ECXO
JANUARY 21, 2025
The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. I hope your holiday season was as refreshing and fun as mine and that youre kicking off 2025 feeling energized and ready to tackle whatever comes your way!
Adrian Swinscoe
JANUARY 20, 2025
This is a guest post bySatish Barot, Co-founder and CTO at Klearcom Lets face itcalling customer service is often a frustrating experience. Long wait times, endless [] The post How GenAI can transform call center IVR systems without losing the human touch first appeared on Adrian Swinscoe.
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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.
Intercom
JANUARY 20, 2025
In fintech , every customer interaction counts. When it comes to dealing with peoples savings, credit, and investments, trust is of paramount importance. The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.
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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.
Callminer
JANUARY 19, 2025
2024 was a banner year for AI adoption across contact center and CX teams. Read CallMiner's top predictions that will help organizations empower frontline employees and supercharge CX in 2025.
The DiJulius Group
JANUARY 19, 2025
While Many LA Landlords Price Gauge, Airbnb is offering free housing people who have lost their homes / How one company successfully rolled out its CX Initiative Across 40 Locations / Announcing our 2025 Livestream Workshop Series Landlords take advantages of LA Victims Los Angeles landlords are being accused of price gouging because the wildfires. Read Full Article The post Airbnb Offers Help/Rolling Out CX Initiative to 40 Locations/2025 Workshop Series appeared first on The DiJulius Group.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
SurveySensum
JANUARY 20, 2025
From social media reviews to survey responses, customer data is everywhere. But heres the real question: are you making the most of it? With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights.
DMG Consulting
JANUARY 19, 2025
Welcome to 2025! January 2025 2025 is positioned to be an especially AMAZING year for customer experience (CX), contact centers and service organizations as artificial intelligence (AI)-enabled technologies begin to deliver on their promises. The timing is ideal, as the need to fill the gap between customer expectations of a great CX and what most companies deliver has never been greater.
The DiJulius Group
JANUARY 22, 2025
About Dave Murray The DiJulius Groups Vice President of Consulting and co-author of The Employee Experience Revolution, Dave is a master at helping companies create real change thatsticks. He excels at communication and easily bridges the gap between your corporate leaders and front-line team members. His passion for building ideal environments can lead your team.
PeopleMetrics
JANUARY 21, 2025
Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.
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.
Doing CX Right
JANUARY 19, 2025
Struggling with unpredictable revenue? Learn strategies to strengthen customer relationships, adapt to change & achieve sustainable growth with Stacy Sherman and Aaron Ross. The post Predictable Revenue in Unpredictable Times: Strategies for CX Success appeared first on Doing CX Right.
Execs In The Know
JANUARY 24, 2025
In the world of luxury retail, delivering exceptional customer experiences isnt just a goal its the standard. But what does it take to consistently exceed that standard, especially in an era where technology evolves faster than customer expectations? For Michael Kors , its about striking the perfect balance between digital innovation and authentic human connection.
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.
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.
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.
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.
Execs In The Know
JANUARY 20, 2025
Customer expectations have evolved. Theyre no longer satisfied with good enough experiences. Today, they expect seamless interactions, personalized touchpoints, and human-centered service whether theyre scrolling through social media, chatting with a bot, or walking into your store. Every interaction is an opportunity to build loyalty or lose it. So, how do brands keep up?
CX Network
JANUARY 20, 2025
With nearly one in three customers viewing their energy provider as a leading brand, there is much to learn about how this critical industry uses omnichannel to
Gainsight
JANUARY 21, 2025
Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after year that they recognize the business value of CS by investing more resources and expanding CS team responsibilities. We surveyed companies across industries for the CS Index 2024 , and we noticed a few trends for EMEA that we think will dictate strategies in 2025 in the region.
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
eglobalis
JANUARY 20, 2025
The article was originally posted on Eglobalis.com/blog. You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.
Futurelab
JANUARY 24, 2025
#NoBullshitCX #20yearsFuturelab Read reviews like tales. I told you my restaurant horror story in the last weeks column: I was recommended a place but didnt get a good experience. But Stefan, told me someone who read the article, did you not check the reviews before you went?. As if that would help! Have you noticed how difficult it has become to truly understand the situation based on the reviews?
PeopleMetrics
JANUARY 24, 2025
In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. But they often are thought of as the same. CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support.
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.
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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.
Hodusoft
JANUARY 22, 2025
How Hodu PBX Software Eases MSP's Challenges In today’s time, starting a business is extremely easy but running it and making it successful is extremely difficult. Every business comes with its own share of challenges. For instance, Managed Services Providers (MSPs) face many unique challenges. However, every challenge is an opportunity to grow.
Lightico
JANUARY 21, 2025
Meeting regulatory requirements is non-negotiable for financial services organizations. From privacy notices to late payment reminders, disclosures and notifications by mail remains a key component in ensuring customers receive legally mandated disclosures and important account information on time. However, relying heavily on physical mail introduces financial and operational challengesespecially as the cost of stamps and postage continues to rise.
Experience Investigators
JANUARY 21, 2025
It’s time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive marke
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
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
SugarCRM
JANUARY 21, 2025
What we'll Cover: Solving the Hiring Skills Gap in Manufacturing, Wholesale and Distribution Despite a strong rebound in the manufacturing, wholesale, and distribution sectors, many companies are still experiencing headwinds as they retool their businesses for a data-driven future. They see a growing skills gap emerging, and sales organizations, in particular, are having a harder time finding and retaining workers with the right skills and sector-specific experience to excel on the job.
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