CSM Magazine

APRIL 10, 2025

By automating interactions with natural, human-like conversations, businesses can not only save time but also enhance the overall customer experience. Here, well explore how conversational AI works, its benefits, and steps to get started. What is Conversational AI? Conversational AI refers to technology (like AI-powered chatbots) that enables automated communication, mimicking human interactions through text or voice.

E Commerce 52

E Commerce E-support Books Healthcare 52

Think Customers

APRIL 10, 2025

Posted as part of a partnership with the European Customer Experience Organization (ECXO) and Ricardo Saltz Gulko. Read full version here: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction?

Multi-Channel 52

Multi-Channel Call Center Touchpoint Customer Satisfaction 52

BirdEye

APRIL 10, 2025

Online reviews are critical to any business strategy in today’s digital world. Whether you’re running a local caf in Melbourne or managing a product or service brand, building a strong presence on Google can significantly boost your trust, visibility, and credibility in the Australian market. But not all reviews are created equal. While some businesses may be tempted to take shortcutslike buying fake feedbackthese tactics can lead to serious legal and reputational consequences.

Feedback 52

Feedback Consumers Demo Social Media 52

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

CSM Magazine

APRIL 10, 2025

Two industry leaders, 3CLogic and Glidefast Consulting , have joined forces to deliver a powerful, integrated solution that bridges the gap between digital workflows and human interactions on ServiceNow. This expanded partnership builds on their shared vision of transforming customer engagement through advanced Contact Center-as-a-Service (CCaaS) and CRM solutions tailor-made for the ServiceNow ecosystem.

Contact Center 59

Contact Center Consulting Innovation Interaction 59

BirdEye

APRIL 10, 2025

If youve ever Googled how to get more followers on TikTok , you already know how overwhelming the advice can be. From trendy sound clips to endless hashtag hacks, its hard to know what worksespecially when the TikTok algorithm keeps evolving. For TikTok userswhether youre an independent creator or a growing brandthe path to follower growth isnt about chasing virality.

Social Media 52

Social Media 2025 Brands Engagement 52

CSM Magazine

APRIL 10, 2025

LuLu Hypermarket has added another illustrious accolade to its name by earning a spot in the Top 10 Brands 2024 at the prestigious Service Hero Customer Satisfaction Index Awards. This achievement serves as a testament to LuLus unwavering commitment to delivering outstanding customer service and exceeding shopper expectations across every touchpoint.

Brands 52

Brands 2010 2024 Retail 52

Optimove

APRIL 10, 2025

Managing Customer Data: CDP vs CRM Understanding the tools that manage and activate customer data is crucial for marketers. Two of the most talked-about platforms in this space are the Customer Data Platform (CDP) and Customer Relationship Management (CRM) system. While both help brands manage customer data, they serve distinct functions. Lets break down the difference between a CDP and CRM , how they work together, and where Optimove fits into the conversation.

Download 52

Download Customer Journey Customer Relationship Management Sales 52

BirdEye

APRIL 10, 2025

Dentist reviews in the UK arent just casual testimonialstheyre the first checkpoint for patients deciding who’s the most reliable and best for their treatments. When the average appointment wait time stretches into weeks, and private dental practices charge a premium, most patients want to be extra sure theyre making the right choice. So, they turn to reviews to read what others experienced.

Feedback 52

Feedback Healthcare Multi-Channel Demo 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

CSM Magazine

APRIL 10, 2025

Guadalajara International Airport (GDL), Mexico, has earned the prestigious 2024 Airport Experience Award in the “Airport Service Quality” (ASQ) category from Airports Council International (ACI). A Commitment to Excellence The ASQ program, recognized as the worlds leading airport passenger satisfaction initiative, evaluates more than 400 airports in 110 countries.

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2026 Customer Service 2024 Travel 52

BirdEye

APRIL 10, 2025

Doctor reviews in Australia are becoming increasingly important in the healthcare decision-making process. With the rise of online platforms where patients can rate their doctors, more people are using these insights to assess healthcare providers before making appointments. The Australian Medical Association (AMA) considers doctor reviews essential for preserving the integrity of the healthcare system and enhancing patient care.

Healthcare 52

Healthcare Advertising Feedback Demo 52

Forrester's Customer Insights

APRIL 10, 2025

When discussing digital transformation and innovation with clients in the banking and financial services (FS) sector, identity verification (IDV) often tops their agenda. A seamless digital onboarding experience is crucial, and it can determine whether a customer proceeds with or abandons a new banking relationship.

Banking 26

Banking Financial Innovation Customers 26

Think Customers

APRIL 10, 2025

Businesses across every vertical from retail to banking, healthcare to high tech and travel might want to take a cue from fraudsters. In a word: Data. Scammers have been very successful at account takeovers (up 56%) and chargebacks (up 78%) in the past year, thanks to the robust data sets they are exploiting. Business would do well to step up their game and expand how they source and mine data, according to two experts sharing fraud mitigation insights and strategies on the LinkedIn Live webin

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Webinar Travel Healthcare Banking 52

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

Forrester's Customer Insights

APRIL 10, 2025

When employees are engaged, a better customer experience follows. Learn about two core elements for building an EX-to-CX strategy.

Connections 26

Connections Engagement Customer Experience Customers 26

BirdEye

APRIL 10, 2025

Real estate reviews in Australia have shifted from being a nice-to-have to a must-have for businesses looking to thrive. However, the real challenge lies in ensuring that these reviews truly reflect the quality of your service. With countless review platforms offering feedback ecosystems, knowing which ones can be relied on is tough. Maybe youve come across Google reviews for real estate agents that feel too good to be true or received negative feedback that doesnt match the service you delivere

Feedback 52

Feedback Communication Marketing Management 52

Forrester's Customer Insights

APRIL 10, 2025

Doubling down on customer insights, leaning into stability where it exists, and staying empathetic and adaptable will help B2B leaders stay on course.

B2B 29

B2B Customer Insights Insights Customers 29

InteractionMetrics

APRIL 10, 2025

A lot of businesses collect customer feedbackbut do they turn it into real insight, or just a stack of random data? An even bigger question: do they actually know which types of customer satisfaction surveys best match their goals? When most people talk about different survey types, they focus on delivery formats: online surveys, phone surveys, mail surveys, or paper forms.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Feedback Metrics 40

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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

Forrester's Customer Insights

APRIL 10, 2025

Read highlights from B2B Summit Become the Ultimate Campaign Tycoon workshop conducted at Forresters B2B Summit in Phoenix on April 1st.

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Workshop B2B Marketing 26

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. But AI is changing that in exciting ways! Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.

NPS 62

NPS Feedback Metrics Innovation 62

Opinionator

APRIL 10, 2025

Why Your Hospital Is Flying Blind on Food Feedback Your hospital food might be causing problems you don’t even know about. Think traditional patient feedback works? Think again. Paper surveys and old methods missup to 80%of crucialhospital food reviewsand complaints. This means unhappy patients, missed chances to improve, and potential impacts on recovery.

Hospitality 52

Hospitality Feedback Blog 52

Forrester's Customer Insights

APRIL 10, 2025

Forrester recently published our latest wave of BI research: The Forrester Wave: Business Intelligence Platforms, Q2 2025. There are two important takeaways from the research that are contrary to the media narrative on business intelligence: BI is Alive and Well.

2025 36

2025 Information Insights Technology 36

Advertiser: ZoomInfo

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.

Definition

Forrester's Customer Insights

APRIL 10, 2025

Announcing the Future of Commerce (US): Distributed and Dynamic Commerce Strategies Pave the Way to Intelligent Commerce. The cost of doing business is now a moving target, adding more complexity in an already challenging business environment.

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Touchpoint Consumers Virtual Agent Social Media 26