eglobalis

MAY 20, 2025

Introduction: Why Metrics Define the CX Maturity of Your Company Customer experience is not just a branding, services or a sexy name initiative or a satisfaction goal it is much more. It is a measurable, operational, and financial discipline. Executives who still see CX as soft data are overlooking one of the clearest opportunities for growth. Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficienc

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Metrics Effort Score B2C B2B 330

InMoment XI

MAY 20, 2025

Contact center quality assurance (QA) has become a critical driver of customer satisfaction. As expectations for personalized, efficient, and empathetic service continue to rise, businesses must ensure that every agent interaction meets a high standard. A well-executed QA program empowers teams to maintain consistency, uncover coaching opportunities, and build long-term trust with customers.

Contact Center 195

Contact Center Customer Satisfaction Effort Score Call Center 195

Calabrio

MAY 20, 2025

Workforce Management Redefining Contact Center Performance Management: Fueling the Modern Cycle of Success Jump ahead Where the Cycle Breaks: Fragmentation One Cloud Platform, One Performance-Driven Core The Payoff: Measurable Impact, Modernized Management From Cost Center to Mission Driver Ready to Fuel Your Own Cycle of Success? Share Book a demo Lets get started Performance management in the contact center is overdue for a reset.

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Contact Center Management Self Service Average Handle Time 130

AWS Machine Learning

MAY 20, 2025

In the mortgage servicing industry, efficient document processing can mean the difference between business growth and missed opportunities. This post explores how Onity Group , a financial services company specializing in mortgage servicing and origination, used Amazon Bedrock and other AWS services to transform their document processing capabilities.

Groups 79

Groups Financial Analysis Comparison 79

Speaker: Hanan Polinovski, Events Manager and David Brown, Sr. Marketing & Events Lead

Are your events living up to expectations? Are you getting quality leads from your sponsorships? Have you ever wondered if that branded notebook actually makes an impact? Get ready to transform your event strategy! Join event marketing pros Hanan Polinovski from Printfection and David Brown from Bonusly for a fast-paced webinar about turning your event efforts into serious ROI.

ROI

ShepHyken

MAY 20, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the top expectations customers have from brands? What role does AI play in enhancing customer interactions and support? How many bad experiences does it take before a customer stops doing business with a company? Why is it important for companies to use their products?

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Brands Chatbots Customers Technology 82

ShepHyken

MAY 20, 2025

Just in case you didnt know, I have a weekly customer service and CX podcast, Amazing Business Radio , that has been running for 12 years. Each week, I get the honor of interviewing some very smart people. Recently, I met Eric Stone, author of Jumpstart Your Workplace Culture. One of the topics we discussed was the WOW experience. Before we go further, I have always had concerns about organizations that attempt to WOW their customers at every interaction.

Customer Service Training 95

Customer Service Training Examples Customer Service Culture 95

PeopleMetrics

MAY 20, 2025

The $10 million fraud scheme involving Op4G and Slice wasnt just an embarrassment. It was expensive in ways most people never calculate. Fake responses. Fabricated insights. Strategies built on fiction. Budgets spent (and wasted) on bad data. And heres the thing: this wasnt a small-time scam. It fooled global brands, universities, and healthcare systems for nearly a decade.

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Data Healthcare Marketing ROI 62

CSM Magazine

MAY 20, 2025

Ever wonder how businesses gauge customer feelings from millions of online reviews, tweets, or comments? The answer lies in Sentiment Analysis. This powerful technique is reshaping how companies interact with their audience, offering deeper insights to improve customer experiences and drive growth. What Is Sentiment Analysis? Sentiment analysis, often referred to as opinion mining, is the process of analyzing text data to determine the emotional tone behind it.

Analysis 52

Analysis Social Media How To Competitive Advantage 52

Integrity Solutions

MAY 20, 2025

For most deals today, sellers aren’t just facing off against their competitors; they’re also battling a potential “no decision” scenario. In fact, some studies have shown that between 40% and 60% of deals wither on the vine, failing to close even after the customer expressed an intent to purchase. At the same time, buying cycles have grown longer and more complex, bogging down deal velocity and creating more opportunities for a buyer to reconsider or put off a decision

Sales 52

Sales Roadmap Training Customer Focused 52

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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

CSM Magazine

MAY 20, 2025

Swedish fintech giant Klarna is making headlines once again, but this time, its for reversing a bold decision. The company, renowned for its buy now, pay later services, initially embraced artificial intelligence to streamline operations and cut costs, a move that led to the layoff of 700 employees. Just a year later, Klarna is walking back from its full AI integration strategy, reigniting its commitment to hiring human workers.

Innovation 52

Innovation Course Analysis Video 52

CX Network

MAY 20, 2025

Learn about customer survey questions and how to pick the ones that are a good fit for your CX

Survey 52

Survey How To Customers 52

CSM Magazine

MAY 20, 2025

In the fast-moving hospitality industry, the customer experience has transcended traditional notions of service. Today, it’s about delivering personalised, seamless, and emotionally resonant experiences that cater to the nuanced preferences of each guest. As we move through 2025, several key trends are reshaping how hospitality businesses approach customer experience.

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Hospitality Customer Experience Hotels Tourism 52

NobelBiz

MAY 20, 2025

Saying customer first is easy. Making it true? Thats the hard part. If your systems are slow, your policies are rigid, and your agents are running on empty, your customers feel itno matter what your brand claims. A flashy tagline means nothing when the experience on the other end of the line is frustrating or broken. Customers dont judge you by your slogans.

System 40

System Call Center Contact Center Policies 40

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 20, 2025

For banks, convenience and digital transformation aren’t just optional anymore; they’re essential. Here are 10 major trends that are revolutionizing digital customer experience in the banking industry. From innovative technologies to customer-first strategies, these trends highlight how banks can stay competitive while meeting evolving customer expectations. 1.

Banking 52

Banking Trends Self Service Customer Experience 52

Forrester's Customer Insights

MAY 20, 2025

I passed a barefoot man strolling a sidewalk on a chilly day in May. His hair was short. He was clean shaven, wearing a multi-colored blanket hoody. He exuded serenity as he grounded himself in the concrete beneath his feet, granting his chi permission to exchange greetings with the earth.

Customers 32

Customers 32

CSM Magazine

MAY 20, 2025

35% of UK consumers have utilized AI for shopping, marking a 39% increase from the previous year. In addition, 56% of customer find AI inspiring for purchases and 51% appreciate its ability to cut through online clutter. That’s according to a survey by financial platform Adyen and conducted by Censuswide which involved 2,000 UK adults, providing insights into consumer shopping behaviors and AI adoption trends.

Consumers 52

Consumers Social Media Retail Financial 52

Forrester's Customer Insights

MAY 20, 2025

Software composition analysis solutions are essential to clean up the software supply chain, bolster application security, and generate SBOMS.

Analysis 26

Analysis Software 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

CSM Magazine

MAY 20, 2025

Seven-Eleven Japan is taking a significant leap into the future of retail by testing autonomous robot deliveries on public roads. This innovative initiative aims to address the growing need for efficient delivery solutions, as staffing challenges continue to impact nighttime services in many stores. The move demonstrates how automation and technology are helping leading brands adapt to customer demands while preparing for potential workforce shortages.

Retail 52

Retail Travel Innovation Technology 52

CX University

MAY 20, 2025

CX University, Asia (CXUAsia), a global leader in Customer Experience (CX) education and training, is pleased to announce a strategic partnership with the Hong Kong Management Association (HKMA), a premier provider of professional development and executive education in Asia. This collaboration marks a significant milestone in advancing Customer Experience awareness and capability across Hong Kong and the broader East Asia region.

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Management Training Course Culture 96

CSM Magazine

MAY 20, 2025

DoorDash and Wing are taking food delivery to new heights in Charlotte, North Carolina. The two industry leaders have partnered to launch a drone delivery service, allowing customers to enjoy fast, convenient deliveries straight to their homes. This collaboration marks an exciting step forward for local logistics, blending cutting-edge technology with everyday convenience.

Transportation 52

Transportation Policies Technology Meeting 52

Zeisler Consulting

MAY 20, 2025

I wrote recently about a pretty rough experience I had with a digitally-based company. The long-and-short of it was that a technical glitch (which is inevitable for an online company eventually) was compounded by a horrible recovery effort. Eventually I had to escalate to the executive level in order to get my solution. At about the same time, I was also going through another escalation ( also executive… I can hear you already, Okay, Karen.

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Customer Care Brands Policies System 72

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

CSM Magazine

MAY 20, 2025

Hiring and retaining employees in customer service is an ongoing challenge for many businesses. For Generation Z, the group born between 1997 and 2012, expectations around work differ significantly from previous generations. These employees prioritize work-life balance, career growth, and purpose-driven roles. For businesses looking to thrive in the evolving workforce landscape, attracting and retaining Gen Z employees demands intentional strategies shaped by these preferences.

Customer Service 52

Customer Service How To Policies Culture 52

Thematic

MAY 20, 2025

Customer feedback teams today are drowning in data from product reviews and support tickets to annual NPS surveys. Making sense of it all requires powerful qualitative methods like thematic analysis to uncover patterns. But counts and topics alone won’t tell you why customers feel the way they do. Reflexive thematic analysis offers a way to uncover deeper meaning by embracing, not erasing, the analyst’s perspective.

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Analysis Feedback e-support Report 62

CSM Magazine

MAY 20, 2025

Customers are craving a more tangible, immersive interaction that digital alone cannot provide. The shift, dubbed the “Return of Touch” (RoT), highlights the growing demand for real-life, tactile experiences that deepen loyalty and spark meaningful connections. Why Customers Are Craving the Return of Touch (RoT) Screen Fatigue Is Real Consumers have never been more digitally connected, yet theyre yearning to disconnect.

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Tourism Sports Retail Touchpoint 52

Thematic

MAY 20, 2025

Voice of customer insights are only as powerful as the people equipped to act on them. In many organizations, feedback programs struggle to drive real change because employees aren’t trained to interpret or use the data. A robust voice of the customer training program can bridge this gap. This guide will walk you through building a VoC training curriculum that actually sparks action.

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Training Customer Journeys Leadership Handbook 62

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Case Study

Kapta Customer Success

MAY 20, 2025

Discover how relationship mapping can transform your strategic account management by providing clear visibility into complex organizations, identifying key influencers, and driving successful sales outcomes.

Sales 59

Sales Management CRM Customer Engagement 59

Thematic

MAY 20, 2025

Qualitative Data Analysis (QDA) software, sometimes described using the acronym CAQDAS (Computer-Assisted Qualitative Data Analysis Software), refers to tools that help you organize, code, and derive insights from non-numerical data like text, audio, video, and images. They are responsible for making qualitative data analysis possible minus the manual work.

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Analysis Software Tools Data 62

Blake Morgan

MAY 20, 2025

Energy is one of the few services people rely on daily but rarely think about until the bill spikes or the power goes out. In this episode of The Modern Customer Podcast , Suzie Dieth , Chief Experience Officer at NRG , shares how the company is transforming customer experience in the energy sector by combining energy services with smart home technology to deliver more relevant, proactive exp

Customer relationships 59

Customer relationships Customer Experience Ecommerce Leadership 59