Sat.Jan 04, 2025 - Fri.Jan 10, 2025

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Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide

eglobalis

Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences.

B2B 243
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Customer Experience Strategy 101: From Vision to Implementation

Experience Investigators by 360Connext

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. But this is easy to say and harder to do. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. People today have countless options for where to shop and how to solve their challenges.

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Mastering Customer Journey Mapping: Strategies for Success

InteractionMetrics

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an

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How Government (and Any Business) Can Transform Customer Experience with Gabriele Masili

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? Why is it important to get feedback in real time? What is human-centered design? How can personalization contribute to better engagement? What strategies can organizations use to empower employees to improve customer interactions?

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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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Why Your First 100 Customers Will Make or Break Your Business

CSM Magazine

Your first 100 customers are more than just numbers – theyre the cornerstone of your business. These early adopters validate your idea, provide invaluable feedback, and help establish a reputation that sets the tone for growth. A study by CB Insights reveals that 42% of startups fail because theres no market need for their product, a problem that early customers can help identify and address.

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Evaluate large language models for your machine translation tasks on AWS

AWS Machine Learning

Large language models (LLMs) have demonstrated promising capabilities in machine translation (MT) tasks. Depending on the use case, they are able to compete with neural translation models such as Amazon Translate. LLMs particularly stand out for their natural ability to learn from the context of the input text, which allows them to pick up on cultural cues and produce more natural sounding translations.

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Staying Ahead of Traveler Preferences: Why Building a Community Is Key to Success

Alida

Discover how Away leverages customer panels and market research to drive product innovation and stay ahead of evolving traveler preferences.

Travel 130
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From Data to Action: How AI is Shaping the Future of Customer Interaction

Blueshift

Artificial Intelligence (AI) has officially transitioned from a buzzword to a transformative force in the world of marketing. If youve been keeping an eye on the latest trends, youll know that marketers are starting to move beyond the experimentation phase to real-world applications with tangible benefits. Lets dive into how AI is revolutionizing Customer Data Platforms (CDPs) and customer data repositories, in general, and what this means for marketing teams striving to deliver personalized, ef

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The Decline in New Year’s Resolutions: What Brands Can Learn in 2025

Brandwatch CX

Why has there been a drop off in New Year's resolutions? And how can brands keep this decline in mind with their messaging in 2025?

Brands 98
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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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Build an Amazon Bedrock based digital lending solution on AWS

AWS Machine Learning

Digital lending is a critical business enabler for banks and financial institutions. Customers apply for a loan online after completing the know your customer (KYC) process. A typical digital lending process involves various activities, such as user onboarding (including steps to verify the user through KYC), credit verification, risk verification, credit underwriting, and loan sanctioning.

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Guest Experience Surveys vs. Social Media Feedback: Which is More Reliable?

Opinionator

In 2025 collecting feedback from customers has never been more critical. With the rise of social media, many businesses are faced with the dilemma of choosing between traditional guest experience surveys and spontaneous social media feedback. While both methods provide valuable insights into customer perceptions, their reliability can vary significantly.

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Fired for Being Stressed / Word of 2025 / Increasing 5 Star Reviews / Gen Z

The DiJulius Group

Company Fires Employees Who Admit Being Stressed / What is your word of 2025? How one company Received 225 5-Star reviews in one year / Gen Z will not wait on hold How one company Received 225 5-Star reviews in one year It took Outer Banks Blue Realty Services, a property management company, ten years. Read Full Article The post Fired for Being Stressed / Word of 2025 / Increasing 5 Star Reviews / Gen Z appeared first on The DiJulius Group.

Banking 98
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The Best Instagram Hacks You Need to Boost Your Engagement Today

Brandwatch CX

Boost your Instagram engagement with these 15 effective hacks. Transform your strategy and connect with your audience today! Read more to learn how.

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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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Efficiently build and tune custom log anomaly detection models with Amazon SageMaker

AWS Machine Learning

In this post, we walk you through the process to build an automated mechanism using Amazon SageMaker to process your log data, run training iterations over it to obtain the best-performing anomaly detection model, and register it with the Amazon SageMaker Model Registry for your customers to use it. Log-based anomaly detection involves identifying anomalous data points in log datasets for discovering execution anomalies, as well as suspicious activities.

Training 109
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Listen or Die: The AI Perspective

PeopleMetrics

When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Its the difference between thriving and dying. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results. Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise?

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A Look Back at the Top Articles and Podcasts of 2024

ShepHyken

We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy and learn from these history lessons. Top Five Shepard Letter Blogs My weekly blog is available on the website and is also emailed to subscribers.

Retail 79
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Essential TikTok Metrics to Track for Effective Marketing Strategies

Brandwatch CX

Discover key TikTok metrics to enhance your marketing strategy. Learn what to track for effective engagement and growth. Read the full article now.

Metrics 98
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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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Email your conversations from Amazon Q

AWS Machine Learning

As organizations navigate the complexities of the digital realm, generative AI has emerged as a transformative force, empowering enterprises to enhance productivity, streamline workflows, and drive innovation. To maximize the value of insights generated by generative AI, it is crucial to provide simple ways for users to preserve and share these insights using commonly used tools such as email.

Policies 107
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From the Internet to AI: How PeopleMetrics is Embracing the Next Research Revolution

PeopleMetrics

Twenty-five years ago, in 2001, I founded PeopleMetrics with a clear vision: the internet was going to fundamentally change the way market research was conducted. My journey began in the Silicon Valley in 1999 when online surveys were just emerging and I got a taste of how client could access results in real-time, allowing for smarter, faster decisions.

Report 71
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Top 5 Customer Service & CX Articles for Week of January 6, 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. Top 5 Customer Experience Tips from Season 1 of The SUPER AMAZING Show by Brittany Hodak (Brittany Hodak) Season One of The SUPER AMAZING Show has been an incredible journey, and Im so thankful for everyone who tuned in and took these tips to heart.

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Various Uses of AI in Marketing: Predict, Prescribe, and Generate

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: The AI landscape is rapidly evolving, revolutionizing how businesses solve challenges and unlock opportunities. From content generation and journey orchestration to insight discovery, AI is transforming nearly every aspect of marketing. But not all AI is the same. Different types of AI are designed for distinct use cases, offering unique capabilities to address specific needs.

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Automated Sentiment Analysis: Why Use It and How to Get Started

Thematic

When was the last time you truly understood how your customers feel? If you’re in customer service, you know it is not how much feedback you get that matters. It's understanding the sentiment expressed by customers that counts. That makes sentiment analysis key to improving experiences, refining strategies, and driving growth. But imagine you're getting hundreds, if not thousands, of pieces of feedback.

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Building AI-Based Products That Drive Customer Self-Service

Win the Customer

In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives.

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Sentiment Analysis of Customer Reviews: A Powerful Tool for Improving Customer Service

Very Best Service

In today's hyper-connected world, customer feedback is more valuable than ever. Businesses that can effectively analyse and understand this feedback can gain a significant competitive advantage. One powerful tool for achieving this is sentiment analysis. What is Sentiment Analysis? Sentiment analysis, also known as opinion mining, is a natural language processing (NLP) technique that automatically extracts subjective information from text.

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Align and monitor your Amazon Bedrock powered insurance assistance chatbot to responsible AI principles with AWS Audit Manager

AWS Machine Learning

Generative AI applications are gaining widespread adoption across various industries, including regulated industries such as financial services and healthcare. As these advanced systems accelerate in playing a critical role in decision-making processes and customer interactions, customers should work towards ensuring the reliability, fairness, and compliance of generative AI applications with industry regulations.

Insurance 109
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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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Real-World Examples of Empathy in Action

CSM Magazine

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

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Turn One-Time Holiday Fashion & Beauty Shoppers into Multi-Time Customers and Increase Customer Lifetime Value

Optimove

See the difference control groups make in this guide Download Now Why it Matters: If marketers can convert one-time fashion and beauty customers into multi-time customers, this will increase lifetime customer value. This post will show the value of multi-time customers and give tips on driving customer loyalty and increasing profits. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaways Retention: Brands can have be

Fashion 59
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Four digital customer success trends to watch in 2025

ChurnZero

2025 still sounds like some far off, distant year in the future to me, with flying cars, robot maids, and all sorts of other sci-fi phenomena. But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), and you may catch a self-driving car or two roaming your city, its not exactly the Jetsons reality of my minds eye ( yet ).

Trends 52