CSM Magazine
MAY 17, 2025
The rapid advancement of voice AI and speech analytics technologies is revolutionizing the way contact centers operate and deliver customer service. These innovations, integrated within modern customer experience (CX) software and contact center software , are enabling businesses to enhance agent performance, improve customer satisfaction, and streamline operations.
Customer Think
MAY 17, 2025
Empowers brands to attract customers with promotions and continuously improving loyalty program's performance.
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C3Centricity
MAY 17, 2025
Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?
CSM Magazine
MAY 17, 2025
The conclusion of a customer service interaction is just as important as its beginning. While initial greetings set the tone, the way you end the conversation determines how the customer feels about the overall experience. And as we all know, customer experiences matter. In fact, three in four consumers will spend more with businesses that provide a good customer experience.
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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 17, 2025
Words can shape every interaction, especially in customer support. Simple, thoughtful language can turn an average experience into one that feels personal and uplifting. Each positive word or phrase builds trust and shows customers they matter. Using the right language isnt just about sounding friendlyit has a real impact. People remember how you make them feel, and the words you choose can calm, reassure, or delight.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Think
MAY 17, 2025
AI-powered interactions are becoming more human-like, and businesses are embracing emotionally intelligent AI to enhance customer experience, powering what is projected to become a $13.8 billion market by 2032.
Customer Think
MAY 17, 2025
For most organizations, Voice of the Customer (VOC) means surveys and complaints. Both sources are routinely challenged by skeptics because the data represents only a small percentage of the customer experience.
Customer Think
MAY 17, 2025
In todays digital economy, IT support and customer service are no longer just back-end functionsthey are frontline drivers of business performance and brand loyalty. With customer expectations soaring and technical complexity rising, traditional service models often fall short. Long resolution times, fragmented systems, and reactive workflows hinder both the employee and customer experience.
Customer Think
MAY 17, 2025
Digital signage is entering a new era, driven by exciting novel advancements like colour e-paper, MicroLED displays, and AI-powered content. These innovations are enhancing customer engagement and sustainability by empowering brands to create more adaptable, efficient and immersive in-store experiences.
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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.
Customer Think
MAY 17, 2025
Combined technology and expertise will support clients with a deeper, data-driven understanding of their customers
Customer Think
MAY 17, 2025
In early March, I had the opportunity to present at Northwestern Law’s Data in Society course. Here are the reasons CRM matters more than many think. Introduction: Beyond the Customer Record The first CRMs were digital address books at best.
Customer Think
MAY 17, 2025
Brings together the power of AI, autonomous agents, seamless data export, and advanced mobile analytics
Customer Think
MAY 17, 2025
Podcast Todays interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO (the Fear of Reaching Out), the Great CX Paradox, why Omnichannel was a myth and how Rooms could be the answer.
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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.
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