Sat.Apr 12, 2025 - Fri.Apr 18, 2025

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Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns

Adrian Swinscoe

For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator. As a result, you will [] The post Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns first appeared on Adrian Swinscoe.

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Customer Feedback Made Easy: The Ultimate CRM Survey Guide

SurveySensum

Your CRM is smart. But is it futuristic? It knows your customers names, emails, and past purchases. But does it know what they actually want? Whats frustrating them? What will make them hit buy instead of bouncing to your competitor? Thats where CRM surveys come in. Consider them as a straight line into the opinions of your consumers. The result? Smarter marketing, better sales, and a customer experience that keeps people coming back.

CRM 52
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Manage Telecom Call Volume with Smart Call Routing

Hodusoft

Manage Telecom Call Volume with Smart Call Routing “Intelligent routing is the driver for survivability.” This is an excerpt from the book ‘Telecom Extreme Transformation: The Road to a Digital Service Provider.’ The book, which was published in 2021, is acclaimed as a survival guide for contemporary telecom service providers.

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How to Lead Customers with Empathy and Clarity During Unstable Times

Experience Investigators

The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes. The past few weeks have been a whirlwind. Tariffs, market swings, shifting economic signalsevery day seems to bring a new plot twist.

CX 52
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From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

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Your Customers Don’t See Silos, They See an Experience—Now Learning Can Happen Everywhere with Gainsight & Skilljar

Gainsight

Theres something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. They experience your company aswell, your company (and product) as one journey.

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Introducing the Comm100 AI Copilot for Customer Support Agents

Comm100

Customer support teams are under more pressure than ever. Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.

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CX can no longer afford to guess: It’s time to connect the financial dots

RateMyService

The era of gut-feel customer experience (CX) is over. There is increased pressure on teams to deliver better CX. Emerging technologies like AI offer hope, but without the ability to connect efforts to business value, even the most promising tools wont savethem. Background In collaboration with the Institute of Customer Experience, Kenya , we gathered insights from 200+ CX professionals between February and March 2025, through our experience management platform.

CX 52
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How to Calculate NPS in Excel (with Free Template)

SurveySensum

Are your customers truly happy and satisfied with your brand? Understanding and measuring customer satisfaction and loyalty is very crucial, yet many businesses struggle to do that. Thats where NPS ( Net Promoter Score ) can be your closest ally. By categorizing customers into promoters, passives, and detractors, you will get a clear picture of your customer sentiments.

NPS 52
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Introducing AI Insights: Actionable Intelligence at Your Fingertips

Comm100

Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends. Comm100s AI Agent and AI Copilot already help support teams automate conversations and boost productivity.

AI 52
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AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI

Doing CX Right

AI voice agents are already on the front lines of customer experience translating, troubleshooting, and learning from every call. But here's the twist: the real ROI isnt in automation. Its in how you design the experience. Stacy Sherman and Richard Lin reveal the high-stakes decisions that turn voice AI from a cost-saver into a brand-builder. The post AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI appeared first on Doing CX Right.

AI 52
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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

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17 Alternatives To Qualtrics: Key Features & Use Cases Compared

InteractionMetrics

Qualtrics is the industry standard for customer experience surveys. But that doesnt mean its the right fit for everyone. If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. But for most companies? It might be too expensive, clunky, or bloated with features youll never use. The interface is dense, the support may not be as responsive as you need, and the learning curve is steep.

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10 Best Product Feedback Tools to look for in 2025

SurveySensum

Did you know each year more than 30,000 new consumer products are launched and 95% of them fail – Harvard Business School No one wants to be in that 95% category, right? But how to avoid it? How to create a successful product that fits the market needs, resolves customer challenges, and also has a competitive edge? A Product Feedback Tool is an answer.

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The Comm100 AI Agent: Advanced AI to Empower Support Teams

Comm100

We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients.

AI 52
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How One Deli Earnes 100 Years of Customer Loyalty

Doing CX Right

Want to earn lasting customer loyalty? Learn how one deli does it for 100 years and what you can do too. (No AI needed.) The post How One Deli Earnes 100 Years of Customer Loyalty appeared first on Doing CX Right.

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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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The Hidden Revenue Engine: Why CROs Can’t Afford to Overlook Customer Success

Gainsight

Things that are often hidden: Secret menu items at restaurants, messages in a long-lost group chat, andmost overlooked of allthe revenue sitting inside your Customer Success (CS) team. The value of CS has quietly evolvedand the evidence is everywhere. From the technology that Customer Success Managers (CSMs) use to improve the customer experience to the ways companies are reorganizing post-sales efforts, its clear that CS is no longer just about keeping customers happy.

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Become a Certified CSM with The Success League!

The Success League

Ready to level up your career in Customer Success? Join our CSM Certification Program a dynamic, expert-led course designed to give you the skills, strategies, and confidence to thrive as a Customer Success professional. Live. Online. Expert-Led. Weekly sessions with experienced instructors Real-world tools and practical frameworks Connect and grow with a cohort of CS professionals Work toward your certification and stand out in the CS field!

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5 Signs workforce management is hurting CX

CX Network

Learn about how poor workforce management can damage customer experience or CX

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Why People-First Security Matters (No Matter Where You Work)

Help Scout

A solid technical implementation is necessary for security, but tools alone do not make a good security program. Learn how we take a people-first approach to security to keep data safe at Help Scout.

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Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows

Speaker: Joe Wroblewski, Senior Sales Engineer

Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!

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How to use real-time translation to chat with customers

Provide Support

Real-time translation in chats helps to increase sales, win new customers globally and save costs on multiligual customer service.

Sales 52
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Inside the AI Use Cases Delivering Real CX Results

Execs In The Know

Lets be honest. When it comes to artificial intelligence (AI), theres been no shortage of bold claims. Headlines, boardroom conversations, vendor pitches. Everyones talking. But for customer experience (CX) leaders trying to move the needle, the real question isnt what AI can do. Itsabout making it work in your organization. Thats exactly what our upcoming virtual event, Practical, Real-World Application: Rapid-Fire AI Use Cases for Customer Experience , is built around.

AI 52
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The Ultimate VoC Checklist for 2025 (In the Age of AI)

PeopleMetrics

Over the past three months, Ive written 41 blog posts each revisiting a lesson from my book Listen or Die (along with the conclusion) through the lens of whats changed (and what hasnt) in the age of AI. What emerged is a modern roadmap for any company looking to build or evolve their Voice of Customer (VoC) program today. This is the ultimate checklist based on that work combining timeless VoC fundamentals with the incredible new possibilities AI brings to the table.

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Amplifying Employee Voices Through Content

Help Scout

Telling the Help Scout story is a big responsibility. Learn how (and why) we're working to amplify more employee voices in our content.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

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.

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Strategic Value Creation in B2B: Building Long-Term Partnerships, Trust, and Innovation in Tech, Telecom, Contact Centers, and Manufacturing – Part 2 of 3

eglobalis

Part II: Building Strategic Value Through Trust, Flexibility, and Innovation [link] Introduction: When Core Value Isnt Enough In Part I of this series, we explored the foundational pillars of B2B value creationdimensions like risk mitigation, customer experience, cost reduction , and operational efficiency. These remain essential. However, in many industriesparticularly tech, telecom, high-tech manufacturing, and B2B services foundational capabilities no longer guarantee differentiation.

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The HX Leader – Shifting from Control to Influence

ECXO

The HX Leader Shifting from Control to Influence Why the future of leadership starts within Catching Up: The HX Revolution in Motion If this is your first stop on the HX Revolution train, welcome aboard! Heres what weve unpacked so far: Article 1 ( Welcome to the HX Revolution The Future of Business Transformation Starts Here ) : We made the bold claim that business transformation fails without Human Experience (HX) at the center.

Start-ups 156
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Reflections on Revisiting Listen or Die in the Age of AI

PeopleMetrics

Over the past three months, Ive written 44 blog posts. Each one revisited a lesson from my book Listen or Die but this time through the lens of AI. When I wrote Listen or Die back in 2017, AI was on my radar when it came to VoC, but it felt out there. Fast forward to today and AI is everywhere. AI isnt just changing VoC its transforming it. Its impacting how we collect feedback, how we analyze it, how we close the loop, and soon how every VoC user interacts with their platform every single day

AI 62
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Inside Learn Something Days: The Help Scout Support Team

Help Scout

Learn how our support team uses their time away from the queue for professional development and get some inspiration for implementing a Learn Something program of your own.

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From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

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Starting a resolution revolution – Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk

Adrian Swinscoe

Todays podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Ghler, which took place at Zendesks recent Relate event, which took [] The post Starting a resolution revolution Interview with Tom Eggemeier, Adrian McDermott and Matthias Ghler of Zendesk first appeared on Adrian Swinscoe.

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APRIL FOOLS!

Futurelab

#NoBullshitCX 5 times a joke from a brand led to a great customer insights. I usually write about our own client stories, but this time I got inspired by the April Fools jokes going around. So here are my top 5 times brands did something funny – but then it turned out to be useful customer insight: 1 In 2021, LEGO teased an AI tool that could help you locate the exact brick you need from your collection.

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200: Indicators of Failing Customer Service: What CEOs Get Wrong

The DiJulius Group

200: Indicators of Failing Customer Service: What CEOs Get Wrong When Navigating Customer Service Challenges in a Weak Economy Summary In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect.

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Now Live: The April Issue of CX Insight Magazine

Execs In The Know

The future of customer experience (CX) isnt arriving in sweeping, futuristic waves. Its showing up in the quiet moments where strategy, empathy, and infrastructure either align or fracture. We explore those pressure points in the April issue of CX Insight magazine. This quarterly edition unpacks why modernization is no longer optional, how automation, when overdone, can chip away at loyalty, and what it looks like to design for trust in an era defined by privacy scrutiny.

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Case Study: Key Insights on Wait Times and Customer Service

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.