PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions.

NPS 118

NPS AI E-commerce CX 118

The Success League

JANUARY 23, 2025

By Kristen Hayer One of my goals for 2025 is to spend more time on personal development. For me, this includes yoga, watercolor painting and taking classes on the Masterclass app. The class I started with explores how ancient philosophies stoicism, epicureanism, cynicism, and Socratic wisdom can help you solve modern problems. Ryan Holiday , who is the host of The Daily Stoic , leads the program.

Start-ups 52

Start-ups Sales 52

Gainsight

JANUARY 23, 2025

Gainsight recently announced that we were named a Leader in the first-ever Gartner Magic Quadrant for Customer Success Management Platforms ; Gainsight was positioned highest on the Ability to Execute axis and furthest on the Completeness of Vision axis. But before we talk about why we believe the Gartner recognition is such an iconic moment for Gainsight and the Customer Success space, lets take a trip down memory lane.

Manufacturing 52

Manufacturing Healthcare Retail Business Operations 52

Zonka Feedback

JANUARY 23, 2025

Want to understand your customers better? AI customer insights make it easy to uncover trends, prioritize actions and deliver personalized experiences.

AI 52

AI Artificial Intelligence 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

Intercom

JANUARY 23, 2025

In this episode of The Ticket, Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work, the importance of data-driven decision-making, and the ongoing need for optimization in customer support tools. Kevin shares insights with Bobby Stapleton , Snr. Director, Human Support, Intercom on change management, cross-functional collaboration with product teams, and the impact of AI on customer support.

AI 95

AI Customer Service 95

SugarCRM

JANUARY 23, 2025

Sales professionals have the growingly difficult task of generating more sales in highly competitive markets. However, tapping into new opportunities and achieving B2B success doesn’t have to be a struggle. Beyond strategy, sales professionals need to be equipped with the right tools. In this blog, well show how sales-is core features instant account summaries, proactive alerts, and actionable data insightsempower sales professionals, leaders, and managers to drive results efficiently and

Sales 26

Sales Actionable Insights B2B Business Growth 26