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CX 2025: The AI Revolution That Will Leave Your Business Behind

eglobalis

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 Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their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.

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Do You Need a Customer Experience Manager?

InMoment XI

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.

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Service Trends in 2024: Top Predictions and Lessons Learned

TechSee

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

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[Experience Action Podcast] 5 Year-End Reflection Questions

Experience Investigators by 360Connext

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.

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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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Irresistible Customer Experience: What Every Customer Wants #CX

Kate Nasser

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.

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Call Center Dashboard: Track and Analyze Call Volume for Business Growth

InMoment XI

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. Therefore, a positive call center experience is essential for business growth.

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Optimizing Field Service with AI and Visual Intelligence

TechSee

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.

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The Five Easiest Customer Service Tactics Anyone Can Do

ShepHyken

Its the holiday season, and whatever holiday you choose to celebrate or choose not to celebrate gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customer service or experience tactics a company can implement?

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5 Trends That Will Shape Lending Customer Service in 2025

CSM Magazine

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
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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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A Complete Guide to Customer Service Automation

Comm100

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market

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Generating Higher Profits by Managing Customers as Financial Assets

Genroe

Your customer is your most powerful asset, yet, few organisations actually manage and monitor their customers as a financial asset? The post Generating Higher Profits by Managing Customers as Financial Assets appeared first on Genroe | Customer Experience | Net Promoter Score.

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The Nine Golden Rules of CX Success: Rules 4-6

CX University

To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term The Golden Rules of CX. The Golden Rules represent essential guidelines for achieving success either broadly or within a specific endeavor. This is the second of a three-part series on thenine golden rules for CX Success, originally published on CustomerThink.

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How to Execute the Optimal Customer Experience with John Durocher

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? What are the benefits of a customer advisory board? Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods?

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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 Data Warehouse Insights Can Boost Customer Experience in Real-Time

CSM Magazine

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Enter the power of data warehouses and reverse ETLa solution that allows organizations to transform raw data into meaningful, actionable insights in the blink of an eye.

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AI in storage management: Transforming multi-location operations with GenAI

BirdEye

The storage industry is experiencing a transformation in how facilities operate and serve customers. Providing secure units is no longer enough to stay competitive. Today’s storage businesses face increasing operational complexities while meeting evolving customer expectations. With the US AI-powered storage market projected to reach $55.93 billion by 2033, facility managers are discovering how artificial intelligence can transform these challenges into opportunities for growth and improve

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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

Think Customers

By Ricardo Saltz Gulko Guest article as part of our partnership with the European Customer Experience Organization. See original post here. In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signalsometimes an isolated need, sometimes a broader trendbut responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

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How to Use Real-Time Email Marketing

Optimove

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With more than 70% of carts abandoned, there is a tremendous opportunity for additional revenues and profits for those marketers who can leverage smart email marketing strategies to have a percentage of those customers complete those purchases. However, simply sending additional emails will not convert those customers.

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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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Top 5 Customer Service & CX Articles for Week of December 16, 2024

ShepHyken

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. The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share.

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Why 24/7 Customer Support is a Game Changer for Businesses

CSM Magazine

Customer expectations are at their peak in the current fast moving and interconnected digital era. Offering a customer service that runs all day is important for businesses: that is one of the ways that they will be able to meet the high demands of the customers. It does not matter if you deal with retail, technology or even online gaming; providing support at any time of the day will increase customer satisfaction and loyalty.

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Using AI in Sales Should Not Sacrifice The Human Touch

Integrity Solutions

From predictive analytics and sales automation to chat bots and conversational intelligence, more businesses are taking advantage of the latest advances in artificial intelligence (AI) and automation capabilities. It’s a trend that will only accelerate over the next few years. Digital technologies and AI tools have much to offer in terms of improving sales efficiencies, personalizing content, providing more data-driven insights and automating the tedious tasks that have frustrated salespeo

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The Spirit of Christmas: Are Joy and Tradition Holding Strong?

2020 Research

Key Takeaways During the holiday season, spending hits its highest point, yet financial challenges differ across regions. Tailor your strategies to reflect these unique local spending habits to truly engage consumers. Understanding cultural nuances, such as Italys emphasis on family feasts or Germanys reflective traditions, helps brands craft campaigns that feel authentic and meaningful.

Travel 52
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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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Top 13 Jotform Competitors & Alternatives of 2025

SurveySensum

Jotform is an online worldwide platform that helps businesses create robust forms easily on any device. It has unlimited customizable templates for its users with 100+ integrations to third-party apps. This all-in-one workspace collects, organizes, and manages the data online. Not just that, it offers conditional logic in the forms, quick-to-generate reports, automated workflows, and many other features.

2025 52
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Why Abandoned Cart Recovery is Vital for E-Commerce Growth

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: Effective strategies to recover abandoned carts helps build customer loyalty, revenue and growth not only during the critical holiday shopping season but builds the basis for building long-term customer relationships that will benefit the brand throughout the year and into the future.

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Southwest Gas Tops Customer Satisfaction Rankings in the West for Fifth Consecutive Year

CSM Magazine

For the fifth year in a row, Southwest Gas has been recognized for top-tier customer satisfaction in Residential Natural Gas Service for the West region among large utilities. This recognition comes from the J.D. Power 2024 Gas Utility Residential Customer Satisfaction Study. The company also earned high marks for its commitment to safety, reliability, and payment services.

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How Your CSP Picks Up The Customer Journey Where Your CRM Leaves Off

Gainsight

Your Sales team has just closed a major deal. Your Sales team rings the gong, and CRM lights up with the detailscontact information, deal value, and the goals your new customer hopes to achieve. Its a moment of celebration. But now what? For many businesses, a CRMs role quickly diminishes once the deal is done. The baton gets passed to Professional Services and Customer Success.

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Unlock the Future of Learning Growth and Retention at Cognition24!

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.