Thematic

APRIL 30, 2025

It’s no secret that winning brand loyalty is harder than ever. Nearly half of the customers who ditched a brand they once loved in the past year cite poor experiences as the reason. With endless options a click away, consumers won’t stick around after bad interactions. So how can businesses turn the tide on declining loyalty? The answer lies in harnessing customer engagement insights—the rich clues hidden in how your customers behave and what they say.

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Loyalty Customer Engagement Insights Engagement 62

eglobalis

APRIL 27, 2025

In tr od uc ti on [link] Agentic AI has emerged as a next-frontier concept in artificial intelligence, promising a paradigm shift in how businesses engage with customers. Unlike traditional or even generative AI, which react to prompts by producing content, Agentic AI refers to AI agents endowed with autonomous decision-making able to set goals, reason, and take actions with minimal human input.

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Experience Investigators by 360Connext

APRIL 29, 2025

Customer experience initiatives aren’t delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality. In this thought-provoking episode, we tackle a question about aligning a company’s CX mission statement with the actual employee experience.

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Employee Experience Customer Satisfaction Connections Interaction 143

ShepHyken

APRIL 29, 2025

So you dont have to These five words are powerful, and whether or not customers realize it, they love them. Think about what makes certain companies stand out from their competitors. Is it their product? Is it price? These matter, but as Ive been preaching for decades, the differentiator is the customer experience. And specifically, the experience I want to focus on in this article is convenience.

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Workshop Customer Service Training Customers Customer Service 80

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

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.

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Brands Contact Center Demo Books 124

CSM Magazine

APRIL 29, 2025

Certain cities across the United States stand out as hubs for outstanding customer service, setting benchmarks for others to follow. Whether youre a customer seeking the best experiences or a business looking to learn from the best, here are the top US cities renowned for their amazing customer service. 1. Seattle, WA The Home of Empathy and Innovation Seattle has carved its place as a trailblazer in customer service, thanks to its innovative tech culture and deep commitment to empathy.

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Customer Service Tourism Hospitality Exceptional Customer Service 52

ShepHyken

APRIL 29, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a ‘wow moment’ in customer interactions? How can organizations operationalize positive customer feedback? How can an organization create a workplace culture focused on providing an amazing customer experience? Why is it important for employees to have clear goals and expectations?

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Culture Feedback Books Interaction 77

CX University

APRIL 29, 2025

In my Golden Rules of CX series, I started with the bold assertion that achieving extraordinary results requires courage. Customer Experience (CX) practitioners often struggle to secure budget approval due to institutional resistance. One of the biggest obstacles to transformative CX are organizational silos – structural and behavioral barriers that hinder collaboration, innovation, and customer-centric thinking.

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2008 Leadership 2024 Innovation 52

Thematic

MAY 1, 2025

Customer loyalty isn’t just a feel-good concept—it’s a growth engine. As the Wyndham CMO puts it, “Not only are our rewards members repeat visitors, they spend more when they return and they return more often… They also have a higher affinity to say to friends and family, ‘You should be staying at these brands, too.

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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

APRIL 29, 2025

Digital customer experiences demand speed and convenience at every step in the buyer’s journey, and payments are no exception. Real-time payment systems are game-changers for meeting these expectations. They’re effectively revolutionizing the CX landscape by delivering instant transactions, enhanced transparency, and reduced friction. This shift is satisfying instant gratification while inspiring trust, facilitating financial management, and creating new business opportunities.

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Consumers E Commerce Financial Banking 52

ShepHyken

APRIL 27, 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. Valuable Experience by William Grobel (Deloitte) CX is a significant influence on revenue and 87 per cent of business leaders say its their top growth driver.

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2025 Article Customer Service Workshop 74

BirdEye

APRIL 29, 2025

If you run a business, you’ve likely asked yourself this question: how do reviews improve search performance? Well, online reviews dont merely boost your reputationthey significantly shape customer behavior, drive visibility, and grow your business. Imagine a customer leaving a 5-star review for your business. Within days, you notice more Google searches for your business, increased website traffic, and a surge in Get directions clicks.

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Customer Engagement Engagement 2025 Hospitality 52

Thematic

APRIL 29, 2025

If you work on a Voice of Customer (VoC) team, you already know the drill: feedback is everywhere. It’s coming in through surveys, support tickets, online reviews, call transcripts, social posts—you name it. There’s no shortage of voices. The hard part is a) actually making sense of it all, especially when every tool speaks a different language, and b) acting on all this feedback in a way that drives company growth.

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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

APRIL 30, 2025

Moving can be one of the most stressful experiences in life, often filled with uncertainty and a thousand details to manage. Whether you’re packing up your entire home or just a single apartment, having reliable movers you can trust is key. Luckily, many moving companies in Texas are stepping up their game by focusing on ways to improve customer service.

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Customer Service Customer Satisfaction Innovation 2030 52

Integrity Solutions

MAY 2, 2025

As sales organizations embrace new technologies and adapt to shifting buyer expectations, many find themselves at a crossroads. The proliferation of tools and access to a wealth of data points are allowing salespeople to gain more insights about their customers and prospects so they can better personalize their approach. Digital technologies and automation are also helping to improve efficiencies and take some of the more tedious aspects of the sales process off the salesperson’s plate.

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Sales Demo Insights Culture 52

Calabrio

APRIL 29, 2025

Workforce Management Built for Care: Why Workforce Management Is Critical to Healthcare’s Next Chapter Inside the growing healthcare WFM marketand why scalable, intelligent staffing is now mission-critical for health systems. Jump ahead The High-Stakes Reality of Healthcare Staffing Healthcare WFM: A Market on the Rise Outdated Tools Are Holding Healthcare Back The ROI of Modern Workforce Management for Healthcare Built for Care, Built for Whats Next Share Book a demo Lets get started The

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CX University

APRIL 29, 2025

CX University, a leading global trainer of Customer Experience (CX) professional development, is proud to announce a strategic partnership with The Bridge Academy, Indonesias premier CX consulting and training company. This collaboration aims to enhance CX competencies among Indonesian professionals by integrating global best practices with localized insights.

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Customer Experience 2025 Customer Centricity Consulting 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

Gainsight

APRIL 29, 2025

Adopting new solutions involves more than sitting through a few training modulesand this is particularly true for Customer Success (CS). In fact, much of the work to make the switch successful happens before companies even sign a contract. CS teams need to evaluate their needs, prepare their employees, and figure out their goals once the new platform is adopted.

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Leadership Roadmap Metrics Innovation 52

Optimove

APRIL 29, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2025 was THE premier user conference for marketers in the past year. The worlds top marketing professionals came together to share knowledge, discover winning strategies, and explore the future of customer-led marketing. Now, marketers can watch the sessions from the main stage during the event to gain real-world case studies and game-changing innovations in becoming Positionless Marketers.

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CX Journey

APRIL 30, 2025

Personas are fictional characters that are created to represent ideal prospects or actual customers based on needs, pain points, problems to be solved, jobs to be done, preferences, expectations, goals, and more. Personas are research based, created by starting with customer interviews and then fine tuning with validation surveys. I also advocate for using some of the bread crumbs of data that customers leave behind as they interact and transact with the brand to make these personas more robust

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Workshop Books Roadmap Customer Centricity 79

CSM Magazine

APRIL 30, 2025

GeoComputing Group , a leading vendor in highly specialized petro-technical IT solutions, announced today that it has opened a support center in Perth, Australia and its existing centers in Houston and Aberdeen, Scotland. This expansion allows GeoComputing to support its oil, gas, energy, and other geoscience customers 24 hours a day from any location with its RiVA geotechnical computing platform.

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E-support 2004 Return on Investment Consulting 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

Customer Think

MAY 2, 2025

In an age where customers have seemingly infinite choice and near-instant access to alternatives, how a business delivers is often just as important as what it delivers.

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Customer Experience Customers Management Voice of Customer 53

Optimove

APRIL 29, 2025

Take your customer segmentation to the next level with our advanced guide Download Now About YesPlay YesPlay is South Africa’s premier iGaming platform, offering a comprehensive suite of entertainment options including slots, casino, lottery, crash games, and sports betting. As one of the fastest-growing operators in the region, YesPlay has established itself as the ultimate destination for players seeking a diverse and engaging gaming experience.

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Technology Entertainment Sports Download 52

Forrester's Customer Insights

MAY 2, 2025

When companies improve both brand equity and CX TOGETHER, there is a significant revenue uplift. Learn more atCX Summit EMEAJune 24, 2025, in London.

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2025 Brands B2C Marketing 26

TechSee

APRIL 30, 2025

In the fast-paced world of service delivery, the most significant threat isn’t always external competition—it’s the silent erosion of internal expertise.​ Tribal knowledge—the unwritten, experience-based insights held by agents, technicians, and service staff—drives efficient resolutions, smooth workflows, and high customer satisfaction.

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2029 Contact Center Competitive Advantage Customer Satisfaction 124

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2024