ChurnZero

JANUARY 31, 2025

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. However, only 21% said they have purpose-built AI products in their CS tech stacks. Optimistically, we can infer a healthy picture of experimentation and pilot projects with AI point products. It makes sense to try point solutions, especially if your CS team is still figuring out other things like your renewal process and plays, or your adoption methodology.

Roadmap 97

Roadmap Customers Leadership Analysis 97

CSM Magazine

JANUARY 31, 2025

Excellent customer service is a cornerstone of any successful business, as it helps build stronger connections with your consumers. However, research shows that 83% of UK consumers feel undervalued by the brands they remain loyal to. This indicates that retailers should recalibrate their approaches to better reach out to customers. Failing to create a good customer service strategy can be costly for businesses, as it can lead to buyers seeking new brands that can meet their needs.

Customer Service 52

Customer Service Retail Poor Customer Service Customer Service Strategies 52

Brandwatch CX

JANUARY 31, 2025

Boost your Instagram presence with 10 proven tips for rapid growth. Discover practical strategies to enhance your visibility and engagement. Read more!

How To 94

How To Tips Strategy Engagement 94

CX Network

JANUARY 31, 2025

If you dont give your customers a good experience of your brand, you wont succeed.

Brands 59

Brands Customer Experience Customers 59

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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.

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Brandwatch CX

JANUARY 31, 2025

Struggling with low organic reach on social media? Discover 8 proven ways to boost your posts, increase engagement, and connect with a wider audience.

Engagement 87

Engagement Social Media How To Connections 87

2020 Research

JANUARY 31, 2025

Key Takeaways Homeowners across the U.S. and EU are adjusting their spending habits in response to higher mortgage rates. Luxuries, travel, and entertainment are taking a hit, with over 80% cutting back. More than 60% are dipping into savings or working extra hours to cover expenses. Major financial decisions, like buying a car or investing, are being postponedespecially in the U.S.

Financial 52

Financial Travel Banking Entertainment 52

Keatext

JANUARY 31, 2025

At Keatext, we're always listening to your needs, and we've heard that understanding categories and detecting new issues in Zendesk can be a challenge. Here's how Keatext addresses this pain point.

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Forrester's Customer Insights

JANUARY 31, 2025

As reported by several media outlets and confirmed by SAP CEO Christian Klein during its Q4 2024 earnings call, SAP will offer an additional three years of support for some on-premises ERP (enterprise resource planning) customers beyond the existing extended maintenance support of 2030.

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Resources Report Customers Strategy 29

AWS Machine Learning

JANUARY 31, 2025

Digital pathology is essential for the diagnosis and treatment of cancer, playing a critical role in healthcare delivery and pharmaceutical research and development. Pathology traditionally relies heavily on pathologist expertise and experience to conduct meticulous examination of tissue samples to identify abnormalities. However, the increasing complexity and volume of cases necessitate advanced tools to assist pathologists in making faster, more accurate diagnoses.

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Healthcare Analysis Training System 111

Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive

In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.

Sales

Forrester's Customer Insights

JANUARY 31, 2025

Read this Forrester blog by Forecast Analyst Jitender Miglani to learn key takeaways from the latest Europe-5 Retail Forecast.

Retail 26

Retail Analysis Data Trends 26

AWS Machine Learning

JANUARY 31, 2025

From pandemic shutdowns to geopolitical tensions, recent years have thrown our global supply chains into unexpected chaos. This turbulent period has taught both governments and organizations a crucial lesson: supply chain excellence depends not just on efficiency but on the ability to navigate disruptions through strategic risk management. By leveraging the generative AI capabilities and tooling of Amazon Bedrock , you can create an intelligent nerve center that connects diverse data sources, co

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Knowledge Base Connections Policies Strategy 110

Joe Rawlinson

JANUARY 31, 2025

When it comes to any type of business, great customer service is key to making more money. If you run an online store, its even more important. Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. Modern shoppers want more than good products. They expect a shopping experience that feels personal and memorable.

Customer Service 78

Customer Service How To e-support Customer Relationship Management 78

AWS Machine Learning

JANUARY 31, 2025

This is a guest blog post co-written with Jordan Knight, Sara Reynolds, George Lee from Travelers. Foundation models (FMs) are used in many ways and perform well on tasks including text generation, text summarization, and question answering. Increasingly, FMs are completing tasks that were previously solved by supervised learning, which is a subset of machine learning (ML) that involves training algorithms using a labeled dataset.

Travel 103

Travel Insurance Policies Training 103

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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

Case Study

Gainsight

JANUARY 31, 2025

AI has become an inextricable part of our daily lives, and the Customer Success (CS) industry is no exception. However, valid security concerns cropped up almost immediately about the use of Gen AI platforms during their development. In our April 2024 report, The State of AI in CS , we found that data privacy concerns were one of the top barriers to adoption for CS teams.

Marketing 59

Marketing Leadership Customer Success Tools 59

Customer Enthusiast

JANUARY 31, 2025

A study conducted by Harvard Business Review Analytic Services revealed 89% of leaders surveyed agreed that A strong sense of collective purpose drives employee satisfaction. Yet only a minority (46%) stated their organization currently runs in a purpose-driven way. The article goes on to say that when companies have a clear mission, it can lead … Continue reading "Is your organization purpose-driven?

Study 57

Study Analytics Survey Company 57

2020 Research

JANUARY 31, 2025

Key Takeaways Homeowners across the U.S. and EU are adjusting their spending habits in response to higher mortgage rates. Luxuries, travel, and entertainment are taking a hit, with over 80% cutting back. More than 60% are dipping into savings or working extra hours to cover expenses. Major financial decisions, like buying a car or investing, are being postponedespecially in the U.S.

Financial 52

Financial Travel Banking Entertainment 52

CSM Magazine

JANUARY 31, 2025

AI Agent Integrates with service management platforms or works independently to provide faster, more personalized customer service via voice, chat, email, and web. ServQuik , an innovator in AI-powered customer service automation software, today announced the General Availability (GA) of the companys SaaS-based, human-like AI solution for incoming and outgoing lead engagements.

Customer Service Representative 52

Customer Service Representative Customer Service Multi-Channel Loyalty Programs 52

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

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction. This guide covers the top customer satisfaction survey companies of 2025.

Customer Satisfaction 52

Customer Satisfaction Survey Company Customer Journeys 52

Optimove

JANUARY 31, 2025

Ontem, 29, a Optimove anunciou o lanamento da soluo de gesto de relacionamento com o cliente (CRM, sigla em ingls) OptiLive para casas de apostas on-line. A ferramenta permite que operadoras criem campanhas de marketing esportivo ao vivo e em larga escala, utilizando informaes do sistema de gesto de clientes e dados esportivos em tempo real. The post Optimove lana soluo de CRM para marketing esportivo ao vivo de operadoras de apostas appeared first on Optimove.

CRM 52

CRM Marketing 52

CSM Magazine

JANUARY 31, 2025

Arvind Parthiban (L), CEO & Co-founder, and Jayakumar Karumbasalam (R), CPTO & Co-founder, SuperOps SuperOps also introduces Monica, a hyper-contextual AI super agent that empowers smarter, faster business decision-making. The latest funding round, led by March Capital, will fuel AI innovation, global expansion, and mid-market growth. SuperOps, the groundbreaking AI-driven IT platform transforming operations for IT service providers and internal IT teams, today announced it has raised $2

Tools 52

Tools Marketing Innovation B2B 52

BirdEye

JANUARY 31, 2025

Want to serve up more than just great food at your restaurant? Effective restaurant Facebook marketing is key to unlocking a treasure trove of new customers, and with over three billion active users on the platform, the opportunities are endless. By leveraging Facebook, you can engage with local audiences, drive foot traffic, showcase your menu, and build a loyal following.

Strategy 52

Strategy Marketing Advertising Social Media 52

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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

CSM Magazine

JANUARY 31, 2025

The customer experience (CX) industry is literally standing at a crossroads, where the dazzling promises of artificial intelligence clash with the harsh realities of day-to-day operations. So, with the new year well underway and indeed February just around the corner – it’s time to separate the signal from the noise and address some of the big talking points in the industry… The Dawn of Agentic AI: A Game-Changing Opportunity Let’s start with the AI circus.

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Customer Experience Fashion Innovation Groups 52

Forrester's Customer Insights

JANUARY 31, 2025

AI advancements have caused deepfakes to emerge as a significant threat that B2B CMOs and brand leaders cannot afford to ignore. These synthetic audio-visual impersonations can mimic real individuals with alarming accuracy. As this technology becomes more accessible, the potential for misuse grows, posing risks to businesses’ reputations, stock prices, and overall trust.

B2B 29

B2B Brands Technology Communication 29

PeopleMetrics

JANUARY 31, 2025

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. That hasnt changed. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

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B2C B2B Hotels Airlines 98

Forrester's Customer Insights

JANUARY 31, 2025

The Challenge With The Circular Economy In 2025, Forrester predicted that more than a third of Global Fortune 100 firms will commit to circular economy goals. We recommended that in 2025, enterprise leaders perform infrastructure lifecycle assessments to understand the environmental impact of their choices.

Report 26

Report Technology Customers 26

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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

Forrester's Customer Insights

JANUARY 31, 2025

On January 29th, Google announced the wide launch of its Meridian open-source Marketing Mix Modeling (MMM) solution, available through Github. Cue a flurry of LinkedIn takes speculating about the future of the marketing measurement and optimization (MMO) solutions market.

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Measurement Marketing Industry B2C 26

Forrester's Customer Insights

JANUARY 31, 2025

SAP reported better-than-expected Q4 2024 financial results and raised its full-year operating profit forecast as demand for artificial-intelligence systems continues. On top of beating expectations, SAP said it now expects 2025 operating profit to be between 10.3 billion to 10.6 billion, above previous estimates of approximately 10 billion. Its current cloud backlog of 18.

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Leadership Financial Report System 26