eglobalis

MAY 20, 2025

Introduction: Why Metrics Define the CX Maturity of Your Company Customer experience is not just a branding, services or a sexy name initiative or a satisfaction goal it is much more. It is a measurable, operational, and financial discipline. Executives who still see CX as soft data are overlooking one of the clearest opportunities for growth. Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficienc

Metrics 329

Metrics B2C B2B Average Handle Time 329

CX Journey

MAY 14, 2025

As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.

Leadership 107

Leadership Customer Centricity Culture Technology 107

Alida

MAY 28, 2025

To become a truly customer-centric brand, you must integrate the concept into every single area and channel of your business. While many brands seek to do just this, many challenges can get in the way and hold them back from achieving this goal.

Customer Centricity 147

Customer Centricity Customers Brands Customer Experience 147

Thematic

MAY 25, 2025

Building a strong voice of the customer program starts with writing questions that not only gather responses but spark real insight. It’s not enough to ask what customers think—you need to ask it in a way that’s thoughtful, focused, and aligned with the experience you’re trying to understand. In this guide, we’re not just naming survey frameworks like NPS or CSAT—we’re showing you how to write better questions for each one.

NPS 62

NPS Net Promoter Score Feedback Loyalty 62

Speaker: Steve Worthy, MBA

The rapid rise of AI-powered displays, touchless technology, and sensory marketing is reshaping the future of in-store engagement. Yet for many retail executives, the real challenge is not identifying new tools - it is knowing which signals to trust, which inputs to prioritize, and how to architect decisions that elevate in-store leadership rather than dilute it.

Leadership

ShepHyken

MAY 27, 2025

Ive been reviewing my customer experience research , specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove thatcustomers are frustrated and lack confidence in how companies are using AI: In general, 57% of customers are frustrated by AI-fueled self-service options. 49% of customers say technologies like AI and ChatGPT scare them. 51% of customers have received wrong or incorrect information from an AI self-service bot.

Workshop 123

Workshop Article Customer Service Training Feedback 123

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.

B2B 312

B2B Multi-Channel Feedback 2025 312

TechSee

MAY 21, 2025

In today’s fast-paced customer service landscape, contact center agents face mounting pressures that often go unnoticed. While businesses strive to enhance customer experiences, the well-being of the very individuals facilitating these interactions is frequently overlooked. The Growing Strain on Contact Center Agents Recent studies reveal alarming statistics about the mental health of contact center employees: 87% of call center employees report high-stress levels at their job. ( source )

Contact Center 124

Contact Center Average Handle Time ROI Call Center 124

CX Journey

MAY 21, 2025

In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.

Technology 100

Technology Culture Innovation Leadership 100

BlueOcean

MAY 7, 2025

Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if its implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, your revolutionary analytics platformthey’re all just expensive disappointments waiting to happen without a strategic implementation pl

Technology 156

Technology Customer Experience Average Handle Time Contact Center 156

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

ShepHyken

MAY 26, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses maintain consistent customer service across different industries? How does staff training influence customer satisfaction? How does community involvement enhance customer loyalty? Can one employee’s actions shape the reputation of an entire franchise network?

Brands 83

Brands Customer Experience Hospitality Loyalty 83

InMoment XI

MAY 22, 2025

In 2025, your reputation impacts your revenue more than ever before. The way customers find and choose brands has fundamentally changed. They’re no longer just scrolling through traditional search resultsthey’re asking ChatGPT, Googles Gemini, and other AI tools for help. These tools respond with curated summaries based on everything they can find about your brand online.

Brands 195

Brands 2025 Retail 2024 195

Retently

MAY 5, 2025

Table of Contents Main Takeaways What CSAT Scores Are Really Telling Us Where AI Assistants Go Wrong The Human Touch Still Wins (Even in AI-Supported Systems) What High-CSAT Brands Are Doing Differently Building a Better AI Customer Service Strategy with CSAT Feedback Final Thoughts Remember the buzz a few years back? AI-powered agents have been hailed as the future of ecommerce customer service by solving every support headache: answer questions in seconds, work 24/7, and cost a fraction of a f

Feedback 134

Feedback Brands Customer Satisfaction Customer Service Strategies 134

Brandwatch CX

MAY 9, 2025

Building a relationship with your customers can ensure a long and healthy relationship. Bydefining what your brand stands for and it’s brand personality, you can build brand affinity with consumers. Increasing the emotional reasoning behind a purchase can override more rational decisions. The key is understanding the audience you are selling to, and selling thema consistent message.

Brands 92

Brands Consumers Loyalty Social Media 92

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

CX Journey

MAY 28, 2025

When we talk about experience management, the conversation tends to revolve around customers and employees and rightly so. But theres another group thats often overlooked, yet deeply influential in shaping the customer experience and upholding your brands integrity: your franchisees and licensees. (And yes, I know. Not everyone reading this works for a franchisor or licensor.

Brands 87

Brands Culture Books Multi-Channel 87

TechSee

MAY 1, 2025

Across Europe, a silent but seismic change is reshaping how service is delivered. From telecom providers to home security firms, leading brands are shifting their approach—from reactive support to visual-first resolution. And at the center of that shift is Visual Agentic AI. Why now? Because customer expectations are climbing, field service costs are rising, and pressure to reduce carbon footprints is growing.

Brands 124

Brands Contact Center Demo Books 124

Thematic

MAY 29, 2025

Numbers don’t tell the whole story. They can show you what’s happening, but not why it’s happening. Your NPS might drop five points overnight, but was it a confusing onboarding flow, a delayed delivery, or a missing feature that caused it? Without the customer’s own words, you’re just guessing. You need qualitative surveys to uncover the emotion, friction, and intent behind every score or behavior.

Feedback 62

Feedback Insights Customers Download 62

InMoment XI

MAY 20, 2025

Contact center quality assurance (QA) has become a critical driver of customer satisfaction. As expectations for personalized, efficient, and empathetic service continue to rise, businesses must ensure that every agent interaction meets a high standard. A well-executed QA program empowers teams to maintain consistency, uncover coaching opportunities, and build long-term trust with customers.

Contact Center 195

Contact Center Customer Satisfaction Call Center Metrics 195

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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

ShepHyken

MAY 5, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs? What role does employee engagement play in enhancing the customer experience? How can schools empower students to achieve their future goals, both academically and in sports?

Net Promoter Score 76

Net Promoter Score Customer Experience Sports NPS 76

Customer Think

MAY 23, 2025

Business is not a game of inches anymore. It’s a game of centimetersor smallerwith razor-thin margins for error. Organizations are putting every investment under the microscope to prove their value to the bottom line, including customer experience (CX) programs.

Connections 88

Connections Financial Customer Experience Metrics 88

CX Journey

MAY 7, 2025

Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used?

Employee Experience 80

Employee Experience Culture Books Customers 80

TechSee

MAY 30, 2025

Customer Relationship Management (CRM) systems were designed to centralize data and simplify customer service operations. But in 2025, centralization isnt enough. Leading enterprises are discovering that their CRM is only as powerful as the context it captures. And context, increasingly, is visual. Text fields, tickets, and chat logs can only go so far in accurately describing a problem.

Average Handle Time 109

Average Handle Time 2025 Customer Relationship Management Demo 109

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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

Thematic

MAY 28, 2025

Every business says they care about their customers, but how do you prove it? One way is by actively listening to the voice of customer and doing something with what you hear. A structured voice of the customer process matters because it turns scattered feedback into real improvements. Without a clear process, even well-intentioned companies can drown in data or miss critical insights.

Voice of Customer 62

Voice of Customer Net Promoter Score Feedback Social Media 62

InMoment XI

MAY 17, 2025

From geopolitical instability to a shifting regulatory landscape, the insurance industry is experiencing significant transformation. These massive shifts, combined with rising policyholder expectations for smooth and personalized service, require a data-driven approach to providing insurance. Conversational Intelligence (CI) is emerging as a game-changer in this space.

Insurance 195

Insurance Customer Experience Contact Center Interaction 195

CSM Magazine

MAY 14, 2025

Digital transformation in customer service represents a fundamental reimagining of how organisations interact with their customers through the strategic application of digital technologies. Today’s customers expect seamless, personalised, and immediate service across multiple channelsa far cry from the phone-only support desks of yesteryear. These heightened expectations have created both challenges and opportunities for businesses across every sector.

Customer Service 52

Customer Service Competitive Advantage Net Promoter Score Touchpoint 52

Beyond Philosophy

MAY 24, 2025

How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you’re not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get?

Brands 78

Brands Customer Experience Advertising Insurance 78

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!

Customer Experience