Thu.Jan 30, 2025

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Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further

PeopleMetrics

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer

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Social media vs reality: How consumer attitudes are shifting

CX Network

Do you know which channels matter the most to your customers?

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Omnichannel Contact Centers Solutions: What You Need to Know

Hodusoft

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? This incredible difference highlights the importance of implementing omnichannel contact center solutions to ensure seamless, integrated experiences across multiple communication channels.

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Scaling Customer Support with AI: Nuuly’s Winning Formula

Intercom

We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her experience adopting AI in customer service. She tells Intercoms Senior Director of Human Support, Bobby Stapleton, about the immense impact its had for both Nuulys support team and customers, implementation challenges she encountered and overcame and her vision for the future of AI-first customer service.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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189: How to Build Your Personal Brand

The DiJulius Group

Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a world-renowned speaker, His Tedx talk. Read Full Article The post 189: How to Build Your Personal Brand appeared first on The DiJulius Group.

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What America Can Learn From The World’s Most Digital Healthcare System

CommBox

By Michal Raz, Head of Partners at CommBox After spending 17 years in the United States, my return to Israel three years ago came with an unexpected revelation: the stark contrast in healthcare digitalization between these two nations. While the US healthcare system remains largely voice-centric and process-heavy, Israel has embraced a digital transformation that puts patient convenience at the forefront.