Thu.Jan 16, 2025

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Lesson #3 Revisited: AI and the Quest for a Single Source of Truth in CX Feedback

PeopleMetrics

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.

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The Ultimate Guide to Text Analytics: Transforming Data into Business Intelligence

Thematic

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.

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Qualtrics vs SurveyMonkey: A Detailed Comparison for 2025

SurveySensum

Are you torn between Qualtrics and SurveyMonkey? Wondering which platform better suits your specific surveys and business objectives? In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

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10 Ways Your Business Benefits from Text Analytics

Thematic

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.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

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.

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Qualtrics vs SurveyMonkey: A Detailed Comparison for 2025

SurveySensum

Are you torn between Qualtrics and SurveyMonkey? Wondering which platform better suits your specific surveys and business objectives? In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

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Is A $7 Million Super Bowl Ad Worth It? Probably Not

Forrester's Customer Insights

Is a Super Bowl ad worth it? A 30-second spot at this years Super Bowl will set you back a cool 7 million bucks. And even if you wanted one of those spots, you cant have it theyve been gone for a while.

B2C 40
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Top Tips for Enhancing Social Media Accessibility for All Users

Brandwatch CX

Discover practical tips to make social media more accessible for everyone. Enhance inclusivity and improve user experience.

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Introducing Forrester’s Brand Experience Index — Drive Growth With Both Brand And Customer Experience

Forrester's Customer Insights

Enhancing both brand experience and customer experience has a multiplicative revenue impact. Learn about our new framework for measuring and analyzing the two and how it can point you toward avenues for growth.

Brands 26
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How Kyndryl integrated ServiceNow and Amazon Q Business

AWS Machine Learning

This post is co-written with Sujith R Pillai from Kyndryl. In this post, we show you how Kyndryl , an AWS Premier Tier Services Partner and IT infrastructure services provider that designs, builds, manages, and modernizes complex, mission-critical information systems, integrated Amazon Q Business with ServiceNow in a few simple steps. You will learn how to configure Amazon Q Business and ServiceNow, how to create a generative AI plugin for your ServiceNow incidents, and how to test and interact

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Enterprise ABM Marketing Tools: A Marketers Guide

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.

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Leveraging AI to Fuel Product-Led Growth Through Enhanced Customer Feedback Analysis

Win the Customer

Product-Led Growth (PLG) hinges on creating a product experience so compelling that it drives user adoption and virality. Central to this success is a deep understanding of customer needs, preferences, and pain points. In the age of AI, businesses can significantly enhance their PLG strategies by leveraging AI to analyze customer feedback more effectively, leading to faster iterations, improved product-market fit, and ultimately, accelerated growth. 1.

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186: Referrals Done Right

The DiJulius Group

About Scott Grates Scott Grates has mastered the art of leveraging relationships to amplify business success. His approach centers on the belief that in a world rushing towards digital impersonality, the true edge lies in personal connections and consistent, thoughtful engagement. Grates, the author of “Referrals Done Right,” showcase his expertise in nurturing relationships that.

Groups 52
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How to Setup a Call Center Without a Ton of Tech Experience

CSM Magazine

Setting up a call center might seem overwhelming if you’re not a tech wizard, but don’t worry it’s more manageable than you think. I’ve helped numerous small businesses establish their call centers from scratch, and I’ll walk you through the process in plain English. Let’s break it down into bite-sized pieces that won’t give you a headache. 1.

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The Unifying Power Of Rebranding: HCLTech’s Strategic Transformation

Forrester's Customer Insights

HCLTech was recognized as Forresters 2024 B2B Program Of The Year Awards winner for marketing executives, thanks to the impressive results from its comprehensive rebrand and digital transformation. Rebrands are expensive, time-consuming, and not without risk, but when done right, a company can see substantial results.

B2B 26
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The Evolving Retailer's Fulfillment Strategy: Meeting Demands with Agility

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

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Quality Standards for Customer Service: Common Misconceptions

Brad Cleveland Blog

I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer service will … Continue reading → The post Quality Standards for Customer Service: Common Misconceptions appeared first on Brad Cleveland.

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Some Good News In The World Of IoT Security: The FCC Launches The US Cyber Trust Mark Program

Forrester's Customer Insights

The US government is doing something positive around IoT security. With the launch of the US Cyber Trust Mark program, the Federal Communications Commission (FCC) authorized a program and developed rules that bring forward a voluntary labeling standard to inform consumers about the cybersecurity impact of wireless IoT devices they may bring into their homes.