Trending Articles

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The Power of CX Experimentation: Turning Insights into Actionable Success

eglobalis

This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.

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Reduce Customer Churn to Boost Revenue and Stay Competitive

InMoment XI

Losing customers never feels good, especially in a hyper-competitive market. You could replace them, but thats easier said than done. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere.

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Top 2025 Consumer Trends for CPG: Practical Strategies to THRIVE in 25

C3Centricity

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Based on the results of a recent poll I ran on LinkedIn, the key trends predicted to dominate in 2025 are: Ultra Personalisation (44%) Digital Engagement (25%) Sustainability (19%) Wellness (13%) Although the sample was small and skewed toward professionals, the respondents were primarily corporate leaders, so I was happy that the results were similar to those of more representa

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Customer Experience ROI: Tying CX Investments to Business Success

Experience Investigators by 360Connext

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Every business team or department has to measure its results to understand what is and isnt working (or worth the organizations investment): Marketers show how social media campaigns and ebooks attract new leads Salespeople explain how account-based tactics help land big-ticket sales Human resources pros tie culture initiatives to improved retention and faster recruitment Customer experience teams are

ROI 143
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2024 State of Customer Education Report

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.

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Five Strategies for Improving Restaurant Efficiency

IntouchInsight

Discover five key strategies to boost restaurant efficiency, from streamlining orders to upgrading technology, enhancing service, and improving csat.

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Winter 2024 CX Trends: Navigating AI, Society, and Experience Design

InMoment XI

Winter 2024 is heating up the CX landscape! Generative AI is making waves, societal shifts are redefining expectations, and customer experience design is evolving beyond transactions into transformative journeys. CX leaders face a thrilling challenge: staying ahead in a rapidly changing world. Lets dive into the hottest trends and their implications for experience improvement.

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Service Trends in 2024: Top Predictions and Lessons Learned

TechSee

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i

Trends 109
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[Experience Action Podcast] Misaligned Customer Expectations

Experience Investigators by 360Connext

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations. We’ll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappoi

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Three Things You Must Know About Dealing with Angry Customers

ShepHyken

How to handle angry customers is a topic Ive covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

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.

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How AWS sales uses Amazon Q Business for customer engagement

AWS Machine Learning

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. In addition to planning considerations when building an AI application from the ground up, it focused on our Account Summaries use case, which allows account teams to quickly understand the state of a customer account, including recent trends in service usage, opportunity pipeline, and recommendations to help customers maximize the value they receive

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Call Center Dashboard: Track and Analyze Call Volume for Business Growth

InMoment XI

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. Therefore, a positive call center experience is essential for business growth.

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Announcing the Zonka Feedback Partnership Program: Collaborate and Thrive Together!

Zonka Feedback

Were thrilled to introduce the Zonka Feedback Partnership Program , created to empower businesses, agencies, and technology providers to transform customer experience (CX) and drive shared growth.

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8 Best QuestionPro Alternatives & Competitors in 2024

Retently

QuestionPro has been a go-to for many, but the competition is heating up. With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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The Gift of Customer Feedback by Isabelle Zdatny

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys?

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EBSCOlearning scales assessment generation for their online learning content with generative AI

AWS Machine Learning

EBSCOlearning offers corporate learning and educational and career development products and services for businesses, educational institutions, and workforce development organizations. As a division of EBSCO Information Services, EBSCOlearning is committed to enhancing professional development and educational skills. In this post, we illustrate how EBSCOlearning partnered with AWS Generative AI Innovation Center (GenAIIC) to use the power of generative AI in revolutionizing their learning assessm

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What is your word worth?

Zeisler Consulting

I recently had a particularly silly experience with the US Postal Service.* I mailed an envelope (containing nothing more than a copy of my very thin, light book) from Denver across the country to a client. The estimated arrival time on the east coast was to be two days. In fact, I sent two identical packages from the same place at the same time to two equidistant (from me) places on the east coast.

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How To: Sentiment Analysis Of Reviews (& What To Use)

Thematic

Reviews are a treasure trove of information. That’s where your customers tell you exactly what they do and don’t like about your company. Large organizations typically have vast quantities of reviews that are packed with valuable insights. Making sense of these requires a systematic approach. Review sentiment analysis using AI tools helps you unpack what your customers feel about particular topics and track how that changes over time.

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Prepare Now: 2025's Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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How Can Cryptocurrency Businesses Better Their Customer Service?

CSM Magazine

The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace. 1.

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Top 5 Customer Service & CX Articles for Week of December 9, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

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Automate actions across enterprise applications using Amazon Q Business plugins

AWS Machine Learning

Amazon Q Business is a generative AI-powered assistant that enhances employee productivity by solving problems, generating content, and providing insights across enterprise data sources. Beyond searching indexed third-party services, employees need access to dynamic, near real-time data such as stock prices, vacation balances, and location tracking, which is made possible through Amazon Q Business plugins.

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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

Think Customers

By Ricardo Saltz Gulko Guest article as part of our partnership with the European Customer Experience Organization. See original post here. In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signalsometimes an isolated need, sometimes a broader trendbut responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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Putting Creativity Back into the Marketer’s Hands  

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: Marketers will learn how AI and Generative AI are revolutionizing the industry by putting creativity back into their hands, enabling them to craft meaningful campaigns faster and with greater precision. Plus, readers will learn more about the “ Position-less Marketer ,” empowered by technology to transcend traditional role silos and seamlessly manage diverse responsibilities.

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The Trials Customer Support May Face in iGaming

CSM Magazine

Customer support is a challenging area of work. It requires strong communication abilities, empathy, assertiveness, a thorough understanding of an organization, and resilience. It is an important component of any organization that provides services or products to other people, so its essentially part of every industry, including iGaming. Customer support in iGaming presents several unique challenges that affect how support workers and entire teams approach their work and serve each customer.

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An eight-step discovery process to help master the customer experience – Interview with Edwin Margulies of Nextiva

Adrian Swinscoe

Todays podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins me today to talk about [] The post An eight-step discovery process to help master the customer experience Interview with Edwin Margulies of Nextiva first appeared on Adrian Swinscoe.

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Accelerating ML experimentation with enhanced security: AWS PrivateLink support for Amazon SageMaker with MLflow

AWS Machine Learning

With access to a wide range of generative AI foundation models (FM) and the ability to build and train their own machine learning (ML) models in Amazon SageMaker , users want a seamless and secure way to experiment with and select the models that deliver the most value for their business. In the initial stages of an ML project, data scientists collaborate closely, sharing experimental results to address business challenges.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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5 Lessons for Transformative Market Research from Eli Lilly

2020 Research

In this Article Step Out of the Comfort Zone Partnership Is Key Diversity Meets Efficiency Reimagine the Respondent Experience The Importance of Education and Internal Buy-in Understanding and adopting transformative strategies in market research can be the difference between staying relevant and falling behind. Changing up your strategies also allows you to discover more nuanced insights that pave the way for tailored customer interactions and focused marketing efforts.

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Keatext and QuestionPro Introduce Conversational Analytics

Keatext

Keatext and QuestionPro, two companies leading innovation in the CX space, are announcing a new partnership that supports joint customers with conversational analytics and unified contact center insights.

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Why Is Your Cloud Contact Centre Transformation Failing to Deliver?

CSM Magazine

Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems. James Hughes, Group Head of Solutions at Sabio, explains. But what’s even more concerning is that those who’ve made the leap to cloud solutions aren’t necessarily reaping the promised rewards.