PeopleMetrics
JANUARY 16, 2025
In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view.
CX Network
JANUARY 17, 2025
Explore how Wendys utilizes generative AI to enhance CX, driving personalization, efficiency, and customer loyalty
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eglobalis
JANUARY 7, 2025
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.
Callminer
JANUARY 12, 2025
Read this blog to explore some of the top trends impacting financial services CX teams, and how AI can power improvements for 2025 and beyond.
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
Adrian Swinscoe
JANUARY 13, 2025
Were seeing a surge of activity experimentation, piloting and implementation in the customer service space regarding newartificial intelligence (AI)-enabled tools, particularly those aimed at [] The post Are humans the missing link in your AI strategy? first appeared on Adrian Swinscoe.
Futurelab
DECEMBER 27, 2024
NoBullshitCX #20yearsFuturelab Be there when it matters. During a Blue Screen Day this summer, I was travelling with my family. In the middle of total chaos, for several days, Lufthansa managed to implement all changes and provide us with required care and compensation. I was already a satisfied customer, but this made me fiercely loyal. They were there for me when it mattered.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
Callminer
JANUARY 9, 2025
Contact centers are increasingly adopting AI-driven tools to assist with everything from data mining to gaining detailed CX insights. Read about how the technology is transforming operations here.
Adrian Swinscoe
JANUARY 7, 2025
Todays podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins [] The post Data ontology and rethinking customer support metrics Interview with Marcel Barrera of serviceMob Inc first appeared on Adrian Swinscoe.
Futurelab
JANUARY 3, 2025
#NoBullshitCX #20yearsFuturelab Be aware of red button events. Customers tell others about their experiences when there is something to tell about. But very often the triggering event is not positive. Broken cars, dead internet lines, cancelled flights…The higher the emotion, the higher the fragility of the customer, and the bigger fallout a company can expect from poor 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.
Intercom
JANUARY 10, 2025
In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback. Adrian tells Intercom Snr. Director of Human Support Bobby Stapleton about the evolving state of customer experience teams, the impact of technology and software, and the necessity of living playbooks.
The DiJulius Group
JANUARY 6, 2025
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.
Callminer
JANUARY 7, 2025
Call center compliance is a must-have, not a nice-to-have. Read this blog for a checklist of the essential steps and best practices to ensure call center compliance in 2025 and beyond.
Adrian Swinscoe
JANUARY 3, 2025
Recently, I had the pleasure of speaking to Voyo Popovic, the founder and CEO ofPiece of Cake, a fast-expanding moving company headquartered out of New York. [] The post How one entrepreneur used customer service to disrupt a traditional industry first appeared on Adrian Swinscoe.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Futurelab
JANUARY 10, 2025
#NoBullshitCX #20yearsFuturelab Be like Disneyland. Usually when I start talking about Advocacy Moments, someone in the audience will make a cynical statement: Oh wow, lets all forget our daily jobs, and start delighting customers, be all sunshine and blabla. Honestly, I love those guys, as they give me a perfect hook to reply: So, you are telling us that we should not be like Disneyland, right?
The DiJulius Group
JANUARY 2, 2025
Forget Customer Surveys; Learn the Real CX KPIs you Should be Measuring Chief Revolution Officer John DiJulius discusses how today customers are suffering from survey fatigue. There may be better ways to measure your customer satisfaction than surveys. John shares the best KPIs and how every business should have an ROX (Return on eXperience)Dashboard.
Callminer
JANUARY 5, 2025
Effective contact center coaching is key to enhancing agent performance and ensuring outstanding customer service and CX. Read this blog for insights and strategies to elevate coaching practices.
Win the Customer
JANUARY 9, 2025
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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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
SurveySensum
DECEMBER 30, 2024
CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Why not? While it shines in NPS insights, CustomerGauge falls short in a few key areas. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies.
PeopleMetrics
JANUARY 14, 2025
In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Its not! Both are critical, but they serve different purposes. Market research is about using customer feedback to answer strategic business questions. Its anonymous, often based on small, statistically relevant samples, and designed to provide aggregated insights into broad topics, like product preferences or advertising effectiveness.
InteractionMetrics
JANUARY 7, 2025
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
Callminer
JANUARY 1, 2025
Employees are often expected to wear multiple hats daily while prioritizing CX. Learn how an effective employee experience strategy can improve productivity, retention and morale.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Help Scout
JANUARY 14, 2025
Creating a knowledge base is only half of the battle; you also need to keep it up to date. Help your customers get the most out of your content with regular knowledge base maintenance.
SurveySensum
DECEMBER 27, 2024
Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%. The financial benefits that come from improving customer satisfaction and retention are certainly evident.
PeopleMetrics
JANUARY 10, 2025
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?
Doing CX Right
JANUARY 14, 2025
Discover how Sonoss redesign failed and what you can learn to ensure your CX and UX decisions deliver success, not backlash. The post Why Sonoss App Redesign Became a CX + UX Masterclass in What Not to Do appeared first on Doing CX Right.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Callminer
DECEMBER 30, 2024
Net Promoter Score (NPS) is a metric that tells companies how happy and loyal their customers are. But what does NPS mean, and how can you use it in your company to improve CX? Read more.
CX Network
JANUARY 13, 2025
Email overload and generic responses are putting customers off.
Service Quality Institute
JANUARY 8, 2025
I started focusing on customer service in 1979. I released Feelings the world’s first customer service program in January 1980. I think today’s customer service is worse than 46 years ago. COVID gave everyone an excuse to abandon good customer service. AI is giving firms another excuse to push the customer out the door. The question is, should a company focus on keeping customers?
PeopleMetrics
JANUARY 7, 2025
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.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
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