PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view.

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SurveySensum

JANUARY 16, 2025

Are you torn between Qualtrics and SurveyMonkey? Wondering which platform better suits your specific surveys and business objectives? In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

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Intercom

JANUARY 16, 2025

This week we’re sharing a conversation with Angelo Livanos , who leads support at Lightspeed Commerce , who joined us at Pioneer, our AI customer service summit. Lightspeed’s one-stop commerce platform allows merchants to provide the best experiences across every channel. Having spent most of his career supporting, building, and guiding teams across leading technologies, he’s currently leaning into the AI revolution and helping shape the future of customer support.

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SurveySensum

JANUARY 16, 2025

Are you torn between Qualtrics and SurveyMonkey? Wondering which platform better suits your specific surveys and business objectives? In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

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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.

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Customer Experience Matrix

JANUARY 16, 2025

mParticle announced yesterday it is being acquired by ecommerce platform Rokt for $300 million. Its the third acquisition of a leading CDP in a little over one month, following ActionIQ/Uniphore and Lytics/ContentStack. Its also the first to announce the deal price. Ive already written in this blog about the other two deals and this one is similar enough that most of what I said before still applies.

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Inside Customer Service

JANUARY 16, 2025

A customer emailed me with an unusual problem. My first instinct was to help him quickly and move on. But I paused and wondered if this could be an iceberg. Icebergs are hidden customer service issues that cost you time, money, and customers. It's something customer service leaders don't talk about enough. In this article, I'll explain the iceberg concept, share an example, and give you some practical steps find icebergs in your own organization.

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The DiJulius Group

JANUARY 16, 2025

About Scott Grates Scott Grates has mastered the art of leveraging relationships to amplify business success. His approach centers on the belief that in a world rushing towards digital impersonality, the true edge lies in personal connections and consistent, thoughtful engagement. Grates, the author of “Referrals Done Right,” showcase his expertise in nurturing relationships that.

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