PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

Tools 62

Tools Survey Social Media Wait Times 62

Gainsight

FEBRUARY 14, 2025

Its Valentines Day, and love is in the air. Lets take a look at how you can delight your customers throughout their entire journey, effortlessly with digital tactics. That way, the love you show your customer accounts keeps youand everyone elsesmiling come renewal time. Ah, the renewal stage. Like a perfectly crafted rom-com, renewals are all about keeping the spark alive and showing your customers that youre their true love.

Customer Success 52

Customer Success Self Service ROI Touchpoint 52

SurveySensum

FEBRUARY 14, 2025

SurveySparrow is a conversational starter and not just a survey tool. With its intuitive, chat-like surveys, automation capabilities, and omnichannel prowess, it is a standout tool! Its easy-to-use, its powerfulbut when it comes to SurveySparrow pricing, things arent always as smooth as the experience it promises. So, if you’re looking for a survey tool thats both engaging and cost-effective, its worth exploring whether SurveySparrow meets your long-term needsor if a better fit is out ther

Survey 52

Survey Analytics Omni-Channel Feedback 52

TechSee

FEBRUARY 14, 2025

Introduction The future of customer experience (CX) is here, and it’s visual. As enterprises strive to restore satisfaction to people’s technology experiences, agentic AI has emerged as the transformative force that’s helping them see the path forward. Recent research by TechSee’s Visionary CX Lab reveals how businesses are moving beyond basic chatbots to embrace sophisticated, vision-powered AI solutions that can see, understand, and resolve customer challenges autonomou

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Customer Experience Chatbots Roadmap ROI 109

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

Zonka Feedback

FEBRUARY 14, 2025

With Androids fragmented ecosystemspanning thousands of devices, multiple OS versions, and diverse screen sizesensuring a consistent, high-quality user experience is a challenge. A minor glitch on one device can escalate into negative app store reviews, impacting your apps discoverability and growth.

Feedback 52

Feedback How To User Experience Survey 52

Forrester's Customer Insights

FEBRUARY 14, 2025

Pet adoption is often a high point for many people when creating memories. Do you remember the excitement of bringing home your first pet? The joy of a new furry family member, however, comes with responsibility and preparation. You likely spent hours researching breeds, finding veterinarians, debating names, and preparing your home.

Management 26

Management 26

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control? Failing to strike the right balance in either direction can lead to common pitfalls: Overemphasis on cost cutting: Leading to attrition, understaffing, poor training, and incre

Contact Center 130

Contact Center Self Service How To Average Handle Time 130

Forrester's Customer Insights

FEBRUARY 14, 2025

Maximize loyalty program effectiveness with a balanced mix of transactional benefits that offer monetary value, and non-transactional benefits that spark more emotional connections.

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Loyalty Programs Competitive Advantage Loyalty Connections 26

Integrity Solutions

FEBRUARY 14, 2025

Love is in the air, and while chocolates and roses are great, we’re here to celebrate something just as powerful: sales training! At Integrity Solutions, we believe that effective sales training isn’t about learning how to sell—it’s about learning how to build trust, create value, make meaningful connections and foster long-lasting relationships.

Training 52

Training Sales Connections Loyalty 52

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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

CSM Magazine

FEBRUARY 14, 2025

Loyal customers not only contribute tomore revenuebut also serve as brand ambassadors, spreading positive word-of-mouth and driving new business. Here are ten actionable strategies to foster customer loyalty and keep your clients coming back. 1. Deliver Exceptional Customer Service Ensure your team is well-trained, empathetic, and empowered to resolve issues quickly and effectively.Personalized service, where customers feel valued and understood, can make all the difference.

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Loyalty Social Media Exceptional Customer Service Loyalty Programs 52

Forrester's Customer Insights

FEBRUARY 14, 2025

Advanced Analytics: The Future Of CX Despite the recent challenges in overall experience quality seen in Forrester’s Customer Experience Index (CX Index) benchmarks, customer experience (CX) remains a priority for many organizations. Unfortunately, these organizations have struggled to realize tangible benefits from their CX programs.

Analytics 29

Analytics Customer Experience Customers B2B 29

CSM Magazine

FEBRUARY 14, 2025

Developed by Kurt Lewin in the 1940s, Force Field Analysis is a decision-making tool used to understand the factors that influence a particular situation. It is based on the idea that any situation is the result of a balance between two sets of forcesone driving movement towards a goal (driving forces) and the other restraining movement towards the goal (restraining forces).

Analysis 52

Analysis Resources Strategy Culture 52

Forrester's Customer Insights

FEBRUARY 14, 2025

In the early days of the Internet, job opportunities for Internet Product Managers began to appear as companies recognized their need for this new technology. As the Internet evolved, other roles such as “Web Product Manager” or “Digital Product Manager” became common.

Management 29

Management Tools Technology Company 29

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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

CSM Magazine

FEBRUARY 14, 2025

Fast service or the right support? Customers don’t think they should have to choose.But new research shows that long wait times, vague responses, and endless transfers are pushing them away. Many businesses turn to AI and automation to fix these issues, but they only work when they remove barriers, not create them. Speed means nothing if customers are stuck in chatbot loops or can’t reach the right person when they need to.

Self Service 52

Self Service Customer Service Wait Times Insurance 52