eglobalis

DECEMBER 4, 2024

When writing any text, it is imperative to provide substance, not just bold statements or speculative predictions, to respect readers and value their time. Thoughtful content fosters credibility and maintains their engagement. In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. While such statements are often designed to spark discussion, this particular assertion felt both overly simplistic and misaligned with the transformative, cont

2030 320

2030 B2B Culture Government 320

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

BlueOcean

DECEMBER 2, 2024

This blog post has consistently ranked as one of our most popular year after year. The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Every business team or department has to measure its results to understand what is and isnt working (or worth the organizations investment): Marketers show how social media campaigns and ebooks attract new leads Salespeople explain how account-based tactics help land big-ticket sales Human resources pros tie culture initiatives to improved retention and faster recruitment Customer experience teams are

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

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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

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. Still, not all service challenges are the same. It’s different answering a simple question versus helping with complex tasks like troubleshooting.

Customer Experience 124

Customer Experience Virtual Agent Competitive Advantage Interaction 124

eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. From hyper-personalization to autonomous workflows, AI is delivering unprecedented opportunities while posing new challenges.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

InMoment XI

DECEMBER 17, 2024

Did you know that 80% of organizations have CX teams with 11 or more employees dedicated to the businesss CX program? As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Retently

DECEMBER 10, 2024

QuestionPro has been a go-to for many, but the competition is heating up. With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers.

2024 78

2024 Multi-Channel NPS Feedback 78

Experience Investigators by 360Connext

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations. We’ll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappoi

Customer Expectations 143

Customer Expectations Customer Relationships Customers Loyalty 143

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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

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i

2024 109

2024 2025 Omnichannel Social Media 109

ShepHyken

DECEMBER 10, 2024

How to handle angry customers is a topic Ive covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem.

Workshop 93

Workshop Customer Service Training Customers Customer Service 93

eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

InMoment XI

DECEMBER 5, 2024

Credit unions are significantly reliant on the trust of their members for success. Their community-centric nature encourages prospects to value public opinion when making a decision. This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. Focusing on credit union reputation management is crucial for building trust with existing and potential members.

Management 195

Management 2024 Financial Social Media 195

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

Kate Nasser

DECEMBER 15, 2024

Delivering an irresistible customer experience is easier than you think and worth the effort! Tips fr Kate Nasser, The People Skills Coach, Author, Leading Morale. The post Irresistible Customer Experience: What Every Customer Wants #CX appeared first on KateNasser.com.

Customer Experience 91

Customer Experience Customers Contact Center Customer Care 91

Experience Investigators by 360Connext

DECEMBER 17, 2024

What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we’ll explore five critical questions that will help you evaluate your priorities and achievements this past year.

2025 143

2025 Connections Feedback Insights 143

TechSee

DECEMBER 17, 2024

Field service optimization has become a critical focus for companies striving to meet their customers’ growing expectations for faster and more efficient services. The demand for superior service quality and rapid response times puts significant pressure on organizations, many of which grapple with limited resources and complex logistical challenges.

Customer Satisfaction 109

Customer Satisfaction Innovation Communication Technology 109

ShepHyken

DECEMBER 3, 2024

I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. I’ve always shared glowing comments and high scores – until recently. First, a little background. The surveys are always short, and because I like the company, I always fill them out. Since I’ve never had anything negative to say or guidance to offer, I assume that’s why I never heard back from them.

Workshop 91

Workshop Customer Service Training Feedback Customer Service 91

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

Thematic

DECEMBER 10, 2024

Reviews are a treasure trove of information. That’s where your customers tell you exactly what they do and don’t like about your company. Large organizations typically have vast quantities of reviews that are packed with valuable insights. Making sense of these requires a systematic approach. Review sentiment analysis using AI tools helps you unpack what your customers feel about particular topics and track how that changes over time.

E Commerce 62

E Commerce Multi-Channel Insights E-support 62

InMoment XI

DECEMBER 9, 2024

Winter 2024 is heating up the CX landscape! Generative AI is making waves, societal shifts are redefining expectations, and customer experience design is evolving beyond transactions into transformative journeys. CX leaders face a thrilling challenge: staying ahead in a rapidly changing world. Lets dive into the hottest trends and their implications for experience improvement.

2024 195

2024 2025 Download Roadmap 195

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. Businesses that prioritize exceptional customer experiences are more likely to retain loyal customers and attract new ones. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Interactions

DECEMBER 18, 2024

Back in late September, I had the opportunity to speak on an expert panel at the CX Innovation Summit, down in Naples, Florida. While weathering Tropical Storm Helene with many other industry leaders, I joined Jeffery Carson, Vice President of Journey Analytics & Operations at Synchrony , and Neel Sen, Director of Consumer Product Innovation at Verizon on stage to discuss the future of customer experience in contact centers.

Innovation 62

Innovation Engagement Effort Score Contact Center 62

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Zonka Feedback

DECEMBER 9, 2024

Were thrilled to introduce the Zonka Feedback Partnership Program , created to empower businesses, agencies, and technology providers to transform customer experience (CX) and drive shared growth.

Feedback 98

Feedback Technology Customer Experience Events 98

ShepHyken

DECEMBER 9, 2024

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 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

2024 77

2024 Article 2025 Customer Service 77

CSM Magazine

DECEMBER 18, 2024

Customer service is an essential element for companies working in the lending industry. Establishing long-lasting relationships with clients is paramount to growing a successful and profitable business. Whenever people are looking for lenders, they always seek a company with the best customer reviews. Those reviews are the product of excellent services provided by the lender and the customer care team that welcomed the client and guided them through the whole process.

2025 52

2025 Customer Service Banking Financial 52

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. However, building a solid CX program requires more than isolated efforts and reactive fixes. Businesses must focus on a strategic approach that helps them move the needle on their current CX programs.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing