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Part II: Building Strategic Value Through Trust, Flexibility, and Innovation [link] Introduction: When Core Value Isnt Enough In Part I of this series, we explored the foundational pillars of B2B value creationdimensions like risk mitigation, customer experience, cost reduction , and operational efficiency. These remain essential. However, in many industriesparticularly tech, telecom, high-tech manufacturing, and B2B services foundational capabilities no longer guarantee differentiation.
Is our response rate too low? What can we do to improve it? Should we provide an incentive for people to respond? As a customer experience (CX) leader, these are all questions youve likely faced many times before. However, these relatively simple questions have somewhat complex answers. Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand.
The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes. The past few weeks have been a whirlwind. Tariffs, market swings, shifting economic signalsevery day seems to bring a new plot twist.
The HX Leader Shifting from Control to Influence Why the future of leadership starts within Catching Up: The HX Revolution in Motion If this is your first stop on the HX Revolution train, welcome aboard! Heres what weve unpacked so far: Article 1 ( Welcome to the HX Revolution The Future of Business Transformation Starts Here ) : We made the bold claim that business transformation fails without Human Experience (HX) at the center.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Customer support teams are under more pressure than ever. Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.
What our 2025 market pulse uncovered about the future of AI, people, and decision-making during economic volatility. The Paradox of 2025 Its one of the most contradictory signals in todays economy: Companies are laying off talent, tightening budgets, and preparing for what could be a prolonged downturn. And yet, theyre investing more aggressively in AI than ever before.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
What our 2025 market pulse uncovered about the future of AI, people, and decision-making during economic volatility. The Paradox of 2025 Its one of the most contradictory signals in todays economy: Companies are laying off talent, tightening budgets, and preparing for what could be a prolonged downturn. And yet, theyre investing more aggressively in AI than ever before.
Customer experience leadership is not just about gathering insightsit’s about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard , Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.
Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access.
Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends. Comm100s AI Agent and AI Copilot already help support teams automate conversations and boost productivity.
This post is co-written with Kim Nguyen and Shyam Banuprakash from Clario. Clario is a leading provider of endpoint data solutions to the clinical trials industry, generating high-quality clinical evidence for life sciences companies seeking to bring new therapies to patients. Since Clarios founding more than 50 years ago, the companys endpoint data solutions have supported clinical trials more than 26,000 times with over 700 regulatory approvals across more than 100 countries.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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. Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins (TotalRetail) Heres a strategy to please everyone from every generation.
In todays hyper-competitive business landscape, customers expect seamless and frictionless experiences. If your brand makes customers jump through hoops to resolve an issue, they wont just be frustrated, theyll leave. Research shows that 96% of customers who experience high-effort interactions become disloyal. On the flip side, reducing effort can increase repurchase intent by up to 94%.
We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients.
In today's digital landscape, understanding user behavior is paramount to creating products that resonate with audiences. User Experience (UX) Analytics offers a data-driven approach to deciphering user interactions, enabling businesses to refine their offerings for optimal engagement and satisfaction.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
In recent years the construction industry has experienced significant changes driven by technological advancements. One of the leading innovations reshaping the sector is the integration of Enterprise Resource Planning (ERP) systems with Customer Relationship Management (CRM) solutions. This powerful combination facilitates streamlined operations while enhancing customer interactions, ultimately leading to improved project outcomes and customer satisfaction.
Your CRM is smart. But is it futuristic? It knows your customers names, emails, and past purchases. But does it know what they actually want? Whats frustrating them? What will make them hit buy instead of bouncing to your competitor? Thats where CRM surveys come in. Consider them as a straight line into the opinions of your consumers. The result? Smarter marketing, better sales, and a customer experience that keeps people coming back.
With over 56.2 million social media users in the UK, it’s clear that platforms like Instagram, LinkedIn, TikTok, and X (formerly Twitter) are more than just spaces for sharing selfies or updates. Theyre powerful tools that shape public perception and brand identity. In todays digital world, where social media is tightly woven into both personal and professional life, the line between the two is increasingly blurred.
Theres something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. They experience your company aswell, your company (and product) as one journey.
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.
For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator. As a result, you will [] The post Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns first appeared on Adrian Swinscoe.
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I've encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn't fit on my resume. I've worked in nearly all regions of the country and numerous subsidiaries.
Discover how AI, paired with human ingenuity, is transforming the future of customer experience. On this episode of The Modern Customer Podcast , Zendesks CTO shares how AI is reshaping CX and EXfrom RAG to agent co-pilots. Recorded live at the Zendesk Relate conference in Las Vegas, the conversation centers on a bold idea: were no longer limited by what AI can dowere only limited by how creative
When it comes to revenue generation, every sale is important. The right sales strategy (and a team ready to put it into action) is critical to meeting business goals and driving ROI but the sales landscape is evolving quickly. AI-powered tools are giving sales teams more insights at their fingertips than theyve ever had before. Using those insights to understand customers better, identify sales opportunities during service interactions, and improve associate coaching can help organizations driv
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Todays podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Ghler, which took place at Zendesks recent Relate event, which took [] The post Starting a resolution revolution Interview with Tom Eggemeier, Adrian McDermott and Matthias Ghler of Zendesk first appeared on Adrian Swinscoe.
Attraction marketing is built for the moment were inwhere customers dont want to be pitched, pressured, or pushed. They want answers. They want proof. And they want to decide on their terms, not yours. If your ads are getting skipped, emails ignored, and posts fall flat, its not your product or serviceits your approach. What customers want now is value firstreal help, not hype.
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: April 15th might be Tax Day in the U.S., but every day can feel like an audit for marketers trying to embrace AI and real-time marketing. The promise of AI is clearfaster campaigns, deeper personalization, and fewer bottlenecks. But the path there is filled with obstacles that slow teams down and keep them tied to siloed structures.
The rapid advancements in AI for customer experience (CX) have raised expectations, but many organizations still struggle to deliver truly seamless and personalized service. Why? Because AI, especially chatbots, often lack the essential ingredients: context. To unlock the full potential of AI in CX, businesses need to embrace customer journey management solutions and thats where www.inquba.com leads the way.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Welcome to the grandestor Grande-ist stage of Customer Success: Pulse 2025! Set against the dazzling backdrop of Las Vegas, a city synonymous with dreams and possibilities, our conference, themed around the beloved musical Wicked, promises to enchant and empower. On May 28th and 29th, Gainsight invites you to transform into students of Shiz University in the land of Oz, where innovation and ambition will meet at the intersection of customer success.
Do you know what your customers really want? If you’re actively listening to their feedback, then you probably have a good idea. However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. VoC tools allow you to discover how your customers feel about your products and services, understand their expectations, and find ways to deliver the best customer experience possible.
📌🚀 Make faster, smarter CX decisions in under 10 minutes—free for a limited time. Say goodbye to overwhelm and hello to crystal-clear prioritization. Download your free set of 32 GenAI prompts right now. Prioritize smarter, communicate better, and achieve tangible results—starting today. You’ll get plug-and-play prompts to: ✅ Rank initiatives by ROI, urgency, and feasibility (Prompt #7 = game changer) ✅ Clarify impact and align projects with business
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