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Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences.
An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. But this is easy to say and harder to do. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. People today have countless options for where to shop and how to solve their challenges.
Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? Why is it important to get feedback in real time? What is human-centered design? How can personalization contribute to better engagement? What strategies can organizations use to empower employees to improve customer interactions?
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.
Your first 100 customers are more than just numbers – theyre the cornerstone of your business. These early adopters validate your idea, provide invaluable feedback, and help establish a reputation that sets the tone for growth. A study by CB Insights reveals that 42% of startups fail because theres no market need for their product, a problem that early customers can help identify and address.
Large language models (LLMs) have demonstrated promising capabilities in machine translation (MT) tasks. Depending on the use case, they are able to compete with neural translation models such as Amazon Translate. LLMs particularly stand out for their natural ability to learn from the context of the input text, which allows them to pick up on cultural cues and produce more natural sounding translations.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Large language models (LLMs) have demonstrated promising capabilities in machine translation (MT) tasks. Depending on the use case, they are able to compete with neural translation models such as Amazon Translate. LLMs particularly stand out for their natural ability to learn from the context of the input text, which allows them to pick up on cultural cues and produce more natural sounding translations.
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
Company Fires Employees Who Admit Being Stressed / What is your word of 2025? How one company Received 225 5-Star reviews in one year / Gen Z will not wait on hold How one company Received 225 5-Star reviews in one year It took Outer Banks Blue Realty Services, a property management company, ten years. Read Full Article The post Fired for Being Stressed / Word of 2025 / Increasing 5 Star Reviews / Gen Z appeared first on The DiJulius Group.
We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy and learn from these history lessons. Top Five Shepard Letter Blogs My weekly blog is available on the website and is also emailed to subscribers.
Twenty-five years ago, in 2001, I founded PeopleMetrics with a clear vision: the internet was going to fundamentally change the way market research was conducted. My journey began in the Silicon Valley in 1999 when online surveys were just emerging and I got a taste of how client could access results in real-time, allowing for smarter, faster decisions.
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.
How AI is Transforming CDPs Download Now >> Why it Matters: The AI landscape is rapidly evolving, revolutionizing how businesses solve challenges and unlock opportunities. From content generation and journey orchestration to insight discovery, AI is transforming nearly every aspect of marketing. But not all AI is the same. Different types of AI are designed for distinct use cases, offering unique capabilities to address specific needs.
When was the last time you truly understood how your customers feel? If you’re in customer service, you know it is not how much feedback you get that matters. It's understanding the sentiment expressed by customers that counts. That makes sentiment analysis key to improving experiences, refining strategies, and driving growth. But imagine you're getting hundreds, if not thousands, of pieces of feedback.
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Top 5 Customer Experience Tips from Season 1 of The SUPER AMAZING Show by Brittany Hodak (Brittany Hodak) Season One of The SUPER AMAZING Show has been an incredible journey, and Im so thankful for everyone who tuned in and took these tips to heart.
In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives.
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.
In today's hyper-connected world, customer feedback is more valuable than ever. Businesses that can effectively analyse and understand this feedback can gain a significant competitive advantage. One powerful tool for achieving this is sentiment analysis. What is Sentiment Analysis? Sentiment analysis, also known as opinion mining, is a natural language processing (NLP) technique that automatically extracts subjective information from text.
Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.
See the difference control groups make in this guide Download Now Why it Matters: If marketers can convert one-time fashion and beauty customers into multi-time customers, this will increase lifetime customer value. This post will show the value of multi-time customers and give tips on driving customer loyalty and increasing profits. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaways Retention: Brands can have be
Whats the one thing that wont change in customer success this year? The pace of change itself. So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? “Over the past two years, every less-than-best practice in CS has been scrutinized: where it should live, how it should look, who owns what, writes ChurnZero CEO You Mon Tsang in the most recent Customer Success Leadership Study.
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.
Welcome to the roundup of customer experience insights! This week’s lineup is packed with insights you don’t want to miss. We’re diving into the practical steps to fix broken journey maps, exploring how luxury brands tap into emotions, and uncovering the tech secret retailers swear by to keep customers happy. Plus, you’ll learn how to build a voice AI agent that people actually like and discover a reading list guaranteed to inspire your next big idea.
Picture this: A customer has spent time and effort to reach and engage with your customer service agent through their channel of choice when they’re suddenly forced to switch to a phone call just to make a payment securely. It’s a scenario that plays out countless times across businesses every day, and it’s costing more than just time it’s eroding the seamless digital experience that today’s customers expect.
Up your mobile marketing game with this guide Download Now Why it Matters: Integrating Viber into Optimove opens new opportunities for brands to engage global audiences in a powerful channel with hyper-personalized, real-time campaigns. Vibers extensive reach and rich media features allow marketers to enhance customer loyalty, drive revenue, and stay ahead in a competitive market.
As we kick off 2025, creativity and innovation have become essential tools for navigating rising customer expectations and constant change. With industries becoming increasingly competitive and technology advancing at an unprecedented pace, leaders must think differently, solve problems creatively, and design experiences that leave a lasting impact.
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.
Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today! Is ‘Customer Experience’ Just Corporate Theater? Be honest—does your company’s CX strategy actually help customers, or is it just something to impress the higher-ups?
If you’re wondering, “What is HubSpot Customer Service Software, and how can it help my business?” here’s everything you need to know. Customer service is the backbone of successful businesses. Delivering exceptional support not only ensures customer satisfaction but also fosters loyalty, paving the way for long-term growth.
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.
Todays podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins [] The post Data ontology and rethinking customer support metrics Interview with Marcel Barrera of serviceMob Inc first appeared on Adrian Swinscoe.
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.
This guest post is by Annie Stefano , head of education and enablement, and Emilia DAnzica , managing partner, of Growth Molecules. Companies that do not map customer journeys lose 15-20% of potential revenue growth as they fail to identify and act on conversion and upselling opportunities. As a proud sponsor of Zero IN 2024 , Growth Molecules embraced the opportunity to showcase our customer success training and advisory services in a packed workshop.
The iGaming industry thrives on its ability to offer immersive experiences, seamless gameplay, and unmatched entertainment. However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. This article explores the vital role customer service plays in the iGaming sector, with a spotlight on how Revpanda supports brands in delivering superior user experiences.
CFOs scrutinizing the tech stack are quick to question redundancies. When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP) , theyre bound to ask, Why do we need both? Its a valid questionbut the answer lies in understanding and reconciling the distinct roles each tool plays in the buyer and customer journey.
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