BlueOcean

MAY 7, 2025

Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if its implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, your revolutionary analytics platformthey’re all just expensive disappointments waiting to happen without a strategic implementation pl

Technology 156

Technology Customer Experience CRM Average Handle Time 156

Thematic

MAY 7, 2025

Investing in customer experience (CX) initiatives pays off—research shows a $1B company can gain an extra $700M in revenue within 3 years by improving CX. The challenge is knowing where to invest for maximum impact. Enter thematic analysis —analyze customer feedback for recurring patterns and urgent concerns. When you analyze customer feedback at scale, CX teams can uncover what matters most—what’s working, what’s not, and where the biggest opportunities lie.

Feedback 62

Feedback Customer Journeys Self Service Analysis 62

Comm100

MAY 7, 2025

The best support agents in any organization are easily recognizable; they remain calm under pressure, are lightning-fast with their answers, and are extremely detail-oriented. Now imagine giving every agent on the team the same superpowers. Thats the promise of AI Copilots. Theyre not here to replace your team; theyre here to amplify their impact. From surfacing the right information at the right time to rewriting responses with perfect tone and clarity, AI Copilots work behind the scenes to rem

Customer Service 130

Customer Service ROI Effort Score Knowledge Base 130

Zeisler Consulting

MAY 7, 2025

Everything is digital these days. I know, I know; I sound like an old man…perhaps shaking his fist and yelling at clouds. And of course its an exaggeration. And Im not talking about how even traditionally brick-and-mortar brands allow you to order their goods online and have them delivered to your home. Nor do I mean that even my dentist has a website nowadays (I had to throw in the word nowadays to keep my old-man cred).

Customer Centricity 93

Customer Centricity Policies System Brands 93

Speaker: Hanan Polinovski, Events Manager and David Brown, Sr. Marketing & Events Lead

Are your events living up to expectations? Are you getting quality leads from your sponsorships? Have you ever wondered if that branded notebook actually makes an impact? Get ready to transform your event strategy! Join event marketing pros Hanan Polinovski from Printfection and David Brown from Bonusly for a fast-paced webinar about turning your event efforts into serious ROI.

ROI

ShepHyken

MAY 5, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs? What role does employee engagement play in enhancing the customer experience? How can schools empower students to achieve their future goals, both academically and in sports?

Net Promoter Score 75

Net Promoter Score Customer Experience Sports NPS 75

C3Centricity

MAY 3, 2025

Welcome to a new style of blog post from Denyse at C3Centricity. After years of writing about the latest theories and best-practice solutions, I decided it was time to get a little (a lot?) closer to my followers with more personalised and down-to-earth pieces. Let me know which you prefer by commenting below or dropping me a line at denysedd@c3centricity.com.

Competitive Advantage 156

Competitive Advantage Innovation Analysis Meeting 156

Calabrio

MAY 8, 2025

Digital Transformation Cloud vs. On-Premise Contact Centers: Which Model Will Drive Your Business Forward? Jump ahead Understanding the Fundamentals: Defining On-Premise and Cloud Contact Centers The Core Comparison: Cloud vs. On-Premise Contact Center Solutions Deep Dive: The Overwhelming Benefits of Cloud Contact Centers Meeting Skyrocketing Customer Expectations: The (Cloud) Omnichannel Imperative Addressing the Challenges of On-Premise Contact Center Solutions Making the Switch: Migrating fr

Contact Center 130

Contact Center Call Center Call Center Solutions Comparison 130

CX Journey

MAY 7, 2025

Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used?

Customer Journeys 203

Customer Journeys Employee Experience Culture Customers 203

TechSee

MAY 8, 2025

In today’s service economy, speed isn’t just a benefit—it’s a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.

Case Study 124

Case Study NPS Video Study 124

Advertisement

IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

Case Study

Retently

MAY 5, 2025

Table of Contents Main Takeaways What CSAT Scores Are Really Telling Us Where AI Assistants Go Wrong The Human Touch Still Wins (Even in AI-Supported Systems) What High-CSAT Brands Are Doing Differently Building a Better AI Customer Service Strategy with CSAT Feedback Final Thoughts Remember the buzz a few years back? AI-powered agents have been hailed as the future of ecommerce customer service by solving every support headache: answer questions in seconds, work 24/7, and cost a fraction of a f

Ecommerce 116

Ecommerce Feedback Chatbots Brands 116

Thematic

MAY 5, 2025

Imagine you're a business leader swimming in data—customer feedback comments, web analytics, sales figures, support tickets—raw data everywhere, but actionable insights are hard to come by. Many organizations today know data-driven decision making in theory, yet in practice their legacy systems can’t keep up with the speed and complexity needed for great customer experience.

Data 62

Data Government Handbook Analytics 62

PeopleMetrics

MAY 8, 2025

The $10 million fraud scheme involving Op4G and Slice shocked the industry. And it should have. But here's what most people missed this fraud wasnt even sophisticated. It was carried out by real people manually taking fake surveys (using VPNs, screeners scripts, and coaching instructions) and they still got away with it for almost a decade. Heres the money quote from the indictment: These instructions included directions on how to answer survey screener questions, provided parameters on how lon

System 62

System Data Marketing Survey 62

The DiJulius Group

MAY 8, 2025

Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of. Read Full Article The post The Most Effective Ways to Train Gen Z on Customer Service appeared first on The DiJulius Group.

Training 71

Training Customer Service Video Trends 71

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap

Brandwatch CX

MAY 9, 2025

Building a relationship with your customers can ensure a long and healthy relationship. Bydefining what your brand stands for and it’s brand personality, you can build brand affinity with consumers. Increasing the emotional reasoning behind a purchase can override more rational decisions. The key is understanding the audience you are selling to, and selling thema consistent message.

Brands 72

Brands Loyalty Consumers Social Media 72

Thematic

MAY 8, 2025

Customer reviews are often the first place product and CX teams go when something feels off—but they’re rarely treated as a reliable source of strategic insight. They’re scattered across platforms, inconsistent in tone, and filled with noise. Parsing them at scale feels like more trouble than it’s worth. But when done right, review data can reveal exactly where customers are getting stuck, what features are falling short, and what moments genuinely delight—acro

Roadmap 62

Roadmap How To Analysis Effort Score 62

SurveySensum

MAY 7, 2025

Its Monday morning. Your inbox? Overflowing. Your support team? Already behind. And the tickets? Coming in hot, from bugs to billing woes. Tickets are rolling in faster than your team can say, Well get back to you shortly. And while everyones racing to respond, customers are getting tired of waiting. And thats where things get risky. Because customers are 4X more likely to switch to a competitor if their issue is service-relatednot product-related.

Analysis 52

Analysis Self Service Net Promoter Score NPS 52

ChurnZero

MAY 8, 2025

Sarah Kiley is chief sales officer at ChurnZero. With growth rates slowing and investors demanding profitability and efficiency, its no surprise that companies are being judged not only by how fast they grow, but even more critically by how well they retain. This is why gross revenue retention (GRR) is a top metric for SaaS boards in 2025. In fact, GRR isnt just a metricits a multiplier.

How To 59

How To Exercises Customers NPS 59

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

Comm100

MAY 6, 2025

Improving service delivery in government and the public sector comes with unique challenges, especially in 2025. Governments must be accountable to citizens in a way that the private sector is never constrained by. While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they dont prioritize any demographic over the other.

Government 130

Government Omni-Channel How To Multi-Channel 130

Maru Group

MAY 8, 2025

Written By Sarah Beams Customer expectations have changed when it comes to home deliveries, and smart brands are delivering more to cater for the increasingly complex logistics in their customers’ lives. Half of UK consumers say that real-time, accurate delivery updates are more important to them now than before the pandemic, and, perhaps surprisingly, this is significantly higher amongst those with a hybrid working arrangement.

Retail 52

Retail Omni-Channel Consumers Brands 52

Inbenta

MAY 9, 2025

Many companies rush to adopt AI, particularly Generative AI, but can falter due to poor data prep and challenges with integration. As Inbenta CEO Melissa Solis explains, clean, accurate data is essential, as is any solutions ability to integrate with a companys existing systems. By focusing on specific goals and working with adaptable AI providers like Inbenta, companies can overcome many of these issues to effectively implement AI solutions and improve how their business operates.

Competitive Advantage 11

Competitive Advantage System ROI Data 11

Doing CX Right

MAY 4, 2025

When customer experiences go wrong, they escalate to executives and damage your brand in public. Stacy Sherman shares how to fix the root causebefore it gets that far. The post The Hidden Cost of Executive Escalations And How to End It appeared first on Doing CX Right.

How To 52

How To Brands Customer Experience Customers 52

Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader

Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.

Trends

The DiJulius Group

MAY 8, 2025

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that.

Poor Customer Service 54

Poor Customer Service Trends Groups Customers 54

Maru Group

MAY 8, 2025

Customer expectations have changed when it comes to home deliveries, and smart brands are delivering more to cater for the increasingly complex logistics in their customers lives. Half of UK consumers say that real-time, accurate delivery updates are more important to them now than before the pandemic, and perhaps surprisingly this is significantly higher amongst those with a hybrid working arrangement.

Retail 52

Retail Omni-Channel Consumers Brands 52

rethinkCX

MAY 8, 2025

IntroductionIn the fast-paced world of ecommerce, customer support has emerged as a critical driver of success. With online shopping growing exponentiallyglobal ecommerce sales reached $5.8 trillion in 2023, per Statista - brands face increasing pressure to deliver seamless, responsive service. Outsourcing customer support has become a prominent trend, allowing ecommerce businesses to meet these demands efficiently.

Ecommerce 52

Ecommerce Brands Social Media Trends 52

Brandwatch CX

MAY 8, 2025

Explore key methods and insights of ethnographic research to enhance your understanding and application. Read the article to elevate your research skills.

Marketing 52

Marketing Measurement Brands 52

Advertisement

Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

Contact Center

Forrester's Customer Insights

MAY 8, 2025

Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences.

Banking 48

Banking Innovation Technology Consumers 48

Maru Group

MAY 6, 2025

Written By Steve Brockway As Marks and Spencer continue to suffer through one of the worst cases of cyber disruption in recent memory, all eyes are on their response and whether the fallout from the attack will continue to hit their bottom line in the long term. We wanted to see just how much of an effect a cyber-incident of this scale can have on an organisation, even one as established and reputable as M&S – and whether a brand’s reputation can actually help them to better survive an attac

Banking 52

Banking Sales Consumers Communication 52

AWS Machine Learning

MAY 9, 2025

In the media and entertainment industry, understanding and predicting the effectiveness of marketing campaigns is crucial for success. Marketing campaigns are the driving force behind successful businesses, playing a pivotal role in attracting new customers, retaining existing ones, and ultimately boosting revenue. However, launching a campaign isnt enough; to maximize their impact and help achieve a favorable return on investment, its important to understand how these initiatives perform.

Analysis 64

Analysis Social Media Marketing Effort Score 64