DCX

DECEMBER 24, 2024

The DCX 2024 Year in Review As 2024 comes to a close, I’ve been thinking about the incredible journey we’ve shared this year. Mark Top 10 DCX Articles of 2024 #1 #2 #3 #4 #5 FREE FOR THE HOLIDAYS! Sundays are for Catching up and Learning DCX Links: Six must-read picks to fuel your leadership journey.

Course 52

Course Social Media Roadmap Leadership 52

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We have so many incredible sessions coming up at Pulse Europe 2024, but here’s a look at a couple of our early favorites. Why Attend Pulse Europe 2024?

Customer Success 52

Customer Success Conference Sports Roadmap 52

ECXO

MARCH 10, 2024

Connect and follow the European Customer Experience Organization: [link] Become a member of the open-access CX professional Business Network here: [link] International Womens Day 2024 ECXO Leadership Team: Connect and follow: [link] The post Celebrating Remarkable Women: ECXO’s Tribute on International Women’s Day appeared first on ECXO (..)

Connections 374

Connections Leadership Innovation Customer Experience 374

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Blake Morgan

DECEMBER 30, 2024

The hospitality industry in 2024 continues to prioritize emotional connections and guest well-being as key differentiators, with U.S. hotel occupancy rates reaching 67% in October (Statista, 2024). Blake Morgan was called The Queen of CX by Meta.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

Optimove

FEBRUARY 23, 2025

And in 2024, heres just a glimpse of what I heard: You have to go to the data people to get the data, and then you have to connect it to marketing. In 2024, advancements in technology further empowered marketers to deliver real-time, personalized, and relevant marketing at scale. But 2024 brought new possibilities.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

eglobalis

SEPTEMBER 19, 2024

Transparent Leadership to Build Trust Transparent leadership is essential for building trust during transformation efforts. Employees need consistent, clear communication from leadership about the progress of transformation initiatives and how they align with customer-centric goals.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

eglobalis

SEPTEMBER 28, 2024

In my specific case, the leadership team appeared disconnected from modern practices of customer experience, service, and loyalty management, showing a lack of understanding that how customers are treated is how they will respond in return. As expected, I did not include any photos, as safety and logic should take precedence.

Automotive 469

Automotive Loyalty System Return on Investment 469

DCX

OCTOBER 27, 2024

Small acts of thoughtful leadership like this can have a huge impact. One story he shares: a DMV employee who quickly and respectfully managed a long line, turning what’s usually a headache into a low-friction experience. Two Key Questions for Leaders: Sutton suggests leaders ask themselves two questions: "Do I know what I'm doing?"

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Optimove

OCTOBER 28, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Optimove: Recognized as the #1 Leading Visionary for Multichannel Marketing Hubs Optimove has been recognized as the leading Visionary in the 2024 Gartner Magic Quadrant for Multichannel Marketing Hubs (MMH).

Marketing 52

Marketing CRM Report ROI 52

DCX

NOVEMBER 17, 2024

Whether it’s leveraging tech like AI and wearable neurotech, building trust through transparency, or rethinking leadership, the takeaway is clear: great customer experiences don’t just solve today’s problems—they help shape a better future for everyone. This approach has plenty of takeaways for CX leaders like you.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. Per the 2024 Customer Success Leadership Study , 51% of CS teams are responsible for renewal revenue and 41% for expansion revenue. We are excited for this recognition as a Leader in the Gartner 2024 Magic Quadrant for Customer Success Management Platforms report*.

Customer Success 52

Customer Success Management B2B Software 52

DCX

NOVEMBER 24, 2024

From keeping products simple to giving AI some sass or embracing quiet leadership, the big takeaway is this: CX isn’t just about what you do —it’s about how you make people feel. MAPP, RPh (a total pro in wellness and leadership), says we’re way too obsessed with big, bold personalities. Strategy with empathy?

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

DCX

DECEMBER 22, 2024

Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Wherever you are in your CX leadership career, these conferences offer the opportunity to stay ahead in a fast-changing industry. Source FREE FOR THE HOLIDAYS!

Retail 52

Retail Self Service Tips Customer Centricity 52

ShepHyken

DECEMBER 29, 2024

BONUS Customer Experience Predictions for 2025: Expert Insights on AI, Leadership, and Human Connection by Dan Gingiss (Dan Gingiss) Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers.

Customer Service 73

Customer Service Self Service Connections Social Media 73

ECXO

DECEMBER 25, 2024

SeasonOfLight , #ChristmasJoy , #HanukkahLights #cx #customerexperience Hannukah 2024 The False Dichotomy: Growth vs. Customer Experience A common misconception is that prioritizing customer experience will hinder growth by diverting resources or reducing profitability. Wishing you a joyful Christmas and a Hanukkah full of light!

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

AWS Machine Learning

NOVEMBER 15, 2024

The analyst may ask questions such as “Show me all wells that produced oil on June 1st 2024,” “What well produced the most oil in June 2024?”, or “Plot the monthly oil production for well XZY for 2024.” Going back to the oil and gas data analysis use case, take the question “Show me all wells that produced oil on June 1st 2024.”

Analysis 116

Analysis Knowledge Base Ecommerce Comparison 116

DCX

DECEMBER 1, 2024

Source Related: Irreplaceable: How to Create Extraordinary Places That Bring People Together Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence.

Fashion 52

Fashion Culture Trends Connections 52

DCX

DECEMBER 29, 2024

” Jonny’s Books: Mini Big Ideas Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. As Jonny says, “We don’t need more answers; we need better questions.”

NPS 52

NPS Gamification Effort Score Customer Centricity 52

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

Meeting 52

Meeting Leadership Study Trends 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Customer Success 100

Customer Success Consulting Customers Leadership 100

InMoment XI

AUGUST 16, 2024

Leadership Buy-In: Engage leadership to act as champions for the initiative. link] Accessed 8/15/2024. 44 Key Digital Marketing Statistics for Strategic Growth in 2024. link] Accessed 8/15/2024. Offer continuous support, such as on-demand help resources, tutorials, or peer networks.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

Meeting 52

Meeting Leadership Study Trends 52

InMoment XI

OCTOBER 8, 2024

Secure Executive Support It is important to make sure that the leadership and executive team at your organization understand the importance of CX and are committed to supporting the program. Accessed 9/13/2024. Accessed 9/13/2024. Accessed 9/16/2024. Accessed 9/17/2024. Accessed 9/18/2024. Deloitte Insights.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

ChurnZero

OCTOBER 8, 2024

Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more than 1,000 CS leaders surveyed this year. Download the 2024 Customer Success Leadership Study and find out.

Leadership 59

Leadership Study Customer Success Metrics 59

ChurnZero

OCTOBER 10, 2024

This is pretty universal, but the new Customer Success Leadership Study found that two-thirds of CS teams’ purchasing is delayed by three months or longer. Two-thirds of CS leaders say they’re delaying purchases by three months or longer in 2024. Economic uncertainty is affecting purchasing decisions. Why not join us?

Customer Success 52

Customer Success Leadership Study Metrics 52

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Setting out to cut through the hype and noise around supply chain and business transformation many years ago, Maria has interviewed hundreds of senior leaders from some of the world’s most admired organisations to this date, with her contributions seeing her gain recognition as a highly acclaimed, influential, empowering and inspiring supply (..)

Case Study 143

Case Study Leadership Customer Satisfaction Study 143

InMoment XI

OCTOBER 7, 2024

InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership. 2024 Product Feature Releases Explore the latest product feature releases, with more details available below. Contact us or a dedicated account manager if you want to learn more.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Alida

JANUARY 11, 2024

Leadership recognizes your team for saving money, improving customer satisfaction, and helping to set the company’s direction. Imagine yourself at this time next year. Your insights program is humming along like a precision engine. New products are exceeding their targets after being shaped and named by studies you ran.

Innovation 130

Innovation Leadership Customer Satisfaction Study 130

ShepHyken

AUGUST 4, 2024

Our 2024 CX research (sponsored by RingCentral ) found that a friendly return policy is one of the top five reasons customers come back. 9 Must-Know Customer Loyalty Statistics for 2024 by Achille Traore (BusinessCloud) In today’s competitive market, retaining customers is as crucial as attracting them.

Customer Service 82

Customer Service Airlines Policies Advertising 82

AWS Machine Learning

APRIL 3, 2025

In 2024, this activity took an account manager (AM) up to 40 hours per customer. To help improve this process, in October 2024 we launched an AI-powered account planning draft assistant for our sales teams, building on the success of Field Advisor , an internal sales assistant tool.

Sales 70

Sales Knowledge Base CRM System 70

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 86

e-support Customer Centricity Apparel Leadership 86

CSM Magazine

FEBRUARY 13, 2025

Amazon 2024 Results $63.2 Billion Increase in Sales Amazon increased sales by 11% to $638 billion in 2024 from $574.8 Net income in 2024 was $59.2 If you do not train all your staff constantly with something new and fresh the customer experience slides. It starts with 1,000 cutsanything to save money. billion in 2023 a $63.2

Customer Experience 59

Customer Experience Culture Training Call Center 59

The DiJulius Group

OCTOBER 14, 2024

The Future of CX has never looked Brighter We would like to congratulate the graduating class of Customer eXperience Executive Academy (CXEA) 2024! During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver.

Culture 98

Culture How To Training Groups 98

ChurnZero

JULY 9, 2024

In both cases, we’re addressing the findings of the 2024 CSM Confidential Report , which reveals that while CSMs are generally happy, motivated, and dedicated in their roles, the majority are struggling with heavy workloads and goals that don’t feel realistic. 3: Enable your CSMs to work smarter with training and tools.

How To 98

How To Training Customer Success Management 98