Thematic
APRIL 21, 2025
Your users are your best source of feedback. Why? Because they're the ones actually using your product or service—experiencing firsthand what works, what doesn't, and what could be better. They spot the issues you might miss and highlight opportunities for improvements you may never have considered. That's why building a robust user feedback loop is crucial.
eglobalis
APRIL 23, 2025
In Part I of this series, we explored the core pillars of value creationeconomic exchanges, cost efficiency, ease of doing business, and growth enablement. These foundational dimensions ensure suppliers meet essential business expectations, providing a baseline for relevance. In Part II , we moved into the strategic and relational realms of value : building trust, tailoring engagement, co-creating innovation, and offering performance and service excellence.
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InMoment XI
APRIL 22, 2025
You cant fully predict customer behavior from day one. People are unpredictable, and what resonates with one group might fall flat with another. Thats where A/B testing shines. It helps you test messaging, support strategies, marketing campaigns, and experience variations to optimize interactions, streamline support processes, and improve the overall user experience.
Thematic
APRIL 21, 2025
Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. Unlike with B2C, where you get insights from individuals, in B2B, you get insights from an entire organization, often with multiple stakeholders involved in decisions. So, a B2C retailer might analyze one shopper’s buying habits, whereas a B2B company must understand a client account with multiple stakeholders and longer p
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.
InteractionMetrics
APRIL 24, 2025
Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if youve ever had a hard time canceling a subscription or fixing a billing issue, you know exactly why it matters. Has this ever happened to you? You clicked through five help articles, waited on hold for 20 minutes, and answered the same question twice.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
APRIL 22, 2025
I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something youve never had in stock? Some customers might still be angry that you do not have what they want. And even if they arent, whether the item is out of stock or you just dont carry it, that doesnt mean you cant make the customer happy.
Thematic
APRIL 21, 2025
Every customer support interaction is an opportunity to make a lasting impression. As Maya Angelou wisely said, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." This sentiment is especially true in customer service. A single unresolved issue or a delayed response can leave customers feeling undervalued, leading them to quietly take their business elsewhere.
CSM Magazine
APRIL 24, 2025
When did sustainability become something we only associate with recycling bins or solar panels? The truth is, sustainability goes far beyond environmental effortsits about how businesses treat people, manage resources, and operate day to day. A companys approach to customer service and its handling of something as essential as water quality both reflect a deeper commitment to long-term success and responsibility.
The DiJulius Group
APRIL 24, 2025
201: Navigating Uncertainty: The Opportunities of a Recession Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on.
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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.
ShepHyken
APRIL 21, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI? What is the difference between generative AI, analytical AI, and agentic AI? What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?
BirdEye
APRIL 23, 2025
In todays competitive landscape, customer experience (CX) in Australia is no longer a nice-to-haveits a strategic necessity. Australian consumers are more informed and connected and expect consistent, relevant interactions. Businesses that meet these expectations are gaining a clear edge. A focused CX strategy enhances customer satisfaction, loyalty, and overall business outcomes.
C3Centricity
APRIL 19, 2025
There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. As we navigate through 2025, the consumer landscape continues to shift at an unprecedented pace, challenging CPG brands to move beyond reactive strategies and embrace a truly consumer-centric approach.
Calabrio
APRIL 23, 2025
Workforce Management Workforce Innovation That Works for You: How Leading Contact Centers Are Staying Ahead in 2025 Jump ahead Rethinking Workforce Management: Innovation That Delivers Against Todays Biggest Challenges Explore Calabrios Latest Workforce Management Innovations Activity Request Sessions Notifications Vacation Planner Pro Real-Time Desktop Analytics Periodization The Bottom Line: It's About Outcomes Share Book a demo Lets get started The modern contact center is at a crossroad
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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.
ShepHyken
APRIL 21, 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. What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance (Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in custome
BirdEye
APRIL 24, 2025
Testimonial advertising has quietly become the most credible tool in a marketers arsenal not because its flashy, but because its real. When ad fatigue sets in and skepticism rises, polished campaigns fall short. What todays customers want isnt another bold promise they want proof. And nothing builds that faster than hearing directly from someone whos been in their shoes.
CSM Magazine
APRIL 25, 2025
Transparent promotions are transforming the online gaming industry by enhancing player experiences and fostering trust. By implementing clear communication strategies and timely resolutions, online casinos can significantly improve their reputation and player retention rates. One of the key strategies in this transformation is the use of incentives like no deposit bonuses.
The DiJulius Group
APRIL 25, 2025
The Modern-Day White-Collar Sweatshop Its 2025, and while AI, automation, and digital transformation continue to evolve how we do business, one thing hasnt changed for many organizations: the call center still feels like the white-collar sweatshop of our time. Picture a typical call centermaybe even your own. Rows of cubicles, standardized scripts, and laser focus.
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!
Calabrio
APRIL 24, 2025
Contact Center AI The Future is Now: How Contact Center AI is Transforming Workforce Performance & Customer Experience Jump ahead The AI Imperative in Today's Contact Centers Top Contact Center AI Trends & Use Cases How Calabrio Powers an AI-Driven Contact Center Preparing for the Future: How to Embrace Contact Center AI that Empowers Agents and Customers Fueland Future-ProofYour Growth with Purpose-Built Contact Center AI Share Book a demo Lets get started The contact center landsc
BirdEye
APRIL 25, 2025
Still stuck Googling How to get more views on TikTok ? Lets be honest: theres no thrill quite like watching the view count skyrocket on a TikTok video you just posted. But if as a content creator your videos are falling flat, even when you feel like youre doing everything right, youre not alone. Getting more views on TikTok in 2025 isnt just about luck its about strategy, timing, and knowing how TikToks algorithm actually works.
CSM Magazine
APRIL 24, 2025
Operating a business on a small scale presents numerous difficulties for owners. A significant workload exists for managing leads appointing meetings and handling payments. We have identified 5 essential tools that simplify the process of lead management, booking services, and payment handling. These solutions create substantial business value across organizations that are beginning operations or seeking to increase performance and perfection. 1. vcita When it comes to an all-in-one solution, vc
Gainsight
APRIL 24, 2025
Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce or is it time to invest in something purpose-built? Its a classic debate. CRMs are already in place and familiar with go-to-market (GTM) teams. But as Customer Success (CS) becomes more strategic, more teams are realizing that a CRM isnt enough to support the post-sales journey.
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!
Calabrio
APRIL 24, 2025
Customer Experience Contact Center AI How Automated Quality Management is Revolutionizing Agent & Customer Experience Jump ahead What is Automated Quality Management? The Problem with Manual Quality Assurance: Why AQM is Essential Defining Automated Quality Management: How It Works Key Features & Capabilities of Top Auto QM Systems The Transformative Benefits of Automated Quality Management Implementing AQM: What to Consider Calabrio's Enhanced Approach to Automated Quality Manageme
BirdEye
APRIL 25, 2025
SEO for small business Australia is now one of the most reliable ways to get noticed online. With more people turning to Google to find local services, stores, and products, showing up in search results can directly translate into more enquiries, bookings, and sales. Whether you run a caf in Sydney, a plumbing service in Melbourne, or an online boutique in Brisbane, SEO success comes down to being visible at the right timewhen local customers actively search for your offer.
CSM Magazine
APRIL 25, 2025
High-quality customer service is required for any business to succeed. It helps in retaining existing customers while attracting new ones through positive word-of-mouth. However, many businesses struggle to maintain exceptional customer service standards without feeling overwhelmed by their clienteles demands. Providing outstanding customer service can be demanding, requiring careful planning and execution.
Optimove
APRIL 23, 2025
Re-engage your churned customers with this guide Download Now Why it Matters: Customer retention is essential to brand growth and loyalty cannot be taken for granted. Even as most consumers stay connected to their go-to brands, 47% are still exploring alternatives every week. This makes retention especially challenging in retail, where competitive pricing and endless choice create constant churn risk.
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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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