eglobalis

FEBRUARY 13, 2025

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

Analytics Measurement Metrics Feedback 239

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them.

Sales 265

Sales Customer Experience e-support Examples 265

InMoment XI

FEBRUARY 12, 2025

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

Tips Feedback Retail Social Media 195

C3Centricity

FEBRUARY 8, 2025

Organisations are facing unprecedented challenges in remaining competitive and maintaining business success in 2025. The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Let’s explore why this powerful trinity is more relevant than ever in 2025 and how you can leverage it to grow your business.

Innovation 156

Innovation Leadership Customer Insights Report 156

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

TechSee

FEBRUARY 10, 2025

At launch, chatbots made a huge splash. They handled FAQs and quick questions, giving us a taste of automated CX and support. But in today’s world, your customers expect more. They want to feel seen , heard , and valued —and they want more than just answers; they want solutions. This is where AI-driven customer service experiences truly stand out.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.

B2B 304

B2B Customer Journeys Customer Experience Chatbots 304

ECXO

FEBRUARY 10, 2025

The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience) Ever had a conversation where one person insists it’s freezing cold while the other swears it’s just mildly chilly? Or arguing about whether a songs lyrics say one thing while your friend hears something completely different? Or had a friendly argument about whether “The Matrix” was a mind-blowing sci-fi masterpiece or just a two-hour headache?

Customer Experience 177

Customer Experience Self Service Social Media Customer Expectations 177

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

PeopleMetrics

FEBRUARY 13, 2025

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

Analysis Healthcare Feedback Analytics 109

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

Bill Quiseng

FEBRUARY 12, 2025

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.

Customer Experience 132

Customer Experience Customers Customer Satisfaction Loyalty 132

AWS Machine Learning

FEBRUARY 12, 2025

The evaluation of large language model (LLM) performance, particularly in response to a variety of prompts, is crucial for organizations aiming to harness the full potential of this rapidly evolving technology. The introduction of an LLM-as-a-judge framework represents a significant step forward in simplifying and streamlining the model evaluation process.

e-support 100

e-support Comparison Metrics Analysis 100

Comm100

FEBRUARY 17, 2025

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

Sports Chatbots Social Media Competitive Advantage 130

Experience Investigators by 360Connext

FEBRUARY 4, 2025

What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.

Customer Experience 143

Customer Experience Customers Loyalty Brands 143

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

TechSee

FEBRUARY 14, 2025

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

Customer Experience 109

Customer Experience Chatbots Roadmap ROI 109

ShepHyken

FEBRUARY 4, 2025

I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.

Feedback 91

Feedback Government Hotels Customer Service Training 91

Doing CX Right

FEBRUARY 3, 2025

Learn how successful companies retain top talent during change. Stacy Sherman and professor Lisa Kaplowitz reveal leadership strategies to boost engagement, reduce turnover & drive success The post How To Retain Your Best People During Challenging Times appeared first on Doing CX Right.

How To 100

How To Leadership Strategy Engagement 100

AWS Machine Learning

FEBRUARY 10, 2025

AI agents are rapidly becoming the next frontier in enterprise transformation, with 82% of organizations planning adoption within the next 3 years. According to a Capgemini survey of 1,100 executives at large enterprises, 10% of organizations already use AI agents, and more than half plan to use them in the next year. The recent release of the DeepSeek-R1 models brings state-of-the-art reasoning capabilities to the open source community.

Multi-Channel 113

Multi-Channel e-support Tools System 113

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

The DiJulius Group

FEBRUARY 10, 2025

Creating Your Brand Standards World-class service companies have brand standards, or what I like to call a Customer bill of rights, that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco and spitting. Read Full Article The post How to Create Your Brands Non-Negotiable Standards appeared first on The DiJulius Group.

How To 87

How To Brands Groups Company 87

PeopleMetrics

FEBRUARY 11, 2025

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.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

Optimove

FEBRUARY 6, 2025

See the difference control groups make in this guide Download Now Optimove Insights’ analysis of over 1.28 billion NFL bets from more than 9 million bettors during the 20242025 season shows that 3% of players generate 82% of the revenue for sportsbooks for big events like the Super Bowl. Conversely, 60% of bettors contribute only 1% of revenue, while the remaining 37% account for 17% of revenue.

Sports 75

Sports Tips CRM Groups 75

ShepHyken

FEBRUARY 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI simplify the process of delivering a seamless customer experience? How can AI enhance customer service while balancing technology and human interaction? What is the impact of AI on customer service jobs? How can customer support roles evolve with AI?

Company 89

Company Knowledge Base Interaction Customer Service 89

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Totango

FEBRUARY 12, 2025

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.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

AWS Machine Learning

FEBRUARY 17, 2025

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

Video Technology 94

Middlesex Consulting

FEBRUARY 10, 2025

In industrial manufacturing, OEMs and their dealers usually maintain stable partnerships. For instance, Cats largest dealer, Finning, has been their partner for over 90 years. However, as products become increasingly complex and customer expectations become more challenging, we see a changing OEM/Dealer relationship; OEMs are purchasing or replacing dealers.

Examples 78

Examples Consulting Customer Expectations Industry 78

Adrian Swinscoe

FEBRUARY 10, 2025

This is a guest post from Ofer Tirosh, Chief Executive Officer, Tomedes. Why Language is the Key to a Great Customer Experience In a world where [] The post How AI translation is transforming customer experience first appeared on Adrian Swinscoe.

Customer Experience 82

Customer Experience Customers Customer Retention Customer Engagement 82

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

Optimove

FEBRUARY 10, 2025

Conquer Marketing Fatigue: Master Smart, Personalized Engagement to Keep Customers Hooked The 2025 Optimove Insights Marketing Fatigue Report uncovers why excessive, irrelevant, or poorly timed messaging drives customers away, with 70% unsubscribing in just three months. Learn how personalization, relevance, and AI-driven strategies can help you avoid fatigue, boost engagement, and build loyalty.

Report 76

Report Consumers Marketing Loyalty 76

ShepHyken

FEBRUARY 12, 2025

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

Customer Service 86

Customer Service Strategy Chatbots Customer Service Training 86

PeopleMetrics

FEBRUARY 18, 2025

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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