Tue.Jan 21, 2025

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The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience

ECXO

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. I hope your holiday season was as refreshing and fun as mine and that youre kicking off 2025 feeling energized and ready to tackle whatever comes your way!

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Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI

PeopleMetrics

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.

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How user-centric are you? Probably not enough.

Alida

Dr.

Tips 130
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[Experience Action Podcast] CX Pulse Check – January 2025

Experience Investigators by 360Connext

It’s time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive marke

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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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YouTube Audit: Essential Steps for Channel Growth and Optimization

Brandwatch CX

Boost your YouTube channel's performance with our essential audit guide. Identify areas for improvement and take actionable steps today! Read more.

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Enabling generative AI self-service using Amazon Lex, Amazon Bedrock, and ServiceNow

AWS Machine Learning

Chat-based assistants have become an invaluable tool for providing automated customer service and support. This post builds on a previous post, Integrate QnABot on AWS with ServiceNow , and explores how to build an intelligent assistant using Amazon Lex , Amazon Bedrock Knowledge Bases , and a custom ServiceNow integration to create an automated incident management support experience.

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Optimove Insights: 2025 Consumer Marketing Fatigue Part 3

Optimove

Personalization: The Key to Cutting Through the Noise In an age of marketing fatigue, Part 3 of the 2025 Optimove Insights Consumer Marketing Fatigue Report reveals how personalization and relevance can drive engagement and loyalty. In the report you’ll find insights showing that: Tailored messages resonate: Consumers value personalization that reflects their needs.

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What is Text Analytics? Your Beginner’s Guide to Transforming Data into Insight

Thematic

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? They use text analytics ! So, what is text analytics? It’s a powerful tool that helps you understand what your customers are really saying by transforming unstructured text into meaningful insights. Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data.

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Turning Crisis Into Connection: How IVAs Can Support Utility Customers During Outages

Interactions

Utility outages due to extreme weather are accelerating customer service challenges for utility providers. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports. Eight in 10 major U.S. power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central.

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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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7 Ways to Ensure Your Brand Reflects Your Customer Service Promise

CSM Magazine

Your brand’s promise is more than just words on a page – it’s a special bond with your customers. And the only way to keep that bond strong is by delivering a consistently exceptional experience that’s true to who you are. Slip up on customer service, and you’ll pay the price: damaged trust, fading loyalty, and customers who take their business elsewhere.

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Instagram Creator Accounts: What You Need to Know

Brandwatch CX

Discover the benefits of Instagram Creator Accounts and learn how to set one up effectively. Read our comprehensive guide to optimize your presence!

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How Does Customer Service Affect Customer Loyalty

CSM Magazine

While product quality and price remain important, exceptional customer service has emerged as a critical factor in fostering long-term customer loyalty. Here we look at some of key elements that affect customer loyalty, The Role of Customer Service Agents Customer service agents are on the frontline in the quest for customer loyalty. They are often the first point of contact for customers seeking help or information, and their ability to resolve issues efficiently and courteously can make a sign

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What is a Good Engagement Rate on TikTok? Your Benchmarks for 2025

Brandwatch CX

Discover what constitutes a good engagement rate on TikTok and get practical tips to enhance your performance. Read the article for actionable insights!

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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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Why It’s Time to Move Away from Shared Hosting

CSM Magazine

While shared hosting has long been a popular choice for its affordability, the time has come to reconsider its viability for modern websites. Lets explore why moving away from shared hosting could be the best decision for your online presence. Limited Resources Impact Performance Shared hosting operates on a model where multiple websites share the same server resources, including CPU, RAM, and bandwidth.

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What the 2024 CS Index Means for EMEA

Gainsight

Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after year that they recognize the business value of CS by investing more resources and expanding CS team responsibilities. We surveyed companies across industries for the CS Index 2024 , and we noticed a few trends for EMEA that we think will dictate strategies in 2025 in the region.

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What is 3PL Logistics?

CSM Magazine

Third-party logistics (3PL) refers to outsourcing logistics operations, such as warehousing, inventory management, order fulfillment, and shipping, to an external service provider. By leveraging the expertise and resources of 3PL companies, businesses can streamline their supply chains, reduce costs, and enhance customer satisfaction. This comprehensive guide explores the concept of 3PL logistics, its benefits, and how to choose the right 3PL partner or the fulfillment service.

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DCX # 136 | How to Prioritize Your CX Projects Without Losing Your Mind

DCX

Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today! How to Prioritize Your CX Projects Without Losing Your Mind We’ve all been there: you open your inbox on a Monday morning, and you’re hit with three new “urgent” CX initiatives, a half dozen improvement ideas, and a request from your boss abou

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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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Comprehensive Guide to Call Center Auto-Dialers

NobelBiz

Running a successful call center requires balancing efficiency with meaningful customer engagement. Auto-dialers make this balance possible by automating one of the most repetitive and time-consuming tasks: dialing numbers. These systems call contacts from a preloaded list, connect answered calls to agents, and handle unanswered calls with pre-recorded messages or follow-ups.

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Transform your business’s Yelp presence with Birdeye

BirdEye

With an average of 2.7 million people visiting Yelp each day, it stands as one of the most trusted platforms for online reviews , helping millions of businesses connect with their potential customers. Now, with Birdeye partnering with Yelp, you can manage your multi-location businesss Yelp presence in a simpler and more efficient way. This partnership allows you to seamlessly build, manage, and enhance your Yelp profilesright from the Birdeye platform.

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Customer Trust: Why It Matters and How to Measure It

Blake Morgan

Measuring customer trust is one of the biggest challenges businesses face today. Trust is critical to building strong customer relationships, but many companies struggle to define it, let alone measure it in a way that drives meaningful change. In this episode of The Modern Customer Podcast , I sit down with Megan Burns , a Fortune 500 advisor and keynote speaker with over 20 years of experience helping com

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Netigate Releases New AI Feature to Help Organisations Better Understand and Act Upon Customer and Employee Feedback Data

CSM Magazine

Netigate is taking feedback management to the next level with the release of Ask AI. The new feature helps organisations, from banking to retail, telecoms, and more, extract actionable insights from their customer and employee experience data effortlessly and affordably. Netigate , a leading provider of experience management solutions, has announced the launch of Ask AI, a generative AI feature designed to help companies andorganisationsget clear answers from the voices of their customers and em

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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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Transform Law Firm Planning, Reporting & Operations with Oracle Cloud EPM

Circular Edge

Introduction: Why EPM Matters for Law Firms Law firms operate in a unique financial and operational ecosystem. With no tangible products to sell, revenue generation is tightly tied to people, their expertise, and their output. Adding to the complexity is the need to allocate resources effectively, balance profitability across practices, and navigate the increasing demand for agility and technological innovation.

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Blueshift’s Cross-channel Marketing Platform Named Leader in Winter 2025 by G2

Blueshift

In the ever-evolving world of marketing technology, achieving recognition from customers and industry analysts is no small feat. Blueshifts Intelligent Customer Engagement (ICE) platform has done just that. As 2025 kicks off, Blueshift celebrates three G2 awards alongside high ratings on Gartner Peer Insights, underscoring our commitment to empowering brand marketers with patented AI-driven solutions for personalized, real-time customer engagement.

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King Billy Casino Gaming Site: History of Creation and Basic Information About the Casino

CSM Magazine

The history of king billy casino’s emergence attracts attention with its unique concept and rapid development. Founded in 2017, it is the result of a team inspired by the idea of creating a space that combines quality, safety and an interesting story. The legend of King Billy Casino is the central element that sets the project apart from its competitors, adding to its vibrant personality.

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The Definitive Guide to 2025 Marketing Trends 

SmartMessage Blog

As we step into 2025, the marketing landscape is undergoing transformative changes, presenting businesses with both unprecedented opportunities and significant challenges. To remain competitive, organizations must adapt swiftly to evolving trends and technologies that are redefining how brands connect with their audiences. This guide aims to provide a comprehensive analysis of the most impactful marketing trends of 2025.

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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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Optimove Announces Optimove Ignite+: A New Comprehensive Program Tailored to Accelerate Growth for Emerging iGaming and Sports Betting Operators

Optimove

s emerging iGaming and sports betting operators have often struggled to scale and compete effectively, Optimove announced today the launch of Optimove Ignite+, a comprehensive program tailored to accelerate growth for emerging operators. The post Optimove Announces Optimove Ignite+: A New Comprehensive Program Tailored to Accelerate Growth for Emerging iGaming and Sports Betting Operators appeared first on Optimove.

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The AI Coding Honeymoon (And What Comes After)

Forrester's Customer Insights

Let me tell you about my first time using an AI coding assistant. Picture this: I enter a prompt and sit at my desk watching in slack-jawed amazement as my digital partner spins up hundreds of lines of perfectly-formatted code faster than I can brew my morning coffee. “Add authentication!” POOF! “Create a data visualization!

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History of Lucky Elf Casino: How the Online Platform Developed and How Popular It Is in the World

CSM Magazine

In 2022, a company appeared on the market that was able to stand out thanks to its wide range of entertainment and thoughtful approach to work. LuckyElf Casino is run by Hollycorn N.V. and operates under a license from Curaao, which guarantees high standards. The extensive collection of over 5,000 entertainment titles from 60 providers has been an important factor in its success.