This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Artificial Intelligence (AI) has officially transitioned from a buzzword to a transformative force in the world of marketing. If youve been keeping an eye on the latest trends, youll know that marketers are starting to move beyond the experimentation phase to real-world applications with tangible benefits. Lets dive into how AI is revolutionizing Customer Data Platforms (CDPs) and customer data repositories, in general, and what this means for marketing teams striving to deliver personalized, ef
Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. While our robot overlords arent taking our jobs anytime soon, the report found that AI is transitioning from a nice-to-have experiment to an essential driver of customer engagement and scalability.
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. I have colleagues who are huge fans of eyewear retailer Warby Parker. Warby Parker is renowned for exceptional customer … Continue reading → The post Build Customer Insight into Your Vision appeared first on Brad Cleveland.
In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. They bring convenience, enhance communication, and personalize care, promising a higher quality of service. However, have these innovations truly fulfilled their promise? The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).
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.
What is OTP and Why You Should Have It? Every customer wants safe interaction with businesses. Free from the worry of fraud or unauthorized access. Ensuring this level of trust is no longer optional. We all know that, its essential. This is where one-time passwords (OTPs) come into play. Whether its safeguarding a financial transaction or verifying a users identity, OTPs serve as a digital gatekeeper, granting secure access with unparalleled convenience.
From marketing service provider to CRM marketing services … whats in a name? An evolution and some confusion. More agencies are going to market with CRM services, which also spans Salesforce consulting partners to contact-center outsourcers.
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
From marketing service provider to CRM marketing services … whats in a name? An evolution and some confusion. More agencies are going to market with CRM services, which also spans Salesforce consulting partners to contact-center outsourcers.
Artificial Intelligence (AI) has officially transitioned from a buzzword to a transformative force in the world of marketing. If youve been keeping an eye on the latest trends, youll know that marketers are starting to move beyond the experimentation phase to real-world applications with tangible benefits. Lets dive into how AI is revolutionizing Customer Data Platforms (CDPs) and customer data repositories, in general, and what this means for marketing teams striving to deliver personalized, ef
Artificial Intelligence (AI) has officially transitioned from a buzzword to a transformative force in the world of marketing. If youve been keeping an eye on the latest trends, youll know that marketers are starting to move beyond the experimentation phase to real-world applications with tangible benefits. Lets dive into how AI is revolutionizing Customer Data Platforms (CDPs) and customer data repositories, in general, and what this means for marketing teams striving to deliver personalized, ef
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.
Discover effective strategies to leverage Instagram for your business success. Learn tips and techniques to enhance your brands online presence. Read more!
America’s soda market is very difficult to disrupt. The market is massive 9 of 10 US households buy soda and dominated by a few iconic incumbents. Nonetheless, challenger brands have tried to take share. Orbitz, whose soda looked like a potable lava lamp, lasted less than a year.
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.
2025 still sounds like some far off, distant year in the future to me, with flying cars, robot maids, and all sorts of other sci-fi phenomena. But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), and you may catch a self-driving car or two roaming your city, its not exactly the Jetsons reality of my minds eye ( yet ).
When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Its the difference between thriving and dying. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results. Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise?
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.
Here at C3Centricity, we publish books ( Winning Customer Centricity, The Winning Secrets Series ), articles, online courses and one of the most popular CPG blogs on customer centricity. That’s because we’re passionate about helping companies successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.
In the Forresters report in May 2024 we predicted that M&A activity would continue to change and disrupt the Enterprise Architecture Management Suites (EAMS) market.
President Biden signed a bi-partisan law last April stating that TikTok must either divest from its Chinese-owned parent company, ByteDance, by January 19th of this year or face a ban in the US. TikTok has since put significant time and resources into appealing this law, leading us to today’s Supreme Court hearing.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
108 
Let's personalize your content