eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. In enterprise contexts with multiple stakeholders per account, a single survey often fails to capture the true sentiment of all decision-makers.

B2B 280

B2B Multi-Channel 2025 Feedback 280

InMoment XI

MAY 14, 2025

The AERs Customer Engagement Toolkit is pushing energy providers to change how they engage with customers. Heres what it meansand how your brand can benefit. Are we doing enough to build trust with our customers? What does meaningful engagement actually look like? Where do we start without overwhelming our teams? If youre a CX leader in the energy sector, these questions probably feel familiar.

Brands 195

Brands Feedback Customer Engagement Engagement 195

CX Journey

MAY 14, 2025

As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.

Leadership 100

Leadership Customer Centricity Culture Technology 100

Thematic

MAY 5, 2025

Imagine you're a business leader swimming in data—customer feedback comments, web analytics, sales figures, support tickets—raw data everywhere, but actionable insights are hard to come by. Many organizations today know data-driven decision making in theory, yet in practice their legacy systems can’t keep up with the speed and complexity needed for great customer experience.

Government 62

Government Feedback Insights Healthcare 62

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

2025

ShepHyken

MAY 5, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs? What role does employee engagement play in enhancing the customer experience? How can schools empower students to achieve their future goals, both academically and in sports?

Net Promoter Score 74

Net Promoter Score Customer Experience Sports NPS 74

CSM Magazine

MAY 14, 2025

Digital transformation in customer service represents a fundamental reimagining of how organisations interact with their customers through the strategic application of digital technologies. Today’s customers expect seamless, personalised, and immediate service across multiple channelsa far cry from the phone-only support desks of yesteryear. These heightened expectations have created both challenges and opportunities for businesses across every sector.

Customer Service 52

Customer Service Competitive Advantage Net Promoter Score Touchpoint 52

CX Journey

MAY 7, 2025

Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used?

Employee Experience 81

Employee Experience Culture Books Customers 81

Thematic

MAY 13, 2025

The Challenge: Hearing Our Customers Through the Noise When we rebuilt our Voice of Customer (VoC) program at Mitre 10 five years ago, we thought we had it all figured out. We'd implemented comprehensive retail and trade feedback systems, built-in closed-loop feedback processes, and aligned everything with our new brand promise: "With You All the Way." But something was still missing.

Voice of Customer 62

Voice of Customer NPS B2B Retail 62

BirdEye

MAY 14, 2025

Your Google hotel review page is often the first thing customers search for to scan star ratings, scroll through guest reviews, and glance at photos and room amenities. What your satisfied guests say on that page can determine whether someone books with you or moves on to a competitor. If your property has too few good reviews, outdated feedback, or vague guest comments, it doesnt matter how beautiful your rooms are or how competitive your rates lookyour listing will likely get skipped.

Hotels 52

Hotels Books Travel Guest Experience 52

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Blueshift

MAY 14, 2025

If you’re looking for Klaviyo alternatives because you feel like you’ve hit a ceiling with what it can offer, you’re not alone. Klaviyo has established itself as a robust email marketing platform, offering features like advanced segmentation, automation workflows, and seamless e-commerce integrations. These capabilities have made it a popular choice for many businesses aiming to enhance their email marketing strategies.

E Commerce 59

E Commerce Marketing E-support Touchpoint 59

CSM Magazine

MAY 14, 2025

Customer service is no longer plainly about solving problemsits about creating experiences people remember. In 2025, customers expect faster responses, smoother journeys, and a personal touch, whether chatting with a bot or speaking to a real person. To keep up, companies are turning to industry leaders and experts, setting the tone for what great service looks like today.

2025 52

2025 Customer Service Hospitality Omnichannel 52

PeopleMetrics

MAY 15, 2025

When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.

Marketing 62

Marketing Events Feedback NPS 62

Thematic

MAY 7, 2025

Investing in customer experience (CX) initiatives pays off—research shows a $1B company can gain an extra $700M in revenue within 3 years by improving CX. The challenge is knowing where to invest for maximum impact. Enter thematic analysis —analyze customer feedback for recurring patterns and urgent concerns. When you analyze customer feedback at scale, CX teams can uncover what matters most—what’s working, what’s not, and where the biggest opportunities lie.

Feedback 62

Feedback Loyalty Programs Touchpoint Loyalty 62

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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.

Voice of Customer

Maru Group

MAY 8, 2025

Customer expectations have changed when it comes to home deliveries, and smart brands are delivering more to cater for the increasingly complex logistics in their customers lives. Half of UK consumers say that real-time, accurate delivery updates are more important to them now than before the pandemic, and perhaps surprisingly this is significantly higher amongst those with a hybrid working arrangement.

Retail 52

Retail Books Consumers Omnichannel 52

Customer Think

MAY 17, 2025

Empowers brands to attract customers with promotions and continuously improving loyalty program's performance.

Loyalty Programs 72

Loyalty Programs Loyalty Brands Customers 72

CSM Magazine

MAY 17, 2025

The conclusion of a customer service interaction is just as important as its beginning. While initial greetings set the tone, the way you end the conversation determines how the customer feels about the overall experience. And as we all know, customer experiences matter. In fact, three in four consumers will spend more with businesses that provide a good customer experience.

Customer Service 52

Customer Service Exceptional Customer Service Loyalty Interaction 52

Comm100

MAY 7, 2025

The best support agents in any organization are easily recognizable; they remain calm under pressure, are lightning-fast with their answers, and are extremely detail-oriented. Now imagine giving every agent on the team the same superpowers. Thats the promise of AI Copilots. Theyre not here to replace your team; theyre here to amplify their impact. From surfacing the right information at the right time to rewriting responses with perfect tone and clarity, AI Copilots work behind the scenes to rem

Customer Service 52

Customer Service ROI Demo Customers 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Thematic

MAY 13, 2025

When you read through customer feedback, you can often tell if the tone is positive or negative. But how do you quantify those feelings across thousands of comments? Answer: sentiment score Derived from sentiment analysis of customer feedback, a sentiment score gives CX and Voice of Customer (VoC) professionals a quick, quantifiable measure of customer emotion.

NPS 62

NPS Net Promoter Score Metrics Feedback 62

The DiJulius Group

MAY 8, 2025

Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of. Read Full Article The post The Most Effective Ways to Train Gen Z on Customer Service appeared first on The DiJulius Group.

Customer Service 80

Customer Service Article Consumers Customers 80

ChurnZero

MAY 16, 2025

It’s the ultimate technology dilemma for customer teams and the execs who control budgets: should you buy or build your customer success platform? When presenting a business case for a customer success platform, you can expect this to be the primary objection of a CEO or CFO: can we build this in our CRM instead of buying a new tool? Should you use the tools you already have to build something that will kind ofget you what youre looking for, or should you buy a tool developed for that spec

Customer Success 52

Customer Success Financial Customers Insights 52

CSM Magazine

MAY 14, 2025

In the fast-paced world of online slots, where players spin reels from every corner of the globe, exceptional customer service stands as a cornerstone of success. Why customer service matters cannot be overstatedit shapes the player experience, fosters trust, and drives business growth for online casinos. Unlike traditional casinos, where face-to-face interactions build rapport, online platforms rely on responsive, empathetic support to create a welcoming environment.

Customer Service 52

Customer Service Exceptional Customer Service Loyalty Entertainment 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

PeopleMetrics

MAY 13, 2025

The recent indictment of Op4G and Slice confirmed what many of us already suspected: The traditional online panel model is under strain and bad actors have been taking advantage of it for years. Whats next isnt just fraud detection. Its a complete rethinking of how high-quality research participants are sourced. Thats where Custom Research Panels come in.

Marketing 62

Marketing Financial Events Culture 62

Calabrio

MAY 8, 2025

Digital Transformation Cloud vs. On-Premise Contact Centers: Which Model Will Drive Your Business Forward? Jump ahead Understanding the Fundamentals: Defining On-Premise and Cloud Contact Centers The Core Comparison: Cloud vs. On-Premise Contact Center Solutions Deep Dive: The Overwhelming Benefits of Cloud Contact Centers Meeting Skyrocketing Customer Expectations: The (Cloud) Omnichannel Imperative Addressing the Challenges of On-Premise Contact Center Solutions Making the Switch: Migrating fr

Contact Center 52

Contact Center 2025 Call Center Omnichannel 52

Customer Think

MAY 17, 2025

AI-powered interactions are becoming more human-like, and businesses are embracing emotionally intelligent AI to enhance customer experience, powering what is projected to become a $13.8 billion market by 2032.

Consumers 45

Consumers Interaction Marketing Customer Experience 45

ChurnZero

MAY 8, 2025

Sarah Kiley is chief sales officer at ChurnZero. With growth rates slowing and investors demanding profitability and efficiency, its no surprise that companies are being judged not only by how fast they grow, but even more critically by how well they retain. This is why gross revenue retention (GRR) is a top metric for SaaS boards in 2025. In fact, GRR isnt just a metricits a multiplier.

2025 59

2025 Webinar Customers NPS 59

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

2025