Calabrio

MAY 8, 2025

Digital Transformation Cloud vs. On-Premise Contact Centers: Which Model Will Drive Your Business Forward? Jump ahead Understanding the Fundamentals: Defining On-Premise and Cloud Contact Centers The Core Comparison: Cloud vs. On-Premise Contact Center Solutions Deep Dive: The Overwhelming Benefits of Cloud Contact Centers Meeting Skyrocketing Customer Expectations: The (Cloud) Omnichannel Imperative Addressing the Challenges of On-Premise Contact Center Solutions Making the Switch: Migrating fr

Contact Center 130

Contact Center Call Center Call Center Solutions Comparison 130

TechSee

MAY 8, 2025

In today’s service economy, speed isn’t just a benefit—it’s a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.

Case Study 124

Case Study NPS Video Study 124

The DiJulius Group

MAY 8, 2025

Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of. Read Full Article The post The Most Effective Ways to Train Gen Z on Customer Service appeared first on The DiJulius Group.

Training 75

Training Customer Service Video Trends 75

PeopleMetrics

MAY 8, 2025

The $10 million fraud scheme involving Op4G and Slice shocked the industry. And it should have. But here's what most people missed this fraud wasnt even sophisticated. It was carried out by real people manually taking fake surveys (using VPNs, screeners scripts, and coaching instructions) and they still got away with it for almost a decade. Heres the money quote from the indictment: These instructions included directions on how to answer survey screener questions, provided parameters on how lon

System 62

System Data Marketing Survey 62

Advertisement

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

Thematic

MAY 8, 2025

Customer reviews are often the first place product and CX teams go when something feels off—but they’re rarely treated as a reliable source of strategic insight. They’re scattered across platforms, inconsistent in tone, and filled with noise. Parsing them at scale feels like more trouble than it’s worth. But when done right, review data can reveal exactly where customers are getting stuck, what features are falling short, and what moments genuinely delight—acro

Roadmap 62

Roadmap How To Analysis Effort Score 62

Maru Group

MAY 8, 2025

Customer expectations have changed when it comes to home deliveries, and smart brands are delivering more to cater for the increasingly complex logistics in their customers lives. Half of UK consumers say that real-time, accurate delivery updates are more important to them now than before the pandemic, and perhaps surprisingly this is significantly higher amongst those with a hybrid working arrangement.

Retail 52

Retail Brands Omni-Channel Consumers 52

The DiJulius Group

MAY 8, 2025

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that.

Poor Customer Service 55

Poor Customer Service Trends Groups Customers 55

rethinkCX

MAY 8, 2025

IntroductionIn the fast-paced world of ecommerce, customer support has emerged as a critical driver of success. With online shopping growing exponentiallyglobal ecommerce sales reached $5.8 trillion in 2023, per Statista - brands face increasing pressure to deliver seamless, responsive service. Outsourcing customer support has become a prominent trend, allowing ecommerce businesses to meet these demands efficiently.

Ecommerce 52

Ecommerce Brands Social Media Trends 52

Brandwatch CX

MAY 8, 2025

Explore key methods and insights of ethnographic research to enhance your understanding and application. Read the article to elevate your research skills.

Marketing 52

Marketing Measurement Brands 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

TechSee

MAY 8, 2025

In todays service economy, speed isnt just a benefitits a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.

Case Study 109

Case Study NPS Video Study 109

Optimove

MAY 8, 2025

The tariff decisions are driving fast change and retailers have been quick to react as consumers are already changing shopping behavior. Experts share insight on how retailers should respond. The post Tariffs in retail: What retailers should do as consumers react, experts offer advice appeared first on Optimove.

Retail 40

Retail Consumers 40

Forrester's Customer Insights

MAY 8, 2025

Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences.

Banking 32

Banking Innovation Technology Consumers 32

Customer Think

MAY 8, 2025

A sobering statistic continues to haunt the business world: according to McKinsey research, nearly 70% of digital transformations fail to deliver their intended outcomes. Despite billions invested in technology initiatives, organisations struggle to realise meaningful business value. The culprit?

Strategy 65

Strategy Technology Customers Voice of Customer 65

Advertisement

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

Brandwatch CX

MAY 8, 2025

Explore essential strategies for effective YouTube influencer marketing in 2025. Learn how to connect with audiences and elevate your brand. Read more.

Marketing 52

Marketing Connections Brands Strategy 52

Customer Think

MAY 8, 2025

Its Sunday night and I havent begun to write my Monday article, which is usually completed by Friday. I didnt have an opportunity to write on Friday or Saturday because we were in NYC getting a private tour of the MLB Replay Center which was truly amazing. Check this out!

Sales 45

Sales 45

Calabrio

MAY 8, 2025

Analytics Rethinking Government Contact Centers: The Strategic Imperative for Better Citizen Service Jump ahead Progress Undeniable But Gaps Remain Transforming the Government Contact Center: From Cost Center to Trust Builder Barriers to Service Excellence What Good Looks Like in Government Contact Centers Looking Ahead: From Compliance to Connection The Takeaway Share Book a demo Lets get started Across public-sector organizations, contact centers are essential gateways to inclusive, accessible

Contact Center 147

Contact Center Government Effort Score Policies 147

Customer Think

MAY 8, 2025

Despite significant investments in personalization technology, most ecommerce brands struggle with a shocking reality: personalization tools have a low utilization rate and, according to Gartner research, the majority of marketers still struggle with personalization solutions. This disconnect between investment and implementation stems from a fundamental misalignment between personalization strategies and customer journey realities.

Ecommerce 45

Ecommerce Customer Journeys Technology Tools 45

Advertisement

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

Retently

MAY 8, 2025

Table of Contents Key Takeaways Why Refunds Happen And Why Thats Okay The Real Problem: The Silent Good-bye Retaining Refunding Customers: What Actually Works Refund Recovery Tactics: How to Win Them Back From Refund to Referral: Its Possible Tools That Help Make It Happen Conclusion: Treat Refunds as a Start, Not a Stop Refunds usually feel like failure We lost the sale.

Ecommerce 90

Ecommerce Sales CRM Survey 90

Customer Think

MAY 8, 2025

As many of you know, ValueSelling has a satellite office in Charleston, South Carolina. At the time of writing, spring is in full swingit feels like the whole city is shaking off the gray winter and embracing the opportunity to gather outside again.

Sales 45

Sales 45

CSM Magazine

MAY 8, 2025

Loyalty programs used to be simple. Points, discounts, maybe a birthday coupon. But let’s be honest today, that kind of loyalty is cheap. Customers expect more. They want value, personalization, and experiences that feel made just for them. The old rules? Out the window. If your loyalty program hasnt evolved in the past few years, odds are its already outdated.

Loyalty Programs 52

Loyalty Programs Loyalty Gamification Trends 52

Centercode

MAY 8, 2025

Beta can't be a checkbox anymore. Tight timelines demand early, focused, outcome-driven testing to ensure launch readiness.

59

59

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

Customer Think

MAY 8, 2025

This is a short excerpt of data from The State of Martech 2025 report that will be released on May 6, 2025. You can get the complete 100+ page report and access to an extended keynote presentation of our research by registering for free for #MartechDay.

Marketing 53

Marketing Report Data Technology 53

Optimove

MAY 8, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketing teams are constantly under pressure to do more with less, especially when it comes to delivering timely, personalized content. Customers demand real-time updates, personalized offers, and messages that feel they were made just for them. But as any marketer knows, getting the right content into campaigns isn’t always easy.

Connections 52

Connections Data CRM Tips 52

Customer Think

MAY 8, 2025

Have you ever found yourself shopping online, only to get frustrated by a complex login process? Maybe you cant remember your password, only to try to reset it but then cant remember your username or which email address you provided.

Loyalty 49

Loyalty Technology Customers 49

Optimove

MAY 8, 2025

Em entrevista exclusiva ao SBC Notcias Brasil , Pini Yakuel , CEO, e Felipe Nadalini , executivo de Contas de Vendas para o Brasil, da Optimove , comentaram a transio da marca para o mercado regulamentado, os planos para os prximos anos e o papel da tecnologia no futuro das apostas on-line. The post Impacto da tecnologia no setor de apostas: insights da Optimove para o mercado brasileiro appeared first on Optimove.

40

40

Advertisement

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait Times

Customer Think

MAY 8, 2025

For consumer-facing businesses, customer retention is always a challenge, one often addressed through loyalty strategies. However, to be effective, loyalty programs must stand out from competitors’ offerings. As competition intensifies, AI offers a clear path to strengthening loyalty strategies and delivering real returns on investment.

Loyalty Programs 49

Loyalty Programs Loyalty Return on Investment Customer Retention 49

Forrester's Customer Insights

MAY 8, 2025

Read this Forrester blog for the top lessons learned from interviews with order management system customers.

System 26

System Management Customers Retail 26

Customer Think

MAY 8, 2025

Third in a three-part series. Here are Part 1 and Part 2. This article concludes our three-part series on what managers do when they observe, make decisions, and take action. Part 1 covered observation. Part 2 covered deciding. In this piece, I will reveal the behaviors of successful managers when it’s time to take action.

Marketing 45

Marketing Management Leadership 45