Thematic
MARCH 26, 2025
"Your most unhappy customers are your greatest source of learning." – Bill Gates. Yet, 56% of dissatisfied customers never voice their concerns—they simply leave Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.
eglobalis
MARCH 24, 2025
Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors.
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InMoment XI
MARCH 26, 2025
Lets face it: shortening your customer experience survey can be overwhelming. You have so many priorities, stakeholders, and initiatives to inform and consider, but you want to capture that information with as few questions as possible in order to avoid survey fatigue. But shortening customer surveys is worth the investment. With shorter surveys, your business will get more responses, and those responses will be more accurate and complete.
BlueOcean
MARCH 24, 2025
Youve heard it before: Stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. You simply cant rely on an unwritten set of rules or assumptions to guide your collaboration or, sooner or later, that partnership will come under serious stress.
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.
Brandwatch CX
MARCH 27, 2025
Relationship marketing is a long-term strategy, and that might put some brands off. If you have the conviction to engage in itand stick with it, your business can see long term benefits. You basically need to understand your customersand deliver what they want. Not the most extreme of ideas, but there you go. What is relationship marketing? Relationship marketing is a strategy that focuses on the long term.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Calabrio
MARCH 26, 2025
Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.
InMoment XI
MARCH 22, 2025
Want to improve your account health? Keeping customers happy and engaged is an excellent first step. But, if were being honest, keeping track of customer relationships with your brandespecially when you have thousands of interactionsisnt exactly a walk in the park. Some issues may inadvertently slip through the cracks, causing customers to look elsewhere.
Blueshift
MARCH 27, 2025
Imagine having a tireless, intelligent ally that can transform your marketing strategies overnightthats the promise of AI assistants. These advanced tools are not just changing the rules; theyre rewriting the entire playbook for how brands engage with their audiences, driving efficiency, creativity, and personalization like never before. AI assistants are transforming how marketers work, enhancing their ability to make smarter decisions and execute campaigns faster and more precisely.
ShepHyken
MARCH 24, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Should AI Be Used To Respond to Customer Reviews? by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather tha
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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.
PeopleMetrics
MARCH 27, 2025
Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.
InMoment XI
MARCH 25, 2025
The path to real improvement starts with understanding. Effective communication is the foundation of strong teams, enabling them to collaborate, solve problems, and build better relationships with customers and stakeholders. Nowhere is this more critical than in call centers and customer experience teams, where every interaction shapes customer satisfaction, brand perception, and business outcomes.
The DiJulius Group
MARCH 27, 2025
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.
ShepHyken
MARCH 24, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business’s customer experience? What is the innovator’s dilemma? How can companies ensure they are accurately measuring their customer experience?
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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.
PeopleMetrics
MARCH 25, 2025
In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!
InMoment XI
MARCH 24, 2025
Customer surveys are a mainstay in most consumer-facing industries for good reason. They provide powerful insights into customer sentiment, buying behavior, and much more, all for a relatively small investment. One frequent topic of debate among multi-location businesses is how to set up a customer survey program. Should you use one survey across the entire business, or should you customize surveys to each location?
CSM Magazine
MARCH 28, 2025
If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Understanding What Great Customer Service Means Before exploring actionable strategies, its essential to understand what great customer service looks like. Its not just about smiling at your customers or apologizing when something goes wrong.
The DiJulius Group
MARCH 23, 2025
The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21? These are just some companies that have. Read Full Article The post The Customer Revolt / Two CX Legendary Brands Struggling appeared first on The DiJulius Group.
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!
Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Consequently, accurately measuring and strategically enhancing call center agent performance is paramount.
InMoment XI
MARCH 23, 2025
Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the darkyou may have all the tools you need to hit your target, but that wont help much when you have no idea where it is. An ICP is a detailed description of the best-fit customer from your target audience. It defines attributes like industry, company, and pain points, making it easier to determine which businesses in your target market would make the best customers.
CSM Magazine
MARCH 27, 2025
If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. These inefficiencies dont just hurt your teams productivity; they negatively impact the customer experience , increasing complaints and lowering retention rates. The good news? Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.
BirdEye
MARCH 27, 2025
Facebook has become a go-to platform for businesses, influencers, and organizations to connect with their audience, share updates, and build a strong online presence. But what happens when you need to hand over a page control to someone else? Knowing how to transfer Facebook page ownership is essentialwhether you’re stepping away, bringing in a new partner, or shifting management to another team.
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!
Calabrio
MARCH 25, 2025
Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue.
The DiJulius Group
MARCH 27, 2025
Everything Speaks: Do You have Negative Cues? Build your companys Customer experience as if no Customer has bad intentions. One of the biggest contributors to the Customer service crisis is managements paranoia that Customers are out to take advantage of them. This leads to a significant amount of time that companies spend on creating and. Read Full Article The post Everything Speaks: Do You Have Negative Cues?
CSM Magazine
MARCH 27, 2025
Effective customer communication is critical for building relationships, boosting satisfaction, and driving business success. Whether you’re sharing product updates, resolving issues, or engaging customers with personalized offers, how you structure and manage your messaging can significantly impact your outcomes. To help you refine your approach, here are 25 best practices for messaging customers.
BirdEye
MARCH 27, 2025
TikTok is a popular app that allows people to share creative videos and start new trends. But grabbing attention isn’t easy, with millions of videos posted every day. Thats where TikTok captions come into play. A good caption can stop the scroll, spark engagement, and make your content more shareablewhether youre posting a dance video, a funny moment, or a travel clip.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
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