eglobalis

APRIL 15, 2025

Part II: Building Strategic Value Through Trust, Flexibility, and Innovation [link] Introduction: When Core Value Isnt Enough In Part I of this series, we explored the foundational pillars of B2B value creationdimensions like risk mitigation, customer experience, cost reduction , and operational efficiency. These remain essential. However, in many industriesparticularly tech, telecom, high-tech manufacturing, and B2B services foundational capabilities no longer guarantee differentiation.

Contact Center 358

Contact Center B2B Innovation Automotive 358

Calabrio

APRIL 15, 2025

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access.

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Self Service Contact Center Healthcare Chatbots 235

InMoment XI

APRIL 15, 2025

What our 2025 market pulse uncovered about the future of AI, people, and decision-making during economic volatility. The Paradox of 2025 Its one of the most contradictory signals in todays economy: Companies are laying off talent, tightening budgets, and preparing for what could be a prolonged downturn. And yet, theyre investing more aggressively in AI than ever before.

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Hospitality Healthcare System ROI 195

Experience Investigators by 360Connext

APRIL 15, 2025

Customer experience leadership is not just about gathering insightsit’s about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard , Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.

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Leadership Voice of Customer Metrics Customer Experience Management 143

Speaker: Kevin Burke, Founder & Managing Director at Digital One and AI & Automation Consultant

AI and automation are currently transforming the way sales and marketing teams operate. Generative AI crafts personalized outreach at scale, while conversational AI bots are engaging prospects in real time. Robotic process automation streamlines manual workflows by triggering tasks the moment a prospect takes a key action, and advanced AI analytics surface hidden patterns in the pipeline, improve forecasting, and help teams make data-driven decisions with confidence.

Sales

Comm100

APRIL 15, 2025

Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends. Comm100s AI Agent and AI Copilot already help support teams automate conversations and boost productivity.

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Analysis Trends Sales Interaction 130

Comm100

APRIL 15, 2025

We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients.

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Knowledge Base Policies Interaction Customer relationships 130

Interactions

APRIL 15, 2025

In todays hyper-competitive business landscape, customers expect seamless and frictionless experiences. If your brand makes customers jump through hoops to resolve an issue, they wont just be frustrated, theyll leave. Research shows that 96% of customers who experience high-effort interactions become disloyal. On the flip side, reducing effort can increase repurchase intent by up to 94%.

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Effort Score Self Service Metrics eBook 62

Alida

APRIL 15, 2025

In today's digital landscape, understanding user behavior is paramount to creating products that resonate with audiences. User Experience (UX) Analytics offers a data-driven approach to deciphering user interactions, enabling businesses to refine their offerings for optimal engagement and satisfaction.

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User Experience Analytics Data How To 147

BirdEye

APRIL 15, 2025

With over 56.2 million social media users in the UK, it’s clear that platforms like Instagram, LinkedIn, TikTok, and X (formerly Twitter) are more than just spaces for sharing selfies or updates. Theyre powerful tools that shape public perception and brand identity. In todays digital world, where social media is tightly woven into both personal and professional life, the line between the two is increasingly blurred.

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Social Media Policies Brands Guidelines 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

Adrian Swinscoe

APRIL 15, 2025

Todays podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Ghler, which took place at Zendesks recent Relate event, which took [] The post Starting a resolution revolution Interview with Tom Eggemeier, Adrian McDermott and Matthias Ghler of Zendesk first appeared on Adrian Swinscoe.

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Knowledge Base Employee Engagement Customer Satisfaction Employee Experience 59

Blake Morgan

APRIL 15, 2025

Discover how AI, paired with human ingenuity, is transforming the future of customer experience. On this episode of The Modern Customer Podcast , Zendesks CTO shares how AI is reshaping CX and EXfrom RAG to agent co-pilots. Recorded live at the Zendesk Relate conference in Las Vegas, the conversation centers on a bold idea: were no longer limited by what AI can dowere only limited by how creative

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Conference Leadership Training Customer Focused 59

Think Customers

APRIL 15, 2025

When it comes to revenue generation, every sale is important. The right sales strategy (and a team ready to put it into action) is critical to meeting business goals and driving ROI but the sales landscape is evolving quickly. AI-powered tools are giving sales teams more insights at their fingertips than theyve ever had before. Using those insights to understand customers better, identify sales opportunities during service interactions, and improve associate coaching can help organizations driv

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Contact Center Sales ROI Tools 52

BirdEye

APRIL 15, 2025

Attraction marketing is built for the moment were inwhere customers dont want to be pitched, pressured, or pushed. They want answers. They want proof. And they want to decide on their terms, not yours. If your ads are getting skipped, emails ignored, and posts fall flat, its not your product or serviceits your approach. What customers want now is value firstreal help, not hype.

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Marketing Social Media Multi-Channel Brands 52

Speaker: David Worrell, CFO, Author & Speaker

Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.

Financial

Optimove

APRIL 15, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: April 15th might be Tax Day in the U.S., but every day can feel like an audit for marketers trying to embrace AI and real-time marketing. The promise of AI is clearfaster campaigns, deeper personalization, and fewer bottlenecks. But the path there is filled with obstacles that slow teams down and keep them tied to siloed structures.

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Marketing CRM Analysis Tips 52

Gainsight

APRIL 15, 2025

Welcome to the grandestor Grande-ist stage of Customer Success: Pulse 2025! Set against the dazzling backdrop of Las Vegas, a city synonymous with dreams and possibilities, our conference, themed around the beloved musical Wicked, promises to enchant and empower. On May 28th and 29th, Gainsight invites you to transform into students of Shiz University in the land of Oz, where innovation and ambition will meet at the intersection of customer success.

Effort Score 52

Effort Score Conference Leadership ROI 52

SurveySensum

APRIL 15, 2025

Do you know what your customers really want? If you’re actively listening to their feedback, then you probably have a good idea. However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. VoC tools allow you to discover how your customers feel about your products and services, understand their expectations, and find ways to deliver the best customer experience possible.

Tools 52

Tools Multi-Channel Analysis Analytics 52

DCX

APRIL 15, 2025

📌🚀 Make faster, smarter CX decisions in under 10 minutes—free for a limited time. Say goodbye to overwhelm and hello to crystal-clear prioritization. Download your free set of 32 GenAI prompts right now. Prioritize smarter, communicate better, and achieve tangible results—starting today. You’ll get plug-and-play prompts to: ✅ Rank initiatives by ROI, urgency, and feasibility (Prompt #7 = game changer) ✅ Clarify impact and align projects with business

NPS 52

NPS Net Promoter Score Feedback Leadership 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

eGain Blogs

APRIL 15, 2025

Introduction: The Dawn of a New System of Record Enterprise architecture has historically centered around critical systems of recordERP for financial data, CRM for customer relationships, HCM for employee information. These foundational platforms have powered enterprise operations for decades, establishing the guardrails and frameworks that enable reliable business processes.

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System Self Service Government Competitive Advantage 40

NobelBiz

APRIL 15, 2025

Customers dont remember if your agent followed the script. They remember how the conversation made them feel. If your training focuses only on avoiding mistakes, youre missing the chance to build real trust. Key Takeaways Connection Over Compliance: Traditional script-based training prioritizes error avoidance, but fails to create meaningful customer connections.

Training 40

Training Connections Contact Center Call Center 40

Forrester's Customer Insights

APRIL 15, 2025

Loads of news came out of a hot Google Cloud Next 2025 in Las Vegas. The most notable announcements? Sovereign AI solutions on-prem, developer innovations that meet timely needs, very applicable multimodality for content and CX, and new elements for building the enterprise agentic AI stack. What was lacking?

Innovation 29

Innovation Meeting Trends Customers 29

Centercode

APRIL 15, 2025

Centercode 10x redefines user testing with AI, app integration, and real-world insights to fast-track better product decisions.

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Forrester's Customer Insights

APRIL 15, 2025

Forrester analyzed the earnings calls of the 10 largest cybersecurity vendors by market cap and identified key trends for technology executives (Forrester clients can read the report here).

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Financial Trends Report Technology 26

Adrian Swinscoe

APRIL 15, 2025

Todays podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Ghler, which took place at Zendesks recent Relate event, which took [] The post Starting a resolution revolution Interview with Tom Eggemeier, Adrian McDermott and Matthias Ghler of Zendesk first appeared on Adrian Swinscoe.

Knowledge Base 52

Knowledge Base Employee Engagement Customer Satisfaction Employee Experience 52

Blueshift

APRIL 15, 2025

Weve been told the customer is always right. But are marketers really listening? Todays consumers demand relevance, timeliness, and recognition at every turn. Forrester reveals that a mere 3% of businesses are genuinely customer-obsessed. What are the other 97% missing? Customer Engagement Platforms (CEPs) offer a refreshing dose of clarity. A Customer Engagement Platform (CEP) transforms how businesses interact with their customers.

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Customer Engagement Engagement How To CRM 52

rethinkCX

APRIL 15, 2025

Discover how much call center outsourcing costs with this clear breakdown from RethinkCX. Get regional averages and cost-saving tips.

Call Center 52

Call Center Tips 52

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

PeopleMetrics

APRIL 15, 2025

When I wrote Listen or Die back in 2017, I ended the book with a simple but powerful idea: Play offense with systemic change. That hasnt changed. In fact, its truer today than ever. But what has changed what I never could have fully predicted in 2017 is how AI has supercharged the entire VoC landscape. AI is no longer just about text analytics. AI is not just helping you listen better its helping you act better.

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System ROI Survey Analytics 62

rethinkCX

APRIL 15, 2025

Learn how to outsource customer support without losing quality with this comprehensive guide from RethinkCX. Ensure seamless CX today.

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How To Customers Customer Experience 52

AWS Machine Learning

APRIL 15, 2025

Organizations are constantly seeking ways to harness the power of advanced large language models (LLMs) to enable a wide range of applications such as text generation, summarizationquestion answering, and many others. As these models grow more powerful and capable, deploying them in production environments while optimizing performance and cost-efficiency becomes more challenging.

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Policies Connections Resources Training 113