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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.
There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. As we navigate through 2025, the consumer landscape continues to shift at an unprecedented pace, challenging CPG brands to move beyond reactive strategies and embrace a truly consumer-centric approach.
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.
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.
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.
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.
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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.
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.
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.
This post is co-written with Vikram Gundeti and Nate Folkert from Foursquare. Personalization is key to creating memorable experiences. Whether its recommending the perfect movie or suggesting a new restaurant, tailoring suggestions to individual preferences can make all the difference. But when it comes to food and activities, theres more to consider than just personal taste.
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.
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.
Your users are your best source of feedback. Why? Because they're the ones actually using your product or service—experiencing firsthand what works, what doesn't, and what could be better. They spot the issues you might miss and highlight opportunities for improvements you may never have considered. That's why building a robust user feedback loop is crucial.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI? What is the difference between generative AI, analytical AI, and agentic AI? What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?
A customer swings by your store on the way to work, grabs a breakfast sandwich, taps the screen to pay, and waits. Nothing happens. Anothers mobile order isnt ready when they arrive. A driver at the pump fumbles with the loyalty app, unsure if it even worked. These moments may seem small, but in a convenience store, every second counts.
Large language models (LLMs) have become integral to numerous applications across industries, ranging from enhanced customer interactions to automated business processes. Deploying these models in real-world scenarios presents significant challenges, particularly in ensuring accuracy, fairness, relevance, and mitigating hallucinations. Thorough evaluation of the performance and outputs of these models is therefore critical to maintaining trust and safety.
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.
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.
Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. Unlike with B2C, where you get insights from individuals, in B2B, you get insights from an entire organization, often with multiple stakeholders involved in decisions. So, a B2C retailer might analyze one shopper’s buying habits, whereas a B2B company must understand a client account with multiple stakeholders and longer p
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%.
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: 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.
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.
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. What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance (Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in custome
Every customer support interaction is an opportunity to make a lasting impression. As Maya Angelou wisely said, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." This sentiment is especially true in customer service. A single unresolved issue or a delayed response can leave customers feeling undervalued, leading them to quietly take their business elsewhere.
Is your business choosing to manage tickets directly through Slack? Using a ticketing system for Slack allows you to resolve customer issues without leaving your communication platform. This piece will guide you through the best that Slack has to offer when it comes to support through internal and external tools or integrations that will not only boost but also streamline your support team operations.
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.
Understanding your users is the key to creating exceptional digital experiences. With the right UX research tools, you can collect, analyze, and act on user feedback effectively. Whether you're conducting qualitative interviews or analyzing quantitative interaction data, having the right user research software and UX research platforms can make all the difference.
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.
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.
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.
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.
Customer expectations are changing rapidlyand in this fast-paced world, companies that get it right arent just keeping up; theyre leading the way. Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction. Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships.
Millennials and Generation-Z dont want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty [] The post Unpacking the voice assumptions that are holding back many CX efforts first appeared on Adrian Swinscoe.
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
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