Thu.Jan 23, 2025

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Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX

PeopleMetrics

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions.

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Transforming CX in 2025: Key Contact Center Trends You Need to Know

Upstream Works

Discover the top contact center trends for 2025, from AI's impact to mastering omnichannel and hyper-personalizing customer interactions. The post Transforming CX in 2025: Key Contact Center Trends You Need to Know appeared first on upstreamworks.com.

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Customer Success as Your Growth Engine: A Strategic Approach

Kapta Customer Success

Learn how to transform Customer Success into a revenue growth engine using Kapta's Key Account Management platform.

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Top Social Media Goals to Boost Your Business Engagement and Growth

Brandwatch CX

Discover essential social media goals to boost your brand strategy in 2024. Elevate your online presence and engage your audience effectively. Read more!

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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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Use AI Customer Insights to Improve Decision-Making & Drive Growth

Zonka Feedback

Want to understand your customers better? AI customer insights make it easy to uncover trends, prioritize actions and deliver personalized experiences.

More Trending

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From Sprint To Marathon: Passing The Baton From Sales To CS For Seamless Account Transitions

Forrester's Customer Insights

In 1996, four men made Canadian history when they won the Olympic gold medal in the mens 4×100 meter relay in a time of 37.69 seconds. This historic win was especially surprising, considering the team had struggled in the events leading up to it.

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Streamline custom environment provisioning for Amazon SageMaker Studio: An automated CI/CD pipeline approach

AWS Machine Learning

Attaching a custom Docker image to an Amazon SageMaker Studio domain involves several steps. First, you need to build and push the image to Amazon Elastic Container Registry (Amazon ECR). You also need to make sure that the Amazon SageMaker domain execution role has the necessary permissions to pull the image from Amazon ECR. After the image is pushed to Amazon ECR, you create a SageMaker custom image on the AWS Management Console.

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A Decade of ICE: Reflections from the Booth

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Mottis reflections on a decade at ICE highlight how far the iGaming industry has come, emphasizing the role of innovation, collaboration, and real-time engagement in driving success. With game-changing announcements like OptiLive and Ignite+, marketers now have more tools than ever to create personalized, impactful player experiences.

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Enhance your customer’s omnichannel experience with Amazon Bedrock and Amazon Lex

AWS Machine Learning

The rise of AI has opened new avenues for enhancing customer experiences across multiple channels. Technologies like natural language understanding (NLU) are employed to discern customer intents, facilitating efficient self-service actions. Automatic speech recognition (ASR) translates spoken words into text, enabling seamless voice interactions. With Amazon Lex bots, businesses can use conversational AI to integrate these capabilities into their call centers.

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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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Customer Success, Recognized: Gainsight’s Journey to the Gartner® Magic Quadrant™ and What’s Next for CS in 2025

Gainsight

Gainsight recently announced that we were named a Leader in the first-ever Gartner Magic Quadrant for Customer Success Management Platforms ; Gainsight was positioned highest on the Ability to Execute axis and furthest on the Completeness of Vision axis. But before we talk about why we believe the Gartner recognition is such an iconic moment for Gainsight and the Customer Success space, lets take a trip down memory lane.

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New Year, New Events: Connect with Uplight in Q1!

Uplight

As Uplight rings in 2025, were preparing for a first quarter packed with industry events. While were returning to our tried-and-true favorites, were attending a few new events, too. MEAAs Midwest Energy Solutions (MES) Conference January 28-30 Chicago, IL Connect with some of the Uplight team at MEAAs annual conference. Were looking forward to Read More The post New Year, New Events: Connect with Uplight in Q1!

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Best UK Energy Suppliers for Customer Service

CSM Magazine

Choosing the right energy supplier isnt just about rates; great customer service can make all the difference. Whether its resolving billing issues, navigating tariff options, or providing clear communication, a suppliers responsiveness directly impacts your day-to-day peace of mind. Here, well break down which energy companies in the UK rank highest for customer service, drawing from real feedback and independent assessments.

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Master AI in multi-location marketing to win big against competition

BirdEye

Juggling marketing efforts across multiple locations can be a significant challenge, especially in competitive markets. Businesses are increasingly moving towards using AI in multi-location marketing to set their brands at an advantage. Birdeye’s 2024 report on State of AI for agencies show that: 75% of agencies have adopted AI solutions since 2022 Over 50% of agencies use AI tools weekly for content creation, ideation, and automation of routine tasks 79% agencies plan to boost spending on

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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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How Technology is Transforming the Online Casino Industry: VR, AI, and Blockchain

CSM Magazine

The online casino industry is evolving rapidly, driven by technological advancements that enhance player experiences, security, and game diversity. Innovations like virtual reality (VR), artificial intelligence (AI), and blockchain are revolutionizing how players interact with online casinos. This article explores these technologies and their impact on the industry.

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Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award

Brad Cleveland Blog

Its been almost 25 years since the first edition of Contact Center Management on Fast Forward was introduced. The response surpassed our highest expectations, and we were excited and grateful to see the book reach so many corners of the … Continue reading → The post Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award appeared first on Brad Cleveland.

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Cracking the Code of Social Media Growth: Effective Techniques

CSM Magazine

In digital today, social networking has become an important resource which individuals and organizations utilize successfully. Today, Instagram, Facebook, Twitter, and TikTok are now being used as means for marketing, brand development, communication with the audience and the like, given that they have already become venues for publishing personal updates.

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Amid The AI Hype, Agile Still Remains Relevant In 2025

Forrester's Customer Insights

After over 12 years of leading Forresters research on agile and, from 2011, publishing a biennial Forrester report on the global state of agile adoption, we have just published The State Of Agile Development, 2025: Its Still Relevant, With Benefits And Challenges.

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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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Sabio Secures Position in Global Sustainability Rankings; Re-Affirming Green Tech Leadership

CSM Magazine

Leading CX solutions provider achieves EcoVadis silver medal, placing it in the top 15% of companies globally for sustainability practices. Sabio Group , the digital customer experience (CX) transformation specialist, has secured its position in the top tier of organisations in a global sustainability assessment. The London-headquartered but global-reaching firm, achieved a silver medal ranking in the EcoVadis scorecard, positioning the company in the top 15% of organisations evaluated worldwide

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Building strong customer relationships with feedback analytics 

Happy or Not

The foundation of a successful business lies in its ability to foster customer loyalty and drive repeat engagement. This occurs when businesses consistently meet and exceed customer expectations, ensuring satisfaction with their products and services. However, cultivating strong customer relationships presents a significant challenge, as companies cannot inherently discern their clientele’s precise needs and desires.

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Amazon Makes Retail Media Networks’ Eyes Bigger Than Their Stomachs

Forrester's Customer Insights

WHSmith just launched a retail media network (RMN) to bring retail media to their airport stores. Like every other RMN launched since Amazon, Walmart, and Best Buy pioneered retail media over a decade ago, WHSmith promises more exciting and engaging retail experiences for consumers and is tailored to the needs of… supplier brands.

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How Will Trump Tariffs and Other Policies Impact Consumer Shopping Habits?

InMoment XI

While countless articles, blogs, and posts discuss the predicted economic impact of Trump Tariffs, which refer to policies the new administration has proposed on imported goods, few focus on how consumers plan to adjust their shopping behavior. As a customer experience company , InMoment was curious about consumers perspectives on whether their shopping habits will changeor remain the samein response to his proposed policies.

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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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How To Level-Up Your Creator Marketing Program

Forrester's Customer Insights

Creator marketing programs have become a cornerstone of the social media marketing strategy across industries. As such, Forrester recommends an evolved set of metrics for measurement to optimize and show overall impact on the organization.

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Despite Themselves, Retail Media Networks Can Realize Their Potential

Forrester's Customer Insights

WHSmith just launched a retail media network (RMN) to bring retail media to their airport stores. Like every other RMN launched since Amazon, Walmart, and Best Buy pioneered retail media over a decade ago, WHSmith promises more exciting and engaging retail experiences for consumers and is tailored to the needs of… supplier brands.

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New Research – Workload/Batch Automation Is Undergoing A Transformation

Forrester's Customer Insights

Its been some time since Forrester has written about this market, and a lot has changed. Automation is the cornerstone of speed and operational efficiency. With the increasing complexity in IT ecosystems, business applications, and data, the demand for smarter automation is greater than ever.

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Consumers Crave More Than Discounts From Loyalty Programs

Forrester's Customer Insights

Last week, my dentist invited me to join their loyalty program. Its official: the loyalty program is the go-to customer relationships marketing tactic. Most global consumers belong to at least one loyalty program, including 90% of online adults in the US, in Europe-5 88%, and in Australia 93%.

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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.