CommBox

SEPTEMBER 20, 2021

From a business perspective, 69 % of decision-makers see self-service as a significant part of their service strategy. In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. 56% of customers prefer to message rather than call customer service. .

AI 96

AI Customer Service B2C Real Estate 96

SurveySensum

OCTOBER 17, 2024

This helps improve descriptions, pictures, product quality and customer experience as a whole. Boosts Customer Retention Satisfied customers are more likely to become loyal customers in the long run. report, increasing customer retention by 5% can result in an improvement of over 25% in profit.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Adrian Swinscoe

OCTOBER 15, 2024

Abraham and Harvard Business School Senior Lecturer David C. Today’s interview is with Boston Consulting Group Senior Partner Mark F. They join me today to […] The post The five promises of personalization – Interview with Mark Abraham and David Edelman first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Business Growth Customer Relationship Customer Retention 147

SurveySensum

MARCH 10, 2023

To prevent such negative outcomes, using tools such as Net Promoter Score (NPS) can help you actively gather and analyze customer feedback to improve customer retention and understand their experiences. This will help you identify areas for improvement and work towards retaining your customers. So, let’s dive in!

Customer Retention 52

Customer Retention NPS Net Promoter Score Social Media 52

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Intercom, Inc.

MARCH 16, 2021

A modern conversational support tool, like Intercom , will automatically surface your customers’ most common issues and pressing questions to your team – removing the need to manually tag conversations or go digging for details. Customer retention.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Gainsight

NOVEMBER 28, 2023

MoveWorks, a leading AI copilot platform , rocketed to rapid growth status as the AI-driven enterprise sector took off last year. In just 18 months, MoveWorks expanded their Customer Success Manager (CSM) team from just 7 reps to over 25. Thus, Customer Success 2.0 Generative AI. Slick Integrations.

Customer Retention 52

Customer Retention AI Omnichannel Actionable Insights 52

Adrian Swinscoe

NOVEMBER 13, 2024

I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […] The post Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event first appeared on Adrian Swinscoe.

Artificial Intelligence 162

Artificial Intelligence Business Growth Customer Retention AI 162

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

DECEMBER 2, 2024

Qualtrics CoreXM Large enterprises focused on advanced surveys Advanced survey customization Drag-and-drop survey design Mobile support Can collect customer data from various sources Contact for pricing details 4.4 They even connect your actions to specific goals, so you know you’re on the right track.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

VOZIQ

FEBRUARY 6, 2022

Customer acquisition vs. customer retention — the comparison has existed for quite some time, especially with global enterprises realizing the impact of customer churn on the bottom line and long-term growth. Customer retention, on the other hand, is not as much celebrated as a new sale.

Customer Retention 40

Customer Retention ML Net Promoter Score Artificial Intelligence 40

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

SurveySensum

APRIL 28, 2025

Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? Lets dive in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty!

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Ameyo Callversations

JANUARY 3, 2022

Technology continues to advance rapidly, and so of course, most of the recent and advanced trends are focused only on customer engagement. However, there is also a repel against the increased use of digitization and automation of interactions between businesses and consumers. Conversational AI. – Juniper.

Contact Center 98

Contact Center Social Media Omnichannel Non-Profits 98

Zendesk

SEPTEMBER 6, 2022

The service landscape may be stark, but we can’t stop making CX a priority and investing in areas where the impact can influence business growth. 60% said customer service impacts customer retention. 49% said that customer service impacts cross-sell revenues. But don’t do it.

CX 98

CX CX Transformation Customer Retention Sales 98

SurveySensum

DECEMBER 18, 2024

Lets now understand why NPS is important for business growth. The Role of NPS in Business Growth In 2005, the London School of Economics conducted a study on customer advocacy as business growth where they found that an increase of the NPS score by 7 points equates to a 1% growth in revenue.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

CommBox

JANUARY 28, 2024

From a business perspective, 69 % of decision-makers see self-service as a significant part of their service strategy. In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. 56% of customers prefer to message rather than call customer service.

AI 52

AI Customer Service Real Estate B2C 52

SugarCRM

AUGUST 11, 2022

When artificial intelligence ( AI ) was introduced in the ’60s to mimic human decision-making, it was already heralded as the next big tech trend. Fast forward six decades, and AI remains a hot topic, but we have only begun to scratch the surface of adoption. Not All AI Is Created Equal.

Customer Retention 26

Customer Retention AI Artificial Intelligence CRM 26

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

VOZIQ

NOVEMBER 20, 2023

To light your way, this month’s edition highlights a few thought-provoking content pieces that delve into the realms of generative AI, predictive analytics, and other strategies that are poised to reshape the landscape of recurring revenue businesses. How should CXO’s be thinking about Generative AI?

Predictive Analytics 52

Predictive Analytics Customer Retention Social Media AI 52

ECXO

JANUARY 30, 2024

Moreover, businesses that recognize and respond to their customers’ emotions can differentiate themselves from their competitors. “This emotional connection can be the key to retaining customers and promoting long-term business growth.” Image by Joao Marcelo Novellino Pereira. All Rights Reserved.

CX 156

CX Customer Loyalty Education Customer Retention 156

SugarCRM

SEPTEMBER 5, 2024

Customer relationship management (CRM) systems are increasingly important for business growth. That’s why custom CRM for businesses is tailored to meet your needs, unlike off-the-shelf solutions. AI and Machine Learning A custom CRM for business opens up predictive analytics for sales and customer behavior.

Business Growth 26

Business Growth CRM Data Entry Predictive Analytics 26

SugarCRM

JANUARY 19, 2023

When artificial intelligence (AI) was first introduced in the 60s, with a goal of mimicking human decision-making, it was already being heralded as the next big tech trend. Fast forward six decades and AI remains a hot topic, but we have only begun to scratch the surface of adoption.

Customer Retention 26

Customer Retention AI Artificial Intelligence CRM 26

Gainsight

APRIL 10, 2023

While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth axis.

B2B 59

B2B Outlook Customer Retention Omnichannel 59

Aquire

AUGUST 9, 2021

Well, although both are crucial components of the overall customer experience, there are important distinctions to be made. CRM is focused on managing customer interactions through data analysis. The end goal is to create sales growth and improve customer retention. Around 60 percent of companies are at this stage.

Social Media 98

Social Media Omnichannel CXM CRM 98

VOZIQ

AUGUST 13, 2023

However, in order to win fan customers and increase these numbers, a complete rethinking of customer relationship management and a departure from the customary key performance indicators is necessary. Find our pick of books from every quarter for customer retention/service and much more in our blogs section.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Callminer

SEPTEMBER 14, 2020

Increase customer experience by tracking returning customers and being able to determine what customers want. Monitor and track KPIs that lead to increased business growth. Customer retention is vital, and poor call centers do not retain customers. Natalya Bucuy. Rana Gujral. RanaGujral.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

CommBox

SEPTEMBER 26, 2021

However, as customer satisfaction keeps growing, so will customer retention. In the end, relying on omnichannel customer communication comes with a great ROI. Multichannel vs. omnichannel: Which is better for customer communication? Find out more about the CommBox smart customer communication solution.

Omnichannel 88

Omnichannel Start-ups Retail Social Media 88

Experience Investigators

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Retently

NOVEMBER 27, 2024

By understanding who your customers are, what they need, and how they shop, you can create experiences that truly resonate with them. When customers feel understood, they’re more likely to return – and that’s a win for both customer satisfaction and business growth. That’s where the real growth happens.

Sales 149

Sales Social Media Predictive Analytics Start-ups 149

Gainsight

AUGUST 26, 2024

That’s where your Customer Success Platform (CSP) comes in, with Spiderman-like strength, agility, and vision. By reducing churn and boosting upsell opportunities, CSPs can help turn customers into loyal sidekicks for the long haul. But what happens after the deal closes?

CRM 52

CRM Customer Relationship Management AI Customer Relationship 52

Gainsight

AUGUST 26, 2024

That’s where your Customer Success Platform (CSP) comes in, with Spiderman-like strength, agility, and vision. By reducing churn and boosting upsell opportunities, CSPs can help turn customers into loyal sidekicks for the long haul. But what happens after the deal closes?

CRM 52

CRM Customer Relationship Management AI Customer Relationship 52

Adrian Swinscoe

MAY 8, 2024

Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt […] The post If you aren’t fixing the bigger picture, then you are just putting a band-aid on the problem – Interview with Zig Serafin of Qualtrics first appeared on Adrian Swinscoe.

Artificial Intelligence 162

Artificial Intelligence Business Growth Customer Relationship Customer Retention 162

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. this example, the AI has identified a portion of the comment as “positive.”

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

CommBox

AUGUST 9, 2023

But, the reasoning behind this business decision is flawed; with the right customer engagement technology, business can easily offer 24/7 support with automation and self-service that doesn’t require a live agent available and skyrocket customer satisfaction and operational efficiency.

Omnichannel 52

Omnichannel AI CRM Customer Satisfaction 52

VOZIQ

SEPTEMBER 12, 2022

Customer retention has assumed greater importance for recurring revenue businesses today. Traditional retention approaches are proving ineffective against customer churn today. It’s mainly because customers are only growing stronger by the day with the availability of information and choices.

ML 40

ML Customer Retention Touchpoint AI 40