Mon.Feb 03, 2025

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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.

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Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack

ECXO

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them.

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Conversational Intelligence for Location-Based Campaigns: Use Cases and Benefits

InMoment XI

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software.

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Accelerate video Q&A workflows using Amazon Bedrock Knowledge Bases, Amazon Transcribe, and thoughtful UX design

AWS Machine Learning

Organizations are often inundated with video and audio content that contains valuable insights. However, extracting those insights efficiently and with high accuracy remains a challenge. This post explores an innovative solution to accelerate video and audio review workflows through a thoughtfully designed user experience that enables human and AI collaboration.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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How To Retain Your Best People During Challenging Times

Doing CX Right

Learn how successful companies retain top talent during change. Stacy Sherman and professor Lisa Kaplowitz reveal leadership strategies to boost engagement, reduce turnover & drive success The post How To Retain Your Best People During Challenging Times appeared first on Doing CX Right.

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Your Feedback in Action: 5 Major Thematic Updates

Thematic

I'm Eddie, Thematic's new Product Manager, and I'm excited to share my first product update with you. You spoke, and we listened! Based on your valuable feedback from our recent NPS survey, we've shipped improvements across five key areas of Thematic. These updates are all about making the platform more powerful and easier to use - plus, they're all available right now.

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Top 5 Customer Service & CX Articles for Week of February 3, 2025

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to er

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10 Strategic Applications of Text Analytics

Thematic

Did you know that in 2023, the world created, captured, copied, and consumed 123 zettabytes of data? Let me help you picture this: one zettabyte is enough to store all the movies ever made—not once, but about 250 million times over ! By 2028, that number is projected to soar to over 394 zettabytes. Why does this matter? Hidden in this massive mountain of information are valuable insights that can alter how businesses, healthcare, and countless other industries operate.

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The Rise of Omnichannel Support in BPO Customer Service

CSM Magazine

Customer expectations have evolved. The modern consumer no longer relies on a single method to reach businesses. They may send an email in the morning, follow up with a chat message in the afternoon, and make a phone call by eveningall expecting a seamless experience. This shift has pushed Business Process Outsourcing (BPO) providers to embrace omnichannel support, transforming how customer service operates.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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Adverse Events in Market Research: How to Stay Compliant & Streamline Reporting

2020 Research

Healthcare market research comes with its fair share of complexities, and managing Adverse Events (AEs) is a big one. An adverse event in market research is any unintended or harmful experience reported by a participant related to a product, treatment, or intervention. This is especially important in healthcare studies, where adverse events must be documented and reported per regulatory requirements.

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A Guide to Setting up an AI Receptionist for Your Business

CSM Magazine

When it comes to managing customer interactions and improving efficiency, more businesses are turning to AI tools to handle day-to-day operations seamlessly. Enter the AI Receptionista game-changing solution that automates reception duties while maintaining a professional and responsive customer experience. From reducing missed calls to streamlining business automation, an AI receptionist can transform the way your business handles inquiries, appointments, and overall communication.

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Using NPS for Referrals: How to Build a Self-Sustaining Growth Loop

Zonka Feedback

Did you know that 84% of B2B sales start with a referral, but only 10% of companies actually have a system in place to manage them? Think about that for a secondso much untapped potential, just sitting there, waiting to be unlocked.

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How Small Businesses Can Use Planning Platforms to Set and Track Realistic Goals

CSM Magazine

Small businesses often face the challenge of juggling long-term objectives with day-to-day operations. Without a structured approach, its easy to lose sight of goals or set unrealistic expectations that can leave your team feeling overwhelmed. Thats where planning platforms come in. These digital tools enable small businesses to set achievable goals, monitor progress, and ultimately thrive in competitive markets.

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The Evolving Retailer's Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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Technology And Security Predictions: Your Questions Answered

Forrester's Customer Insights

Couldnt make the recent webinar covering our 2025 technology and security predictions? Check out the webinar replay and read our analysts responses to some of the most pressing attendee questions about the year ahead.

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40,000 Jobs Created as Kenya’s BPO Sector Thrives

CSM Magazine

Kenya’s business process outsourcing (BPO) sector has generated over 40,000 jobs, driven by supportive policies and increased investments from multinational corporations. Positioned as a key player in Africa’s outsourcing services market, Kenya is striving to become a digital outsourcing hub while addressing unemployment challenges. The country aims to create 500,000 jobs in the BPO industry in the coming years by focusing on training youth in emerging technologies like artificial in

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AI customer review software: Unlocking better insights from feedback

BirdEye

Potential customers rely heavily on reviews when making purchasing decisionsalmost 90% of respondents in Birdeye’s report on online reviews said they read more than two reviews before buying. For businesses, especially those with multiple locations, AI customer review software tools offer a powerful way to not only manage reviews but also unlock growth opportunities through actionable insights.

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Fire Safety Leader Extinguishes Customer Service Woes with Sabio’s AI-Powered Analysis Solution

CSM Magazine

Churches Fire & Security , the UK’s only fully integrated fire safety company, has successfully transformed its customer service operations through an innovative AI-powered analysis programme, revealing insights about customer behaviour and creating significant opportunities for automation. The company, which provides comprehensive fire protection and security services nationwide, partnered with digital customer experience (CX) transformation specialists Sabio Group to conduct an insig

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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Back to the Basics: A Beginner’s Guide to Customer Success

Education Services Group

Welcome to the Back to the Basics blog series, where we take a fresh look at Customer Success from the perspective of a newcomer. Whether you’re just starting out or looking to revisit the fundamentals, this series will guide you through the key concepts and serve as a reminder of why Customer Success is vital for long-term growth and satisfaction.

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Small Business Financial Planning: A Guide to Integrated Platforms

CSM Magazine

Financial planning can feel overwhelming for small business owners. With so many moving parts to managefrom tracking expenses and revenue to forecasting future growthits easy to lose sight of the bigger picture. Thats where integrated financial planning platforms come in. What Is an Integrated Financial Planning Platform? An integrated financial planning platform is a centralized tool that combines multiple financial functions in one space.

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Accessibility Is Still Vital For Businesses

Forrester's Customer Insights

Accessibility is still vital for businesses despite recent federal actions.

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Boost team innovation, productivity, and knowledge sharing with Amazon Q Apps

AWS Machine Learning

As enterprises rapidly expand their applications, platforms, and infrastructure, it becomes increasingly challenging to keep up with technology trends, best practices, and programming standards. Enterprises typically provide their developers, engineers, and architects with a variety of knowledge resources such as user guides, technical wikis, code repositories, and specialized tools.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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Health Insurers: It’s Time for Better

Forrester's Customer Insights

First and foremost, we abhor violence. Like so many others we were dismayed by the murder of UnitedHealthcare CEO, Brian Thompson. But our dismay wasn’t the only response. This event revealed widespread negative views of health insurers: stories of coverage denials, care delays, and medical bankruptcy spread across social media.

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Summarize Text Questions Using AI on QualBoard and Methodify

2020 Research

Reading through hundreds of open-ended responses takes timetime that’s better spent on tasks that yield meaningful insights. Now, AI can take over all that reading for you and provide the text summaries you need to get started on analysis. With AI Summaries , available on Methodify and QualBoard , you get instant, high-level summaries of open-ended responses that highlight key themes and provide supporting details in real time.

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Webinaari: Tutkimus – Miten taustamusiikilla rakennetaan yrityksen asiakaskokemusta ja myyntiä?

Feedbackly

Uuden tutkimuksen mukaan taustamusiikilla on mahdollista vaikuttaa asiakaskokemukseen ja kasvattaa yrityksen myynti. Nyt pureudumme ensimmist kertaa julkisesti tutkimuksen tuloksiin ja kymme lpi keskeisi oppeja yrityksille. Miss? Verkossa Milloin? Keskiviikkona 12. helmikuuta, klo 10:00 Kesto: 45 min Varaa paikkasi tst >> Uuden tutkimuksen mukaan brndiin sopivalla taustamusiikilla voidaan parantaa asiakaskokemusta ja vaikuttaa ostokyttytymiseen.

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DeepSeek-R1: Why So Startled?

Forrester's Customer Insights

This blog post follows several others by my excellent colleagues at Forrester who have previously offered various approaches to thinking about, and understanding, Deepseek-R1. Last week saw the unmatched hysteria surrounding DeepSeek’s release of an open-source model that purportedly matches GPT-4’s capabilities at a fraction of the cost.

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How to Create Sales Email Sequences That Convert

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

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Is CTV B2B Advertising’s Next Frontier?

Forrester's Customer Insights

More B2B organizations are asking whether connected television (CTV) is a viable option as traditional digital marketing channels face unprecedented challenges. With AI-powered search threatening click-throughs and the cost of social media ads rising, B2B advertisers are seeking alternatives that offer both precision and scale. IAB reports that CTV spending will increase 13.

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