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

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

DCX

FEBRUARY 4, 2025

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! Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing? A few years ago, I was presenting a customer experience (CX) initiative to senior leadership.

How To 52

How To Self Service Leadership Effort Score 52

SurveySensum

FEBRUARY 6, 2025

Qualtrics and QuestionPro are both popular CX tools in the current market. But are they living up to your expectations? Are they helping you meet your CX goals? Lets compare these two CX tools, and break down their pros, cons, key features, and pricing to help you determine which platform is the right fit for your feedback management strategy – without exceeding your budget.

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Tools Comparison Self Service Analysis 52

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

ClearAction

FEBRUARY 7, 2025

Influencing a CX+EX+PX-Based Way of Life is Crucial Now Lynn Hunsaker Who fuels your enterprise's growth? Customers fund salaries, budgets, and dividends Employees provide what customers need Partners deliver what customers need Accordingly, anything your enterprise is doing that's out of alignment with customer, employee, and partner needs (CX+EX+PX) is waste!

Consulting 79

Consulting Strategy Customers Customer Experience 79

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

AWS Machine Learning

FEBRUARY 5, 2025

As large language models (LLMs) become increasingly integrated into customer-facing applications, organizations are exploring ways to leverage their natural language processing capabilities. Many businesses are investigating how AI can enhance customer engagement and service delivery, and facing challenges in making sure LLMs driven engagements are on topic and follow the desired instructions.

Chatbots 108

Chatbots Examples Interaction e-support 108

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

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Whether its sharing your signature dishes, showcasing a buzzing weekend vibe, or answering real-time questions, social media has become the go-to way diners engage with restaurants.

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Social Media Tips Marketing Video 104

Advertisement

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

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is intentional and focused on improving the customer experience.Whether you’re scaling your team or improving existing operations, developing a roadmap guarantees better alignment across teams, more satisfied customers, and sustainable business growth.

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

AWS Machine Learning

FEBRUARY 6, 2025

Building upon a previous Machine Learning Blog post to create personalized avatars by fine-tuning and hosting the Stable Diffusion 2.1 model at scale using Amazon SageMaker , this post takes the journey a step further. As technology continues to evolve, newer models are emerging, offering higher quality, increased flexibility, and faster image generation capabilities.

Training 88

Training How To Examples Resources 88

ShepHyken

FEBRUARY 3, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers? How can businesses use unique customer experiences to stand out in a competitive market?

Loyalty Programs 77

Loyalty Programs Loyalty Connections Brands 77

Optimove

FEBRUARY 6, 2025

See the difference control groups make in this guide Download Now Optimove Insights’ analysis of over 1.28 billion NFL bets from more than 9 million bettors during the 20242025 season shows that 3% of players generate 82% of the revenue for sportsbooks for big events like the Super Bowl. Conversely, 60% of bettors contribute only 1% of revenue, while the remaining 37% account for 17% of revenue.

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Sports Tips CRM Groups 75

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

CSM Magazine

FEBRUARY 4, 2025

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. To truly excel in providing a personalized experience, businesses need to adapt their approach to cater to these diverse needs. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading.

Self Service 64

Self Service Customer Service Social Media Multi-Channel 64

AWS Machine Learning

FEBRUARY 5, 2025

This post is co-written with Andrs Vlez Echeveri and Sean Azlin from OfferUp. OfferUp is an online, mobile-first marketplace designed to facilitate local transactions and discovery. Known for its user-friendly app and trust-building features, including user ratings and in-app chat, OfferUp enables users to buy and sell items and explore a broad range of jobs and local services.

System 81

System User Experience Metrics Data 81

PeopleMetrics

FEBRUARY 7, 2025

If you want leadership to invest in VoC, theres only one surefire way to get their attention: show them the money. When I wrote Listen or Die in 2017, I made it clear that proving ROI is the fastest way to gain executive buy-in for VoC. The best way to do this? Demonstrate how improving customer experience impacts business outcomes like reducing churn, increasing revenue, and strengthening brand loyalty.

ROI 62

ROI Leadership NPS B2B 62

ShepHyken

FEBRUARY 3, 2025

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. Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to er

Customer Service 71

Customer Service Loyalty Programs Government Metrics 71

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

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance tha

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

AWS Machine Learning

FEBRUARY 5, 2025

There is consistent customer feedback that AI assistants are the most useful when users can interface with them within the productivity tools they already use on a daily basis, to avoid switching applications and context. Web applications like Amazon Q Business and Slack have become essential environments for modern AI assistant deployment. This post explores how diverse interfaces enhance user interaction, improve accessibility, and cater to varying preferences.

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Multi-Channel Analytics Data Travel 70

PeopleMetrics

FEBRUARY 6, 2025

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.

Leadership 62

Leadership Competitive Advantage Effort Score NPS 62

CSM Magazine

FEBRUARY 6, 2025

Call tracking can be a game-changer for businesses that want to better understand their customers, optimize marketing strategies, and improve their bottom line. But how do you set up call tracking effectively? This guide will walk you through the process step-by-step, so you can start making data-driven decisions for your business. Why Call Tracking Matters Before jumping into the setup, let’s briefly highlight why call tracking is essential for many businesses: Measuring Marketing ROI: Ca

CRM 52

CRM Analytics Software Advertising 52

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

Thematic

FEBRUARY 3, 2025

I'm Eddie, Thematic's new Product Manager, and I'm excited to share my first product update with you. You spoke, and we listened! Based on your valuable feedback from our recent NPS survey, we've shipped improvements across five key areas of Thematic. These updates are all about making the platform more powerful and easier to use - plus, they're all available right now.

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Feedback NPS Survey Trends 62

AWS Machine Learning

FEBRUARY 4, 2025

The post showcases how generative AI can be used to logic, reason, and orchestrate integrations using a fictitious business process. It demonstrates strategies and techniques for orchestrating Amazon Bedrock agents and action groups to seamlessly integrate generative AI with existing business systems, enabling efficient data access and unlocking the full potential of generative AI.

System 69

System Groups Strategy Data 69

PeopleMetrics

FEBRUARY 4, 2025

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t

Effort Score 62

Effort Score Touchpoint Financial Hotels 62

CSM Magazine

FEBRUARY 6, 2025

Quiet quitting has become a hot topic in the workplace over the last few years. And for good reason. According to a survey by Gallup : At least 50% of the U.S. workforce are considered quiet quitters, with some estimates suggesting the number could be higher. Only 32% of U.S. workers are actively engaged in their jobs, while 18% are actively disengaged.

Customer Service 52

Customer Service Hospitality Culture Customer Satisfaction 52

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

Daniel Group

FEBRUARY 7, 2025

Every interaction your customers have with your business leaves an impressionsome positive, some negative. While great customer experiences build loyalty and trust, inevitable missteps can quickly turn customers away. Understanding what frustrates your customers and addressing those pain points is key to improving your customer experience (CX). Based on over 20 years of analyzing customer feedback, we’ve identified five specific CX performance elements that consistently drive dissatisfacti

Net Promoter Score 52

Net Promoter Score Effort Score NPS Groups 52

AWS Machine Learning

FEBRUARY 7, 2025

Data science teams often face challenges when transitioning models from the development environment to production. These include difficulties integrating data science teams models into the IT teams production environment, the need to retrofit data science code to meet enterprise security and governance standards, gaining access to production grade data, and maintaining repeatability and reproducibility in machine learning (ML) pipelines, which can be difficult without a proper platform infrastru

Government 62

Government Resources Training Groups 62

Thematic

FEBRUARY 3, 2025

Did you know that in 2023, the world created, captured, copied, and consumed 123 zettabytes of data? Let me help you picture this: one zettabyte is enough to store all the movies ever made—not once, but about 250 million times over ! By 2028, that number is projected to soar to over 394 zettabytes. Why does this matter? Hidden in this massive mountain of information are valuable insights that can alter how businesses, healthcare, and countless other industries operate.

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Analytics e-support Social Media Net Promoter Score 62