Trending Articles

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From Buzzword to Boardroom: Is Empathy Really Driving Results in CX?

eglobalis

Empathy in customer experience is essential, but businesses must follow through with actionable solutions that drive results and improve growth and client retention. The Gist Action over sentiment. Empathy alone isnt enough. Swift, measurable actions must follow to resolve issues and drive client satisfaction. Proactive problem-solving. Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate.

Analytics 239
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Lesson #15 Revisited: You Can’t Do This Alone – Building the Right Internal Team for VoC in the Age of AI

PeopleMetrics

No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. In this lesson, were focusing on the internal help youll need. (In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable.

Analysis 109
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How Online Reviews Drive In-Store Traffic: Tips for Success

InMoment XI

Whether you run a small business or a global enterprise, you need to have customers constantly coming through your doors to promote business continuity and growth. For retail businesses with brick-and-mortar stores, customer reviews are one of the most effective ways to increase traffic and drive offline sales. With 36% of customers browsing two review sites and 41% checking three or more sites when deciding which local businesses to visit, the power of online reviews is undeniable.

Tips 195
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Student Support 2.0: The Playbook for a Frictionless University Experience

Comm100

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life. Thats the reality in many universities today.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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Today’s QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

Bill Quiseng

English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

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See the Future of Customer Experience: How Agentic AI is Transforming Enterprise Service in 2025

TechSee

Introduction The future of customer experience (CX) is here, and it’s visual. As enterprises strive to restore satisfaction to people’s technology experiences, agentic AI has emerged as the transformative force that’s helping them see the path forward. Recent research by TechSee’s Visionary CX Lab reveals how businesses are moving beyond basic chatbots to embrace sophisticated, vision-powered AI solutions that can see, understand, and resolve customer challenges autonomou

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How AI is Revolutionizing the World of Sports Betting

Comm100

I could start this article with a history of how technology has impacted sports betting. I could drone on about the incremental benefits that iGaming operators get whenever a new tool, platform, or algorithm enters the mix. Faster odds updates, smoother interfaces, sharper risk management. All useful, sure. I wouldnt fault you for putting the dawn of AI in that same bucket.

Sports 130
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Six Game-Changing AI Customer Service and CX Strategies

ShepHyken

AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyones racing to implement AI, many are missing the most important part keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the

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Lesson #14 Revisited: Voice of Customer (VoC) Communications in the Age of AI - A 2025 Perspective

PeopleMetrics

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Looking back and re-reading this chapter, I had to laugh. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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Using Amazon Rekognition to improve bicycle safety

AWS Machine Learning

To better protect themselves, many cyclists are starting to ride with cameras mounted to the front or back of their bicycle. In this blog post, I will demonstrate a machine learning solution that cyclists can use to better identify close calls. The architecture of the solution uses Amazon Rekognition to detect vehicles in recorded bike ride videos. It then analyzes the video to determine if any vehicles are passing too close to the cyclist, within the 3-foot safe distance required by law.

Video 94
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Mastering customer health for complex enterprise relationships

Totango

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

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How Cross-Country Moving Companies Can Deliver Superior Customer Service

CSM Magazine

Relocating across the country is no small feat. It comes with logistical challenges, emotional stress, and a ticking clock. Thats why cross country movers play such a critical role in ensuring the entire process goes smoothly. However, superior customer service is what truly sets the best moving companies apart. After all, packing and transporting belongings is just one part of the jobmaking customers feel supported, heard, and reassured is equally important.

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Top 5 Customer Service & CX Articles for Week of February 17, 2025

ShepHyken

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. Speaking Your Customers Love Language: 5 Ways to Woo Them This Valentines Day by Sam Richardson (CX Network) Twilios Sam Richardson outlines five ways organizations can speak their customers language and show some love on every day of the year.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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Lesson #17 Revisited: The Survey Is Dead. Long Live the Survey! (And AI is Helping)

PeopleMetrics

Theres been plenty of talk about the death of surveys, but lets be clearsurveys are far from dead! I am sure many of you can appreciate this given the number of surveys you probably receive on a weekly or even daily basis. Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. The real debate isnt about whether to ask for customer input; its about how to do it in a way thats engaging, efficient, and truly insightful.

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Achieve ~2x speed-up in LLM inference with Medusa-1 on Amazon SageMaker AI

AWS Machine Learning

This blog post is co-written with Moran beladev, Manos Stergiadis, and Ilya Gusev from Booking.com. Large language models (LLMs) have revolutionized the field of natural language processing with their ability to understand and generate humanlike text. Trained on broad, generic datasets spanning a wide range of topics and domains, LLMs use their parametric knowledge to perform increasingly complex and versatile tasks across multiple business use cases.

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How Text Analytics Can Revolutionize Your Marketing Campaigns

Thematic

Have you ever launched a marketing campaign only to feel like it’s not hitting the mark with your audience? It’s frustrating, isn’t it? You might be wondering: What am I missing? The answer could be hidden in your customer feedback. Did you know that social media is the #1 product discovery channel , with 33% of consumers finding new products through platforms like Instagram and TikTok in the past three months?

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Totango brand transformation: A new chapter in customer-led growth

Totango

Totango marked a significant milestone on January 22, 2025 a complete rebrand and website update that signals an exciting new chapter, and reflects the journey that brought us to this point. We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players.

Brands 62
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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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Outsourcing Your Support Operations: A Strategic Approach to Business Growth

rethinkCX

Introduction Outsourcing customer support has become a game-changer for businesses looking to scale efficiently while maintaining high-quality service. By leveraging external expertise, companies can reduce costs, enhance customer experience, and streamline operations. This guide explores the benefits of outsourcing support operations, best practices for successful partnerships, and how to optimize the process for maximum efficiency.

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Lesson #16 Revisited: Do You Need a Survey Tool or a True VoC Partner?

PeopleMetrics

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

Tools 62
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Fine-tune LLMs with synthetic data for context-based Q&A using Amazon Bedrock

AWS Machine Learning

Theres a growing demand from customers to incorporate generative AI into their businesses. Many use cases involve using pre-trained large language models (LLMs) through approaches like Retrieval Augmented Generation (RAG). However, for advanced, domain-specific tasks or those requiring specific formats, model customization techniques such as fine-tuning are sometimes necessary.

Data 74
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Text Analytics for Social Media: Unlocking Insights in Real Time

Thematic

Is your business on social media? Then you’ve probably seen how one viral tweet, a trending hashtag, or a wave of customer complaints can shift public perception overnight. In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily.

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2024 State of Customer Education Report

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.

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What the Apple TV Series, Severance, Teaches Us About Hidden Data

Optimove

See the difference control groups make in this guide Download Now Why it matters: Understanding hidden data is key to unlocking insights that drive smarter, proactive strategies. Just as the Macrodata Refinement team in Severance detects anomalies to reveal underlying trends, marketers can mine customer data to anticipate needs and personalize interactions.

Data 59
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Mastering Call Center Success: Essential Strategies for Optimal Performance

rethinkCX

Introduction In todays fast-paced business world, call centers play a crucial role in managing customer interactions and ensuring high-quality service. A well-structured call center can enhance customer experiences, improve operational efficiency, and boost a companys bottom line. This guide explores best practices for call center management, the impact of technology, and actionable strategies to drive performance.

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Help Scout is Now Available in AWS Marketplace

Help Scout

Help Scout is now available in AWS Marketplace! Easily find, buy, and deploy our customer support platform with simplified billing, built-in compliance, and seamless AWS integration all with unlimited users & AI included.

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The AI revolution in customer service: What to expect in 2025

Adrian Swinscoe

This is a guest post from Gans Subramanian, Managing Partner, B-TRNSFRMD Artificial intelligence (AI) has helped the omnichannel customer experience and service industry achieve a revolutionary [] The post The AI revolution in customer service: What to expect in 2025 first appeared on Adrian Swinscoe.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

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DCX Links | February 16, 2025

DCX

📌🚀Grab a Copy: A CX Leader’s Guide to Organizational Buy-In 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 it does.

Video 52
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How Poor Customer Experience Can Tarnish Your Brand’s Reputation and Cost You Dearly

CSM Magazine

John Tschohl, founder and president of the Service Quality Institute, emphasizes the need for relentless commitment to service, empowerment of staff, and constant training. Without these, even the most esteemed brands risk losing their edge and ultimately, their profitability. I have been skiing in Vail Colorado, one of the best skiing areas in the world, for over 50 years.George Gillett originally built VailResorts.When I first met George in 1978 I asked him what he does and he said, I am in cu

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The Ultimate Guide to Customer Experience: Strategies to Boost Satisfaction and Loyalty

rethinkCX

Introduction Customer experience (CX) is a critical factor in business success. Companies that prioritize exceptional customer experiences enjoy higher customer retention, increased brand loyalty, and improved revenue growth. In this guide, well explore effective customer experience strategies, the importance of CX in todays digital world, and how to optimize it for long-term business success.

Loyalty 52