Comm100

MAY 6, 2025

Improving service delivery in government and the public sector comes with unique challenges, especially in 2025. Governments must be accountable to citizens in a way that the private sector is never constrained by. While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they dont prioritize any demographic over the other.

Government 130

Government Omni-Channel How To Multi-Channel 130

CSM Magazine

MAY 6, 2025

Jane Price, Vice President of Product Marketing, BluStream BluStream ,the leader in product experience for CPG, subscription, and retail, announced its continued growth and strengthenedleadership team to meet the increased demand for customer connection throughout the product ownership experience. BluStream helps brands build long-term retention, cross-selling, and customer insight strategies that are critical in today’s economic environment.

Marketing 52

Marketing B2C B2B Consumers 52

ShepHyken

MAY 6, 2025

Im going to start this article with a theme Ive preached for years: When it comes to customer service and experience, our customers no longer compare us just to our competitors. Their mental benchmark, whether they know it or not, comes from the best experience they have had from any company or brand. Its companies like Amazon, Apple, Costco, Chick-fil-A, and others that excel in providing an experience that gets customers to come back, that become our customers standard for service.

Customer Experience 80

Customer Experience Exercises Customer Service Training Customers 80

Forrester's Customer Insights

MAY 6, 2025

Forrester recently published the latest cycle of HCM (Human Capital Management) landscape – The Human Capital Management Solutions Landscape, Q2 2025.

Management 26

Management Trends Marketing Customers 26

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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

IntouchInsight

MAY 6, 2025

Explore the restaurant trends redefining guest experience in 2025from Voice AI to kiosks to mobile pickup, see whos leading and why.

Trends 156

Trends Guest Experience 156

Blake Morgan

MAY 6, 2025

AI is transforming service, but only if it works fast, scales responsibly, and enhances real connection. At Zendesks Join Relate conference in Las Vegas in March 2025, I spoke with Shashi Upadhyay , President of Products, Engineering, and AI. He leads product, engineering, AI, design, and trust, driving innovation that makes service more intuitive and human.

Conference 72

Conference Leadership Training Innovation 72

PeopleMetrics

MAY 6, 2025

Now that AI is entering the fraud game, the nature of survey fraud is changing fast. This isnt theory. Its already happening. Were seeing responses generated by AI agents that are so convincing, they sail through traditional fraud checks unnoticed. And its not that the fraud is getting sneakier its that its getting smarter. So, what does AI-generated survey fraud look like?

Survey 62

Survey Data System Marketing 62

Blueshift

MAY 6, 2025

At long last, Microsoft has finally published a post that covers their new sender requirements to go alongside the documentation that Gmail and Yahoo provided circa Q3 2023. This update comes as a blog post on the Microsoft Tech Community Hub which isnt quite as center stage as Gmails more official documentation on their Support page. That said, we have no complaints about getting some official commentary from the last holdout of the Big 3 inbox providers.

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Optimove

MAY 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: Emerging iGaming operators must do more than acquire playersthey must engage, retain, and grow value from day one. With rising costs and intense competition, scalable, personalized marketing is critical. Operators must act quickly, optimize continuously, and drive results with limited resources.

Sports 52

Sports Touchpoint Resources Innovation 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

CSM Magazine

MAY 6, 2025

Most businesses this year are realizing that, in competitive markets, customer service practices directly affect brand loyalty and revenue. As such, every startup must make it a policy to win over and retain customers. The good news is that small business can grow their customer service if they prioritize personalization, become proactive in the support offered, and leverage Artificial Intelligence.

Tips 52

Tips Customer Service First Call Resolution Loyalty 52

Maru Group

MAY 6, 2025

As Marks and Spencer continue to suffer through one of the worst cases of cyber disruption in recent memory, all eyes are on their response and whether the fallout from the attack will continue to hit their bottom line in the long term. We wanted to see just how much of an effect a cyber-incident of this scale can have on an organisation, even one as established and reputable as M&S and whether a brands reputation can actually help them to better survive an attack of this kind.

Banking 52

Banking Sales Loyalty Consumers 52

DCX

MAY 6, 2025

You launched the new chatbot. Congrats. Now, brace yourself for the complaints. "It gave me the wrong answer." "It sent me in circles." "It asked me for my name five times." You fixed a known pain point, made a measurable improvement, and still, the customer isn't happy. Welcome to the work. The Real Job of CX? Constant Editing Customer experience is a living, breathing, never-quite-finished story.

Customer Journeys 52

Customer Journeys Chatbots Social Media Contact Center 52

BirdEye

MAY 6, 2025

Traditional marketing approaches are no longer enough to stand out in today’s competitive legal market. Clients expect fast responses, relevant content, and a seamless digital experiencedemands that many firms struggle to meet with limited resources. Thats where AI marketing for law firms comes in. It revolutionizes the way attorneys engage with clients, enhancing both reach and responsiveness.

Marketing 52

Marketing Effort Score Social Media Chatbots 52

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

Zonka Feedback

MAY 6, 2025

You dont need more surveysyou need actionable data. Your teams already sending NPS surveys, collecting CSATs, and asking for post-chat feedback. But when a strategic decision comes up, youre still relying on gut instead of pointing to insights. Most feedback sits in dashboards no one checks. Its fragmented, delayed, and often ignored until the next churn report drops.

Analysis 52

Analysis Software Survey Tools 52

BirdEye

MAY 6, 2025

Online reviews are no longer just a footnote in a customer’s journeythey’re often the first and most influential touchpoint. From shaping perceptions to guiding purchase decisions, reviews carry more weight than ever. As we move through 2025, the online review landscape is undergoing a quiet but powerful transformation. The way reviews are written, shared, and interpreted is shifting fast and with it, the dynamics of consumer trust.

Trends 52

Trends Social Media Video Analysis 52

Forrester's Customer Insights

MAY 6, 2025

Emerging technology isnt just speeding up its splintering into newer, riskier, and more powerful directions. Learn three noteworthy changes to this years top 10 emerging technologies listand one foundational truth that hasnt changed in this preview of our upcoming webinar and new report.

Technology 45

Technology Data Report Customers 45

5CA

MAY 6, 2025

In today's interconnected world, trust and safety are paramount for a secure online experience. Protect users from cyber threats, misinformation, and privacy breaches.

Online Experience 40

Online Experience 40

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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

MAY 6, 2025

The software testing landscape is undergoing a seismic shift. For years, Continuous Automation Testing (CAT) platforms have been the gold standard for reducing manual testing and ensuring comprehensive coverage across diverse environments.

Software 36

Software Technology Innovation Strategy 36

CSM Magazine

MAY 6, 2025

As franchises look to lock in top talents for the upcoming season, the IPL Auction 2025is one of the most eagerly awaited moments in the cricketing calendar. The auction of IPL 2025 will be instrumental in determining theleague dynamics, with a careful balance of veterans and rising international stars. Here is everything you needto know about IPL Auction 2025 date, players list, live coverage details.

Sports 52

Sports Strategy Policies Trends 52

Forrester's Customer Insights

MAY 6, 2025

If you walked the RSAC Conference 2025 show floor this year, you could be forgiven for thinking you were at the worlds strangest petting zoo or furry convention. There were goats! There were puppies!

Conference 26

Conference Social Media Trends 26

Forrester's Customer Insights

MAY 6, 2025

In todays fast-evolving B2B landscape, partner ecosystems have emerged as a cornerstone of sustainable growth. No longer just a nice to have, partnerships are now a strategic imperative woven throughout the buyers journey. The role of partner ecosystems has never been more critical.

B2B 26

B2B Marketing Survey Sales 26

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

Forrester's Customer Insights

MAY 6, 2025

Things are crazy right now: The level of volatility in the market, politics, and our organizations threatens to overwhelm us into paralysis. And yet, as a leader, you are expected to lead others through it all. How well can you lead others when you are drowning in uncertainty? You cant.

Marketing 26

Marketing Employee Experience Management 26

Forrester's Customer Insights

MAY 6, 2025

Your Return-to-Office (RTO) policy isn’t working today and it won’t ever work. At least if by work we mean a policy that satisfies the in-office preferences of the executive team without driving some of the best workers to distraction or worse.

Policies 26

Policies Employee Experience 26