Wed.Jun 18, 2025

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The New Reality: What’s Pressuring Global CX Leaders Today?

CX Journey

A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership , including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address and build on because customer experience has often been viewed as a soft functional discipline, centered around surveys, journey maps, and service touchpoints.

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How I came around on the ROI of CX

Zeisler Consulting

One could say that I’ve been a bit schizophrenic about the idea of a Return On Investment for Customer Experience. I may be a bit more charitable to myself and say that I continue to evolve on “the ROI question.” One of the first things I ever did as a CX “thought leader” was a video for the CXPA imploring CX leaders to tie their endeavors and CX-based metrics directly to those of the overall enterprise.

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Top TikTok & YouTube Trends for Service-Oriented Brands

Very Best Service

Top TikTok & YouTube Trends for Service-Oriented Brands In the fast-paced world of digital content, TikTok and YouTube have emerged as dominant platforms for brands looking to connect with audiences. For service-oriented businesses, leveraging these platforms strategically can lead to higher engagement, brand loyalty, and customer trust. Let’s explore the top trends reshaping customer service in the digital landscape. 1.

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When Your Brand Promise and Customer Experience Don’t Align

Customer Think

A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them.

Brands 53
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The CX Guide to Organizational Buy-In

Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything.

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The Complete Playbook for Qualitative Data Analysis in 2025

SurveySensum

Do you struggle to analyze open-ended customer feedback ? Does it get even harder when there’s plenty of data to go through, and in different forms like surveys, reviews, interviews, etc? This is where qualitative data analysis (QDA) can help. It’s a strategic way of examining open-ended feedback that is often riddled with ambiguity, mixed sentiments, and difficult-to-understand language.

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How to Build a Workforce Management Plan

Calabrio

Workforce Management How to Build a Workforce Management Plan Jump ahead Key Takeaways What Is a Workforce Management Plan? The Benefits of Strategic Workforce Management Core Steps to Building Your Workforce Management Plan Implementing Your Workforce Management Plan Common Workforce Management Challenges and Solutions Closing Thoughts: Take Your Workforce Management to the Next Level with Calabrio Share Book a demo Let’s get started Contact center leaders know the familiar cycle all too well:

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The Primacy of Me

Customer Think

Three out of four people say what they value most has fundamentally changed in the past five years. This isn’t a trend. It’s a rewiring of consumer behaviour. And it means that your experience strategy may be stuck in an outdated operating system.

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Customer Segmentation Analysis: A Strategic Guide for Marketers

Brandwatch CX

Discover effective strategies for customer segmentation analysis to boost your marketing impact. Enhance your campaigns – read the article now.

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The Executive’s Playbook: Aligning Customer Experience Value with No-Code Innovation

Customer Think

In a world where expectations are measured in moments, customer experience (CX) has become the battleground for competitive advantage. Yet despite billions invested in CX strategies, many organizations still struggle to deliver experiences that truly align with customer needs -and, more importantly, to translate those experiences into measurable business value.

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5 Ways You Can Win Faster with Gen AI in Sales

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

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Modern Loyalty Requires A Diversified Approach To Engagement

Forrester's Customer Insights

This blog explores how programmatic loyalty is a spectrum that shifts from traditional loyalty strategies to a modern approach that focuses on offering a diversified loyalty engagement strategy.

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Reimagining the Buyer’s Journey with Customer-Centric AI and Human Connection

Customer Think

When today’s buyers initiate contact with a company through its website, they’re expressing interest and opening the door to a conversation. For Readymode, a leader in predictive dialing software, that moment of first contact became the spark for a complete reinvention of their sales and customer experience.

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Redefine How You Measure Digital Experiences At CX Summit APAC

Forrester's Customer Insights

Mature firms relentlessly connect digital experience (DX) metrics to business and customer outcomes. More importantly, they follow a disciplined methodology to ensure that they are tracking the right DX metrics that lead to meaningful customer and business impacts.

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The future of CX and agentic CX – Interview with Sid Banerjee of Medallia

Customer Think

Podcast Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge.

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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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From Gen Z to Baby Boomers: How Do Different Generations Talk About Food?

Brandwatch CX

Discover what real-time social data reveals about how each generation talks about food – and what brands need to know to keep up.

Brands 52
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Designing Intelligent CX: A Practical Roadmap for Agentic AI Deployment

Customer Think

Please enable cookies. Sorry, you have been blocked You are unable to access customerthink.com Why have I been blocked? This website is using a security service to protect itself from online attacks. The action you just performed triggered the security solution. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data.

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Identiverse 2025 Recap: The Identity Trends Reshaping Your IAM Roadmap

Forrester's Customer Insights

I recently attended Identiverse in Las Vegas. This was my first time back at Identiverse since conference founder Ping Identity sold the conference in 2021. As identity related initiatives continue to dominate Forrester’s clients’ top priorities and initiatives, I felt impelled to share my perspectives and insights.

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Support Teams Don’t Need More Tools – They Need a Knowledge Strategy

Customer Think

Every week, your support team solves dozens of issues that have already been solved before. But instead of knowledge building up it vanishes into Slack, Teams messages, shoulder taps, or one-off tickets. “We already have a knowledge base.” This is a common response I hear when I ask support leaders about their knowledge strategy.

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10 Ways to Leverage Buyer Signals and Drive Revenue

In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.

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How To Get Retrieval-Augmented Generation (RAG) Right?

Forrester's Customer Insights

As Artificial Intelligence (AI) continues to redefine the way organizations think and work, retrieval-augmented generation (RAG) is a pivotal tool for enterprise adoption of generative and agentic AI. It enhances AI models by providing authoritative knowledge at inference time.

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How a Self-Service Customer Portal Can Supercharge Your E-Commerce Sales

Customer Think

Imagine walking into a store where every product is perfectly tailored to your taste, every question is answered before you even ask, and every problem is solved with a few clicks. Sounds like a perfect shopping experience, right? You can provide this experience to your customers with a self-service customer portal.

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Key Takeaways From Cisco Live 2025: Cisco’s Big Bets For Unified Security And AI

Forrester's Customer Insights

Cisco Live 2025 Focused On Three Main Themes: AI, Simplification, And Security At its annual Cisco Live event, the company delivered a clear message: It’s operationalizing AI across the core pillars of networking, security, and observability.

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How to Keep AI from Killing Your Company

Customer Think

Every day, there are dozens of articles on LinkedIn about how to make your company an “AI-First” company. They are sadly similar; you only have to read one to understand the basic concepts. And the articles always end with the doomsday message: “If you don’t do this, you’re toast.” We all know that.

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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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Announcing The Forrester Wave™: Cyber Risk Quantification Solutions, Q2 2025

Forrester's Customer Insights

Cyber risk quantification (CRQ) solutions are on a mission to transform security and risk operations. The goal: a future where risk is measurable, actionable, and tightly integrated into business strategy.

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