Doing CX Right
MAY 4, 2025
When customer experiences go wrong, they escalate to executives and damage your brand in public. Stacy Sherman shares how to fix the root causebefore it gets that far. The post The Hidden Cost of Executive Escalations And How to End It appeared first on Doing CX Right.
BlueOcean
MAY 7, 2025
Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if its implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, your revolutionary analytics platformthey’re all just expensive disappointments waiting to happen without a strategic implementation pl
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Retently
MAY 5, 2025
Table of Contents Main Takeaways What CSAT Scores Are Really Telling Us Where AI Assistants Go Wrong The Human Touch Still Wins (Even in AI-Supported Systems) What High-CSAT Brands Are Doing Differently Building a Better AI Customer Service Strategy with CSAT Feedback Final Thoughts Remember the buzz a few years back? AI-powered agents have been hailed as the future of ecommerce customer service by solving every support headache: answer questions in seconds, work 24/7, and cost a fraction of a f
CX Journey
MAY 7, 2025
Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used?
Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything.
Thematic
MAY 5, 2025
Imagine you're a business leader swimming in data—customer feedback comments, web analytics, sales figures, support tickets—raw data everywhere, but actionable insights are hard to come by. Many organizations today know data-driven decision making in theory, yet in practice their legacy systems can’t keep up with the speed and complexity needed for great customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Brandwatch CX
MAY 9, 2025
Building a relationship with your customers can ensure a long and healthy relationship. Bydefining what your brand stands for and it’s brand personality, you can build brand affinity with consumers. Increasing the emotional reasoning behind a purchase can override more rational decisions. The key is understanding the audience you are selling to, and selling thema consistent message.
Maru Group
MAY 8, 2025
Customer expectations have changed when it comes to home deliveries, and smart brands are delivering more to cater for the increasingly complex logistics in their customers lives. Half of UK consumers say that real-time, accurate delivery updates are more important to them now than before the pandemic, and perhaps surprisingly this is significantly higher amongst those with a hybrid working arrangement.
Thematic
MAY 7, 2025
Investing in customer experience (CX) initiatives pays off—research shows a $1B company can gain an extra $700M in revenue within 3 years by improving CX. The challenge is knowing where to invest for maximum impact. Enter thematic analysis —analyze customer feedback for recurring patterns and urgent concerns. When you analyze customer feedback at scale, CX teams can uncover what matters most—what’s working, what’s not, and where the biggest opportunities lie.
Comm100
MAY 7, 2025
The best support agents in any organization are easily recognizable; they remain calm under pressure, are lightning-fast with their answers, and are extremely detail-oriented. Now imagine giving every agent on the team the same superpowers. Thats the promise of AI Copilots. Theyre not here to replace your team; theyre here to amplify their impact. From surfacing the right information at the right time to rewriting responses with perfect tone and clarity, AI Copilots work behind the scenes to rem
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.
CSM Magazine
MAY 9, 2025
Customer experience (CX) is shaped by every interaction a customer has with your business, from first contact to final service. Service leaders – those who focus on supporting and empowering employees – play an essential role in improving this experience. By prioritising their teams needs, they create environments where staff can perform at their best.
Maru Group
MAY 8, 2025
Written By Sarah Beams Customer expectations have changed when it comes to home deliveries, and smart brands are delivering more to cater for the increasingly complex logistics in their customers’ lives. Half of UK consumers say that real-time, accurate delivery updates are more important to them now than before the pandemic, and, perhaps surprisingly, this is significantly higher amongst those with a hybrid working arrangement.
ChurnZero
MAY 8, 2025
Sarah Kiley is chief sales officer at ChurnZero. With growth rates slowing and investors demanding profitability and efficiency, its no surprise that companies are being judged not only by how fast they grow, but even more critically by how well they retain. This is why gross revenue retention (GRR) is a top metric for SaaS boards in 2025. In fact, GRR isnt just a metricits a multiplier.
Calabrio
MAY 8, 2025
Digital Transformation Cloud vs. On-Premise Contact Centers: Which Model Will Drive Your Business Forward? Jump ahead Understanding the Fundamentals: Defining On-Premise and Cloud Contact Centers The Core Comparison: Cloud vs. On-Premise Contact Center Solutions Deep Dive: The Overwhelming Benefits of Cloud Contact Centers Meeting Skyrocketing Customer Expectations: The (Cloud) Omnichannel Imperative Addressing the Challenges of On-Premise Contact Center Solutions Making the Switch: Migrating fr
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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
MAY 9, 2025
Customers expect a lot from support teams these days. Whether you’re aiming for your first customer service job or hiring your next great rep, interview prep is a must. In my years of hiring, I’ve seen how the right questions sift out candidates who really listen, care, and adaptespecially when tech is always shifting the goalposts. In 2025, customer service interviews go beyond the basics.
Maru Group
MAY 6, 2025
Written By Steve Brockway As Marks and Spencer continue to suffer through one of the worst cases of cyber disruption in recent memory, all eyes are on their response and whether the fallout from the attack will continue to hit their bottom line in the long term. We wanted to see just how much of an effect a cyber-incident of this scale can have on an organisation, even one as established and reputable as M&S – and whether a brand’s reputation can actually help them to better survive an attac
PeopleMetrics
MAY 8, 2025
The $10 million fraud scheme involving Op4G and Slice shocked the industry. And it should have. But here's what most people missed this fraud wasnt even sophisticated. It was carried out by real people manually taking fake surveys (using VPNs, screeners scripts, and coaching instructions) and they still got away with it for almost a decade. Heres the money quote from the indictment: These instructions included directions on how to answer survey screener questions, provided parameters on how lon
Forrester's Customer Insights
MAY 8, 2025
Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences.
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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.
Inbenta
MAY 9, 2025
Many companies rush to adopt AI, particularly Generative AI, but can falter due to poor data prep and challenges with integration. As Inbenta CEO Melissa Solis explains, clean, accurate data is essential, as is any solutions ability to integrate with a companys existing systems. By focusing on specific goals and working with adaptable AI providers like Inbenta, companies can overcome many of these issues to effectively implement AI solutions and improve how their business operates.
The DiJulius Group
MAY 8, 2025
Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of. Read Full Article The post The Most Effective Ways to Train Gen Z on Customer Service appeared first on The DiJulius Group.
SurveySensum
MAY 9, 2025
Are you truly listening to your patients? Because heres something to think about: two out of three patients have had a negative experience with a healthcare provider. Thats nearly half of your patients walking away with frustration that couldve been avoided. Thats why collecting patient feedback is key to improving care where it matters most. With the right patient satisfaction survey, you can uncover whats working, fix whats not, and create an experience where patients feel heard.
Thematic
MAY 8, 2025
Customer reviews are often the first place product and CX teams go when something feels off—but they’re rarely treated as a reliable source of strategic insight. They’re scattered across platforms, inconsistent in tone, and filled with noise. Parsing them at scale feels like more trouble than it’s worth. But when done right, review data can reveal exactly where customers are getting stuck, what features are falling short, and what moments genuinely delight—acro
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
MAY 6, 2025
Jane Price, Vice President of Product Marketing, BluStream BluStream ,the leader in product experience for CPG, subscription, and retail, announced its continued growth and strengthenedleadership team to meet the increased demand for customer connection throughout the product ownership experience. BluStream helps brands build long-term retention, cross-selling, and customer insight strategies that are critical in today’s economic environment.
Customer Think
MAY 7, 2025
In a world where customer expectations are evolving faster than ever, businesses are under increasing pressure to deliver not just service, but exceptional experiences. Enter Artificial Intelligence (AI), a transformative force that is rapidly reshaping how organizations approach customer engagement.
BirdEye
MAY 9, 2025
If youve noticed that collecting customer reviews is getting tougher every year, youre not alone. One of the biggest review request trends in 2025 shows that businesses of all sizes are struggling to get that first response. Theyre sending out review requests, but fewer customers seem to respond on the first try. Birdeyes annual State of Online Reviews 2025 report analyzed millions of reviews from over 150,000 businesses, revealing that brands need to make more effort than ever to get reviews.
Optimove
MAY 8, 2025
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketing teams are constantly under pressure to do more with less, especially when it comes to delivering timely, personalized content. Customers demand real-time updates, personalized offers, and messages that feel they were made just for them. But as any marketer knows, getting the right content into campaigns isn’t always easy.
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!
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