ECXO

APRIL 29, 2024

Imagine a single solution, a magical tool, a secret sauce, that can solve all the challenges related to customer experience in one fell swoop. A solution that can turn every customer interaction into a delightful experience, foster brand loyalty, and ultimately drive business growth.

CX 283

CX Innovation Machine Learning Technology 283

Intercom, Inc.

JULY 28, 2020

No one ever starts a business intending to provide a poor customer experience. But until recently, technological limitations meant that we, as business leaders, faced an impossible choice as our companies grew. Either stay personal with customers or get efficient. Customers now expect both.

Start-ups 290

Start-ups Customer Expectations Business Growth Customer Relationship 290

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Whats included in a CX roadmap?

CX 116

CX Customer Experience Net Promoter Score NPS 116

Fonolo

SEPTEMBER 14, 2021

In fact, customer service is now seen as one of the main growth drivers for businesses, alongside sales and marketing. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth. Set clearly defined customer service goals. It's 100% free, we promise.).

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

ECXO

MARCH 21, 2023

Overall, by placing an emphasis on design and incorporating it into all aspects of the organisation, businesses can create products and services that generate adoption and growth and provide a positive and more adoptable customer experience. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Fonolo

OCTOBER 7, 2021

Technology to support remote work. Contact center leaders quickly realized their technology needed major upgrades as they shifted from in-person to virtual operations. Technology limits posed obstacles to business growth for 25.7% High customer expectations. Limited tools and technology.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

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. I hope this blog post is helpful!

AI 59

AI Artificial Intelligence Social Media Machine Learning 59

Intercom, Inc.

AUGUST 13, 2020

Fast food chain Wendy’s is a prime example of this evolution in customer communication, now boasting a following of 3.7 This shift from a broadcast to a conversational mindset, and technology’s role in that transition, is exactly what Sprinklr has bet on for the last decade. million thanks to their cheeky Twitter presence.

Social Media 209

Social Media AI Sales B2B 209

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

Customer Service 91

Customer Service Compliance AI Education 91

Ameyo Callversations

MAY 4, 2022

Cloud communication is a technique that allows companies to establish a point of customer contact over the internet instead of using a connection over a telephone network. Cloud communication dissipates the need of installing any hardware or having a physical network to operate a customer support center. Conclusion.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

Fonolo

OCTOBER 15, 2020

Think your customers will wait around for your outdated website or app to load? Your millennials and Gen Z customers are known for their high expectations when it comes to technology. Consider upgrading your existing servers or find workarounds to ensure that your customers don’t hit any bumps in the road.

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

Execs In The Know

AUGUST 27, 2024

What’s driving this downward trend in customer satisfaction? Are brands failing to meet evolving customer expectations, or is there a deeper issue at play? Today’s consumers have experienced firsthand the innovative approaches of leading brands, setting a new benchmark for all businesses. set in 2017.

CX 105

CX AI Contact Center Machine Learning 105

SugarCRM

APRIL 14, 2022

It’s important to be able to track that because customer behavior is constantly changing.”. 86% said their organization’s sales team uses artificial intelligence to augment one or more business processes, and 91% say they expect to use AI technology over the next 24 months. The solution stands in making AI pragmatic.

Business Growth 48

Business Growth Artificial Intelligence ML CRM 48

MyCustomer Experience

APRIL 11, 2022

WThere’s a direct correlation between excellent customer service and business growth. We’ve seen in the last year how customer expectations. By Artur Nowakowski Chief Technology Officer. 11th Apr 2022.

Business Growth 75

Business Growth CX Customer Expectations Technology 75

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom

APRIL 3, 2025

Traditionally, scaling support meant simply adding headcount, creating a linear relationship between business growth and support costs. The real cost: Slowed-down business growth, player churn due to poor experiences, damaged brand reputation.

Gaming 52

Gaming AI Start-ups Business Growth 52

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. Omnichannel support isnt just about technology.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

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. This data helps businesses optimize strategies, identify trends, and deliver superior customer service.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Intercom

JUNE 8, 2021

Another survey reveals that 84% of businesses report an uplift in revenue as one of the primary benefits of improving their customer experience. Want to learn more about how conversational experiences are fuelling customer retention and business growth for major companies like yours? Outbound messaging (70%).

Customer Retention 111

Customer Retention Business Growth Start-ups Customer Satisfaction 111

Hodusoft

JULY 21, 2022

Therefore, it’s critical for business owners to invest in a call center system that enables businesses to enhance communication between the agents and the policyholders or potential customers. Understand Customers to Deliver a Truly Personalized Experience. Leverage Real-time Analytics to Monitor Customer Interactions.

Customer Service 98

Customer Service Omnichannel Artificial Intelligence Customer Loyalty 98

Intercom

FEBRUARY 8, 2023

Year after year, we see customer expectations continue to increase – and 2022 brought with it a whole new juggling act. Last year, many teams were faced with the Herculean task of trying to balance headcount reductions and fewer resources with the ability to meet – and exceed – the growing expectations customers have of support.

Customer Service 59

Customer Service E-commerce Finance Business Growth 59

SurveySensum

JANUARY 16, 2025

It helps you create and launch surveys with AI capabilities and collect key customer insights to drive business growth, understand customer satisfaction and loyalty, and improve the overall customer experience. in this aspect, indicating strong customer satisfaction in meeting customer expectations and needs.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

InteractionMetrics

JANUARY 31, 2025

NBRI NBRI specializes in market research and customer expectations analysis. We also survey sub-populations from your customer base to ensure they’re represented accurately, and we’re the only customer satisfaction survey company that lists our pricing online.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 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

Intercom

JUNE 1, 2021

And although 69% of respondents say that personalized support experiences are the key to building strong customer relationships, less than half believe that they can deliver those personalized support experiences at scale with their current tech stack. Challenge #4: Your business isn’t getting the customer insights it needs.

Machine Learning 116

Machine Learning Actionable Insights Technology Technology 116

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. Using NPS to refine services ensures banks not only meet but exceed customer expectations.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Aquire

AUGUST 9, 2021

Focus is on the relevance of customer communication, interest in data analytics and new communication channels, and how to create cohesive customer messaging across them. Business growth is achieved through focusing on CX, placing customer needs at the forefront. The rise of the voice of the customer.

Social Media 98

Social Media Omnichannel CXM CRM 98

Zendesk

MARCH 7, 2022

The technology existed – and so did the curiosity – but what did it look like for businesses? Artificial intelligence, automation, and conversational service are no longer industry buzzwords – our data shows that over 75% of businesses are familiar with conversational service in 2022. What is conversational service?

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98

Intercom

AUGUST 17, 2021

According to a commissioned study conducted by Forrester Consulting on behalf of Intercom in April 2021, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , 59% of support leaders and decision makers find a lack of proactive support to be a barrier to conversational support at scale. Customer meets business.

Start-ups 78

Start-ups Customer Retention Business Growth Technology 78

Retently

APRIL 5, 2024

Self-service options, including self-checkout systems and digital information kiosks, empower customers with autonomy and skill, improving the shopping experience and the retailer’s operational efficiency. However, with technological advancements, now most companies operate in both spaces: in-store and online.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Experience Investigators

APRIL 23, 2024

By following these steps and focusing on the right metrics, we can demonstrate the tangible value of investing in customer experience to our leadership, ensuring continued investment and focus on initiatives that drive real business growth and customer happiness. So, take these insights and put them into action.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

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

MattsenKumar

SEPTEMBER 21, 2023

Today, when businesses rely on data-driven decisions, Speech Analytics increasingly positions itself as an indispensable tool. As companies intensify their quest to deepen customer relationships, this technology emerges as a linchpin. The increase in potential customers brings high productivity and business growth.

CX 52

CX Non-Profits Artificial Intelligence Sentiment Analysis 52

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). CS teams are struggling with burnout, as they’re being asked to do more with less and deliver on customer expectations. This is where digital customer success (DCS) comes in. What Is Digital Customer Success?

B2B 59

B2B Outlook Customer Retention Omnichannel 59

Execs In The Know

APRIL 1, 2025

The boutique approach to customer experience outsourcing distinguishes smaller BPO entities from larger competitors by maintaining rigorous quality standards across every customer touchpoint. This balanced approach creates scalable, agile operations that drive meaningful business outcomes.

Customer Experience 52

Customer Experience CX Innovation Customer Satisfaction 52

Gainsight

AUGUST 20, 2024

The Accelerating Adoption of AI in Customer Success AI’s journey from experimental technology to a practical tool has been rapid. Fast forward to the 2020s, AI is now an integral part of business, thanks to advancements like OpenAI’s ChatGPT, which have shifted AI from research labs to mainstream technology.

AI 52

AI Predictive Analytics Machine Learning Innovation 52