Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Because customers are tired of slow responses, generic replies, and unresolved issues. This growth is fueled by businesses wanting to extract deeper insights from massive volumes of text and react faster to customer needs.

Marketing 62

Marketing 2030 E Commerce Social Media 62

Thematic

MARCH 30, 2025

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.

Feedback 62

Feedback Customer Centricity Culture Customers 62

Interactions

APRIL 2, 2025

Innovative features that leverage human-AI augmentation and Gen AI can tip good customer experiences into stellar territory and lead to benefits that drive deeper efficiencies and insights. The customer journey is optimized and personalized within whatever channel they choose, remembering customers and interactions across channels.

Retail 62

Retail Average Handle Time Contact Center Innovation 62

Calabrio

MARCH 31, 2025

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.

Contact Center 52

Contact Center Customer Service Virtual Agent 2025 52

CSM Magazine

APRIL 3, 2025

Better customer experiences. Improving the customer experience is easier now than ever before. User Empowerment : Customers remain in control of their personal data by leveraging blockchain-enabled tools. Data-Driven Insights : Platforms like Launchpad XYZ use advanced analytics to identify emerging tokens like PEPE.

Customer Experience 52

Customer Experience Loyalty Programs Government Loyalty 52

Optimove

MARCH 31, 2025

This post explores why 1,000 segments are no longer excessive theyre essential and how journey-based, real-time segmentation leads to stronger engagement, smarter campaigns, and long-term customer loyalty. But todays customers dont behave in static ways.

2025 52

2025 Download Fashion Definition 52

Happy or Not

APRIL 1, 2025

Understanding customer sentiments is crucial for businesses looking to enhance customer experience and drive long-term success. Many businesses focus only on third-party review sites or social media comments rather than developing a structured customer feedback program.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

Thematic

MARCH 30, 2025

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. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Optimove

APRIL 3, 2025

Re-engage your churned customers with this guide Download Now Why it Matters: The iGaming Churn Descending Recovery Curve reveals a simple but powerful truth: the faster marketers act on player churn, the more they will recover in both engagement and revenue. On average, 55% of an operator’s customer base is in the Churn LCS.

Download 52

Download 2024 Definition ROI 52

BirdEye

APRIL 1, 2025

It also encompasses collecting new reviews, measuring guest sentiment, and acting on insights to improve the guest experience. Guests who feel heard are more likely to become repeat customers. Meanwhile, a well-crafted response to a negative review can transform a frustrated customer into a loyal advocate.

Hotels 52

Hotels 2025 Books Management 52

Maru Group

APRIL 3, 2025

In todays business climate, its more important than ever for brands to have a key understanding of how their customers think - and for businesses to truly understand whats driving their customers actions. To fully grasp how customers are interacting with brands, businesses must understand the emotional drivers behind their behaviours.

Consumers 52

Consumers 2025 Travel Financial 52

Optimove

APRIL 1, 2025

Optimove Engage Empower your teams by unlocking creativity, streamlining content creation, and delivering personalized customer experiences at scale. It removes traditional channel boundaries, unifying and personalizing experiences for every customer across every touchpoint. Want more product info?

Engagement 40

Engagement Download Touchpoint Insights 40

Forrester's Customer Insights

MARCH 31, 2025

Customer interactions produce huge volumes of high-quality, well-governed data; unleashing AI on this data lets organizations summarize and surface key insights, predict best actions to take and start pursuing goals autonomously. The value of AI in CRM is real. The result?

Government 29

Government Marketing Interaction Insights 29

Forrester's Customer Insights

APRIL 1, 2025

Both leaders in The Forrester Wave: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprise-wide CX programs as well as digital, contact center, and location-based operations leaders. Despite the similarities […]

2024 35

2024 Contact Center Events Feedback 35

Gainsight

APRIL 1, 2025

Perfection should not stop progress, particularly when it comes to helping Customer Success (CS) teams build relationships with customers. In todays world, where companies average at least 100 software programs across organizations, its almost guaranteed that there is customer data CS teams arent using to the entire companys advantage.

Roadmap 52

Roadmap Customer Journey Insights Customer Success 52

Thematic

APRIL 3, 2025

Imagine sending out a new product feature without ever checking what your customers think. Building a customer feedback loop is how we avoid flying blind. It’s a continuous cycle where we collect feedback, act on it, and show customers they’ve been heard—boosting trust and customer insights.

Feedback 62

Feedback Net Promoter Score Social Media E-support 62

Forrester's Customer Insights

APRIL 4, 2025

What do AI-powered advancements like Experience Agents and Qualtrics Edge mean for experience research today and in the future? Here are three takeaways from Qualtrics X4.

Customer Centricity 36

Customer Centricity Customer Experience Management Insights Management 36

Thematic

APRIL 1, 2025

Solving this difficult task requires in-depth understanding of both the problem of customer feedback analysis and the relevant advances in technology. Well, current NLP technology is able to extract themes from sentences and deliver humans insight into what is being said. Perfect for analyzing large amounts of text!

2010 62

2010 2017 2009 Events 62

Forrester's Customer Insights

APRIL 3, 2025

OCBC has emerged as a leader in enterprise AI adoption, seamlessly integrating generative AI across its operations. I recently spoke with Donald MacDonald, Head of OCBC’s Group Data Office, about the bank’s AI journey. Q: Donald, OCBC’s success with AI seems to stem from a long-term vision rather than a sudden pivot.

Banking 48

Banking Financial Technology Insights 48

PeopleMetrics

APRIL 3, 2025

Today, you can embed VoC insights right into CRM records, so reps or managers dont need to bounce between platforms. And with the help of AI, its not just about embedding scoresits about surfacing contextual insights in real-time. Think: AI-generated summaries of open-ended comments next to a customer record. Social Data?

2025 62

2025 Roadmap 2017 Call Center 62

Forrester's Customer Insights

APRIL 3, 2025

Generative AI was so two years ago. Now, businesses are all about agentic AI (not to be confused with AI agents), channeling the brouhaha of ChatGPT in 2023. But where is the consumer in all this? While businesses are moving to experiment and learn more about agentic AI, consumers are not. Business-oriented, not consumer-oriented, use […]

Consumers 37

Consumers 2023 B2C Insights 37

PeopleMetrics

APRIL 1, 2025

VoC programs that connect employee compensation to performanceespecially customer-facing managersare more likely to get traction. Recognition alerts (see Lesson 33 Revisited ) are a great source of insight for non-monetary rewards that boost morale and reinforce positive behaviors. The platform gets used. The alerts get followed up on.

2025 62

2025 NPS 2017 Metrics 62

Forrester's Customer Insights

APRIL 3, 2025

Last weeks mega deal of Google acquiring CNAPP provider Wiz for $32B has some lamenting the future of IPOs in the cybersecurity space. Wiz was on a high growth trajectory and given Wiz had previously rebuffed Googles interest in summer of 2024, many assumed Wiz was on target for a 2025 IPO, the success of […]

2025 26

2025 2024 Management 26

Forrester's Customer Insights

APRIL 1, 2025

The latest on Fujitsu and its Quantum Computing capabilities.

Technology 33

Technology Insights Customers 33

Forrester's Customer Insights

APRIL 3, 2025

Events such as COVID-19 and the Russo-Ukrainian War demonstrate that the location of manufacturing greatly impacts national security, highlighting that companies need to diversify their supply chains to maintain an optimal balance between cost and flexibility.

Events 32

Events Customers 32

Experience Investigators by 360Connext

APRIL 3, 2025

Customer expectations are higher than ever, and the companies that thrive are those that place customer experience (CX) at the center of their strategy. Breaking Down Silos: Learn how to foster collaboration between marketing, sales, product, and customer service teams to create a unified approach.

Competitive Advantage 143

Competitive Advantage 2025 Customer Experience Webinar 143

Optimove

MARCH 31, 2025

Optimove Ignite+ Accelerate your growth as an emerging iGaming or sports betting operator with industry-leading CRM marketing technology, deep insights, strategic support, and a thriving community. Ready-to-Launch from Day One Jumpstart your success with high-impact campaigns and customer journeys, preloaded and ready to go.

Sports 52

Sports Webinar Events Demo 52

Optimove

APRIL 2, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Delivering personalized customer experience is an absolute must for brands to stay competitive. Marketers need tools to break silos, drive end-to-end customer experience, and truly become positionless. The Positionless Marketer isnt a conceptits here.

Marketing 52

Marketing Touchpoint Download Customer Journey 52

CSM Magazine

MARCH 31, 2025

We are in a new age of customer support. Customers will give you bonus points if they can seamlessly move between these different communication channels when they need to. By the time youre done, you will know everything about omnichannel strategies and how they can promote customer support for happier customers and higher revenue.

Omnichannel 52

Omnichannel Advertising Social Media Touchpoint 52

CSM Magazine

APRIL 1, 2025

Authentic customer service is more than just solving problems or answering questions. Its about building genuine connections, meeting customer needs in meaningful ways, and fostering trust that keeps them coming back. Prioritize Active Listening When your customers reach out, give them your full attention.

Customer Service 52

Customer Service Competitive Advantage Exceptional Customer Service Customers 52