Tue.Jan 07, 2025

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Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide

eglobalis

Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences.

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Data ontology and rethinking customer support metrics – Interview with Marcel Barrera of serviceMob Inc

Adrian Swinscoe

Todays podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins [] The post Data ontology and rethinking customer support metrics Interview with Marcel Barrera of serviceMob Inc first appeared on Adrian Swinscoe.

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Your essential call center compliance checklist

Callminer

Call center compliance is a must-have, not a nice-to-have. Read this blog for a checklist of the essential steps and best practices to ensure call center compliance in 2025 and beyond.

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From the Internet to AI: How PeopleMetrics is Embracing the Next Research Revolution

PeopleMetrics

Twenty-five years ago, in 2001, I founded PeopleMetrics with a clear vision: the internet was going to fundamentally change the way market research was conducted. My journey began in the Silicon Valley in 1999 when online surveys were just emerging and I got a taste of how client could access results in real-time, allowing for smarter, faster decisions.

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Next-Gen Cloud Contact Centers For Dummies®

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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Mastering Customer Journey Mapping: Strategies for Success

InteractionMetrics

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an

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Customer Experience Strategy 101: From Vision to Implementation

Experience Investigators

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. But this is easy to say and harder to do. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. People today have countless options for where to shop and how to solve their challenges.