eglobalis
MARCH 4, 2025
Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Virtual assistants and chatbots now handle millions of banking inquiries, healthcare questions, and retail service requests, promising faster responses and 24/7 availability.
Experience Investigators by 360Connext
MARCH 11, 2025
Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO’s new medical drama “The Pit” Lush’s bold decision to abandon socia
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Retently
MARCH 11, 2025
Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.
BlueOcean
MARCH 3, 2025
If your company is preparing for the fiscal year, you likely have a stream of questions flowing through your mind: Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes
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.
TechSee
MARCH 11, 2025
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
MARCH 10, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?
BirdEye
MARCH 6, 2025
Increase online presence. That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. But the real challenge was turning scattered efforts into a unified, results-driven strategy. And rightly so, Black Bear Diner turned digital clicks into foot traffic.
Thematic
MARCH 2, 2025
Imagine losing 73% of your customers simply because they had a bad experience with your brand. That’s the reality today—over half of consumers will switch to a competitor after just one negative interaction. This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better.
CSM Magazine
MARCH 13, 2025
How do you know your customers are truly satisfied? Its a question that can make or break a business. Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. Following the right numbers lets companies change how they do things. Better service and bigger profits are the result.
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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.
InteractionMetrics
MARCH 13, 2025
Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.
The DiJulius Group
MARCH 4, 2025
Your CX (Customer Experience) is always on stage. Today, too many companies think they are in a race to evolve their customer experience from costly human interactions to technology like self-check-in/out, apps, kiosks, social media, and online support. While these represent a necessary evolution for most business models, we must not send the message to.
ShepHyken
MARCH 4, 2025
How would you like to know what made a customer angry or sad, leading them to leave a negative review? You might say, Ill just ask them, and thats a great answer. Direct feedback is a gift. But maybe theres another way. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve.
Integrity Solutions
MARCH 11, 2025
Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Increased competition, shifting customer expectations, market volatility and other uncertainties mean there is always both an opportunity and a need to keep improving performance—among individual sellers and at the sales team level—to drive highe
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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.
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Calabrio
MARCH 11, 2025
Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.
SurveySensum
MARCH 10, 2025
With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty.
CSM Magazine
MARCH 11, 2025
With travelers demanding seamless journeys and memorable experiences, airports have risen to the challenge, setting new standards in customer satisfaction. The Airports Council International (ACI) World , in partnership with Amadeus, recently unveiled the 2024 ASQ Airport Experience Awards winners. The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers.
BirdEye
MARCH 10, 2025
Lets say your business is undergoing a rebrand. You’ve updated your logo, website, and social media, but now the tricky part is changing your Google My Business name. It seems like a simple task, but one big question looms over the process: Will you lose all the positive reviews youve worked so hard for? You’re not alone if you’re wondering about the impact of changing your Google My Business name.
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!
ShepHyken
MARCH 11, 2025
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? My answer is accurate: Nothing! For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.
PeopleMetrics
MARCH 7, 2025
At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.
Calabrio
MARCH 10, 2025
Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. So, how are teams looking to increase revenue and drive savings? The overwhelming answer is with the help of the right technology, as businesses expand their contact center software budgets.
inQuba
MARCH 12, 2025
In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging.
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.
CSM Magazine
MARCH 11, 2025
Increasing adoption of AI-driven support solutions and omnichannel communication is transforming customer service experiences. According to a new report published by Market Research Future (MRFR), the Customer Service Market Size is anticipated to rise from USD 470.88 billion in 2024 to USD 800.0 billion by 2035, growing at a CAGR of 4.94% during the forecast period (20252035).
SurveySensum
MARCH 12, 2025
Surveys are packed with data, but raw numbers dont tell the whole story. Your feedback might scream that airline passengers are fuming over ground supportbut hold on. Which flights? Which routes? Was it a baggage blunder, a check-in chaos, or a missing wheelchair request? Thats where cross-tabulation comes in. It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type.
ShepHyken
MARCH 3, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How do you get zero customer complaints? What benefits do businesses gain by proactively eliminating customer complaints? What is the cost of customer dissatisfaction? Why is it important for company executives to engage directly with the customers?
BirdEye
MARCH 6, 2025
Did you know that 90% of customers expect an immediate response from businesses, and for most of them, immediate means less than 10 minutes? Not only that, todays customers expect faster, more intelligent, and tailored interactions, and if businesses fail to fulfill their sky-high expectations, they risk losing out to competitors who can. Thats why businesses strive to deliver on these fronts to stay relevant in this increasingly competitive digital era.
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
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