Thematic

MAY 28, 2025

Open any inbox, and you’ll see it: a rush of feelings dressed up as words: joy, irritation, quiet praise, and loud complaints. Sentiment analysis turns that emotional static into a dashboard you can act on. Wondering how sentiment analysis can be used to improve customer experience? Think of it as a translator: it converts tone into tasks. Modern sentiment analysis tools help companies detect patterns in feedback and respond proactively.

Customer Experience 62

Customer Experience NPS Net Promoter Score E Commerce 62

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

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

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

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

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

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

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

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

Gainsight

MAY 29, 2025

Every year at Pulse , we recognize industry leaders who have made significant contributions to the fields of customer success (CS), customer education, product experience, community, and beyonddriving innovation and transforming the way businesses engage with their customers. Without further ado, put your hands together for this years Pulse 2025 GameChanger Award Winners, who have truly defied gravity to achieve greatness.

2025 52

2025 Innovation Customer Success Connections 52

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

TechSee

MAY 27, 2025

AI has changed how we write, code, and create. Now , its changing how we serve. Welcome to the age of Vibe Service. Vibe Service sets a new standard for customer service experience where support is not just fast or automated but emotionally aware and visually in tune with the moment. Vibe Service takes the effort and specialized training traditionally required to deliver great service experiences so your team and your customers can truly vibe.

Contact Center 139

Contact Center Customers Interaction Measurement 139

Thunderhead

MAY 29, 2025

Tiny customer experience issues rarely stay tiny. Here’s how to catch them early — before they become operational nightmares. A hurricane doesn’t have to strike for a house to suffer serious damage. Sometimes, all it takes is a drip. A slow, silent leak, hidden behind a wall. Until suddenly, you’re ripping out drywall, replacing your floors, and questioning how things got this far.

Customer Experience 52

Customer Experience Hotels Touchpoint Call Recording 52

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

CSM Magazine

MAY 26, 2025

Scaling customer service is easyuntil customers start feeling like numbers. Enterprise support teams are under pressure to deliver fast, consistent service while maintaining a personal touch. As operations expand across teams and borders, personalization becomes a major challengeespecially when managing data privacy, remote workflows, and customer expectations.

Customer Service 52

Customer Service Culture Measurement Metrics 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

PeopleMetrics

MAY 29, 2025

The question comes up regularly: "Should we tie our team's compensation to customer survey results?" It's an appealing idea. Customer feedback directly influences pay, creating powerful alignment between employee behavior and customer satisfaction. But after years of helping clients implement these programs, we've learned it's far more nuanced than it first appears.

Net Promoter Score 62

Net Promoter Score Metrics Customer Satisfaction Financial 62

Comm100

MAY 26, 2025

Customer support used to be simpler. You had your phones, your emails, maybe a help desk tucked away behind a velvet rope for VIPs. These days? Its a high-speed, multichannel, 24/7 operation where expectations are sky-high, and thats before you consider rolling AI into the mix. AI isnt some distant “future of support” concept anymore. Its already here, embedded in your workflows, handling the first wave of customer questions, assisting live agents behind the scenes, and sometimes eve

Multi-Channel 52

Multi-Channel E-support Document Customers 52

Calabrio

MAY 30, 2025

Workforce Management From Oversight to Ownership: Rethinking Performance Management in the Modern Contact Center Jump ahead Legacy Approaches Meet Modern Demands: Performance Management at a Crossroads Visibility: The Catalyst for Engagement and Action Breaking the Cycle of Fragmentation Coaching That Builds, Not Just Fixes The Real ROI: Retention, Readiness, and Results Leading the Shift: From Management to Empowerment Share Book a demo Lets get started The contact center has undergone a profou

Contact Center 52

Contact Center 2025 Management Call Center 52

CSM Magazine

MAY 30, 2025

Acquiring new customers is always a key focus, but retaining those customers is where long-term success lies. Statistically, it costs five times more to attract a new customer than to retain an existing one. Additionally, loyal customers are often more likely to make repeat purchases, refer others, and spend more over time. What is Customer Retention?

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Customer Retention Exceptional Customer Service Loyalty Programs Social Media 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

PeopleMetrics

MAY 27, 2025

I started this series because of one news story: A $10 million fraud indictment involving two intertwined market research firms, Op4G and Slice. This 10-part blog series is our deep dive into how survey fraud happens, why detection tools are falling short, and what research leaders must do now to protect the future of insights. Whether youre a CX leader, a market researcher, or a data-driven decision-maker, this series offers the knowledgeand the toolsyou need to move forward with confidence.

Marketing 62

Marketing Article ROI Feedback 62

The DiJulius Group

MAY 30, 2025

Overview KeyBanks Moments Matter initiative exemplifies a holistic and sustainable cultural transformation that has significantly improved employee engagement and client loyalty. Spearheaded by Victor Aranda and championed by executive leadership, this initiative aligns organizational behavior with strategic goals through a thoughtful and multi-dimensional approach.

Culture 52

Culture Banking Leadership Loyalty 52

BirdEye

MAY 30, 2025

The TikTok game can be daunting for typical multi-location UK businesses. Even with the most creative videos, hashtags , and captions, the views and engagement can be lackluster – if you havent figured out the best time to post on TikTok UK yet. This challenge is only amplified by the fact that the UK has multiple time zones. Without a strategic TikTok posting strategy , your content gets buried in endless scrolling, especially when your target audience isnt active to see it.

Automotive 52

Automotive Hospitality Social Media Healthcare 52

CSM Magazine

MAY 26, 2025

In the personal loan industry, competition is growingand so are customer expectations. Todays borrowers want more than fast approval; they expect support at every step. Whether theyre choosing traditional bank products, credit union offers, digital services, or flexible ASAP Finance loans , people now look for the same high level of care. And if they dont get it, they simply move onthe market gives them that choice.

Net Promoter Score 52

Net Promoter Score 2008 Financial Omnichannel 52

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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

SurveySensum

MAY 30, 2025

80% of the data businesses generate is unstructured, and a significant portion of it comes directly from customers. Yes, thats almost all your data. From social media posts and product reviews to emails and open-ended survey responses, this feedback holds valuable insights into how customers truly feel about your brand. But, this data is messy, subjective, and constantly evolving.

2025 52

2025 Social Media Multi-Channel Feedback 52

The DiJulius Group

MAY 29, 2025

Summary In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking, for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBanks retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Keys 950 branch.

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Banking Retail Article Culture 84

BirdEye

MAY 30, 2025

Today, businesses selling everything from mortgages to mobile phones face the same challenge: attention is expensive, loyalty is rare, and customers expect more. In this landscape, mass marketing doesn’t just feel outdated; it burns through budgets without building lasting relationships. Thats where customer-centric marketing stands apart. Its not about shouting louder.

Customer Centricity 52

Customer Centricity 2025 Customer Base Net Promoter Score 52

CSM Magazine

MAY 30, 2025

A recent Cisco report predicts that by 2028, 68% of customer service and support interactions will be handled by agentic AI. But what exactly is “agentic AI”? And why is it set to become the backbone of customer service? Let’s take a look. What Is Agentic AI and How Does It Work? Agentic AI isnt just about processing queries or pulling data fast; its about genuine autonomy.

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2028 Customer Service Government Customer Relationships 52

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