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.

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B2B Multi-Channel Feedback 2025 312

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

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

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

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.

Customer Service

Optimove

MAY 13, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Generic campaigns just dont cut it anymore especially during peak shopping weeks. Customers expect personalized, timely, and relevant interactions across all channels. To maximize engagement and ROI, brands must move beyond basic segmentation methods and embrace dynamic, behavior-driven customer segmentation that adapts in real-time.

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Download Retail ROI Customer Journey 52

Think Customers

MAY 13, 2025

Traditional quality assurance (QA) tools have always had limitations. They typically capture less than 3% of interactions, which means theres no way they cant deliver a complete picture of customer sentiment, satisfaction, or whats really happening in the contact center. As consumer expectations rise, crafting a customer experience (CX) strategy around such a small sample size no longer makes sense.

Insights 52

Insights Contact Center Webinar Interaction 52

ShepHyken

MAY 13, 2025

Recently, I had an experience with a company and thought, I hate this … Why do they make me do this? This question wasnt because of curiosity. No, I was thinking that this is something other customers must hate as well, but they make them do it anyway. So, I started a personal brainstorming session to list various processes, requirements, policies, rules, and more that cause customers to question why they continue to do business with these companies.

Hotels 93

Hotels Workshop Advertising Customer Service Training 93

CSM Magazine

MAY 13, 2025

Here well explore real-world case studies showcasing how top companies leveraged cutting-edge CX technology to transform their customer service and boost loyalty. Case Study 1: How a Global Retailer Reduced Response Times with AI Chatbots Company: A multinational retail chain with millions of customers worldwide Challenge: High volume of repetitive customer inquiries leading to long wait times and overwhelmed agents Solution: Implemented AI-powered chatbots integrated with their contact center s

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Brands E Commerce 52

Customer Think

MAY 13, 2025

From our first jobs to climbing the ranks to CEO, one thing remains constantcustomer relationships and satisfaction are the most critical aspects of any job. In recent years, technological advancements have played an instrumental role in enhancing customer experience, with AI agents, advanced analytics, and product visibility tools leading the charge.

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Technology Customer Experience Loyalty Customers 84

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

MAY 13, 2025

Many of todays businesses are investing in omnichannel CX software to unify customer interactions across phone, email, chat, social media, and more. But how do you measure the true value or ROI (Return on Investment) of your omnichannel customer service strategy? Understanding and tracking the right metrics not only helps justify your investment in customer experience (CX) software and contact center software, but also guides continuous improvement to boost customer satisfaction and operational

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Omnichannel ROI Metrics Customer Service 52

Forrester's Customer Insights

MAY 13, 2025

How can you make your customer advocacy program more proactive, more transparent, and more motivating to customers? With technology. Higher-performing customer advocacy programs lean on technology to scale customer advocate sourcing, management, activation, and measurement.

Marketing 26

Marketing Measurement Technology Customers 26

CSM Magazine

MAY 13, 2025

As we move through 2025, several emerging CX technologies are revolutionizing how companies engage with customers, optimize contact centers, and enhance overall customer satisfaction. Here, we explore the top 10 emerging CX technologies transforming customer service in 2025 technologies that every customer service manager and contact center leader should know about.

2025 52

2025 Technology Customer Service Contact Center 52

Customer Think

MAY 13, 2025

Ask more questions! sellers are admonished. Ask better questions! leaders and coaches are reminded. Questions seem to be a prompt in many fields, from medicine to parenting. But why? Theres a universal assumption thatquestionswill yield Truth, generate real discussion topics or realizations, orgather accurateinformation or important details. Good questions can even inspire clarity.

Customer Engagement 45

Customer Engagement Engagement Blog Customers 45

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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

MAY 13, 2025

As we move further into 2025, the customer service landscape is once again on the brink of transformation this time, thanks to significant evolution in artificial intelligence capabilities. Agentic AI is p ositioned as the next major leap forward, agentic AI goes beyond automating simple tasks or generating content. It promises something far more ambitious: the ability for AI agents to make complex decisions, handle entire workflows, initiate actions, and function independently of human oversig

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2025 Return on Investment 2024 2021 52

Brad Cleveland Blog

MAY 13, 2025

I recall a consulting project with a company that was struggling to provide consistent service to their customers. At times, customers had to endure painfully long waits but other times their employees were sitting idle waiting for something to happen. It became pretty obvious that the forecast was the problem, and they were convinced that accurate forecasting was impossible.

Consulting 20

Consulting Customer Service Management Contact Center 20

CSM Magazine

MAY 13, 2025

In this guide, well walk you through the essential factors to consider when selecting the best contact center software for your business. Contact center software is the backbone of your customer support operations. It enables your agents to communicate with customers across multiple channels, track interactions, and resolve issues efficiently. The right software can: Enhanceomnichannel CX softwarecapabilities Boost agent productivity withAI chatbotsand automation Provide actionable insights thro

Contact Center 52

Contact Center Average Handle Time Omnichannel Social Media 52

Forrester's Customer Insights

MAY 13, 2025

An IDP is a framework for building DevOps platforms that offer discoverable, self-service IT infrastructure and automation services, helping developers manage IT services efficiently. IDPs can help streamline workflows, reduce context switching, and enhance governance among developers.

Government 26

Government Management 26

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

CSM Magazine

MAY 13, 2025

Aneta Korobkina, customer service and leadership coach When most people think of countries with exceptional customer service, a few traditional names may come to mindbut Armenia is quickly proving it deserves its place on this list. According to Aneta Korobkina , an internationally recognized coach in customer service and leadership, Armenia’s level of service is much better than in some European countries.

Tourism 52

Tourism Banking Hospitality Culture 52

Customer Think

MAY 13, 2025

In this short video about learning, I reference a blog post by John Hunter from 2014, which I still find incredibly relevant today. My key point centered on the difference between managing and leading, and how we typically teach these concepts. Drawing on Dr.

Leadership 45

Leadership 2014 Reference Blog 45

CSM Magazine

MAY 13, 2025

Driven by advances in customer experience (CX) software, artificial intelligence, and changing workforce dynamics, the future of contact centers promises greater flexibility, efficiency, and personalization. As businesses adapt to new challenges, including the rise of remote work, integrating AI and optimizing workforce management have become essential strategies for success.

Contact Center 52

Contact Center Omnichannel Call Center Virtual Agent 52

Forrester's Customer Insights

MAY 13, 2025

The Asia Pacific (APAC) region was remarkably resilient throughout 2024 and early 2025, navigating challenges such as ongoing geopolitical tensions and Chinas economic shifts. Initial projections indicated that the region would grow by 4.5% in 2025; we based our forecast of APAC technology spending on these assumptions.

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2025 2024 Events Technology 26

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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

CSM Magazine

MAY 13, 2025

The future of customer service is here, and its equipped with cutting-edge AI, groundbreaking humanoid robotics, and a vision for better customer interactions. Leading the way is Realbotix , who has announced an exciting collaboration with Tix4 Inc and Hollo.AI to revolutionize how businesses engage with their customers. From May 27th to 29th, Realbotix will showcase an AI-powered customer service robot at the Tix4 booth during a conference at The Venetian Resort in Las Vegas.

Entertainment 52

Entertainment Events Innovation Customer Service 52

Forrester's Customer Insights

MAY 13, 2025

S3NS, established three years ago, is a cloud hosting company that aims to deliver a sovereign and secure cloud solution for the French market. Formed as a joint venture between Google and Thales, S3NS adheres to strict governance rules to ensure compliance with French sovereignty requirements.

Government 26

Government Marketing Insights 26

CSM Magazine

MAY 13, 2025

The Talk Awards, in partnership with the Stirling Center for Excellence, honor businesses across the United States for their commitment to customer satisfaction. This year, three standout businesses continue to set the gold standard in their respective industries. What Are The Talk Awards? The Talk Awards uses an independent and proprietary evaluation system to recognize businesses that excel in customer satisfaction and experience.

Customer Service 52

Customer Service Customer Satisfaction Customers Consumers 52

Forrester's Customer Insights

MAY 13, 2025

Attention, all B2B leaders! The stage is set, and the spotlight is on you. The B2B Summit APAC Awards are calling for entries this is your golden opportunity to showcase your extraordinary achievements. Have you driven remarkable milestones with a customer-obsessed growth strategy, process, or initiative?

B2B 26

B2B 2025 Measurement Customers 26

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.

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