Interactions
APRIL 15, 2025
In todays hyper-competitive business landscape, customers expect seamless and frictionless experiences. If your brand makes customers jump through hoops to resolve an issue, they wont just be frustrated, theyll leave. Research shows that 96% of customers who experience high-effort interactions become disloyal. On the flip side, reducing effort can increase repurchase intent by up to 94%.
eglobalis
APRIL 15, 2025
Part II: Building Strategic Value Through Trust, Flexibility, and Innovation [link] Introduction: When Core Value Isnt Enough In Part I of this series, we explored the foundational pillars of B2B value creationdimensions like risk mitigation, customer experience, cost reduction , and operational efficiency. These remain essential. However, in many industriesparticularly tech, telecom, high-tech manufacturing, and B2B services foundational capabilities no longer guarantee differentiation.
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InMoment XI
APRIL 17, 2025
Is our response rate too low? What can we do to improve it? Should we provide an incentive for people to respond? As a customer experience (CX) leader, these are all questions youve likely faced many times before. However, these relatively simple questions have somewhat complex answers. Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand.
Experience Investigators by 360Connext
APRIL 16, 2025
The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes. The past few weeks have been a whirlwind. Tariffs, market swings, shifting economic signalsevery day seems to bring a new plot twist.
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.
Calabrio
APRIL 15, 2025
Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
APRIL 18, 2025
Customer expectations are changing rapidlyand in this fast-paced world, companies that get it right arent just keeping up; theyre leading the way. Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction. Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships.
Experience Investigators by 360Connext
APRIL 15, 2025
Customer experience leadership is not just about gathering insightsit’s about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard , Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.
SurveySensum
APRIL 16, 2025
Your CRM is smart. But is it futuristic? It knows your customers names, emails, and past purchases. But does it know what they actually want? Whats frustrating them? What will make them hit buy instead of bouncing to your competitor? Thats where CRM surveys come in. Consider them as a straight line into the opinions of your consumers. The result? Smarter marketing, better sales, and a customer experience that keeps people coming back.
BirdEye
APRIL 15, 2025
With over 56.2 million social media users in the UK, it’s clear that platforms like Instagram, LinkedIn, TikTok, and X (formerly Twitter) are more than just spaces for sharing selfies or updates. Theyre powerful tools that shape public perception and brand identity. In todays digital world, where social media is tightly woven into both personal and professional life, the line between the two is increasingly blurred.
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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.
CSM Magazine
APRIL 16, 2025
In recent years the construction industry has experienced significant changes driven by technological advancements. One of the leading innovations reshaping the sector is the integration of Enterprise Resource Planning (ERP) systems with Customer Relationship Management (CRM) solutions. This powerful combination facilitates streamlined operations while enhancing customer interactions, ultimately leading to improved project outcomes and customer satisfaction.
Think Customers
APRIL 15, 2025
When it comes to revenue generation, every sale is important. The right sales strategy (and a team ready to put it into action) is critical to meeting business goals and driving ROI but the sales landscape is evolving quickly. AI-powered tools are giving sales teams more insights at their fingertips than theyve ever had before. Using those insights to understand customers better, identify sales opportunities during service interactions, and improve associate coaching can help organizations driv
SurveySensum
APRIL 15, 2025
Do you know what your customers really want? If you’re actively listening to their feedback, then you probably have a good idea. However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. VoC tools allow you to discover how your customers feel about your products and services, understand their expectations, and find ways to deliver the best customer experience possible.
BirdEye
APRIL 15, 2025
Attraction marketing is built for the moment were inwhere customers dont want to be pitched, pressured, or pushed. They want answers. They want proof. And they want to decide on their terms, not yours. If your ads are getting skipped, emails ignored, and posts fall flat, its not your product or serviceits your approach. What customers want now is value firstreal help, not hype.
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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.
Optimove
APRIL 16, 2025
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Marketers will learn how to turn deep customer understanding into real-time, personalized engagement even in the face of economic uncertainty. This blog explores how Positionless Marketing empowers teams to break down silos, move faster, and act on customer data with confidence.
inQuba
APRIL 16, 2025
The rapid advancements in AI for customer experience (CX) have raised expectations, but many organizations still struggle to deliver truly seamless and personalized service. Why? Because AI, especially chatbots, often lack the essential ingredients: context. To unlock the full potential of AI in CX, businesses need to embrace customer journey management solutions and thats where www.inquba.com leads the way.
Alida
APRIL 15, 2025
In today's digital landscape, understanding user behavior is paramount to creating products that resonate with audiences. User Experience (UX) Analytics offers a data-driven approach to deciphering user interactions, enabling businesses to refine their offerings for optimal engagement and satisfaction.
BirdEye
APRIL 13, 2025
In 2025, Pinterest UK is no longer just a digital mood boardits a fully-fledged marketplace where discovery, inspiration, and shopping seamlessly collide. Whether you’re a content creator, a brand, or a small business owner, Pinterest has evolved into one of the most powerful platforms for turning visual inspiration into real-world consumer action.
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!
CSM Magazine
APRIL 18, 2025
Is your business choosing to manage tickets directly through Slack? Using a ticketing system for Slack allows you to resolve customer issues without leaving your communication platform. This piece will guide you through the best that Slack has to offer when it comes to support through internal and external tools or integrations that will not only boost but also streamline your support team operations.
InteractionMetrics
APRIL 17, 2025
Qualtrics is the industry standard for customer experience surveys. But that doesnt mean its the right fit for everyone. If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. But for most companies? It might be too expensive, clunky, or bloated with features youll never use. The interface is dense, the support may not be as responsive as you need, and the learning curve is steep.
Gainsight
APRIL 16, 2025
Theres something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. They experience your company aswell, your company (and product) as one journey.
Comm100
APRIL 16, 2025
Customer support teams are under more pressure than ever. Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.
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!
Doing CX Right
APRIL 13, 2025
AI voice agents are already on the front lines of customer experience translating, troubleshooting, and learning from every call. But here's the twist: the real ROI isnt in automation. Its in how you design the experience. Stacy Sherman and Richard Lin reveal the high-stakes decisions that turn voice AI from a cost-saver into a brand-builder. The post AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI appeared first on Doing CX Right.
eGain Blogs
APRIL 15, 2025
Introduction: The Dawn of a New System of Record Enterprise architecture has historically centered around critical systems of recordERP for financial data, CRM for customer relationships, HCM for employee information. These foundational platforms have powered enterprise operations for decades, establishing the guardrails and frameworks that enable reliable business processes.
Gainsight
APRIL 15, 2025
Welcome to the grandestor Grande-ist stage of Customer Success: Pulse 2025! Set against the dazzling backdrop of Las Vegas, a city synonymous with dreams and possibilities, our conference, themed around the beloved musical Wicked, promises to enchant and empower. On May 28th and 29th, Gainsight invites you to transform into students of Shiz University in the land of Oz, where innovation and ambition will meet at the intersection of customer success.
Comm100
APRIL 15, 2025
We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients.
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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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