CX University

JANUARY 2, 2025

To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term The Golden Rules of CX. The Golden Rules represent the essential guidelines for achieving success either broadly or within a specific endeavor. This is the third in a series of articles on the nine golden rules for CX Success, originally published on CustomerThink.

Customer Journeys 52

Customer Journeys Customer Centricity Culture Innovation 52

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape? Part 2 of the 2025 Optimove Consumer Marketing Fatigue Report dives into strategies to strengthen retention, reduce churn, and foster deeper connections.

Consumers 76

Consumers Marketing Loyalty Programs Customer Retention 76

The DiJulius Group

JANUARY 2, 2025

Forget Customer Surveys; Learn the Real CX KPIs you Should be Measuring Chief Revolution Officer John DiJulius discusses how today customers are suffering from survey fatigue. There may be better ways to measure your customer satisfaction than surveys. John shares the best KPIs and how every business should have an ROX (Return on eXperience)Dashboard.

Measurement 75

Measurement Survey Customer Satisfaction Groups 75

Win the Customer

JANUARY 2, 2025

The rise of AI is fundamentally transforming the customer experience (CX). From chatbots and personalized recommendations to predictive maintenance and proactive support, AI is empowering businesses to understand and serve their customers in unprecedented ways. This rapid evolution necessitates a significant shift in the role of the product manager.

Management 59

Management Return on Investment Roadmap Metrics 59

Advertiser: ZoomInfo

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.

Marketing

CSM Magazine

JANUARY 2, 2025

For customer service professionals, saying no isnt always easy. After all, we’ve been conditioned to prioritize the customers needs and create a positive experience. The reality is, there are situations where you have no choice but to decline a customers request. The challenge lies in finding the right way to say noone that satisfies the business’s policies while maintaining the customers trust and respect.

Policies 52

Policies Examples Customer relationships Customer Service 52

CSM Magazine

JANUARY 2, 2025

When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Forrester's Customer Insights

JANUARY 2, 2025

On January 7th, about 140,00 people will join serpentine queues in Las Vegas, where over 300 of the Fortune 500 will flaunt their wares at the world’s most revered tech show CES 2025.

Brands 26

Brands Customer Experience Customers B2C 26

CSM Magazine

JANUARY 2, 2025

When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CSM Magazine

JANUARY 2, 2025

The Transformative Power of Discovery Phase If you are new to mobile app development, the biggest challenge is creating apps that can stand out and beat the millions of other mobile apps in the market. How can your app stand the test of time and join the ranks of Instagram, TikTok, Snapchat, and many more? The discovery phase is your key to success and the first crucial step that lays the foundation for your mobile application development.

User Experience 52

User Experience Analysis Customer Journeys Case Study 52

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

CSM Magazine

JANUARY 2, 2025

As we enter 2025, the exposure to digital screens is at its peak, making it as essential as ever to take care of our precious eyes. In todays digital age, the growing dependency on digital devices, such as laptops, smartphones, smart TVs and tablets, has badly affected the health of the eyes, especially working professionals. There is no doubt that technology has brought incredible convenience and efficiency into our lives, but the challenges it has tagged along should not be overlooked either.

Tips 52

Tips Technology Knowledge Base 52

CSM Magazine

JANUARY 2, 2025

For small law practices, staying competitive often means finding smarter ways to manage time and resources. Legal technology is stepping in to bridge that gap. From automating routine tasks to improving how firms communicate with clients, these tools are designed to boost efficiency and simplify operations. They dont just save timethey help lawyers focus on what really matters: delivering better outcomes for their clients.

Tools 52

Tools e-support Software Training 52

CSM Magazine

JANUARY 2, 2025

Ethereum is still a relative newcomer to the trading world, but it has nonetheless succeeded in drawing a lot of attention from investors, who are adding ETH coins to their portfolios in increasing numbers as a result of its ability to maintain their value over long periods of time. There are still many who feel like they wouldnt fare well in this environment as a result of the complex technology that goes into supporting the transactions, but you definitely dont need a degree in computer scienc

Guidelines 52

Guidelines Groups Retail Marketing 52