Service Quality Institute

JANUARY 8, 2025

I started focusing on customer service in 1979. I released Feelings the world’s first customer service program in January 1980. I think today’s customer service is worse than 46 years ago. COVID gave everyone an excuse to abandon good customer service. AI is giving firms another excuse to push the customer out the door. The question is, should a company focus on keeping customers?

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Customer Service Social Media Start-ups Education 52

Hodusoft

JANUARY 8, 2025

Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This quote by noted educationalist Jonathan Morduch is a testament to the transformative power of microfinance in today’s world. Apart from fighting poverty, microfinance plays a key role in ensuring financial inclusion.

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Contact Center Finance Customer Satisfaction Transportation 52

The Success League

JANUARY 8, 2025

Wondering how to prepare for 2025s rapidly evolving Customer Success landscape? Check out this recent article from ChurnZero on top CS trends predicted by SaaS experts. Kristen Hayer, Founder & CEO of The Success League, shares her sharp insights on how CS teams can drive measurable revenue impactwithout necessarily carrying quotas. Dont miss this fantastic compilation of industry expert's trends to stay ahead of the curve!

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Zonka Feedback

JANUARY 8, 2025

Feedback emails are more than just a requests for opinionstheyre a doorway to understanding your customers better, improving your products or services, and building stronger relationships. Whether its a short satisfaction survey or a detailed product review request, feedback emails give you the insights you need to stay ahead of the curve.

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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

Gainsight

JANUARY 8, 2025

CFOs scrutinizing the tech stack are quick to question redundancies. When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP) , theyre bound to ask, Why do we need both? Its a valid questionbut the answer lies in understanding and reconciling the distinct roles each tool plays in the buyer and customer journey.

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Net Promoter Score Customer Journey Map Sales NPS 52