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.
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.
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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!
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.
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.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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.
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
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.
AWS Machine Learning
JANUARY 15, 2025
This post introduces HCLTechs AutoWise Companion, a transformative generative AI solution designed to enhance customers vehicle purchasing journey. By tailoring recommendations based on individuals preferences, the solution guides customers toward the best vehicle model for them. Simultaneously, it empowers vehicle manufacturers (original equipment manufacturers (OEMs)) by using real customer feedback to drive strategic decisions, boosting sales and company profits.
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.
Brandwatch CX
JANUARY 15, 2025
Navigate the evolving social media algorithms with our practical tips for success in 2025. Boost your engagement and visibilityread more now.
ShepHyken
JANUARY 21, 2025
Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. As humans, we love convenience, and were willing to pay for it. In our annual CX research (sponsored by RingCentral ), we found that 70% of customers felt convenience was so important that they would pay more if conveni
CSM Magazine
JANUARY 20, 2025
Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. When used right, these numbers provide actionable insights to fine-tune content, improve user experience, and boost satisfaction.
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.
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
AWS Machine Learning
JANUARY 22, 2025
This is a guest post authored by Asaf Fried, Daniel Pienica, Sergey Volkovich from Cato Networks. Cato Networks is a leading provider of secure access service edge (SASE), an enterprise networking and security unified cloud-centered service that converges SD-WAN, a cloud network, and security service edge (SSE) functions, including firewall as a service (FWaaS), a secure web gateway, zero trust network access, and more.
Thematic
JANUARY 16, 2025
Is your business swimming in feedback from customers? Whether it’s reviews, emails, or social media posts, does it feel like you’re barely scratching the surface of what customers are truly saying? We get it—sifting through all that information can feel overwhelming. But here's the thing: hidden in that feedback are valuable insights into what your customers love, what frustrates them, and where you can improve.
ShepHyken
JANUARY 20, 2025
Strengthening Business Partnerships Using the Triple Fit Strategy This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the Triple Fit Strategy? What is the key to building lasting customer relationships? Why do companies need to shift from a transactional relationship with their customers to a partnership?
customer sure
JANUARY 20, 2025
1. Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions. Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Whether its tailored product recommendations, forms that are pre-filled rather than blank, how-to guides that are context-sensitive rather than general, or customised survey follow-ups w
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.
PeopleMetrics
JANUARY 21, 2025
Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.
AWS Machine Learning
JANUARY 22, 2025
Security teams in highly regulated industries like financial services often employ Privileged Access Management (PAM) systems to secure, manage, and monitor the use of privileged access across their critical IT infrastructure. Security and compliance regulations require that security teams audit the actions performed by systems administrators using privileged credentials.
Thematic
JANUARY 16, 2025
If you just finished reading our “ How text analytics works ” article, then you know the basics, and are ready to find out the answer to the next big question: how exactly can text analytics help your business? It’s simple. Text analytics digs into data—customer reviews, emails, and social media posts—to show you what’s working and what’s not.
CSM Magazine
JANUARY 15, 2025
Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact. There is a direct link between customer satisfaction and high FCR rates.
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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.
Daniel Group
JANUARY 22, 2025
What makes customers truly delighted with their service experiences? After analyzing years of customer feedback, weve uncovered five key performance elements that consistently excite and engage customers. These elements not only enhance customer satisfaction but also significantly boost Net Promoter Scores (NPS). I recently presented at the AED Summit , where I discussed lessons from two decades of helping companies measure, manage, and improve CX.
Interactions
JANUARY 21, 2025
Utility outages due to extreme weather are accelerating customer service challenges for utility providers. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports. Eight in 10 major U.S. power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central.
Doing CX Right
JANUARY 19, 2025
Struggling with unpredictable revenue? Learn strategies to strengthen customer relationships, adapt to change & achieve sustainable growth with Stacy Sherman and Aaron Ross. The post Predictable Revenue in Unpredictable Times: Strategies for CX Success appeared first on Doing CX Right.
Thematic
JANUARY 21, 2025
Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? They use text analytics ! So, what is text analytics? It’s a powerful tool that helps you understand what your customers are really saying by transforming unstructured text into meaningful insights. Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data.
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.
CSM Magazine
JANUARY 15, 2025
Building strong customer relationships hinges on one key skill: empathy. Understanding a customers emotions and concerns can transform an average interaction into a memorable experience. But how do you effectively train for something as complex as empathy? This is where AI-powered tools step in, offering innovative ways to sharpen these skills. AI role-play creates realistic customer scenarios, helping you practice emotional intelligence in dynamic environments.
AWS Machine Learning
JANUARY 22, 2025
Amazon Bedrock Flows offers an intuitive visual builder and a set of APIs to seamlessly link foundation models (FMs), Amazon Bedrock features, and AWS services to build and automate user-defined generative AI workflows at scale. Amazon Bedrock Agents offers a fully managed solution for creating, deploying, and scaling AI agents on AWS. With Flows, you can provide explicitly stated, user-defined decision logic to execute workflows, and add Agents as a node in a flow to use FMs to dynamically inte
Optimove
JANUARY 20, 2025
Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: OptiLive is a critical solution for sportsbook operators to maximize the growing in-play betting market. With live betting accounting for 54% of total bets and live bettors spending significantly more than pre-match bettors, operators need a way to engage players at the right moments.
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