ShepHyken

JANUARY 14, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Customer Experience 138

Customer Experience Hospitality How To Brands 138

Experience Investigators by 360Connext

JANUARY 14, 2025

Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I’m thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organizations customer journey.

Consulting 143

Consulting Customer Journeys Innovation Strategy 143

Blueshift

JANUARY 14, 2025

Customer journeys in personal finance are becoming increasingly complex. Consider a consumer looking for refinancing options for a student loan. Their journey begins with an online search that leads them to a personal finance brand’s website. They browse loan options but don’t take action. Later, they receive a personalized email showcasing refinancing offers based on their browsing history.

Customer Journeys 105

Customer Journeys Multi-Channel Marketing Touchpoint 105

Zeisler Consulting

JANUARY 14, 2025

One Big Question I hear a lot these days is about AI and automation. How will AI impact CX? How the heck should I know? Its clear Im the one writing all these articles, isnt it? I wonder if well reach the singularity and the world will implode if someone uses AI to write an article about AI and the impact it has. Surely itll be a glowing review. But discussions about AI are becoming boring to me frankly, simply due to their ubiquity: How will AI affect education?

Contact Center 93

Contact Center Fashion Resources System 93

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? Great question, and heres my answer: Ask and ye shall receive! There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.

Customer Service 71

Customer Service Policies Customer Service Training Feedback 71

Optimove

JANUARY 14, 2025

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights iGaming Pulse highlights the importance of player retention for sports betting operators, with data from the 2023-2024 NFL season showing significant dips in player activity during key moments like playoffs and championships. Recognizing these patterns allows operators to take proactive steps, engaging players with targeted strategies to enhance loyalty and maximize lifetime value.

Gamification 52

Gamification Sports Loyalty Groups 52

Blake Morgan

JANUARY 14, 2025

Despite the rapid strides in AI technology, many companies face significant hurdles when it comes to effectively integrating it into their customer service strategies. The challenge often lies in over-planninglengthy consulting cycles and ambitious strategies that fail to keep pace with the ever-evolving technology.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

CSM Magazine

JANUARY 14, 2025

The field of education and career growth is constantly changing. Adapting to trends and technologies that impact how we learn and develop professionally. Learning Management Systems (LMS) tools supporting learning and tasks while boosting student involvement have become indispensable in this dynamic landscape. However, the task of choosing the LMS can seem overwhelming, given the multitude of options available in the market.

Knowledge Base 52

Knowledge Base System User Experience Feedback 52

Brandwatch CX

JANUARY 14, 2025

Discover effective strategies to identify and engage your social media target audience. Enhance your outreach and connect meaningfully.

Social Media 97

Social Media How To Connections Strategy 97

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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.

Contact Center

Forrester's Customer Insights

JANUARY 14, 2025

Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.

Banking 26

Banking Technology Customer Insights Customer Engagement 26

Help Scout

JANUARY 14, 2025

Creating a knowledge base is only half of the battle; you also need to keep it up to date. Help your customers get the most out of your content with regular knowledge base maintenance.

Knowledge Base 59

Knowledge Base Customers 59

Doing CX Right

JANUARY 14, 2025

Discover how Sonoss redesign failed and what you can learn to ensure your CX and UX decisions deliver success, not backlash. The post Why Sonoss App Redesign Became a CX + UX Masterclass in What Not to Do appeared first on Doing CX Right.

User Experience 59

User Experience Loyalty 59

Blueshift

JANUARY 14, 2025

Customer journeys in personal finance are becoming increasingly complex. Consider a consumer looking for refinancing options for a student loan. Their journey begins with an online search that leads them to a personal finance brand’s website. They browse loan options but don’t take action. Later, they receive a personalized email showcasing refinancing offers based on their browsing history.

Customer Journeys 52

Customer Journeys Multi-Channel Marketing Touchpoint 52

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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.

Self Service

2020 Research

JANUARY 14, 2025

In this Article What Is ISO 20252? What Makes ISO 20252 Important? What ISO 20252 Means for You: How Sago Puts These Standards to Work Imagine trying to navigate a new city youre visiting without a map. Thats what the world of market research would feel like without ISO 20252. This global standard acts as the ultimate guide, ensuring that companies like Sago uphold the highest levels of transparency and trustworthiness in everything from data collection to client relationships.

Training 52

Training Industry Data Financial 52

Blueshift

JANUARY 14, 2025

Customer journeys in personal finance are becoming increasingly complex. Consider a consumer looking for refinancing options for a student loan. Their journey begins with an online search that leads them to a personal finance brand’s website. They browse loan options but don’t take action. Later, they receive a personalized email showcasing refinancing offers based on their browsing history.

Customer Journeys 52

Customer Journeys Multi-Channel Marketing Touchpoint 52

2020 Research

JANUARY 14, 2025

Our latest finance omnibus uncovers how adults in North America save, invest, and choose their financial partners.

Banking 52

Banking Financial 52

Forrester's Customer Insights

JANUARY 14, 2025

Get three key takeaways from Forrester's recent review of North American investing sales websites in this preview of a new report.

Sales 26

Sales Report Consumers Management 26

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.

Brands

Lumoa

JANUARY 14, 2025

Lumoa Product News for September 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate CX! Lumoa and Netigate Feedback are going to be merging into one super platform, called Netigate CX, capable of capturing the entire feedback lifecycle: Survey creation and distribution Report and analysis on customer feedback AI Summarie

Employee Experience 195

Employee Experience Knowledge Base Feedback NPS 195

AWS Machine Learning

JANUARY 14, 2025

Large language model (LLM) based AI agents that have been specialized for specific tasks have demonstrated great problem-solving capabilities. By combining the reasoning power of multiple intelligent specialized agents, multi-agent collaboration has emerged as a powerful approach to tackle more intricate, multistep workflows. The concept of multi-agent systems isnt entirely newit has its roots in distributed artificial intelligence research dating back to the 1980s.

Hotels 118

Hotels Travel Conference System 118

Lumoa

JANUARY 14, 2025

Lumoa Product News for November 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Help us beta test our new translation engine! As feedback flows into the platform, we will translate it into a language of your choice.

NPS 195

NPS Groups Knowledge Base Feedback 195

AWS Machine Learning

JANUARY 14, 2025

With the general availability of Amazon Bedrock Agents , you can rapidly develop generative AI applications to run multi-step tasks across a myriad of enterprise systems and data sources. However, some geographies and regulated industries bound by data protection and privacy regulations have sought to combine generative AI services in the cloud with regulated data on premises.

Data 108

Data Meeting Knowledge Base Chatbots 108

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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.

Wait Times

Lumoa

JANUARY 14, 2025

Lumoa’s biggest features for 2024 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how the platform works – based on your feedback! So let’s get started counting down our top features of the year, starting with… Lumoa becomes Netigate By far the biggest news is that Lumoa is now a part of Netigate.

NPS 195

NPS Analysis Groups Feedback 195

The DiJulius Group

JANUARY 14, 2025

Our thoughts are with our cherished friends and clients who are affected by the devastating fires in California. Service is often thought of as something offered to customers or employees, but it’s what builds and keeps communities. For those considering a way to help from afar, here is a vetted list of organizations providing aid.. Read Full Article The post My Acting Debut / Pope Calls Out Nuns/ Apple Air Tags/Credit Union Best Practice appeared first on The DiJulius Group.

Groups 98

Groups Customers 98

NobelBiz

JANUARY 14, 2025

Effective debt recovery depends on engagement. Without establishing meaningful connections, even the most well-designed strategies will struggle to succeed. Historically, collection agencies relied on single-channel communication methods like phone calls or letters. These approaches worked for decades, but today they fall short of meeting the expectations of modern consumers.

Omni-Channel 52

Omni-Channel Self Service Engagement Strategy 52

Forrester's Customer Insights

JANUARY 14, 2025

The wildfires in Los Angeles have torn through roughly 30,000 acres so far, devastating multiple communities. This inferno is the most destructive natural disaster in LA Countys history. With median home values surpassing $2 million, estimates indicate that insured losses may reach $20 billion.

Insurance 26

Insurance Industry Trends Customers 26

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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.

Case Study

PeopleMetrics

JANUARY 14, 2025

In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Its not! Both are critical, but they serve different purposes. Market research is about using customer feedback to answer strategic business questions. Its anonymous, often based on small, statistically relevant samples, and designed to provide aggregated insights into broad topics, like product preferences or advertising effectiveness.

Measurement 71

Measurement Hotels Social Media Analysis 71