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AI-Driven Customer Service Demands Humanized CX

TechSee

At launch, chatbots made a huge splash. They handled FAQs and quick questions, giving us a taste of automated CX and support. But in today’s world, your customers expect more. They want to feel seen , heard , and valued —and they want more than just answers; they want solutions. This is where AI-driven customer service experiences truly stand out.

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Today’s QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

Bill Quiseng

English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

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Making Your Company AI-Ready with Simon Kriss

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI simplify the process of delivering a seamless customer experience? How can AI enhance customer service while balancing technology and human interaction? What is the impact of AI on customer service jobs? How can customer support roles evolve with AI?

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Optimove Insights: 2025 Consumer Marketing Fatigue Report

Optimove

Conquer Marketing Fatigue: Master Smart, Personalized Engagement to Keep Customers Hooked The 2025 Optimove Insights Marketing Fatigue Report uncovers why excessive, irrelevant, or poorly timed messaging drives customers away, with 70% unsubscribing in just three months. Learn how personalization, relevance, and AI-driven strategies can help you avoid fatigue, boost engagement, and build loyalty.

2025 76
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Signal-Based Selling: How to Leverage 4 Key Buying Signals

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

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Lesson #13 Revisited: Show Me the ROI—How AI is Making the Business Case for VoC Even Stronger

PeopleMetrics

If you want leadership to invest in VoC, theres only one surefire way to get their attention: show them the money. When I wrote Listen or Die in 2017, I made it clear that proving ROI is the fastest way to gain executive buy-in for VoC. The best way to do this? Demonstrate how improving customer experience impacts business outcomes like reducing churn, increasing revenue, and strengthening brand loyalty.

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Six Game-Changing AI Customer Service and CX Strategies

ShepHyken

AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyones racing to implement AI, many are missing the most important part keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the

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What is customer sentiment analysis and why should your business care?

Thematic

If you are curious about how you'll get to know what your customers truly feel, you need customer sentiment analysis. It’s the process of analyzing feedback to see if customer sentiment is positive, negative, or neutral and, more importantly, why they feel that way. “People will forget what you said, people will forget what you did, but people will never forget how you made them feel”   Maya Angelou’s famous quote perfectly captures why businesses must under

Sports 62
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60% of Super Bowl Bettors Should Be Ignored by Sportsbooks 

Optimove

See the difference control groups make in this guide Download Now Optimove Insights’ analysis of over 1.28 billion NFL bets from more than 9 million bettors during the 20242025 season shows that 3% of players generate 82% of the revenue for sportsbooks for big events like the Super Bowl. Conversely, 60% of bettors contribute only 1% of revenue, while the remaining 37% account for 17% of revenue.

Sports 64
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Lesson #12 Revisited: Leadership Buy-In is the Lifeblood of VoC—AI Won’t Change That

PeopleMetrics

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.

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2024 State of Customer Education Report

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.

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Quiet Quitting and Its Impact on Customer Service: What Leaders Should Know

CSM Magazine

Quiet quitting has become a hot topic in the workplace over the last few years. And for good reason. According to a survey by Gallup : At least 50% of the U.S. workforce are considered quiet quitters, with some estimates suggesting the number could be higher. Only 32% of U.S. workers are actively engaged in their jobs, while 18% are actively disengaged.

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Top 5 Customer Service & CX Articles for Week of February 10, 2025

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially.

2025 73
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Why Text Analytics Matters: Unlocking Insights for Modern Businesses

Thematic

Running a business in this economy means you need all the help you can get, and that includes help when analyzing customer behavior and preferences. To do this, most business owners make the mistake of diving headfirst into an ocean of unstructured text data—customer feedback, survey responses, social media mentions, e-mail correspondences, etc.

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Insight, Innovation and Inclusive Leadership: The New Business Success Formula

C3Centricity

Organisations are facing unprecedented challenges in remaining competitive and maintaining business success in 2025. The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Let’s explore why this powerful trinity is more relevant than ever in 2025 and how you can leverage it to grow your business.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Built for Complexity: How Interactions IVA Rises to Insurance Challenges

Interactions

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance tha

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How Small Businesses Can Use Personalized Merchandise to Build Customer Loyalty

CSM Magazine

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers. Heres how small businesses can leverage personalized merchandise to boost loyaltyand why it works.

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Five CX Performance Elements that Turn Your Customers Off 

Daniel Group

Every interaction your customers have with your business leaves an impressionsome positive, some negative. While great customer experiences build loyalty and trust, inevitable missteps can quickly turn customers away. Understanding what frustrates your customers and addressing those pain points is key to improving your customer experience (CX). Based on over 20 years of analyzing customer feedback, we’ve identified five specific CX performance elements that consistently drive dissatisfacti

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5 practical use cases of customer sentiment analysis for NPS

Thematic

In our article about why customer sentiment analysis matters , we introduced you to Maya Angelou's famous quote: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” We even gave you PwC's findings that 32% of customers would stop doing business with a brand they love after just one bad experience.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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Student Support 2.0: The Playbook for a Frictionless University Experience

Comm100

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life. Thats the reality in many universities today.

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Industries Excelling in Social Customer Service

Very Best Service

In today's digital age, social media has become a pivotal platform for customer engagement and support. Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty. This article delves into industries particularly well-suited for social customer service, exploring the reasons behind their success and highlighting best practices that set the standard.

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From Discovery to Delivery: Here’s a Proven Methodology to CX Success

CSM Magazine

Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone. In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a proven roadmap to results.

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What the Apple TV Series, Severance, Teaches Us About Hidden Data

Optimove

See the difference control groups make in this guide Download Now Why it matters: Understanding hidden data is key to unlocking insights that drive smarter, proactive strategies. Just as the Macrodata Refinement team in Severance detects anomalies to reveal underlying trends, marketers can mine customer data to anticipate needs and personalize interactions.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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QuestionPro vs Qualtrics: Which CX Tool Is Right For You?

SurveySensum

Qualtrics and QuestionPro are both popular CX tools in the current market. But are they living up to your expectations? Are they helping you meet your CX goals? Lets compare these two CX tools, and break down their pros, cons, key features, and pricing to help you determine which platform is the right fit for your feedback management strategy – without exceeding your budget.

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AI Needs Context for Great CX. Customer Journeys are the Solution

inQuba

The end of 2024 is upon us. In our home market, the December period is a time for end of year holidays. Business shuts down and we head towards the coast or mountains to enjoy a break and welcome the new year. This year will be remembered as a year of massive developments in AI. In particular, LLMs and generative AI have stood out as incredible new technologies that truly have become mainstream.

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21 surefire tips to boost your restaurant social media marketing efforts

BirdEye

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Whether its sharing your signature dishes, showcasing a buzzing weekend vibe, or answering real-time questions, social media has become the go-to way diners engage with restaurants.

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A Step-by-Step Guide to Setting Up Call Tracking for Your Business

CSM Magazine

Call tracking can be a game-changer for businesses that want to better understand their customers, optimize marketing strategies, and improve their bottom line. But how do you set up call tracking effectively? This guide will walk you through the process step-by-step, so you can start making data-driven decisions for your business. Why Call Tracking Matters Before jumping into the setup, let’s briefly highlight why call tracking is essential for many businesses: Measuring Marketing ROI: Ca

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Activating Intent Data for Sales and Marketing

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.