Experience Investigators by 360Connext

APRIL 16, 2025

The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes. The past few weeks have been a whirlwind. Tariffs, market swings, shifting economic signalsevery day seems to bring a new plot twist.

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CSM Magazine

APRIL 16, 2025

In recent years the construction industry has experienced significant changes driven by technological advancements. One of the leading innovations reshaping the sector is the integration of Enterprise Resource Planning (ERP) systems with Customer Relationship Management (CRM) solutions. This powerful combination facilitates streamlined operations while enhancing customer interactions, ultimately leading to improved project outcomes and customer satisfaction.

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Interaction Financial Communication Customer Satisfaction 52

SurveySensum

APRIL 16, 2025

Your CRM is smart. But is it futuristic? It knows your customers names, emails, and past purchases. But does it know what they actually want? Whats frustrating them? What will make them hit buy instead of bouncing to your competitor? Thats where CRM surveys come in. Consider them as a straight line into the opinions of your consumers. The result? Smarter marketing, better sales, and a customer experience that keeps people coming back.

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Optimove

APRIL 16, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Marketers will learn how to turn deep customer understanding into real-time, personalized engagement even in the face of economic uncertainty. This blog explores how Positionless Marketing empowers teams to break down silos, move faster, and act on customer data with confidence.

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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

inQuba

APRIL 16, 2025

The rapid advancements in AI for customer experience (CX) have raised expectations, but many organizations still struggle to deliver truly seamless and personalized service. Why? Because AI, especially chatbots, often lack the essential ingredients: context. To unlock the full potential of AI in CX, businesses need to embrace customer journey management solutions and thats where www.inquba.com leads the way.

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Comm100

APRIL 16, 2025

Customer support teams are under more pressure than ever. Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.

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Doing CX Right

APRIL 16, 2025

Want to earn lasting customer loyalty? Learn how one deli does it for 100 years and what you can do too. (No AI needed.) The post How One Deli Earnes 100 Years of Customer Loyalty appeared first on Doing CX Right.

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CX Journey

APRIL 16, 2025

How decades of experience – and three books – reshaped my view of what really drives business success. People often ask how my thinking – and my writing – have evolved over time. Its a fair question. And one that reflects the natural progression of both my career and my perspective. That curiosity especially ramped up after I wrote my second book, Built to Win.

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Forrester's Customer Insights

APRIL 16, 2025

Forrester's Q2 2025 Contact-Center-As-A-Service Wave is out!

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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

Northridge Group

APRIL 16, 2025

I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I've encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn't fit on my resume. I've worked in nearly all regions of the country and numerous subsidiaries.

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Forrester's Customer Insights

APRIL 16, 2025

2025 started with a bang! Technology and geopolitics are changing faster than many can keep track. Theres an announcement of a new, benchmark-shattering generative AI seemingly every week. Planned job cuts across US employers are at their highest levels since 2020.

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Help Scout

APRIL 16, 2025

Learn how our support team uses their time away from the queue for professional development and get some inspiration for implementing a Learn Something program of your own.

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Article 59

Forrester's Customer Insights

APRIL 16, 2025

Many organizations, especially federal agencies, are facing unprecedented upheaval as they implement large-scale workforce reductions. For technology leaders, many navigating this process for the first time, layoffs represent a particularly challenging leadership test that cannot be executed without significant trade-offs.

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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

ShepHyken

APRIL 16, 2025

The other day, I was talking to a friend about famous movie lines. He said one of his favorite movies was The Sixth Sense starring Bruce Willis, and his favorite line came from 9-year-old Cole, played by Haley Joel Osment, who said, I see dead people. I responded, Thats funny. I quote dead people. He looked at me strangely. He laughed. Were both speakers, and we often use motivational quotes to emphasize our points.

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Forrester's Customer Insights

APRIL 16, 2025

In the age of intelligent automation, enterprise business applications (EBAs) are increasingly embedding and integrating sophisticated AI agents to drive efficiency, insights, and innovation. These modern EBAs, designed for composability and flexibility, boast a modular architecture built upon a complex software supply chain.

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Forrester's Customer Insights

APRIL 16, 2025

Forrester is delighted to announce the opening call for our annual Security & Risk Enterprise Leadership Award. This award recognizes organizations that have transformed their security, privacy, and risk management functions into capabilities that fuel the organizations reputation for trust and its long-term success. In this era of volatility, a reputation for trust is essential.

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Forrester's Customer Insights

APRIL 16, 2025

Data in 2025: Enough TalkHeres Why Strategy Matters Now Data strategy is no longer a nice-to-have. In 2025, regulations like HIPAA, GDPR,and CCPA are tighter than ever, AI keeps making quantum leaps, and customers want hyper-personalization on demand.

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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.

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Forrester's Customer Insights

APRIL 16, 2025

An update to ChatGPT made it easy to simulate Hayao Miyazakis style of animation, which has flooded social media with memes. Beyond the hype, this trend raises serious questions on copyright infringement. This article in the New York Times sums up some of the questions raised by the phenomenon.

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Forrester's Customer Insights

APRIL 16, 2025

Atlassian has launched a sweeping upgrade to its platformand the message is crystal clear: AI isn’t just a feature; it’s the foundation. If you’re working in tech, managing teams, or even just part of a business using Jira or Confluence, this isn’t a subtle shift. It’s a tectonic one.

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Forrester's Customer Insights

APRIL 16, 2025

Another day, another LinkedIn hot take on enterprise architecture. They fall into various camps: those confusing EA with a Marvel villain, others who think that the ten-year-old religious war between “business” and “enterprise” architects has any actual meaning. (Pro tip: it’s about as relevant as whether Han shot first.

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