eglobalis

JANUARY 13, 2025

Introduction Salesforces new product, AgentForce, is redefining the agent experience with advanced AI capabilities. Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Competing tools like Microsoft Dynamics 365 AI and Zendesk AI Suite provide similar functionalities, but AgentForce stands out for its ease of use and integration depth.

Customer Experience 435

Customer Experience Marketing Chatbots e-support 435

CX Journey

JUNE 11, 2025

A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. But here’s the catch: a brand promise is only as strong as the experience that delivers it.

Brands 267

Brands Customer Experience Customer Journeys Leadership 267

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 304

B2B Strategy Customer Journeys Net Promoter Score 304

IntouchInsight

JANUARY 12, 2025

Efficient retail stocking procedures ensure merchandise is available for customer purchase. When shelves are well-stocked and organized, it creates a positive customer shopping experience, increases sales opportunities, and ensures smoother store operations. Additionally, a study revealed that out-of-stock items result in $1 trillion in lost sales globally every year, with 34% of shoppers choosing to go to a competitors store when faced with an empty shelf.

Retail 291

Retail Study Sales Customer Experience 291

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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

Calabrio

APRIL 15, 2025

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access.

Self Service 235

Self Service Contact Center Healthcare Chatbots 235

Lumoa

JUNE 5, 2025

Netigate Product News for May 2025 Hey First name ! Lovely seeing you again, back with more exciting Netigate updates! We have had a doozy of a month, with lots of features that we think will make Netigate better for you. Let’s get started! New Look, Same News We’ve updated the look and feel of the Product News to better align with our new product offering.

Knowledge Base 195

Knowledge Base Analysis Analytics Trends 195

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

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

AWS Machine Learning

MARCH 19, 2025

As we gather for NVIDIA GTC, organizations of all sizes are at a pivotal moment in their AI journey. The question is no longer whether to adopt generative AI, but how to move from promising pilots to production-ready systems that deliver real business value. The organizations that figure this out first will have a significant competitive advantageand were already seeing compelling examples of whats possible.

Innovation 144

Innovation Healthcare Resources Training 144

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

ShepHyken

JANUARY 14, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Customer Experience 138

Customer Experience Hospitality How To Interaction 138

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.

B2B 451

B2B Loyalty Loyalty Programs Innovation 451

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 268

Leadership Customer Journeys Customer Centricity Culture 268

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line.

B2B 338

B2B Customer Journeys How To Effort Score 338

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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

Experience Investigators by 360Connext

APRIL 16, 2025

The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes. The past few weeks have been a whirlwind. Tariffs, market swings, shifting economic signalsevery day seems to bring a new plot twist.

How To 143

How To Leadership Policies Communication 143

Calabrio

MARCH 26, 2025

Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.

Call Center 213

Call Center Self Service Chatbots CRM 213

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 Customer Engagement 195

Lumoa

JUNE 5, 2025

Lumoa Product News for April 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Ask AI Filter Recognition Ask AI can now tell you a list of all Filters its able to see! This will, in the vast majority of times, just be a list of all the background variables associated with your data.

Knowledge Base 195

Knowledge Base NPS Analysis Analytics 195

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

BlueOcean

APRIL 1, 2025

Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

C3Centricity

FEBRUARY 8, 2025

Organisations are facing unprecedented challenges in remaining competitive and maintaining business success in 2025. The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Let’s explore why this powerful trinity is more relevant than ever in 2025 and how you can leverage it to grow your business.

Leadership 156

Leadership Innovation Customer Insights Report 156

IntouchInsight

JUNE 7, 2025

Self-ordering kiosks offer speed and control, but our mystery shops reveal the real trade-offs in satisfaction, friendliness, and first-time UX.

Customers 156

Customers Report Data 156

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Think about the last time you had to navigate a clunky website or deal with a long-winded support call. Frustrating, right? Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need.

Measurement 122

Measurement Tools Effort Score Multi-Channel 122

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

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.

Survey 361

Survey Banking NPS Effort Score 361

CX Journey

MAY 21, 2025

In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.

Technology 247

Technology Culture Innovation Leadership 247

ECXO

MARCH 12, 2025

The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.

Consumers 276

Consumers Customer Experience Fashion Brands 276

Experience Investigators by 360Connext

JANUARY 7, 2025

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.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace.

Software 237

Software Customer Service Contact Center Exceptional Customer Service 237

InMoment XI

JUNE 7, 2025

Sometimes, even the most skillful contact center agents have no choice but to escalate a call to their supervisors. However, it’s not an ideal scenario by any means, especially when it happens often. Escalated calls are time-consuming, costly, and stressful. They also lower agent confidence and increase the likelihood of customer churn. Therefore, reducing call escalations is a mission-critical priority for contact center leaders.

Contact Center 195

Contact Center Self Service Average Handle Time Tips 195

Alida

MAY 28, 2025

To become a truly customer-centric brand, you must integrate the concept into every single area and channel of your business. While many brands seek to do just this, many challenges can get in the way and hold them back from achieving this goal.

Customer Centricity 147

Customer Centricity How To Customers Brands 147