eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. In the end, why do we talk so much about NPS?

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Gainsight

MARCH 19, 2025

Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. In 2025 (and beyond), growth will come from existing customersnot endless new acquisitions. Learn More Ready to leverage the power of Customer Sucess to grow your revenue?

AI 52

AI Sales Engineering Education 52

Futurelab

FEBRUARY 22, 2025

You sit down to review 2025 plans in your customer service department. There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. Ensure all initiatives contribute to a unified customer goal.

Legal 130

Legal Start-ups AI Technology 130

SurveySensum

FEBRUARY 4, 2025

With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have. In fact, according to research, companies that focus on customer expectations not only grow significantly faster but are 60% more profitable.

Compliance 52

Compliance Start-ups Healthcare AI 52

InteractionMetrics

JANUARY 31, 2025

The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction. This guide covers the top customer satisfaction survey companies of 2025. NBRI NBRI specializes in market research and customer expectations analysis.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

SurveySensum

JANUARY 16, 2025

Moreover, SurveySensum provides advanced features like reporting, dashboarding, and analysis with AI capabilities like machine learning models, GenerativeAI, etc enabling you to go beyond written words and take proactive measures to predict customer expectations and avoid any future issues. Overall Rating: Qualtrics scored 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Comm100

DECEMBER 16, 2024

How to Automate Customer Service in 2025 Automating customer service in 2025 requires businesses to fully embrace advanced AI technologies and integrate them into existing departments and workflows. Heres our full guide on how you can take your customer service automation strategy to the next level in 2025: 1.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers.

AI 372

AI CX Sentiment Analysis Net Promoter Score 372

Gainsight

DECEMBER 18, 2024

For every business today, the question isn’t merely about providing answers; its about creating an empowering self-service experience that propels customers toward achieving their goalswithout leaning on your team at every turn. Learn More Explore more resources on how to enhance your self-service strategy with Gainsight.

Artificial Intelligence 52

Artificial Intelligence AI Customer Satisfaction Touchpoint 52

Zendesk

NOVEMBER 14, 2022

For IT leaders, much like customer service leaders, it’s investments in automation that will reduce the cost of operations. Customer expectations won’t change. One thing we know with certainty is that customer expectations continue to rise and that the way we meet our customers in times of duress is critical.

Customer Service 98

Customer Service Customer Expectations CX AI 98

SurveySensum

JANUARY 16, 2025

Moreover, SurveySensum provides advanced features like reporting, dashboarding, and analysis with AI capabilities like machine learning models, GenerativeAI, etc enabling you to go beyond written words and take proactive measures to predict customer expectations and avoid any future issues. Overall Rating: Qualtrics scored 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Steven Van Belleghem

SEPTEMBER 2, 2020

At the same time, it needs to be recognised that customer expectations are not focused exclusively on societal problems. The start of new customer expectations. Between 2010 and 2020 a new type of customer relationship came into being, based on the increasing ease of use of digital applications.

E-commerce 98

E-commerce Artificial Intelligence Customer Expectations Social Media 98

Zendesk

OCTOBER 17, 2022

The Fourth Industrial Revolution (4IR) technologies are expected to create up to $3.7 trillion in value by 2025. But one of the most challenging relationships to develop successfully is the relationship a manufacturer has with customers. For manufacturers that embrace these new technologies, the opportunities are vast.

Manufacturing 98

Manufacturing AI Artificial Intelligence ML 98

Execs In The Know

FEBRUARY 11, 2025

As companies grow, customers expect to engage with them across more than one channel, often simultaneously and across multiple conversations without having to repeat themselves. Register now to join us in Clearwater, FL, from March 3-4, 2025 and be sure to catch Vanessas session on March 4th at 2:15 p.m. on the main stage.

Contact Center 52

Contact Center AI Engineering CX 52

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Comm100

NOVEMBER 23, 2022

With a complete picture of your customers and their previous history, agents can deliver the personalized experience that customers expect. This includes the ability to offer customers more digital services and manage them all through one easy-to-use interface. Proactive customer engagement takes off. “By

Customer Service 98

Customer Service Omnichannel CRM Contact Center 98

Hodusoft

MAY 24, 2022

billion by 2025 from USD 11.5 With high customer expectations and the pressure to meet service level agreements, cloud-based contact centers give organizations a more flexible, scalable, and cost-effective solution than on-premises solutions. during the forecast period, reaching USD 36.1 billion in 2020” .

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

Execs In The Know

MARCH 10, 2025

Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Coming off the heels of the conference, one thing is clear: the pace of customer expectations is outstripping the speed of operational change. Join us in San Diego, CA, September 17-19, 2025.

CX 94

CX AI CX Transformation Artificial Intelligence 94

Zendesk

DECEMBER 1, 2020

Digital transformation was already vital to surviving in the ever-evolving digital economy and meeting the ever-increasing customer expectations it generates. 76 percent of customers expect personalization. Engage customers where they are.

AI 98

AI Technology Technology Artificial Intelligence 98

Zendesk

JULY 22, 2022

Having to reiterate information is not only frustrating but also leaves customers feeling unheard and undervalued. Whether they are communicating with a chatbot or an agent, or they are being transferred around to several agents, 71 percent of customers expect information to be passed along so that they do not have to repeat themselves.

AI 98

AI Artificial Intelligence Omnichannel Machine Learning 98

Aquire

JULY 26, 2021

In fact, according to market research firm Tractica, the global artificial intelligence software market is expected to see huge growth in the coming years, with revenues increasing from around 9.5 dollars in 2018 to an expected 118.6 billion by 2025. If your top priority is to convert leads into customers , then AI can help you.

Sales 98

Sales Artificial Intelligence AI B2B 98

CSAT.AI

APRIL 24, 2019

However, the bar is constantly being raised by companies that understand customer expectations are changing. Technology has caused the desire for omnichannel support in customer service. Customers can reach their coworkers, family and friends by text, email and phone so they expect to be able to reach businesses the same way.

Customer Experience 52

Customer Experience Sentiment Analysis Omnichannel Gaming 52

Lumoa

NOVEMBER 17, 2022

trillion by 2025. Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX.

E-commerce 78

E-commerce Customer Experience Social Media Artificial Intelligence 78

Intercom

APRIL 3, 2025

Poor player experiences Our 2025 Customer Service Transformation Report shows that 91% of support professionals say customers expectations of support have increased in the past year, with 85% saying they think AI customer service tools are responsible for this shift.

Gaming 52

Gaming AI Start-ups Business Growth 52

DMG Consulting

JUNE 8, 2021

Interaction analytics can perform automated quality management (AQM), more accurately overseeing agent performance and gathering customer insights more effectively than the traditional manual methods of quality management and surveying. DMG expects the number of seats in the IA market to increase by 12% in 2021, 11.5%

Contact Center 59

Contact Center VOC Voice of the Customer CX 59

Execs In The Know

MARCH 10, 2025

Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Coming off the heels of the conference, one thing is clear: the pace of customer expectations is outstripping the speed of operational change. Join us in San Diego, CA, September 17-19, 2025.

CX 64

CX AI CX Transformation Artificial Intelligence 64

Execs In The Know

MARCH 7, 2025

Its dominating headlines, reshaping industries, and promising to revolutionize customer experience (CX) as we know it. The pressure to act is relentless boardrooms demand innovation, customers expect seamless AI-powered interactions, and vendors are offering cutting-edge solutions that claim to transform businesses overnight.

AI 52

AI CX Artificial Intelligence Predictive Analytics 52

CommBox

NOVEMBER 22, 2022

This adds the personalized and welcoming touch that customers expect. . Brands have begun leveraging AI to humanize the customer experience. While human agents need to repeat themselves every single time they interact with a customer, AI only needs to be deployed once, simplifying the work process.

CX 98

CX E-commerce Net Promoter Score NPS 98

DMG Consulting

APRIL 17, 2025

With CX, Theres a Disconnect Between Expectations and Reality. April 17, 2025 View this article on the publisher’s website Consumers have made their sales and servicing preferences clear: They want to help themselves whenever possible. AI Can Help.

AI 48

AI CX Contact Center Artificial Intelligence 48

Comm100

NOVEMBER 15, 2022

Omnichannel platforms also mean if a customer needs to switch channels, all their information is passed across so agents can seamlessly follow the conversation without losing information or requiring the customer to repeat themselves. Speed to meet customers’ expectations. Efficiencies that translate into cost-savings.

Omnichannel 59

Omnichannel Contact Center Social Media CRM 59

Steven Van Belleghem

DECEMBER 3, 2019

The AI market in general is expected to grow to a $190 billion industry by 2025 , according to research firm Markets and Markets. It’s expected that there will be more than 64B connected IoT devices worldwide by 2025 and, according to McKinsey Global Institute there are 127 new IoT devices connect to the internet every second.

Healthcare 52

Healthcare Customer Experience Non-Profits AI 52

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations. Ecommerce success isn’t static.

Sales 150

Sales Social Media Predictive Analytics Start-ups 150

Execs In The Know

FEBRUARY 11, 2025

As companies grow, customers expect to engage with them across more than one channel, often simultaneously and across multiple conversations without having to repeat themselves. Register now to join us in Clearwater, FL, from March 3-4, 2025 and be sure to catch Vanessas session on March 4th at 2:15 p.m. on the main stage.

Contact Center 52

Contact Center AI Engineering CX 52

Aquire

FEBRUARY 3, 2022

But with so many different ways for customers to communicate with companies, how do you ensure they get seamless, quality service throughout their journey? Omnichannel customer service is the key. What is omnichannel customer service? The benefits of omnichannel customer service. billion by 2025.??

Omnichannel 52

Omnichannel Customer Service Social Media Touchpoint 52