ShepHyken
FEBRUARY 25, 2025
The title may be a bit misleading. You dont want to be a victim of a farce. You want to experience a positive force. Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.
CSM Magazine
FEBRUARY 28, 2025
Financial fraud is on the rise, impacting organizations across the globe and costing billions of dollars each year. From cybercriminals breaching payment systems to internal bad actors manipulating data for personal gain, the array of threats facing financial institutions has become both widespread and increasingly sophisticated. Beyond the immediate financial losses, fraud also inflicts serious reputational damageundermining customer trust and incurring the scrutiny of regulators.
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eglobalis
FEBRUARY 24, 2025
This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. In reality, CX is undergoing a dynamic transformationone where advanced AI offers powerful insights, yet it is the irreplaceable human expertise and strategic vision that truly build trust and drive sustainable growth.
Calabrio
FEBRUARY 24, 2025
Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace.
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.
Thematic
FEBRUARY 24, 2025
What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 24, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies utilize new technologies like generative AI to improve customer satisfaction? How can companies use digital and conversational signals to understand customer feedback better? What role does AI play in analyzing customer data and providing actionable insights?
Calabrio
FEBRUARY 26, 2025
Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality.
Thematic
FEBRUARY 24, 2025
Unstructured data makes up 80–90% of all business data , yet only 18% of companies are actually making use of it. If you’re here, chances are you’re ready to join that 18% and stop missing out on valuable opportunities. You’re likely searching for the best partner in text analytics to help you unlock the full potential of your data.
BirdEye
FEBRUARY 28, 2025
Did you know that 97% of homebuyers begin their property search online, and 65% of those searches happen on mobile devices? If your real estate agency isn’t ranking in organic search results, you’re missing out on valuable opportunities to connect with potential clients. That’s where real estate SEO comes in. A well-optimized SEO strategy boosts your online visibility, improves search engine rankings, and attracts high-intent buyers and sellers to your website.
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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.
CSM Magazine
FEBRUARY 24, 2025
Long wait times frustrate customers, to the point that they feel that long hold times are the most annoying part of customer service. Companies may lose their clientele if support systems don’t meet their needs or expectations. Call centers which use AI technology tackle these problems head-on, reducing wait times and improving first-call resolution.
ShepHyken
FEBRUARY 23, 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. B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart?
Calabrio
FEBRUARY 28, 2025
Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. And with the help of voice analytics solutions, call centers can leverage AI to turn the voice of the customer into a source of valuable insights. What is voice analytics?
PeopleMetrics
FEBRUARY 27, 2025
So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Congratulations! This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. The natural instinct? Go big. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.
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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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The DiJulius Group
FEBRUARY 27, 2025
Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss John’s evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today’s workforce. John shares insights from his journey in building The DiJulius.
BirdEye
FEBRUARY 24, 2025
A strong online presence is a must for real estate agents like you in this rapidly evolving digital world. Google Business Profile (GBP)previously called Google My Business (GMB)makes managing your visibility on Google Search and Google Maps easier, helping potential clients find you when they need an agent. However, many agents still overlook this powerful tool.
IntouchInsight
MARCH 1, 2025
The restaurant industry is evolving at an unprecedented pace. Brands are introducing customer-facing technology, new menu items, limited-time offers, subscription and membership programs, back-of-the-house innovations, and many other initiatives to enhance customer experience, streamline operations, and meet evolving consumer expectations.
SurveySensum
FEBRUARY 24, 2025
Out to do a detailed analysis of your customer feedback/review? But wait, are you doing it right? When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis.
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!
Calabrio
FEBRUARY 25, 2025
Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands dont have the resources to manage the contact centre in a way that will extract the right insights to inform the business.
Blueshift
FEBRUARY 28, 2025
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs T his quote is everywherewoven into articles, echoed in speeches, and shared endlessly across social media. It captures the genius of Steve Jobs, the visionary who redefined Apple and revolutionized the way we interact with technology.
BirdEye
FEBRUARY 24, 2025
When people need a plumber, electrician, or HVAC repair, they no longer flip through the Yellow Pagesthey grab their phone and search on Google. If your home service business isnt showing up when they search, youre losing out on potential customers to competitors who are easier to find. Thats where Google My Business for home services comes in. It helps you show up in local searches, making it easier for customers to call, book, or visit your website when they need your services.
CSM Magazine
FEBRUARY 24, 2025
With the current digital environment, safeguarding customer information is paramount for service teams. Companies process enormous volumes of sensitive data daily, ranging from personal information to payment details. One breach can lead to substantial monetary losses, legal action, and eroded trust. Cyberthieves continually change their strategies, attacking customer service teams through phishing attacks, social engineering, and data theft.
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.
Optimove
FEBRUARY 27, 2025
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: NFL betting behavior shifts dramatically throughout the season. Optimove Insights reveals crucial engagement peaksSuper Bowl bettors increase by 220%, and pre-game wagers dominate at 86%. This means operators should align campaigns with high-engagement moments to maximize impact.
Brandwatch CX
FEBRUARY 28, 2025
Discover how Facebook automation can elevate your marketing strategy. Read the guide to streamline your efforts and improve engagement.
Northridge Group
FEBRUARY 25, 2025
The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience. The post State of CX 2023 Research Report: Part II first appeared on Northridge Group.
BirdEye
FEBRUARY 24, 2025
How well do you know your customers on Google? Google My Business analytics gives you a behind-the-scenes look at how potential customers discover and engage with your business listing on Google. These insights are critical for multi-location businesses into customer behavior, showing you whats working and where youre missing opportunities. FYI : Google has rebranded Google My Business (GMB) as Google Business Profile (GBP).
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.
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