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AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?

eglobalis

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.

Banking 312
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Self-Serve That Actually Serves: Designing AI Customer Support That Customers Love

BlueOcean

Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.

Customers 156
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How To Shorten Customer Surveys Without Losing Valuable Insights

InMoment XI

Lets face it: shortening your customer experience survey can be overwhelming. You have so many priorities, stakeholders, and initiatives to inform and consider, but you want to capture that information with as few questions as possible in order to avoid survey fatigue. But shortening customer surveys is worth the investment. With shorter surveys, your business will get more responses, and those responses will be more accurate and complete.

Insights 195
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[Experience Action Podcast] Turning Employee Insights into Customer Experience Breakthroughs

Experience Investigators by 360Connext

What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes.

Insights 143
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State of AI in Sales & Marketing 2025

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

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Relationship Marketing: How to Build Lasting Customer Relationships

Brandwatch CX

Relationship marketing is a long-term strategy, and that might put some brands off. If you have the conviction to engage in itand stick with it, your business can see long term benefits. You basically need to understand your customersand deliver what they want. Not the most extreme of ideas, but there you go. What is relationship marketing? Relationship marketing is a strategy that focuses on the long term.

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10 Steps to Creating a Customer Insights Strategy That Drives Business Growth

Thematic

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. It ensures you understand customer behavior and needs—and use that knowledge to enhance their experience. In fact, 73% of customers say customer experience is a top factor in their purchasing decisions​, so investing in insights is no longer optional.

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197: Structuring Your Presentations for Maximum Impact

The DiJulius Group

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.

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Lesson #33 Revisited: Don’t Let VoC Become Complaint Management—Celebrate the Positive Too!

PeopleMetrics

Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.

Sports 62
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How to Spot and Reduce Hidden Inefficiencies in Your Contact Center

CSM Magazine

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. These inefficiencies dont just hurt your teams productivity; they negatively impact the customer experience , increasing complaints and lowering retention rates. The good news? Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Building Unbreakable Customer Relationships with Jason Ten-Pow

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an “unbreakable” customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience? What common mistakes do businesses make in providing effortless customer experiences?

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Mastering the Art of Closing the Customer Feedback Loop

Thematic

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next.

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Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service

Calabrio

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI. Since ChatGPT captured the worlds attention at the end of 2022, its been off to the races, with a host of new models, solutions, and use cases entering the fold.

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Understanding brand crisis management: real examples & best practices

BirdEye

When a crisis hits, how a brand responds can make or break its reputation, influencing customer trust, market value, and long-term success. Every brand must be prepared to navigate unexpected challenges, from global giants to emerging startups, with a well-planned approach. This is where brand crisis management comes into play. It is a critical business strategy to ensure companies react quickly, minimize damage, and recover strongly.

Brands 52
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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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25 Best Practices for Messaging Customers

CSM Magazine

Effective customer communication is critical for building relationships, boosting satisfaction, and driving business success. Whether you’re sharing product updates, resolving issues, or engaging customers with personalized offers, how you structure and manage your messaging can significantly impact your outcomes. To help you refine your approach, here are 25 best practices for messaging customers.

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Your Call Is Very Important to Us

ShepHyken

Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. When we hear it, we hope its true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our com

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9 Best Practices for an Effective Customer Feedback Loop

Thematic

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. If done right, it helps create better products, services, and stronger customer relationships.

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Social Media Customer Service: A How-to Guide for Boosting Satisfaction and Engagement

Brandwatch CX

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. According to a recent Dimension Data report , 35% of all contact centre interactions are already digital and if growth continues at the current rate it will overtake telephone contact by 2017. Social customer service costs around $1 per interaction , six times cheaper than phone support costs.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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How to transfer Facebook page ownership: A step-by-step guide

BirdEye

Facebook has become a go-to platform for businesses, influencers, and organizations to connect with their audience, share updates, and build a strong online presence. But what happens when you need to hand over a page control to someone else? Knowing how to transfer Facebook page ownership is essentialwhether you’re stepping away, bringing in a new partner, or shifting management to another team.

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25 Ways to Deliver Consistently Great Customer Service

CSM Magazine

If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Understanding What Great Customer Service Means Before exploring actionable strategies, its essential to understand what great customer service looks like. Its not just about smiling at your customers or apologizing when something goes wrong.

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From Burnout to Breakthrough: How AI is Transforming Call Center Coaching

Calabrio

Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.

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The Ultimate Customer Feedback Loop Playbook

Thematic

"Your most unhappy customers are your greatest source of learning." – Bill Gates. Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How to Increase Customer Retention: 15 Proven Strategies That Work

InteractionMetrics

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Think about your favorite coffee shop. Maybe they offer you a punch card where you earn a free coffee after ten purchases. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

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How to write TikTok captions that drive likes, shares, and follows

BirdEye

TikTok is a popular app that allows people to share creative videos and start new trends. But grabbing attention isn’t easy, with millions of videos posted every day. Thats where TikTok captions come into play. A good caption can stop the scroll, spark engagement, and make your content more shareablewhether youre posting a dance video, a funny moment, or a travel clip.

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Enhancing Client Communication Through Custom Interfaces

CSM Magazine

Strong client communication sits at the heart of every thriving business. Whether dealing with customers, partners, or stakeholders, keeping those channels smooth, efficient, and engaging is a must. Dropped balls in communication can spark confusion, tank customer satisfaction, or even cost a company deals. With digital exchanges taking over, finding ways to sharpen communication and build tighter bonds has never been more critical.

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What every CRO should know about customer success, and how to set them up to win.

ChurnZero

Sarah Kiley is chief sales officer at ChurnZero. When customer success starts reporting into the CRO, its not just a reporting changeits a strategic shift. Most CROs come up through sales, where success is measured by speed and outcomes. But owning the full customer lifecycle demands a new operating modelone built on trust, value, and long-term growth.

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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!