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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2025 Customer Experience Download Roadmap 109

ShepHyken

FEBRUARY 16, 2025

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. Speaking Your Customers Love Language: 5 Ways to Woo Them This Valentines Day by Sam Richardson (CX Network) Twilios Sam Richardson outlines five ways organizations can speak their customers language and show some love on every day of the year.

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2025 Article Customer Service Loyalty Programs 77

InMoment XI

FEBRUARY 12, 2025

Whether you run a small business or a global enterprise, you need to have customers constantly coming through your doors to promote business continuity and growth. For retail businesses with brick-and-mortar stores, customer reviews are one of the most effective ways to increase traffic and drive offline sales. With 36% of customers browsing two review sites and 41% checking three or more sites when deciding which local businesses to visit, the power of online reviews is undeniable.

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Feedback Retail Social Media Advertising 195

Bill Quiseng

FEBRUARY 12, 2025

English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

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Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Definition

ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyones racing to implement AI, many are missing the most important part keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the

Customer Service 86

Customer Service Books Workshop Customer Service Training 86

Thematic

FEBRUARY 12, 2025

Have you ever launched a marketing campaign only to feel like it’s not hitting the mark with your audience? It’s frustrating, isn’t it? You might be wondering: What am I missing? The answer could be hidden in your customer feedback. Did you know that social media is the #1 product discovery channel , with 33% of consumers finding new products through platforms like Instagram and TikTok in the past three months?

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Marketing Social Media Net Promoter Score Feedback 62

Optimove

FEBRUARY 11, 2025

See the difference control groups make in this guide Download Now Why it matters: Understanding hidden data is key to unlocking insights that drive smarter, proactive strategies. Just as the Macrodata Refinement team in Severance detects anomalies to reveal underlying trends, marketers can mine customer data to anticipate needs and personalize interactions.

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Social Media Download Insights Demo 59

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Looking back and re-reading this chapter, I had to laugh. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

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Voice of Customer Communication 2025 2017 77

CSM Magazine

FEBRUARY 12, 2025

Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone. In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a proven roadmap to results.

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Multi-Channel Consulting Return on Investment ROI 52

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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.

2024

Thematic

FEBRUARY 12, 2025

Is your business on social media? Then you’ve probably seen how one viral tweet, a trending hashtag, or a wave of customer complaints can shift public perception overnight. In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily.

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Social Media Insights Feedback 2025 62

Comm100

FEBRUARY 11, 2025

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life. Thats the reality in many universities today.

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White Paper Financial Banking Demo 52

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

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Metrics ROI Customer Relationships Customers 62

inQuba

FEBRUARY 11, 2025

The end of 2024 is upon us. In our home market, the December period is a time for end of year holidays. Business shuts down and we head towards the coast or mountains to enjoy a break and welcome the new year. This year will be remembered as a year of massive developments in AI. In particular, LLMs and generative AI have stood out as incredible new technologies that truly have become mainstream.

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Customer Journey Chief Customer Officer Interaction 2024 52

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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.

Voice of Customer

ChurnZero

FEBRUARY 16, 2025

The goal of any customer success interview is to determine if a role is a mutual fit. Does the candidate have the skills and experience the hiring manager is looking for? Is this a role, team, and company that the candidate wants to commit to joining? Of course, there are some standard customer success interview questions that are bound to come up, from simple things like tell me about yourself, age-old head-scratchers like what are your strengths and weaknesses, and scenario-based questions tha

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Customer Success Return on Investment Hotels Communication 52

Customer Enthusiast

FEBRUARY 17, 2025

After a 20-year career with Marriott, in 2006 I ventured into a second act speaking, writing, and consulting, primarily on the topic of customer service. Over the years, Ive read dozens of business books to glean insights and keep abreast of trends.

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2006 Books Consulting Insights 57

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

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Demo Feedback Omnichannel Touchpoint 52

Doing CX Right

FEBRUARY 16, 2025

Are you losing customers without knowing why? In this episode, Stacy Sherman and Tzachi Ben-Sasson explore how Voice of Customer programs help businesses retain customers, boost loyalty, and drive long-term revenue growth. The post Why Customers Leave: How Voice of Customer Drives Retention appeared first on Doing CX Right.

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Voice of Customer Customers Loyalty 52

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!

Customer Experience

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints. By integrating multi-channel strategies, real-time analytics, and dynamic personalization, retailers can optimize each customer journey, ensuring messages resonate and drive engagement.

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Retail Customer Engagement Multi-Channel Engagement 52

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.

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Social Media Customer Centricity Leadership Culture 62

Comm100

FEBRUARY 17, 2025

I could start this article with a history of how technology has impacted sports betting. I could drone on about the incremental benefits that iGaming operators get whenever a new tool, platform, or algorithm enters the mix. Faster odds updates, smoother interfaces, sharper risk management. All useful, sure. I wouldnt fault you for putting the dawn of AI in that same bucket.

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Sports Demo Social Media Competitive Advantage 52

SurveySensum

FEBRUARY 17, 2025

Are you still analyzing your customer feedback manually? In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business. However, tracking them manually is so 2018. So whats the solution here?

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Multi-Channel Social Media 2025 Feedback 52

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.

Customer Insights

Totango

FEBRUARY 12, 2025

Totango marked a significant milestone on January 22, 2025 a complete rebrand and website update that signals an exciting new chapter, and reflects the journey that brought us to this point. We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players.

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Brands 2024 Customer Success 2025 62

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. This post offers actionable customer retention strategies to turn new or one-time holiday shoppers into repeat customers, maximizing loyalty and lifetime value.

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Customer Retention Loyalty Programs Download Loyalty 52

The DiJulius Group

FEBRUARY 17, 2025

Shocking CX Statistics / Fast is No Longer a Luxury in Customer Experience / Do the top CX Brands Outperform their competition? Our New CXO Academy Graduates Do Top CX Brands Outperform Competitors and the Stock Market? Over the past two decades, my research has uncovered how the top customer experience companies outperform competitors and. Read Full Article The post Shocking CX Stats / Do Top CX Brands Outperform Competition appeared first on The DiJulius Group.

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Brands Article Customer Experience Marketing 52

Zonka Feedback

FEBRUARY 18, 2025

Are you delivering the best patient experience? Discover how healthcare customer experience management reduces wait time, improves patient care & retention.

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Healthcare Customer Experience Management Customer Experience Management 52

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales