eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. In enterprise contexts with multiple stakeholders per account, a single survey often fails to capture the true sentiment of all decision-makers.

B2B 312

B2B Survey Multi-Channel Effort Score 312

Thematic

MAY 13, 2025

When you read through customer feedback, you can often tell if the tone is positive or negative. But how do you quantify those feelings across thousands of comments? Answer: sentiment score Derived from sentiment analysis of customer feedback, a sentiment score gives CX and Voice of Customer (VoC) professionals a quick, quantifiable measure of customer emotion.

Analysis 62

Analysis How To NPS Comparison 62

PeopleMetrics

MAY 13, 2025

The recent indictment of Op4G and Slice confirmed what many of us already suspected: The traditional online panel model is under strain and bad actors have been taking advantage of it for years. Whats next isnt just fraud detection. Its a complete rethinking of how high-quality research participants are sourced. Thats where Custom Research Panels come in.

Data 62

Data Marketing Financial Culture 62

Thematic

MAY 13, 2025

The Challenge: Hearing Our Customers Through the Noise When we rebuilt our Voice of Customer (VoC) program at Mitre 10 five years ago, we thought we had it all figured out. We'd implemented comprehensive retail and trade feedback systems, built-in closed-loop feedback processes, and aligned everything with our new brand promise: "With You All the Way." But something was still missing.

Voice of Customer 62

Voice of Customer NPS Analysis B2B 62

Speaker: Brendan Sweeney, VP of Global Sales at Allego

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 expert Brendan Sweeney 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

AWS Machine Learning

MAY 13, 2025

This post was co-written with Julio P. Roque Hexagon ALI. Recognizing the transformative benefits of generative AI for enterprises, we at Hexagons Asset Lifecycle Intelligence division sought to enhance how users interact with our Enterprise Asset Management (EAM) products. Understanding these advantages, we partnered with AWS to embark on a journey to develop HxGN Alix, an AI-powered digital worker using AWS generative AI services.

Knowledge Base 98

Knowledge Base System User Experience Technology 98

AWS Machine Learning

MAY 13, 2025

Generative artificial intelligence (AI) applications are commonly built using a technique called Retrieval Augmented Generation (RAG) that provides foundation models (FMs) access to additional data they didnt have during training. This data is used to enrich the generative AI prompt to deliver more context-specific and accurate responses without continuously retraining the FM, while also improving transparency and minimizing hallucinations.

Knowledge Base 98

Knowledge Base Data Groups Resources 98

Think Customers

MAY 13, 2025

Traditional quality assurance (QA) tools have always had limitations. They typically capture less than 3% of interactions, which means theres no way they cant deliver a complete picture of customer sentiment, satisfaction, or whats really happening in the contact center. As consumer expectations rise, crafting a customer experience (CX) strategy around such a small sample size no longer makes sense.

Contact Center 52

Contact Center Survey Analytics Interaction 52

Optimove

MAY 13, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Generic campaigns just dont cut it anymore especially during peak shopping weeks. Customers expect personalized, timely, and relevant interactions across all channels. To maximize engagement and ROI, brands must move beyond basic segmentation methods and embrace dynamic, behavior-driven customer segmentation that adapts in real-time.

Retail 52

Retail Groups ROI Customer Journeys 52

Customer Think

MAY 13, 2025

Exceptional customer experience is a superpower. Its what sets you apartand its what todays customers expect. Small and medium businesses thrive when they deliver standout, personalized experiences. You run lean. You move fast. You stay close to your customers. But complexity? Its the enemy.

Customer Experience 49

Customer Experience Customer Expectations Customers Loyalty 49

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Case Study

AWS Machine Learning

MAY 13, 2025

Generative AI tools have transformed how we work, create, and process information. At Amazon Web Services (AWS), security is our top priority. Therefore, Amazon Bedrock provides comprehensive security controls and best practices to help protect your applications and data. In this post, we explore the security measures and practical strategies provided by Amazon Bedrock Agents to safeguard your AI interactions against indirect prompt injections, making sure that your applications remain both secu

System 75

System Knowledge Base Groups Tools 75

ShepHyken

MAY 13, 2025

Recently, I had an experience with a company and thought, I hate this … Why do they make me do this? This question wasnt because of curiosity. No, I was thinking that this is something other customers must hate as well, but they make them do it anyway. So, I started a personal brainstorming session to list various processes, requirements, policies, rules, and more that cause customers to question why they continue to do business with these companies.

Company 93

Company Policies Hotels Advertising 93

Customer Think

MAY 13, 2025

From our first jobs to climbing the ranks to CEO, one thing remains constantcustomer relationships and satisfaction are the most critical aspects of any job. In recent years, technological advancements have played an instrumental role in enhancing customer experience, with AI agents, advanced analytics, and product visibility tools leading the charge.

Technology 84

Technology Customer Experience Loyalty Analytics 84

CSM Magazine

MAY 13, 2025

As we move further into 2025, the customer service landscape is once again on the brink of transformation this time, thanks to significant evolution in artificial intelligence capabilities. Agentic AI is p ositioned as the next major leap forward, agentic AI goes beyond automating simple tasks or generating content. It promises something far more ambitious: the ability for AI agents to make complex decisions, handle entire workflows, initiate actions, and function independently of human oversig

Return on Investment 52

Return on Investment System Government Analytics 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

Forrester's Customer Insights

MAY 13, 2025

How can you make your customer advocacy program more proactive, more transparent, and more motivating to customers? With technology. Higher-performing customer advocacy programs lean on technology to scale customer advocate sourcing, management, activation, and measurement.

Marketing 26

Marketing Measurement Technology Customers 26

CSM Magazine

MAY 13, 2025

Here well explore real-world case studies showcasing how top companies leveraged cutting-edge CX technology to transform their customer service and boost loyalty. Case Study 1: How a Global Retailer Reduced Response Times with AI Chatbots Company: A multinational retail chain with millions of customers worldwide Challenge: High volume of repetitive customer inquiries leading to long wait times and overwhelmed agents Solution: Implemented AI-powered chatbots integrated with their contact center s

Case Study 52

Case Study Study Customer Satisfaction Contact Center Software 52

Forrester's Customer Insights

MAY 13, 2025

An IDP is a framework for building DevOps platforms that offer discoverable, self-service IT infrastructure and automation services, helping developers manage IT services efficiently. IDPs can help streamline workflows, reduce context switching, and enhance governance among developers.

Self Service 26

Self Service Government Management 26

CSM Magazine

MAY 13, 2025

Aneta Korobkina, customer service and leadership coach When most people think of countries with exceptional customer service, a few traditional names may come to mindbut Armenia is quickly proving it deserves its place on this list. According to Aneta Korobkina , an internationally recognized coach in customer service and leadership, Armenia’s level of service is much better than in some European countries.

Tourism 52

Tourism Banking Hospitality Culture 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

Adrian Swinscoe

MAY 13, 2025

Todays interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about [] The post Omnichannel was a myth Interview with Gaurav Passi of Zingly first appeared on Adrian Swinscoe.

Omni-Channel 52

Omni-Channel Customer relationships Customer Centricity Customer Journeys 52

CSM Magazine

MAY 13, 2025

Many of todays businesses are investing in omnichannel CX software to unify customer interactions across phone, email, chat, social media, and more. But how do you measure the true value or ROI (Return on Investment) of your omnichannel customer service strategy? Understanding and tracking the right metrics not only helps justify your investment in customer experience (CX) software and contact center software, but also guides continuous improvement to boost customer satisfaction and operational

Omni-Channel 52

Omni-Channel ROI Metrics Contact Center Software 52

Customer Think

MAY 13, 2025

In this short video about learning, I reference a blog post by John Hunter from 2014, which I still find incredibly relevant today. My key point centered on the difference between managing and leading, and how we typically teach these concepts. Drawing on Dr.

Leadership 45

Leadership Video Management 45

CSM Magazine

MAY 13, 2025

As we move through 2025, several emerging CX technologies are revolutionizing how companies engage with customers, optimize contact centers, and enhance overall customer satisfaction. Here, we explore the top 10 emerging CX technologies transforming customer service in 2025 technologies that every customer service manager and contact center leader should know about.

Technology 52

Technology Customer Service Contact Center Omni-Channel 52

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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

Customer Think

MAY 13, 2025

Ask more questions! sellers are admonished. Ask better questions! leaders and coaches are reminded. Questions seem to be a prompt in many fields, from medicine to parenting. But why? Theres a universal assumption thatquestionswill yield Truth, generate real discussion topics or realizations, orgather accurateinformation or important details. Good questions can even inspire clarity.

Customer Engagement 45

Customer Engagement Engagement Customers 45

CSM Magazine

MAY 13, 2025

In this guide, well walk you through the essential factors to consider when selecting the best contact center software for your business. Contact center software is the backbone of your customer support operations. It enables your agents to communicate with customers across multiple channels, track interactions, and resolve issues efficiently. The right software can: Enhanceomnichannel CX softwarecapabilities Boost agent productivity withAI chatbotsand automation Provide actionable insights thro

Contact Center Software 52

Contact Center Software Contact Center Software Average Handle Time 52

Forrester's Customer Insights

MAY 13, 2025

The Asia Pacific (APAC) region was remarkably resilient throughout 2024 and early 2025, navigating challenges such as ongoing geopolitical tensions and Chinas economic shifts. Initial projections indicated that the region would grow by 4.5% in 2025; we based our forecast of APAC technology spending on these assumptions.

Technology 26

Technology Customers 26

CSM Magazine

MAY 13, 2025

Driven by advances in customer experience (CX) software, artificial intelligence, and changing workforce dynamics, the future of contact centers promises greater flexibility, efficiency, and personalization. As businesses adapt to new challenges, including the rise of remote work, integrating AI and optimizing workforce management have become essential strategies for success.

Contact Center 52

Contact Center Contact Center Software Omni-Channel Self Service 52

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Contact Center

Forrester's Customer Insights

MAY 13, 2025

S3NS, established three years ago, is a cloud hosting company that aims to deliver a sovereign and secure cloud solution for the French market. Formed as a joint venture between Google and Thales, S3NS adheres to strict governance rules to ensure compliance with French sovereignty requirements.

Government 26

Government Marketing Company Trends 26

CSM Magazine

MAY 13, 2025

The future of customer service is here, and its equipped with cutting-edge AI, groundbreaking humanoid robotics, and a vision for better customer interactions. Leading the way is Realbotix , who has announced an exciting collaboration with Tix4 Inc and Hollo.AI to revolutionize how businesses engage with their customers. From May 27th to 29th, Realbotix will showcase an AI-powered customer service robot at the Tix4 booth during a conference at The Venetian Resort in Las Vegas.

Entertainment 52

Entertainment Conference Innovation Customer Service 52

Forrester's Customer Insights

MAY 13, 2025

Attention, all B2B leaders! The stage is set, and the spotlight is on you. The B2B Summit APAC Awards are calling for entries this is your golden opportunity to showcase your extraordinary achievements. Have you driven remarkable milestones with a customer-obsessed growth strategy, process, or initiative?

B2B 26

B2B Strategy Company Measurement 26