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

InMoment XI

MAY 14, 2025

The AERs Customer Engagement Toolkit is pushing energy providers to change how they engage with customers. Heres what it meansand how your brand can benefit. Are we doing enough to build trust with our customers? What does meaningful engagement actually look like? Where do we start without overwhelming our teams? If youre a CX leader in the energy sector, these questions probably feel familiar.

Brands 195

Brands Feedback Customer Engagement Engagement 195

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

Thematic

MAY 13, 2025

The Challenge: Hearing Our Customers Through the Noise When we rebuilt our Voice of Customer (VoC) program at Mitre 10 five years ago, we thought we had it all figured out. We'd implemented comprehensive retail and trade feedback systems, built-in closed-loop feedback processes, and aligned everything with our new brand promise: "With You All the Way." But something was still missing.

Voice of Customer 62

Voice of Customer NPS B2B Retail 62

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

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

Blueshift

MAY 14, 2025

If you’re looking for Klaviyo alternatives because you feel like you’ve hit a ceiling with what it can offer, you’re not alone. Klaviyo has established itself as a robust email marketing platform, offering features like advanced segmentation, automation workflows, and seamless e-commerce integrations. These capabilities have made it a popular choice for many businesses aiming to enhance their email marketing strategies.

E Commerce 59

E Commerce Marketing E-support Touchpoint 59

Thematic

MAY 13, 2025

When you read through customer feedback, you can often tell if the tone is positive or negative. But how do you quantify those feelings across thousands of comments? Answer: sentiment score Derived from sentiment analysis of customer feedback, a sentiment score gives CX and Voice of Customer (VoC) professionals a quick, quantifiable measure of customer emotion.

NPS 62

NPS Net Promoter Score Metrics Feedback 62

CSM Magazine

MAY 14, 2025

Customer service is no longer plainly about solving problemsits about creating experiences people remember. In 2025, customers expect faster responses, smoother journeys, and a personal touch, whether chatting with a bot or speaking to a real person. To keep up, companies are turning to industry leaders and experts, setting the tone for what great service looks like today.

2025 52

2025 Customer Service Hospitality Omnichannel 52

PeopleMetrics

MAY 15, 2025

When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.

Marketing 62

Marketing Events Feedback NPS 62

Advertisement

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

ChurnZero

MAY 16, 2025

It’s the ultimate technology dilemma for customer teams and the execs who control budgets: should you buy or build your customer success platform? When presenting a business case for a customer success platform, you can expect this to be the primary objection of a CEO or CFO: can we build this in our CRM instead of buying a new tool? Should you use the tools you already have to build something that will kind ofget you what youre looking for, or should you buy a tool developed for that spec

Customer Success 52

Customer Success Financial Customers Insights 52

Optimove

MAY 13, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Generic campaigns just dont cut it anymore especially during peak shopping weeks. Customers expect personalized, timely, and relevant interactions across all channels. To maximize engagement and ROI, brands must move beyond basic segmentation methods and embrace dynamic, behavior-driven customer segmentation that adapts in real-time.

Download 52

Download Retail ROI Customer Journey 52

CSM Magazine

MAY 14, 2025

In the fast-paced world of online slots, where players spin reels from every corner of the globe, exceptional customer service stands as a cornerstone of success. Why customer service matters cannot be overstatedit shapes the player experience, fosters trust, and drives business growth for online casinos. Unlike traditional casinos, where face-to-face interactions build rapport, online platforms rely on responsive, empathetic support to create a welcoming environment.

Customer Service 52

Customer Service Exceptional Customer Service Loyalty Entertainment 52

PeopleMetrics

MAY 13, 2025

The recent indictment of Op4G and Slice confirmed what many of us already suspected: The traditional online panel model is under strain and bad actors have been taking advantage of it for years. Whats next isnt just fraud detection. Its a complete rethinking of how high-quality research participants are sourced. Thats where Custom Research Panels come in.

Marketing 62

Marketing Financial Events Culture 62

Advertisement

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

Calabrio

MAY 14, 2025

Workforce Management Workforce Forecasting: How to Predict Staffing Needs Jump ahead Key Takeaways What is Workforce Forecasting? Why Workforce Forecasting is Important Key Methods for Workforce Forecasting Metrics to Track for Accurate Forecasting Step-by-Step Guide to Forecasting Staffing Needs Common Challenges and Solutions How Calabrio Can Help with Workforce Forecasting Best Practices for Implementation Understanding Forecasting with Calabrio Share Book a demo Lets get started Right now, c

Contact Center 52

Contact Center 2025 Multi-Channel Metrics 52

Customer Think

MAY 13, 2025

Exceptional customer experience is a superpower. Its what sets you apartand its what todays customers expect. Small and medium businesses thrive when they deliver standout, personalized experiences. You run lean. You move fast. You stay close to your customers. But complexity? Its the enemy.

Customer Experience 49

Customer Experience Customer Expectations Customers Loyalty 49

CSM Magazine

MAY 15, 2025

With rapid growth comes growing pains, and fresh data from the Financial Ombudsman Service (FOS) suggests some of the fintech giants are also leading in a less favorable area customer complaints. The State of Fintech Complaints According to the FOS, and reported by City AM , Revolut and Monzo led the pack in customer complaints, closely followed by Wise, Starling, and Zopa.

2024 52

2024 Banking Innovation Customer Satisfaction 52

Optimove

MAY 14, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Optimove Insights is the analytical and research arm of Optimove, the #1 CRM Marketing Solution for iGaming and Sports Betting. For iGaming operators, Optimove Insights Pulse Snapshot reveals how regional and seasonal dynamics shape betting behavior, providing a vital edge for optimizing acquisition and retention strategies.

Insights 52

Insights 2025 2024 Sports 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

ShepHyken

MAY 12, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the benefits of combining technology with personal interaction in customer service? What role does listening play in improving the customer experience? How important is it for businesses to include digital and human touchpoints in customer interactions?

Net Promoter Score 96

Net Promoter Score Hotels Healthcare Customer Satisfaction 96

Think Customers

MAY 13, 2025

Traditional quality assurance (QA) tools have always had limitations. They typically capture less than 3% of interactions, which means theres no way they cant deliver a complete picture of customer sentiment, satisfaction, or whats really happening in the contact center. As consumer expectations rise, crafting a customer experience (CX) strategy around such a small sample size no longer makes sense.

Insights 52

Insights Contact Center Webinar Interaction 52

CSM Magazine

MAY 14, 2025

Field operations used to be a straightforward game. A call came in, a job was logged, someone got in a truck, and it got done. But that rhythm doesn’t hum like it used to. These days, the pressure is different. Crews face more demands in less time. Customers expect instant updates. Systems dont talk to each other. And through all of it, support teams often struggle to keep up.

Customer Service 52

Customer Service Customers Culture Information 52

Customer Think

MAY 13, 2025

From our first jobs to climbing the ranks to CEO, one thing remains constantcustomer relationships and satisfaction are the most critical aspects of any job. In recent years, technological advancements have played an instrumental role in enhancing customer experience, with AI agents, advanced analytics, and product visibility tools leading the charge.

Technology 84

Technology Customer Experience Loyalty Customers 84

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

ShepHyken

MAY 13, 2025

Recently, I had an experience with a company and thought, I hate this … Why do they make me do this? This question wasnt because of curiosity. No, I was thinking that this is something other customers must hate as well, but they make them do it anyway. So, I started a personal brainstorming session to list various processes, requirements, policies, rules, and more that cause customers to question why they continue to do business with these companies.

Hotels 93

Hotels Workshop Advertising Customer Service Training 93

Help Scout

MAY 14, 2025

Discover the 10 best chatbots for customer service teams, from help desks with chatbot features to standalone plug-and-play options.

2025 45

2025 Customer Service Article Customers 45

CSM Magazine

MAY 14, 2025

In 2025, Affiliate marketers will have to enhance their strategies to continue competing profitably and on a sustained basis. Basic link placement on blogs and social media was no longer sufficient to achieve success, and strategic execution based on audience engagement, data analysis, and market flexibility was made mandatory. These are the best strategies in order to scale your affiliate marketing earnings, regardless of how much experience you have.

2025 52

2025 Marketing Return on Investment Social Media 52

InMoment XI

MAY 14, 2025

A note to InMoment clients from Kyle Ferguson, CEO of Press Ganey Forstas Cross-Industries Division Today is an exciting day for experience technology InMoment is now officially part of Press Ganey Forsta , a leading provider of experience measurement, data analytics and insights. Let me start by saying how genuinely excited I am to welcome InMoments clients, employees, and partners into the Press Ganey Forsta family.

Roadmap 195

Roadmap Insurance Healthcare Innovation 195

Advertisement

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.

2024