ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied.

Customer Experience 156

Customer Experience Social Media CX Innovation 156

Callminer

DECEMBER 29, 2024

Great customer experience is crucial for customer loyalty, retention, and overall business growth. This blog offers practical and effective ways to improve CX today. Read more.

Customer Experience 182

Customer Experience Business Growth Customer Loyalty CX 182

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 Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their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. From hyper-personalization to autonomous workflows, AI is delivering unprecedented opportunities while posing new challenges.

AI 276

AI CX Sentiment Analysis Net Promoter Score 276

Inside Customer Service

DECEMBER 12, 2024

Imagine a customer service training program for your team. Most managers I talk to picture a big, annual program. It might be a formal class where everyone gathers for a half-day or a series of self-paced courses that take hours. The all-at-once approach creates a lot of problems. Low retention. Reps never remember all that's covered. Too long. Full or half-day workshops disrupt your operation.

Customer Service 218

Customer Service Contact Center 218

Speaker: Becky Parisotto

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

Retail

Futurelab

DECEMBER 20, 2024

#NoBullshitCX #20yearsFuturelab Involve your frontline in customer innovation. I mentioned the concept of Advocacy Moments last week: an event, interaction, or item that makes people want to share their positive experience, because they have a nice story to tell. But how to create those moments? Who can tell what really moves people to the point that they share their experiences?

Innovation 130

Innovation CX 130

eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.

CX 255

CX Customer Journey Map Compliance Social Media 255

CX Network

DECEMBER 11, 2024

Discover 2025's top CX trends: AI, cybersecurity, phygital retail & trust-driven strategies for brand success

CX 111

CX Customer Experience Retail AI 111

Callminer

DECEMBER 25, 2024

The product experience lifecycle helps map the customer journey and understand customers thoughts. This blog explores how contact center interactions can help companies improve their products.

Contact Center 182

Contact Center 182

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.

Customer Expectations 130

Customer Expectations 130

Zonka Feedback

DECEMBER 21, 2024

The results are in, and they tell a story of successZonka Feedback proudly claims 24 G2 badges for Winter 2025, solidifying our position as a trusted leader in Experience Management and Feedback Analytics.

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Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

AI

Adrian Swinscoe

DECEMBER 20, 2024

Todays podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate and measure [] The post The impact of influencer marketing on customer experience Interview with Daphne Robertson of #paid first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience Artificial Intelligence Business Growth Customer Relationship 147

CX Network

DECEMBER 13, 2024

Ekaterina Mironova explains how Amazon, Sephora, Patagonia and Zappos are embracing the future of CX - and how you can follow suit

Customer Experience 104

Customer Experience CX 104

Callminer

DECEMBER 22, 2024

Effective call summarization can make a positive difference in contact center productivity and customer service. Read this blog to learn what call summaries are, why they're important and more.

Contact Center 182

Contact Center Customer Service 182

Futurelab

DECEMBER 13, 2024

#NoBullshitCX #20yearsFuturelab Trigger a positive conversation. Detractors have horror stories to tell, but are you giving your promoters something to talk about? Sometimes, when we want customers to talk about us, we forget that they need at least a conversation starter. Nobody comes home shouting Honey, can you believe it? None of the calls I made today dropped on me!.

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130

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

Customer Satisfaction

Zonka Feedback

DECEMBER 9, 2024

Were thrilled to introduce the Zonka Feedback Partnership Program , created to empower businesses, agencies, and technology providers to transform customer experience (CX) and drive shared growth.

CX 98

CX Technology Technology Customer Experience 98

Adrian Swinscoe

DECEMBER 16, 2024

In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the [] The post The two-sided customer experience problem and how VoC data is the answer first appeared on Adrian Swinscoe.

VOC 147

VOC Customer Experience Customer Satisfaction CX 147

Kate Nasser

DECEMBER 15, 2024

Delivering an irresistible customer experience is easier than you think and worth the effort! Tips fr Kate Nasser, The People Skills Coach, Author, Leading Morale. The post Irresistible Customer Experience: What Every Customer Wants #CX appeared first on KateNasser.com.

Customer Experience 91

Customer Experience CX Contact Center Sales 91

Callminer

DECEMBER 19, 2024

Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.

Contact Center 182

Contact Center AI Artificial Intelligence Customer Service 182

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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.

VOC

Win the Customer

DECEMBER 26, 2024

In today’s rapidly evolving digital landscape, artificial intelligence (AI) is transforming the way businesses interact with their customers. From chatbots and virtual assistants to personalized recommendations and predictive maintenance, AI is revolutionizing customer experience (CX). However, the successful implementation of AI-powered CX hinges on one critical factor: building and maintaining trust with customers.

AI 59

AI CX Artificial Intelligence Legal 59

Zonka Feedback

DECEMBER 17, 2024

Improve your CAPA process and streamline quality management with actionable strategies that ensure compliance, improve efficiency and boost patient safety.

Healthcare 90

Healthcare Compliance 90

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

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.

Technology 52

Technology Technology Artificial Intelligence CX 52

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.

AI

Callminer

DECEMBER 17, 2024

Customer journey analytics provides insight into how customers interact with brands across multiple touchpoints. Read this blog to learn why customer journey mapping and analytics is important.

Customer Journey Map 182

Customer Journey Map Touchpoint 182

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions. This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. 1.

AI 59

AI Customer Service E-commerce Social Media 59

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Based on the results of a recent poll I ran on LinkedIn, the key trends predicted to dominate in 2025 are: Ultra Personalisation (44%) Digital Engagement (25%) Sustainability (19%) Wellness (13%) Although the sample was small and skewed toward professionals, the respondents were primarily corporate leaders, so I was happy that the results were similar to those of more representa

Machine Learning 68

Machine Learning Social Media Innovation Sales 68

Service Quality Institute

DECEMBER 11, 2024

Very few organizations understand the Power of the Service Strategy. In 1979 I decided to develop the world’s first customer service program because I saw firms working night and day to drive customers away. It’s worse in 2024 than in 1979. There is more hype and more BS today. By Service Strategy I mean how do you dominate and own the market.

Customer Service 52

Customer Service Customer Satisfaction Sales Customer Experience 52

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.

AI

Experience Investigators

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Every business team or department has to measure its results to understand what is and isnt working (or worth the organizations investment): Marketers show how social media campaigns and ebooks attract new leads Salespeople explain how account-based tactics help land big-ticket sales Human resources pros tie culture initiatives to improved retention and faster recruitment Customer experience teams are

CX 52

CX Customer Experience Touchpoint CXM 52

Callminer

DECEMBER 15, 2024

Conflict management is a critical skill in any high-pressure environment, and contact centers are no exception. Read this blog for top tips and effective strategies.

Contact Center 182

Contact Center 182

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support. 1.

AI 59

AI Social Media Artificial Intelligence Machine Learning 59

CX Network

DECEMBER 14, 2024

Learn how to measure and improve CX to create lasting memories and boost brand growth

CX 59

CX 59

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

Customer Experience