eglobalis

FEBRUARY 13, 2025

Empathy in customer experience is essential, but businesses must follow through with actionable solutions that drive results and improve growth and client retention. The Gist Action over sentiment. Empathy alone isnt enough. Swift, measurable actions must follow to resolve issues and drive client satisfaction. Proactive problem-solving. Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate.

Analytics 257

Analytics Measurement Metrics Feedback 257

TechSee

FEBRUARY 10, 2025

At launch, chatbots made a huge splash. They handled FAQs and quick questions, giving us a taste of automated CX and support. But in today’s world, your customers expect more. They want to feel seen , heard , and valued —and they want more than just answers; they want solutions. This is where AI-driven customer service experiences truly stand out.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyones racing to implement AI, many are missing the most important part keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the

Customer Service 82

Customer Service Strategy Chatbots Customer Service Training 82

eglobalis

FEBRUARY 24, 2025

This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. In reality, CX is undergoing a dynamic transformationone where advanced AI offers powerful insights, yet it is the irreplaceable human expertise and strategic vision that truly build trust and drive sustainable growth.

B2B 258

B2B Culture Innovation Loyalty 258

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

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Whether youre building a startup in its earliest days or growing a well-established enterprise, it takes a delicate balance to scale sustainably: A unique product or service that solves a real challenge for a defined audience Marketing and customer acquisition strategies that attract and convert new customers The right talent in the right roles to guide strategy and streamline operations Yet, even with these in place, a business may still struggle to grow.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

InMoment XI

FEBRUARY 12, 2025

Whether you run a small business or a global enterprise, you need to have customers constantly coming through your doors to promote business continuity and growth. For retail businesses with brick-and-mortar stores, customer reviews are one of the most effective ways to increase traffic and drive offline sales. With 36% of customers browsing two review sites and 41% checking three or more sites when deciding which local businesses to visit, the power of online reviews is undeniable.

Tips 221

Tips Feedback Retail Social Media 221

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace.

Software 237

Software Customer Service Contact Center Exceptional Customer Service 237

C3Centricity

FEBRUARY 8, 2025

Organisations are facing unprecedented challenges in remaining competitive and maintaining business success in 2025. The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Let’s explore why this powerful trinity is more relevant than ever in 2025 and how you can leverage it to grow your business.

Innovation 156

Innovation Leadership Customer Insights Report 156

eglobalis

FEBRUARY 3, 2025

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.

B2B 337

B2B Customer Journeys Customer Experience Chatbots 337

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

Case Study

Comm100

FEBRUARY 11, 2025

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life. Thats the reality in many universities today.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

ECXO

FEBRUARY 3, 2025

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.

Sales 247

Sales Customer Experience e-support Examples 247

InMoment XI

FEBRUARY 3, 2025

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.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. The key to unlocking this value lies in analytics – understanding how chatbots perform, where they struggle, and how they can improve.

Self Service 162

Self Service Chatbots Analytics Contact Center 162

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.

ROI

PeopleMetrics

FEBRUARY 13, 2025

No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. In this lesson, were focusing on the internal help youll need. (In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable.

Analysis 109

Analysis Healthcare Feedback Analytics 109

Bill Quiseng

FEBRUARY 12, 2025

English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

Customer Experience 132

Customer Experience Customers Customer Satisfaction Loyalty 132

AWS Machine Learning

FEBRUARY 21, 2025

Large language models (LLMs) excel at generating human-like text but face a critical challenge: hallucinationproducing responses that sound convincing but are factually incorrect. While these models are trained on vast amounts of generic data, they often lack the organization-specific context and up-to-date information needed for accurate responses in business settings.

Knowledge Base 123

Knowledge Base Conference Examples Data 123

ECXO

FEBRUARY 10, 2025

The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience) Ever had a conversation where one person insists it’s freezing cold while the other swears it’s just mildly chilly? Or arguing about whether a songs lyrics say one thing while your friend hears something completely different? Or had a friendly argument about whether “The Matrix” was a mind-blowing sci-fi masterpiece or just a two-hour headache?

Customer Experience 168

Customer Experience Self Service Social Media Customer Expectations 168

Advertiser: ZoomInfo

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.

Marketing

Experience Investigators by 360Connext

FEBRUARY 4, 2025

What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.

Customer Experience 143

Customer Experience Customers Loyalty Resources 143

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

Comm100

FEBRUARY 17, 2025

I could start this article with a history of how technology has impacted sports betting. I could drone on about the incremental benefits that iGaming operators get whenever a new tool, platform, or algorithm enters the mix. Faster odds updates, smoother interfaces, sharper risk management. All useful, sure. I wouldnt fault you for putting the dawn of AI in that same bucket.

Sports 130

Sports Chatbots Social Media Competitive Advantage 130

ShepHyken

FEBRUARY 25, 2025

The title may be a bit misleading. You dont want to be a victim of a farce. You want to experience a positive force. Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.

Policies 130

Policies Customer Service Training Feedback Customer Service 130

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

Retail

AWS Machine Learning

FEBRUARY 28, 2025

This post was written by Claudiu Bota, Oleg Yurchenko, and Vladyslav Melnyk of AWS Partner Automat-it. As organizations adopt AI and machine learning (ML), theyre using these technologies to improve processes and enhance products. AI use cases include video analytics, market predictions, fraud detection, and natural language processing, all relying on models that analyze data efficiently.

Video 106

Video Communication Resources Travel 106

TechSee

FEBRUARY 19, 2025

Delivering WiFi connectivity guarantees is very challenging. WiFi is not a physical product that can be easily seen or understood. As a result, uncovering and explaining the reasons for WiFi gaps is a costly, frustrating challenge. Connectivity Guru changes the game, bringing visual clarity to WiFi connectivity. Leveraging the latest advances in AI, Connectivity Guru provides visual insights into WiFi issues, making connectivity troubleshooting and service straightforward, customer-friendly, and

Connections 109

Connections CRM Consulting Video 109

PeopleMetrics

FEBRUARY 18, 2025

Theres been plenty of talk about the death of surveys, but lets be clearsurveys are far from dead! I am sure many of you can appreciate this given the number of surveys you probably receive on a weekly or even daily basis. Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. The real debate isnt about whether to ask for customer input; its about how to do it in a way thats engaging, efficient, and truly insightful.

Survey 104

Survey Analysis Culture Feedback 104

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. And with the help of voice analytics solutions, call centers can leverage AI to turn the voice of the customer into a source of valuable insights. What is voice analytics?

Contact Center 130

Contact Center Analytics Analysis Self Service 130

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.

Employee Experience

Adrian Swinscoe

FEBRUARY 10, 2025

This is a guest post from Ofer Tirosh, Chief Executive Officer, Tomedes. Why Language is the Key to a Great Customer Experience In a world where [] The post How AI translation is transforming customer experience first appeared on Adrian Swinscoe.

Customer Experience 115

Customer Experience Customers Customer Retention Customer Engagement 115

ShepHyken

FEBRUARY 4, 2025

I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.

Feedback 87

Feedback Government Hotels Customer Service Training 87

AWS Machine Learning

FEBRUARY 12, 2025

The evaluation of large language model (LLM) performance, particularly in response to a variety of prompts, is crucial for organizations aiming to harness the full potential of this rapidly evolving technology. The introduction of an LLM-as-a-judge framework represents a significant step forward in simplifying and streamlining the model evaluation process.

e-support 100

e-support Comparison Metrics Analysis 100