ECXO

JANUARY 21, 2025

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. I hope your holiday season was as refreshing and fun as mine and that youre kicking off 2025 feeling energized and ready to tackle whatever comes your way!

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.

NPS 118

NPS AI Net Promoter Score E-commerce 118

Gainsight

JANUARY 21, 2025

Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after year that they recognize the business value of CS by investing more resources and expanding CS team responsibilities. We surveyed companies across industries for the CS Index 2024 , and we noticed a few trends for EMEA that we think will dictate strategies in 2025 in the region.

Customer Retention 52

Customer Retention AI Compliance Customer Relationship Management 52

Lightico

JANUARY 21, 2025

Meeting regulatory requirements is non-negotiable for financial services organizations. From privacy notices to late payment reminders, disclosures and notifications by mail remains a key component in ensuring customers receive legally mandated disclosures and important account information on time. However, relying heavily on physical mail introduces financial and operational challengesespecially as the cost of stamps and postage continues to rise.

Compliance 52

Compliance Legal Non-Profits Invoicing 52

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

Experience Investigators

JANUARY 21, 2025

It’s time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive marke

CX 52

CX Artificial Intelligence Innovation AI 52

SugarCRM

JANUARY 21, 2025

What we'll Cover: Solving the Hiring Skills Gap in Manufacturing, Wholesale and Distribution Despite a strong rebound in the manufacturing, wholesale, and distribution sectors, many companies are still experiencing headwinds as they retool their businesses for a data-driven future. They see a growing skills gap emerging, and sales organizations, in particular, are having a harder time finding and retaining workers with the right skills and sector-specific experience to excel on the job.

Manufacturing 26

Manufacturing Sales Outlook Construction 26