eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

APRIL 3, 2025

The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. But how exactly are businesses making this transition?

Culture 195

Culture Social Media Government Loyalty 195

BlueOcean

APRIL 1, 2025

Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.

Customers 156

Customers Effort Score Airlines Customer Journey 156

Experience Investigators by 360Connext

APRIL 1, 2025

What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes.

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Insights Healthcare 2025 Customer Experience 143

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

The DiJulius Group

APRIL 3, 2025

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys.

Culture 86

Culture Feedback Article Engagement 86

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. It ensures you understand customer behavior and needs—and use that knowledge to enhance their experience. In fact, 73% of customers say customer experience is a top factor in their purchasing decisions​, so investing in insights is no longer optional.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Interactions

APRIL 2, 2025

For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation.

Retail 62

Retail Average Handle Time Contact Center Innovation 62

CSM Magazine

APRIL 3, 2025

The next generation of the internet, Web3, is here. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in. The goal? Better customer experiences. But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? The Power of Decentralization One of Web3’s core concepts is decentralization.

Customer Experience 52

Customer Experience Loyalty Programs Government Loyalty 52

ShepHyken

MARCH 30, 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. Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said.

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2025 Article Customer Service Magazine 71

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2024

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI. Since ChatGPT captured the worlds attention at the end of 2022, its been off to the races, with a host of new models, solutions, and use cases entering the fold.

Contact Center 52

Contact Center Customer Service Virtual Agent 2025 52

Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. According to a recent Dimension Data report , 35% of all contact centre interactions are already digital and if growth continues at the current rate it will overtake telephone contact by 2017. Social customer service costs around $1 per interaction , six times cheaper than phone support costs.

Social Media 52

Social Media Customer Service 2011 Engagement 52

Maru Group

APRIL 3, 2025

If theres one thing you can predict at the moment, its just how unpredictable the world seems to be. In light of some of the most turbulent economic conditions weve seen for some time, not to mention global uncertainty surrounding changes to tariffs coming from the United States, the prevailing opinion seems to be that no-one knows what tomorrow will bring.

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Consumers 2025 Travel Financial 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

Thematic

MARCH 30, 2025

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. If done right, it helps create better products, services, and stronger customer relationships.

Feedback 62

Feedback Customer Centricity Culture Customers 62

Doing CX Right

MARCH 30, 2025

Marketing attracts customers, but customer experience keeps them coming back. Stacy Sherman and Nicole Donnelly explore how businesses can align Marketing and Customer Experience to drive loyalty, growth, and long-term successwithout treating them as separate strategies. The post Customer Experience Vs. Marketing: Which One Truly Drives Growth? appeared first on Doing CX Right.

Marketing 59

Marketing Customer Experience Loyalty Customers 59

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. Proactively managing guest reviews allows hotel brands to engage with guests, showcase their service excellence, and build a positive reputation in a competitive market. In most cases, a guest forms the first impression of your hotel long before their arrivaloften with a single glance at your online reviews.

Hotels 52

Hotels 2025 Books Management 52

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. While that eye-popping sum might be new to you, youre probably familiar with the fact that disengaged teams dont make for great results within the contact center.

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Contact Center Call Center Engagement Metrics 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

Thematic

MARCH 30, 2025

Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Optimove

MARCH 31, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Marketers in 2025 are tasked with delivering personalization thats not just accurate but instant, relevant, and seamless across every channel. Traditional segmentation methods cant keep up. This post explores why 1,000 segments are no longer excessive theyre essential and how journey-based, real-time segmentation leads to stronger engagement, smarter campaigns, and long-term customer loyalty.

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2025 Download Fashion Definition 52

Gainsight

MARCH 31, 2025

The foundation of success for todays businesses? Existing customers. While new customers will always be important, the rising cost of acquisition means organizations are relying on existing customers to drive growth. Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business.

Customer Journey Mapping 52

Customer Journey Mapping B2B Customer Journey Webinar 52

Blueshift

MARCH 31, 2025

Heres a stat to wake you up: 76% of B2C brands say they cant activate offline data across channels. Since customers expect personalized experiences throughout their journey, thats not a small gap, its a canyon between what customers expect and what brands can deliver. So what are the other 24% doing differently? And more importantly, how do you know if youre one of them?

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B2C Customer Expectations Blog Brands 52

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

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Why? Because customers are tired of slow responses, generic replies, and unresolved issues. Text analytics —especially when powered by AI—is changing that. It helps businesses make sense of messy, unstructured feedback and turn it into something that actually improves service, products, and customer relationships.

Marketing 62

Marketing 2030 E Commerce Social Media 62

Optimove

APRIL 3, 2025

Re-engage your churned customers with this guide Download Now Why it Matters: The iGaming Churn Descending Recovery Curve reveals a simple but powerful truth: the faster marketers act on player churn, the more they will recover in both engagement and revenue. Based on data from over 5 million players, proprietary research shows that players are most likely to return and most valuable within the first day of churn.

Download 52

Download Definition 2024 ROI 52

Happy or Not

APRIL 1, 2025

Understanding customer sentiments is crucial for businesses looking to enhance customer experience and drive long-term success. In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

Uplight

APRIL 4, 2025

Uplights Rates Engagement solution has been recognized as a Top Product in the Software and Cloud category for the E+E Leader Product & Project Awards, highlighting our commitment to driving energy and environmental improvements through customer-centric technology. The E+E Leader Product & Project Awards have recognized excellence in energy and environmental initiatives for over a Read More The post Uplight Recognized as an E+E Leader for Rates Engagement Solution!

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Engagement Customer Centricity Technology Customers 52

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2024