eglobalis

MAY 20, 2025

Introduction: Why Metrics Define the CX Maturity of Your Company Customer experience is not just a branding, services or a sexy name initiative or a satisfaction goal it is much more. It is a measurable, operational, and financial discipline. Executives who still see CX as soft data are overlooking one of the clearest opportunities for growth. Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficienc

Metrics 330

Metrics Effort Score B2C B2B 330

Support EXP

MAY 21, 2025

Takeaways The Benefits of Mystery Shopping: Mystery shopping transforms CX data into actionable insights by revealing what actually happens during real customer interactionsbeyond surveys and metrics. Mystery shopping drives targeted service performance improvement by identifying specific gaps, inconsistencies, and training needs across teams and locations.

Data 52

Data Effort Score Net Promoter Score Multi-Channel 52

CX Network

MAY 21, 2025

Gain insight about customer service trends to follow for better brand reputation and recognition

Trends 52

Trends Brands Customer Service Customers 52

DCX

MAY 20, 2025

Cross-Functional Collaboration Gets a Lot Of Hype The idea? Bring together leaders from product, ops, marketing, and support to co-create the customer journey. The reality? It’s chaos in slow motion. Weeks pass. Meetings stack up. Updates fly. Decisions stall. Ownership fades. Momentum disappears. It’s not a strategy problem. It’s an accountability problem.

Leadership 52

Leadership Social Media Metrics Chatbots 52

Speaker: Brendan Sweeney, VP of Global Sales at Allego

In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry expert Brendan Sweeney for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.

Sales

Daniel Group

MAY 20, 2025

In safety, a ‘near miss’ is a close calla moment when something almost went wrong. What if we applied that same thinking to customer experience? Heres how to spot CX near misses before they become real problems. Though not scientific, I have observed that organizations with strong safety performance also perform better with customer experience.

NPS 52

NPS Analysis System Connections 52

ECXO

MAY 19, 2025

posts header on Linkedin and ECXO Measuring the Unmeasurable The Science of HX Metrics Welcome Back to the HX Revolution You made it to Article 8 of The HX Revolution and this one’s a big one. If you’re just joining us, welcome to the movement! Here’s a quick recap of the road so far: Article 1 : Transformation starts inside. We can’t change business without changing people.

Metrics 232

Metrics Measurement ROI Leadership 232

InMoment XI

MAY 22, 2025

In 2025, your reputation impacts your revenue more than ever before. The way customers find and choose brands has fundamentally changed. They’re no longer just scrolling through traditional search resultsthey’re asking ChatGPT, Googles Gemini, and other AI tools for help. These tools respond with curated summaries based on everything they can find about your brand online.

Brands 195

Brands Retail Tools Feedback 195

C3Centricity

MAY 17, 2025

Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?

Consumers 156

Consumers Strategy Leadership Analysis 156

Comm100

MAY 21, 2025

Imagine instantly understanding your customers’ needs, responding precisely, and consistently delivering exceptional experiences that build lasting loyalty. Today’s leading businesses are achieving exactly this through strategic use of AI in customer support. Our recent webinar highlighted how innovative companies leverage AI to foster smarter, deeper customer interactions and provided actionable insights to enhance your customer experience (CX).

Customer relationships 130

Customer relationships Competitive Advantage Wait Times Customers 130

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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

TechSee

MAY 21, 2025

In today’s fast-paced customer service landscape, contact center agents face mounting pressures that often go unnoticed. While businesses strive to enhance customer experiences, the well-being of the very individuals facilitating these interactions is frequently overlooked. The Growing Strain on Contact Center Agents Recent studies reveal alarming statistics about the mental health of contact center employees: 87% of call center employees report high-stress levels at their job. ( source )

Contact Center 124

Contact Center Self Service Average Handle Time How To 124

Calabrio

MAY 21, 2025

Contact Center AI Empowering Agents with AI: A Vision for the Future of Customer Support Jump ahead AI as an Agent Enhancer, Not a Replacement AI for Real-Time Validation and Quality Support Building Confidence in AI-Driven Collaboration Choosing the Right Channels for AI Support The Future: Humans and AI, Collaborating for Excellence Building a Human-Centric AI Strategy Share Book a demo Lets get started As artificial intelligence continues to evolve, one question repeatedly surfaces: Will AI r

Contact Center 130

Contact Center Report Analytics Customers 130

Alida

MAY 21, 2025

Discover how Alida's platform helps you test concepts, pre-test campaigns, and iterate UX ideas. Gain a competitive edge with community benchmarking.

How To 130

How To User Experience 130

AWS Machine Learning

MAY 21, 2025

Data privacy is a critical issue for software companies that provide services in the data management space. If they want customers to trust them with their data, software companies need to show and prove that their customers data will remain confidential and within controlled environments. Some companies go to great lengths to maintain confidentiality, sometimes adopting multi-account architectures, where each customer has their data in a separate AWS account.

Policies 103

Policies Software Government Metrics 103

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

Customer Think

MAY 23, 2025

Business is not a game of inches anymore. It’s a game of centimetersor smallerwith razor-thin margins for error. Organizations are putting every investment under the microscope to prove their value to the bottom line, including customer experience (CX) programs.

Connections 88

Connections Financial How To Customer Experience 88

InMoment XI

MAY 20, 2025

Contact center quality assurance (QA) has become a critical driver of customer satisfaction. As expectations for personalized, efficient, and empathetic service continue to rise, businesses must ensure that every agent interaction meets a high standard. A well-executed QA program empowers teams to maintain consistency, uncover coaching opportunities, and build long-term trust with customers.

Contact Center 195

Contact Center Customer Satisfaction Effort Score Call Center 195

Thematic

MAY 19, 2025

Atlassian has never been short on feedback. Every day, users share thoughts across Jira, Confluence, Trello, support chats, Reddit, and more. But while feedback came in from all sides, making sense of it, at scale, was something else entirely. Product teams were drowning but struggling to extract insights. They had access to plenty of customer comments but no reliable way to translate them into patterns, themes, or clear next steps.

Data 62

Data Infographics Roadmap Feedback 62

AWS Machine Learning

MAY 21, 2025

As companies increasingly adopt generative AI applications, AI agents capable of delivering tangible business value have emerged as a crucial component. In this context, integrating custom-built AI agents within chat services such as Slack can be transformative, providing businesses with seamless access to AI assistants powered by sophisticated foundation models (FMs).

Multi-Channel 91

Multi-Channel First Call Resolution Travel Resources 91

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

Customer Think

MAY 17, 2025

Empowers brands to attract customers with promotions and continuously improving loyalty program's performance.

Loyalty Programs 77

Loyalty Programs Loyalty Brands Customers 77

InMoment XI

MAY 17, 2025

From geopolitical instability to a shifting regulatory landscape, the insurance industry is experiencing significant transformation. These massive shifts, combined with rising policyholder expectations for smooth and personalized service, require a data-driven approach to providing insurance. Conversational Intelligence (CI) is emerging as a game-changer in this space.

Insurance 195

Insurance Customer Experience Contact Center Policies 195

Calabrio

MAY 20, 2025

Workforce Management Redefining Contact Center Performance Management: Fueling the Modern Cycle of Success Jump ahead Where the Cycle Breaks: Fragmentation One Cloud Platform, One Performance-Driven Core The Payoff: Measurable Impact, Modernized Management From Cost Center to Mission Driver Ready to Fuel Your Own Cycle of Success? Share Book a demo Lets get started Performance management in the contact center is overdue for a reset.

Contact Center 130

Contact Center Management Self Service Average Handle Time 130

IntouchInsight

MAY 23, 2025

Curious to learn how Shake Shack leveraged data and guest feedback to guide packaging decisions, avoid costly missteps, and support their aggressive growth plans?

Feedback 156

Feedback Data Case Study Study 156

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

AWS Machine Learning

MAY 22, 2025

Improving response quality for user queries is essential for AI-driven applications, especially those focusing on user satisfaction. For example, an HR chat-based assistant should strictly follow company policies and respond using a certain tone. A deviation from that can be corrected by feedback from users. This post demonstrates how Amazon Bedrock , combined with a user feedback dataset and few-shot prompting, can refine responses for higher user satisfaction.

Feedback 97

Feedback Examples Policies Training 97

PeopleMetrics

MAY 23, 2025

This is the 10 th blog post that I have written on data integrity in market research. I started this series because of one news story: A $10 million fraud indictment involving two intertwined market research firms, Op4G and Slice. Manual fraud. Fake survey takers. Real money lost. Real trust broken. And it all happened under the radar for nearly a decade.

Data 62

Data Marketing Survey Industry 62

Helen Dewdney

MAY 21, 2025

What are the M&S, Co-op, and Harrods cyber attacks all about This is a guest post by James Bore from Bores consultancy. He explains what the attack are, why they happened, the impact on customers and what should be done to prevent such attacks in the future. What M&S, Co-op, and Harrods cyber attacks reveal In early 2025, three of our biggest retailers in the UK – M&S, Co-op, and Harrods – were hit by a run of cyber attacks.

Retail 71

Retail System Groups Resources 71

CSM Magazine

MAY 17, 2025

The conclusion of a customer service interaction is just as important as its beginning. While initial greetings set the tone, the way you end the conversation determines how the customer feels about the overall experience. And as we all know, customer experiences matter. In fact, three in four consumers will spend more with businesses that provide a good customer experience.

Customer Service 52

Customer Service How To Tips Exceptional Customer Service 52

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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

Customer Think

MAY 17, 2025

AI-powered interactions are becoming more human-like, and businesses are embracing emotionally intelligent AI to enhance customer experience, powering what is projected to become a $13.8 billion market by 2032.

Consumers 53

Consumers Interaction Marketing Customer Experience 53

ChurnZero

MAY 23, 2025

If youve come up in your career through sales, you’re used to living in a world defined by revenue metrics. Pipeline coverage. Win rate. Deal velocity. If youve reached the pinnacle of becoming a chief revenue officer (CRO), you know how to tell a growth story that makes sense to the board and to the market. But if you havent looked closely at how customer success revenue metrics plug into that story, youre probably leaving revenue on the table – and missing a critical opportunity to

Metrics 52

Metrics Customer Success Marketing Tips 52

InteractionMetrics

MAY 19, 2025

Customer experience research is evolving rapidlyespecially for B2B companies, where their high-value relationships demand precision insights. Thats why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol , Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take on whether AI enhances human research or replaces humans altogether?

B2B 52

B2B Customer Journeys Customer Experience CEM 52