Alida
JULY 3, 2025
At a spotlight Activate 2025 panel, industry experts delved into the world of mixed method research. The conversation explored the powerful synergy of qualitative (qual) and quantitative (quant) methods, offering tips on how to unlock these approaches to deepen consumer understanding.
PeopleMetrics
JULY 3, 2025
Now that you know what NPS is (and what it isn’t) let’s get practical. The truth is that too many organizations treat NPS as a box to check. They ask “the question,” report the score to the leadership team or board, and move on. But if you don’t get the basics right, you risk collecting biased, unreliable, or flat-out useless data! That’s why the best companies invest time in designing their NPS surveys carefully, so they get feedback they can trust and act on.
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CSM Magazine
JULY 3, 2025
Research shows that 86% of buyers will pay more for a better customer experience, yet many businesses struggle to pinpoint exactly where their customers encounter problems. The solution lies in customer journey analytics—a powerful approach that reveals hidden friction points and transforms your understanding of the customer experience. Customer journey analytics examine every touchpoint a customer has with your business, from initial awareness to post-purchase support.
Thematic
JULY 3, 2025
Building your own AI feedback analytics platform can quickly become expensive. A 2024 IDC study found that companies that shifted workloads to managed cloud services cut five-year operating costs by 48%. Applied to feedback analytics, internal builds can cost around $1.8 million over five years. In contrast, a SaaS solution, supporting 50 users and moderate volumes of unstructured feedback, might total roughly $900,000 (based on an illustrative 50-seat license with moderate data volumes over a f
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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.
CSM Magazine
JULY 3, 2025
Customer journeys work best when they’re not just a straight line but a map drawn with the customer in mind. That’s where AI steps in. With AI, brands can stop guessing and start listening, using signals from each interaction to make the entire experience more personal and helpful. Done right, AI turns scattered touchpoints into a connected path that feels natural, not forced.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
JULY 3, 2025
While businesses invest heavily in improving their products and services, many overlook a critical component that can make or break customer satisfaction: routing decisions. Predictive routing leverages advanced analytics and machine learning to anticipate customer needs and optimize their journey through every touchpoint. Here we explore how predictive routing works, its impact on customer experience personalization, and practical strategies for implementation What is Predictive Routing?
The DiJulius Group
JULY 3, 2025
Day in the life Summary In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced by young adults. The conversation. Read Full Article The post 211: Building Empathy Using A Day in The Life Video appeared first on The DiJulius Group.
CSM Magazine
JULY 3, 2025
These days, where customer feedback travels fast and far, the right customer complaint management software can make all the difference. But with so many options out there, how do you choose the best tool for your team? For customer service managers looking to improve their responsiveness and manage complaints with efficiency, we’ve put together a list of the 10 best customer complaint software that deserves your attention. 1.
Optimove
JULY 3, 2025
Elevate Web Marketing with Real-time Web Push Download Now Here are the recommended reads for this week and why they matter: 1. Will AI ‘Completely Rewire’ Loyalty Programs? By Michael Brady, CX Dive Brady examines how AI pushes loyalty beyond segmentation and into true one-to-one personalization. The article warns, however, that without human oversight, brands risk crossing the line into experiences that feel “impersonal, off base, and overcurated.
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.
CSM Magazine
JULY 3, 2025
TalkTalk is enhancing its customer service capabilities by leveraging NiCE’s AI-powered platform, CXone Mpower. The collaboration aims to consolidate TalkTalk’s various operating systems into a unified AI platform, empowering frontline agents with streamlined processes and intelligent automated tools for real-time customer interactions. By implementing CXone Mpower, TalkTalk seeks to improve response times, enhance accuracy in issue resolution, and deliver a seamless customer experie
Perkville
JULY 3, 2025
Features Case studies Partners pricing Videos See a demo Docs Blog Videos sign in July 3, 2025 Why Perkville Is the Best Referral Platform for your Gyms and Boutique Fitness Studios Sunil Saha In a crowded market of referral software, Perkville stands out as the most powerful, integrated, and conversion-optimized referral platform built specifically for gyms and boutique fitness studios.
CSM Magazine
JULY 3, 2025
Manhattan Associates has introduced new enhancements to Manhattan Active Omni, focusing on improving customer experiences and operational efficiency. The updates include advanced AI-powered tools for customer engagement, flexible fulfilment, and support for over 30 languages in customer inquiries via chat or email through Manhattan Active Maven. Retailers can now benefit from features like order edits, invoice requests, returns, and digital product support, transforming how they interact with cu
AWS Machine Learning
JULY 3, 2025
In the telecommunications industry, managing complex network infrastructures requires processing vast amounts of data from multiple sources. Network engineers often spend considerable time manually gathering and analyzing this data, taking away valuable hours that could be spent on strategic initiatives. This challenge led Swisscom , Switzerland’s leading telecommunications provider, to explore how AI can transform their network operations.
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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.
CSM Magazine
JULY 3, 2025
Cognizant and Salesforce have expanded their partnership to offer new services for deploying AI agents to transform customer and business operations. The services aim to accelerate the adoption of AI-augmented workforces by combining human expertise with autonomous agents to enhance productivity and scalability. Agentforce, Salesforce’s digital labor platform, facilitates the integration of autonomous AI agents into workflows, providing access to partner-built actions and templates for rap
Customer Think
JULY 3, 2025
Revenue comes from customers. So what I’m about to reveal is written from your customer’s perspective. Everything I do with business leaders is designed to reduce the gap between what the leaders think and what their customers think. Closing that gap is the most effective, powerful, and consistent way to grow sales.
CSM Magazine
JULY 3, 2025
Thoma Bravo is in advanced talks to acquire Verint, the customer relationship software company, amidst the AI revolution impacting the CRM sector. The deal value remains undisclosed, with Verint’s market capitalization currently at $1.1 billion. Verint’s shares surged by 15% in after-hours trading following the news of the potential acquisition.
Brandwatch CX
JULY 3, 2025
Women's sports are on the rise. But how can brands tap into the growing conversation? Here's what you need to know.
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.
CSM Magazine
JULY 3, 2025
SAP has launched a new cloud edition of SAP Customer Checkout, offering a seamless, efficient, and scalable point-of-sale solution for various industries. The evolution of SAP Customer Checkout began in 2014 as an on-premise solution and has now transitioned to the cloud, catering to over 900 customers in more than 50 countries. The cloud edition includes two components: SAP Customer Checkout manager, cloud edition, and SAP Customer Checkout point-of-sale, cloud edition, providing centralized pl
2020 Research
JULY 3, 2025
Discover why organizations of all kinds fall in love with omnibus surveys, the simple yet highly effective approach to research.
CSM Magazine
JULY 3, 2025
Trailways has been recognized as one of the top three bus companies in the United States by USA Today’s 10 Best Readers’ Choice Awards 2025. The award acknowledges Trailways for its commitment to safe, affordable, and enjoyable travel experiences, offering modern amenities that redefine comfortable and reliable travel. “We’re honored to be recognized by USA Today and their readers,” said Robert Brisman , Chairman of Trailways. “This acknowledgment reflects
Forrester's Customer Insights
JULY 3, 2025
Explore USU’s strategic insights from USU World 2025, where they unveiled their vision for IT service management (ITSM) amid growing global competition. Discover their focus on GenAI-powered solutions, data governance, and community engagement, as well as how they’re addressing the evolving demands of a hybrid, AI-driven digital landscape. Learn about their commitment to operational compliance and innovative service delivery.
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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.
Customer Think
JULY 3, 2025
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Forrester's Customer Insights
JULY 3, 2025
On July 2, 2025, intranet provider LumApps announced that it will merge with the Swiss headquartered frontline employee app vendor Beekeeper. The new combined company is backed by the private equity group Bridgepoint, which had already acquired a majority stake in LumApps in 2024. The combined company has a valuation of over $1 billion.
Customer Think
JULY 3, 2025
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AWS Machine Learning
JULY 3, 2025
Although rapid generative AI advancements are revolutionizing organizational natural language processing tasks, developers and data scientists face significant challenges customizing these large models. These hurdles include managing complex workflows, efficiently preparing large datasets for fine-tuning, implementing sophisticated fine-tuning techniques while optimizing computational resources, consistently tracking model performance, and achieving reliable, scalable deployment.The fragmented n
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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.
Customer Think
JULY 3, 2025
Source: Adobe Stock If we’re honest, we’d admit that much of B2B marketing today is performance. It’s shallow, lacks the nuance that comes with buyer context, and suffers from irrelevance.
Forrester's Customer Insights
JULY 3, 2025
According to Forrester’s Marketing Survey, 2025, only 21% of marketing leaders report that a “Transition from lead-focused efforts to buying groups and opportunity management” was among the most important priorities for their marketing strategy in the next 12 months.
Customer Think
JULY 3, 2025
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