eglobalis

JANUARY 7, 2025

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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B2B CX Predictive Analytics Artificial Intelligence 226

Callminer

JANUARY 9, 2025

Contact centers are increasingly adopting AI-driven tools to assist with everything from data mining to gaining detailed CX insights. Read about how the technology is transforming operations here.

Contact Center 182

Contact Center Data Mining AI CX 182

Futurelab

JANUARY 10, 2025

#NoBullshitCX #20yearsFuturelab Be like Disneyland. Usually when I start talking about Advocacy Moments, someone in the audience will make a cynical statement: Oh wow, lets all forget our daily jobs, and start delighting customers, be all sunshine and blabla. Honestly, I love those guys, as they give me a perfect hook to reply: So, you are telling us that we should not be like Disneyland, right?

Social Media 130

Social Media Customer Experience 130

Adrian Swinscoe

JANUARY 7, 2025

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.

Technology 147

Technology Technology Customer Service Artificial Intelligence 147

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Intercom

JANUARY 10, 2025

In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback. Adrian tells Intercom Snr. Director of Human Support Bobby Stapleton about the evolving state of customer experience teams, the impact of technology and software, and the necessity of living playbooks.

Customer Experience 68

Customer Experience CX Technology Technology 68

Callminer

JANUARY 7, 2025

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.

Compliance 182

Compliance 182

Win the Customer

JANUARY 9, 2025

In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives.

AI 59

AI Predictive Analytics Customer Satisfaction Customer Feedback 59

The DiJulius Group

JANUARY 6, 2025

Company Fires Employees Who Admit Being Stressed / What is your word of 2025? How one company Received 225 5-Star reviews in one year / Gen Z will not wait on hold How one company Received 225 5-Star reviews in one year It took Outer Banks Blue Realty Services, a property management company, ten years. Read Full Article The post Fired for Being Stressed / Word of 2025 / Increasing 5 Star Reviews / Gen Z appeared first on The DiJulius Group.

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Callminer

JANUARY 5, 2025

Effective contact center coaching is key to enhancing agent performance and ensuring outstanding customer service and CX. Read this blog for insights and strategies to elevate coaching practices.

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Contact Center CX Customer Service 182

PeopleMetrics

JANUARY 7, 2025

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.

Unstructured Data 71

Unstructured Data AI Artificial Intelligence Gaming 71

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

InteractionMetrics

JANUARY 7, 2025

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 Journey Map B2B CX Touchpoint 52

Experience Investigators

JANUARY 7, 2025

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.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

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?

Customer Service 52

Customer Service Social Media Start-ups Education 52

CommBox

JANUARY 6, 2025

Hidden Limitations & The Great CX Plateau The customer service industry has reached a critical inflection point. While 90% of businesses believe they’re meeting customer expectations, only 11% of customers report they are very satisfied with their service experiences. There’s also clear agreement on what’s broken: nearly 40% of both businesses and customers report their top frustration is chatbots that can’t actually resolve customer inquiries.

CX 52

CX AI Contact Center CRM 52

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Doing CX Right

JANUARY 6, 2025

Struggling to retain loyal customers despite new products and tech investments? Discover 8 powerful CX lessons from 2024 to transform your customer relationships and boost retention in 2025. The post 8 Customer Experience Lessons That Will Transform Your Business in 2025 appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Customer Relationship CX Customer Loyalty 59

Zonka Feedback

JANUARY 9, 2025

Imagine this: Your product receives glowing NPS feedback, with a segment of customers rating you a 9 or 10. These are your Promotersthe most loyal and enthusiastic advocates for your brand. But heres the question: Do you stop there, or do you leverage this invaluable bucket of advocates to drive real business impact?

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Net Promoter Score NPS 52

C3Centricity

JANUARY 10, 2025

Here at C3Centricity, we publish books ( Winning Customer Centricity, The Winning Secrets Series ), articles, online courses and one of the most popular CPG blogs on customer centricity. That’s because we’re passionate about helping companies successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.

Sports 62

Sports Business Growth CX Actionable Insights 62

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.

Contact Center 52

Contact Center Finance Customer Satisfaction Technology 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

The DiJulius Group

JANUARY 9, 2025

The DiJulius Group Chief Revolution Officer John DiJulius talks with Leslie Shreve Founder and CEO Productive Day Workload Management and Productivity Expert, Creator of Taskology The Science of Getting Things Done Leslie shows executives how to increase efficiency and productivity by up to 300% in as little as 4 weeks, gain 1-2 hours back. Read Full Article The post 185: Getting Sh*t Done appeared first on The DiJulius Group.

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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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SurveySensum

JANUARY 6, 2025

Google Forms is one of the oldest and the simplest survey builders , and it is completely free. You can use it to create several types of forms to capture information like contact details, customer feedback, interests, etc. But it might be the time to look beyond Google Forms and search for Google Forms alternatives, why? Lets find out. Why Is It Time To Go Beyond Google Forms?

Sentiment Analysis 52

Sentiment Analysis Start-ups Outlook AI 52

Zonka Feedback

JANUARY 5, 2025

Peter just ordered a pizza from his favorite local restaurant, Heaven Pizzas & Snacks. As always, his order was delivered on time with intact packaging.

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Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Zonka Feedback

JANUARY 7, 2025

As we look back on 2024, its clear that the way businesses listen to and act on feedback has reached new heightsand weve been right there, leading the charge. With groundbreaking advancements in AI, smarter insights, seamless feedback collection across multiple channels, and more intuitive tools, Zonka Feedback has empowered businesses to connect with their customers like never before.

Innovation 52

Innovation AI Touchpoint Technology 52