how businesses interact with their most prized asset: their customers. We’ve all experienced chatbots that can’t quite understand us or voice assistants that miss the mark. That’s where AI Orchestration comes in. Orchestration helps ensure that the right AI or multiple AI solutions come together to handle the right job at the right time, making service smoother and more effective.

Net Promoter Score 109

Net Promoter Score Average Handle Time Chatbots NPS 109

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores. Machine learning allowed businesses to analyze thousands (or even millions) of comments, uncover trends, and act.

Analytics 96

Analytics Airlines Trends Feedback 96

eglobalis

JANUARY 7, 2025

Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences.

B2B 230

B2B Company Customer Journeys Innovation 230

Blueshift

JANUARY 14, 2025

Customer journeys in personal finance are becoming increasingly complex. Consider a consumer looking for refinancing options for a student loan. Their journey begins with an online search that leads them to a personal finance brand’s website. They browse loan options but don’t take action. Later, they receive a personalized email showcasing refinancing offers based on their browsing history.

Customer Journeys 105

Customer Journeys Multi-Channel Marketing Touchpoint 105

InMoment XI

JANUARY 22, 2025

For enterprise grocery businesses with hundreds or even thousands of individual stores, local SEO is tricky business. Maintaining an effective online presence is crucial for increasing foot traffic and online visibility. But manually keeping every listing on every site and service up to date is challenging with a single store. Scaled up to hundreds or thousands, it starts to seem impossible!

195

195

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

AWS Machine Learning

JANUARY 7, 2025

Large language models (LLMs) have demonstrated promising capabilities in machine translation (MT) tasks. Depending on the use case, they are able to compete with neural translation models such as Amazon Translate. LLMs particularly stand out for their natural ability to learn from the context of the input text, which allows them to pick up on cultural cues and produce more natural sounding translations.

Effort Score 93

Effort Score Policies Knowledge Base Metrics 93

Zeisler Consulting

JANUARY 14, 2025

One Big Question I hear a lot these days is about AI and automation. How will AI impact CX? How the heck should I know? Its clear Im the one writing all these articles, isnt it? I wonder if well reach the singularity and the world will implode if someone uses AI to write an article about AI and the impact it has. Surely itll be a glowing review. But discussions about AI are becoming boring to me frankly, simply due to their ubiquity: How will AI affect education?

Contact Center 93

Contact Center Fashion Resources System 93

Experience Investigators by 360Connext

JANUARY 14, 2025

Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I’m thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organizations customer journey.

Consulting 143

Consulting Customer Journeys Innovation Strategy 143

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Think about the last time you had to navigate a clunky website or deal with a long-winded support call. Frustrating, right? Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need.

Measurement 78

Measurement Tools Effort Score Multi-Channel 78

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

Alida

JANUARY 7, 2025

Discover how Away leverages customer panels and market research to drive product innovation and stay ahead of evolving traveler preferences.

Travel 130

Travel Innovation Marketing Customers 130

ShepHyken

JANUARY 7, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? Why is it important to get feedback in real time? What is human-centered design? How can personalization contribute to better engagement? What strategies can organizations use to empower employees to improve customer interactions?

Government 88

Government Customer Experience Chief Customer Officer Feedback 88

Brandwatch CX

JANUARY 14, 2025

Discover effective strategies to identify and engage your social media target audience. Enhance your outreach and connect meaningfully.

Social Media 97

Social Media How To Connections Strategy 97

Opinionator

JANUARY 7, 2025

In 2025 collecting feedback from customers has never been more critical. With the rise of social media, many businesses are faced with the dilemma of choosing between traditional guest experience surveys and spontaneous social media feedback. While both methods provide valuable insights into customer perceptions, their reliability can vary significantly.

Social Media 94

Social Media Guest Experience Feedback Survey 94

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.

B2B 233

B2B Loyalty Loyalty Programs Innovation 233

Blueshift

JANUARY 10, 2025

Artificial Intelligence (AI) has officially transitioned from a buzzword to a transformative force in the world of marketing. If youve been keeping an eye on the latest trends, youll know that marketers are starting to move beyond the experimentation phase to real-world applications with tangible benefits. Lets dive into how AI is revolutionizing Customer Data Platforms (CDPs) and customer data repositories, in general, and what this means for marketing teams striving to deliver personalized, ef

Interaction 107

Interaction Data Trends Marketing 107

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view.

Feedback 71

Feedback Customer Centricity Analysis Policies 71

AWS Machine Learning

JANUARY 9, 2025

Digital lending is a critical business enabler for banks and financial institutions. Customers apply for a loan online after completing the know your customer (KYC) process. A typical digital lending process involves various activities, such as user onboarding (including steps to verify the user through KYC), credit verification, risk verification, credit underwriting, and loan sanctioning.

Knowledge Base 104

Knowledge Base Banking Financial Examples 104

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

The DiJulius Group

JANUARY 2, 2025

Forget Customer Surveys; Learn the Real CX KPIs you Should be Measuring Chief Revolution Officer John DiJulius discusses how today customers are suffering from survey fatigue. There may be better ways to measure your customer satisfaction than surveys. John shares the best KPIs and how every business should have an ROX (Return on eXperience)Dashboard.

Measurement 81

Measurement Survey Customer Satisfaction Groups 81

Experience Investigators by 360Connext

JANUARY 21, 2025

It’s time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive marke

Handbook 143

Handbook Wait Times Innovation Customer Journeys 143

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape? Part 2 of the 2025 Optimove Consumer Marketing Fatigue Report dives into strategies to strengthen retention, reduce churn, and foster deeper connections.

Consumers 76

Consumers Marketing Loyalty Programs Customer Retention 76