InMoment XI
APRIL 8, 2025
Businesses deliver seamless customer experiences when their sales and marketing teams are on the same page. Research from Gartner suggests that sales teams prioritizing alignment with marketing are nearly three times more likely to exceed new customer acquisition targets. However, as a result of data silos and a lack of common goals, companies often struggle to achieve this alignment.
Thematic
APRIL 8, 2025
Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. In a nutshell, a customer feedback loop is a continuous cycle of gathering feedback, analyzing it for patterns, implementing improvements, and following up with customers to let them know they’ve been heard This process ensures you don’t just collect feedback—you act on it to drive meaningful change.
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Optimove
APRIL 8, 2025
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Creating personalized, dynamic promotions used to mean hours of manual workmarketers had to run complex bonus calculations, build campaign logic from scratch, and monitor spend with tedious spreadsheets. Most tools couldnt tap into real-time customer data, leading to overspending, inefficiencies, and missed opportunities to win customers’ hearts and boost loyalty.
Forrester's Customer Insights
APRIL 8, 2025
The Forrester Wave: Customer Relationship Management Software, Q1 2025, our latest evaluation of CRM providers,shows a market on the cusp of change. Agentic AI reshapes the value of CRM as we know it. Looking a decade or more into the future, the landscape of front-office jobs will likely be significantly transformed.
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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.
Brandwatch CX
APRIL 8, 2025
Discover effective strategies for competitive benchmarking in your industry to enhance performance and gain insights. Read the article for practical tips.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Brandwatch CX
APRIL 8, 2025
Discover effective strategies for navigating global PR challenges in today's dynamic market. Enhance your outreach and drive success read the article now.
PeopleMetrics
APRIL 8, 2025
When I wrote Listen or Die back in 2017, I had a hunch that machine learning would shape the future of customer experience. What I didnt know was how quickly it would evolveand how central it would become. Today, what we used to call machine learning is now widely known as artificial intelligence (AI), and its rewriting the rules of VoC in real time!
Experience Investigators by 360Connext
APRIL 8, 2025
It’s time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.
Calabrio
APRIL 8, 2025
Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? Top Benefits of Sentiment Analysis for Customer Service Implementing Effective Sentiment Analysis: Key Best Practices What to Look for in Contact Center Sentiment Analysis Solution Share Book a demo Lets get started Youve probably misinterpreted more than your fair share of text messages because you couldnt determine the i
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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.
CXS
APRIL 8, 2025
Executive Summary: In an era of rapid digital transformation, organizations must reimagine their approach to customer experience (CX). This whitepaper explores a comprehensive framework for building adaptive, customer-centric organizations that drive meaningful business impact. Introduction: In the rapidly evolving landscape … The post The Science of Experience Transforming Customer Experience through Strategic Design and Cross-Functional Collaboration | Whitepaper appeared first on CX Can
AWS Machine Learning
APRIL 8, 2025
The AI landscape is rapidly evolving, and more organizations are recognizing the power of synthetic data to drive innovation. However, enterprises looking to use AI face a major roadblock: how to safely use sensitive data. Stringent privacy regulations make it risky to use such data, even with robust anonymization. Advanced analytics can potentially uncover hidden correlations and reveal real data, leading to compliance issues and reputational damage.
CXS
APRIL 8, 2025
In this powerful session, industry experts Karan Thacker and Lauren Jensen dive deep into the art and science of customer experience (CX) transformation. Key insights include moving beyond traditional product management, understanding experience data vs. operational data, creating compelling customer … The post Transforming Customer Experience: The Science of Strategic Design | Full Session Recording appeared first on CX Canada 2024.
AWS Machine Learning
APRIL 8, 2025
Headquartered in So Paulo, Brazil, iFood is a national private company and the leader in food-tech in Latin America, processing millions of orders monthly. iFood has stood out for its strategy of incorporating cutting-edge technology into its operations. With the support of AWS, iFood has developed a robust machine learning (ML) inference infrastructure, using services such as Amazon SageMaker to efficiently create and deploy ML models.
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.
CXS
APRIL 8, 2025
In today’s complex business landscape, customer experience (CX) success isn’t about individual departmentsit’s about creating a unified, collaborative approach that puts the customer at the center of everything you do. Here’s your definitive roadmap to building a cross-functional CX powerhouse. … The post 10 Steps Towards Building a Cross-Functional CX Powerhouse: Breaking Down Silos to Create Transformative Customer Experiences | Blog appeared first on CX Canada 20
ShepHyken
APRIL 8, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)? Why is emotional connection important in business? What lessons can businesses learn from the hospitality industry?
CXS
APRIL 8, 2025
Join Sue McDonald and Sandeep Choudhury as they dive deep into the evolving world of financial services, exploring how technology, data, and human connection intersect to create exceptional customer experiences. Key highlights include defining “phygital”, how branches are thriving in … The post Phygital Banking: The Future of Customer Experience | CXS 2024 appeared first on CX Canada 2024.
Zeisler Consulting
APRIL 8, 2025
We joke about how bad CX is sometimes. And with certain things like your online presence , sometimes certain brands miss the mark so badly, youd have to have a heart of stone not to chuckle. (Not to mention, the more brands get things so terribly wrong , the more work there is for consultants like me!) For example, theres a rental car company (its a big one…youve definitely heard of it) whose password reset procedure is, no kidding, to call an agent on the phone to get it reset.
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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.
Adrian Swinscoe
APRIL 8, 2025
Todays podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk [] The post AI-driven search volumes are exploding and what brands should be doing about it Interview with Vivek Pandya of Adobe first appeared on Adrian Swinscoe.
Uplight
APRIL 8, 2025
The energy landscape is rapidly evolving, and staying ahead of industry trends has never been more crucial. Uplight’s fourth annual Customer Connect conference returns on May 20-22, 2025, at the Rally Hotel in Denver, CO, bringing together forward-thinking energy professionals who are leading the clean energy transition. This day and a half event offers utility Read More The post 5 Reasons to Attend Uplight Customer Connect 2025 appeared first on Uplight.
Optimove
APRIL 8, 2025
Slightly more people have wagered on this years NCAA Mens Basketball Tournament than last years thus far, but theyre wagering significantly more, particularly in an Elite Eight that included all four top seeds, according to data provided to SBJ by marketing firm Optimove. The post Optimove says only slightly more are betting March Madness this year, but stakes are rising down the stretch appeared first on Optimove.
Gainsight
APRIL 8, 2025
There arent enough hours in the day! Its a common phrase that many Customer Success (CS) professionals repeat to themselves as they sift through their to-do list. The customer experience has evolved in the last few years to require more from CS teams in a faster timeline. Add to that the renewed interest in driving new revenue from existing customersits a lot for Customer Success Managers (CSMs) to pay attention to and prioritize.
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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.
CSM Magazine
APRIL 8, 2025
When it comes to crafting modern, dynamic web applications, few tools have gained as much popularity and trust as React.js. React.js is a hit with developers; its component-based structure is both fast and adaptable. This has led to widespread adoption. Ruby on Rails is king for backend development, but React.js is still a powerful force on the front-end.
Blake Morgan
APRIL 8, 2025
According to new research from Qualtrics , organizations that successfully use AI to enhance customer experience stand to unlock between $860 billion and $1.3 trillion in annual value. On this episode of The Modern Customer Podcast , I sat down with Isabelle Zdatny , Head of Thought Leadership at Qualtrics, live from the X4 conference in Salt Lake City.
DCX
APRIL 8, 2025
📌🚀 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
Optimove
APRIL 8, 2025
See the difference control groups make in this guide Download Now Why it Matters: Consumers expect a brand to interact with them in real time with a personalized experience. To do so requires building a tech ecosystem that empowers marketers to move at the speed of the customer’s interaction with the brand and that means choosing the right technology.
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.
NobelBiz
APRIL 8, 2025
Your call center agents aren’t trying to be slow or ineffectivethey’re often stuck dealing with confusing, messy tools just to do basic tasks. Imagine your team handling a simple customer question, but instead of quickly finding an answer, they have to flip between different tabs and disconnected systems. It’s stressful for your agents, frustrating for your customers, and damaging to your overall business.
Forrester's Customer Insights
APRIL 8, 2025
What Shopifys CEO Gets Right And Wrong About Workforce AI Shopifys CEO Tobias Ltke released an internal email he’d sent to employees with the subject, AI usage is now a baseline expectation. His enthusiastic missive implores employees to adopt AI tools as a thought partner, deep researcher, critic, tutor, or pair programmer.
Forrester's Customer Insights
APRIL 8, 2025
As we put together our game plan for what to see at RSA Conference 2025, we want to scope out innovation, identify which vendor booths are a must-see, and (at least for one of us) minimize the number of steps to take around Moscone.
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