eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. In enterprise contexts with multiple stakeholders per account, a single survey often fails to capture the true sentiment of all decision-makers.

B2B 280

B2B Survey Multi-Channel Effort Score 280

CX Journey

MAY 14, 2025

As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.

Leadership 250

Leadership Customer Journeys Customer Centricity Culture 250

InMoment XI

MAY 14, 2025

The AERs Customer Engagement Toolkit is pushing energy providers to change how they engage with customers. Heres what it meansand how your brand can benefit. Are we doing enough to build trust with our customers? What does meaningful engagement actually look like? Where do we start without overwhelming our teams? If youre a CX leader in the energy sector, these questions probably feel familiar.

Brands 195

Brands Exercises Feedback Analytics 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

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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

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

Calabrio

MAY 14, 2025

Workforce Management Workforce Forecasting: How to Predict Staffing Needs Jump ahead Key Takeaways What is Workforce Forecasting? Why Workforce Forecasting is Important Key Methods for Workforce Forecasting Metrics to Track for Accurate Forecasting Step-by-Step Guide to Forecasting Staffing Needs Common Challenges and Solutions How Calabrio Can Help with Workforce Forecasting Best Practices for Implementation Understanding Forecasting with Calabrio Share Book a demo Lets get started Right now, c

Contact Center 130

Contact Center How To Multi-Channel Analysis 130

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

InMoment XI

MAY 14, 2025

A note to InMoment clients from Kyle Ferguson, CEO of Press Ganey Forstas Cross-Industries Division Today is an exciting day for experience technology InMoment is now officially part of Press Ganey Forsta , a leading provider of experience measurement, data analytics and insights. Let me start by saying how genuinely excited I am to welcome InMoments clients, employees, and partners into the Press Ganey Forsta family.

Roadmap 195

Roadmap Insurance Healthcare Innovation 195

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

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

AWS Machine Learning

MAY 14, 2025

According to a Gartner survey in 2024 , 58% of finance functions have adopted generative AI, marking a significant rise in adoption. Among these, four primary use cases have emerged as especially prominent: intelligent process automation, anomaly detection, analytics, and operational assistance. In this post, we show you how Amazon Q Business can help augment your generative AI needs in all the abovementioned use cases and more by answering questions, providing summaries, generating content, and

Financial 107

Financial Groups Data Analysis 107

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 109

Case Study NPS Video Study 109

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

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

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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

PeopleMetrics

MAY 15, 2025

When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.

Data 62

Data Marketing Survey Analysis 62

Thematic

MAY 13, 2025

When you read through customer feedback, you can often tell if the tone is positive or negative. But how do you quantify those feelings across thousands of comments? Answer: sentiment score Derived from sentiment analysis of customer feedback, a sentiment score gives CX and Voice of Customer (VoC) professionals a quick, quantifiable measure of customer emotion.

Analysis 62

Analysis How To NPS Comparison 62

AWS Machine Learning

MAY 2, 2025

In this post, we showcase how Dr. Kori Ramajoo, Dr. Sonia Brownsett, Prof. David Copland, from QARC, and Scott Harding, a person living with aphasia, used AWS services to develop WordFinder, a mobile, cloud-based solution that helps individuals with aphasia increase their independence through the use of AWS generative AI technology. In the spirit of giving back to the community and harnessing the art of the possible for positive change, AWS hosted the Hack For Purpose event in 2023.

Communication 102

Communication Policies Resources Technology 102

TechSee

MAY 1, 2025

Across Europe, a silent but seismic change is reshaping how service is delivered. From telecom providers to home security firms, leading brands are shifting their approach—from reactive support to visual-first resolution. And at the center of that shift is Visual Agentic AI. Why now? Because customer expectations are climbing, field service costs are rising, and pressure to reduce carbon footprints is growing.

Brands 124

Brands Contact Center Wait Times Chatbots 124

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

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

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.

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PeopleMetrics

MAY 13, 2025

The recent indictment of Op4G and Slice confirmed what many of us already suspected: The traditional online panel model is under strain and bad actors have been taking advantage of it for years. Whats next isnt just fraud detection. Its a complete rethinking of how high-quality research participants are sourced. Thats where Custom Research Panels come in.

Data 62

Data Marketing Financial Culture 62

Thematic

MAY 13, 2025

The Challenge: Hearing Our Customers Through the Noise When we rebuilt our Voice of Customer (VoC) program at Mitre 10 five years ago, we thought we had it all figured out. We'd implemented comprehensive retail and trade feedback systems, built-in closed-loop feedback processes, and aligned everything with our new brand promise: "With You All the Way." But something was still missing.

Voice of Customer 62

Voice of Customer NPS Analysis B2B 62

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

AWS Machine Learning

MAY 2, 2025

The Amazon Bedrock multi-agent collaboration feature gives developers the flexibility to create and coordinate multiple AI agents, each specialized for specific tasks, to work together efficiently on complex business processes. This enables seamless handling of sophisticated workflows through agent cooperation. This post aims to demonstrate the application of multiple specialized agents within the Amazon Bedrock multi-agent collaboration capability, specifically focusing on their utilization in

Financial 100

Financial Knowledge Base Multi-Channel Guidelines 100

Support EXP

MAY 14, 2025

Discover how digital transformation in banking equips and empowers regional and community banks with the tools to enhance customer engagement, streamline operations, and be competitive into the future. In todays fast-paced digital world, execs of regional and community banks are feeling the pressure. Consumers expect modern banking services to be instant, personalized, and on-demand.

Banking 52

Banking Strategy Financial Omni-Channel 52

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 69

Training Customer Service Video Trends 69

CSM Magazine

MAY 17, 2025

Words can shape every interaction, especially in customer support. Simple, thoughtful language can turn an average experience into one that feels personal and uplifting. Each positive word or phrase builds trust and shows customers they matter. Using the right language isnt just about sounding friendlyit has a real impact. People remember how you make them feel, and the words you choose can calm, reassure, or delight.

Customer Service 52

Customer Service Effort Score Customers Feedback 52

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

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

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

AWS Machine Learning

MAY 15, 2025

This post is co-written with Ken Tsui, Edward Tsoi and Mickey Yip from Apoidea Group. The banking industry has long struggled with the inefficiencies associated with repetitive processes such as information extraction, document review, and auditing. These tasks, which require significant human resources, slow down critical operations such as Know Your Customer (KYC) procedures, loan applications, and credit analysis.

Banking 90

Banking Groups Financial Training 90