Team Support

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. Implementing robust feedback loops in 2024 is essential for gaining insights into customer experiences.

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2024 Omnichannel Social Media 2023 108

Optimove

NOVEMBER 25, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: As we approach 2025, the marketing landscape is rapidly evolving, requiring marketers to stay ahead of emerging trends and technologies to maintain a competitive edge. Personalization isn’t just about frequency—it’s about relevance.

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2025 Technology Marketing Omnichannel 59

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. Virtual and Augmented Reality (VR/AR) VR and AR technologies, used by platforms like Unity and ARKit, create immersive and interactive experiences for customers.

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Customer Experience Social Media 2024 B2B 324

ShepHyken

DECEMBER 1, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. I have added my comments about each article and would like to hear what you think too.

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Article 2024 2025 Customer Service 75

ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. Per the 2024 Customer Success Leadership Study , 51% of CS teams are responsible for renewal revenue and 41% for expansion revenue. To remain an engine for revenue and growth, and to scale that ability, CS leaders need CS-specific technology.

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2024 Customer Success Management 2022 52

Gainsight

NOVEMBER 13, 2024

Welcome to the first day of Pulse Europe 2024 , Gainsight’s annual conference held at the beautiful RAI Amsterdam. As we delve into a future where AI becomes increasingly integrated into customer success strategies, it’s essential to remember that technology should enhance, not replace, the human experience. See you tomorrow!

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Gainsight

NOVEMBER 14, 2024

The company wants everyone to be able to easily participate in the digital technology of today and tomorrow—and have fun while doing it. Serving the travel and hospitality industry, Lighthouse is the technology platform that turns data complexity into revenue growth. The post Celebrating Our 2024 Pulse Europe GameChanger Award Winners!

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2024 Hospitality Innovation Customer Success 52

ShepHyken

AUGUST 4, 2024

Our 2024 CX research (sponsored by RingCentral ) found that a friendly return policy is one of the top five reasons customers come back. 9 Must-Know Customer Loyalty Statistics for 2024 by Achille Traore (BusinessCloud) In today’s competitive market, retaining customers is as crucial as attracting them.

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2024 Article Customer Service Airlines 85

CSM Magazine

NOVEMBER 25, 2024

The realm of Internet radio broadcasting is changing swiftly as technology progresses further each day. Here are ten cutting-edge concepts for radio broadcasters in 2024. Integrating cutting-edge elements such as AI technology and specialized programming presents enticing possibilities for reshaping the listening experience.

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2024 Innovation Social Media Entertainment 52

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

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2024 Article Customer Service Contact Center 73

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Optimove’s Rony Vexelman closes Connect 2024 with an invitation to Connect again in 2025.

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Magellan Solutions

JANUARY 17, 2024

The future of outsourcing in 2024 has been a topic of much concern lately. trillion in 2024. If these problems continue, how will BPO companies maintain their competitive advantage in 2024? Being more adaptable and technologically advanced enables them to maintain their competitive advantage.

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2024 Competitive Advantage Omnichannel Telecommunications 52

CSM Magazine

JUNE 17, 2024

Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. ” “The 2024 Awards program highlights narratives of resilience, perseverance, and unwavering operational continuity within the profession.

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2024 Technology Contact Center Healthcare 52

ShepHyken

NOVEMBER 11, 2024

One of the Big Retail CX Trends of 2024? Today, technological advancements and digital channels often dominate the conversation. The result is a dramatic increase in both the number of customers willing to share feedback and the quality of their responses. CX Day, which was held on Oct.

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2024 Article Customer Service Magazine 71

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. The economic potential of generative AI: The next productivity frontier Of all the customer service trends for 2024, the advent of Generative AI is likely to have the greatest impact.

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ShepHyken

SEPTEMBER 8, 2024

My Comment: With all the hype around self-service and AI-infused technology that supports a better experience, is it surprising that almost half of customers (48%) prefer to talk to a live person? This article dives into how evolving customer expectations and technological advancements are changing customer loyalty.

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CSM Magazine

OCTOBER 15, 2024

The recently released UK Customer Experience Decision-Makers’ Guide 2024-25 , supported by us at Sabio Group, is a piece of research that offers a comprehensive look at the current state of the industry, as well as the strategies that are being adopted within it. About the Author Joe O’Brien is Head of Communications at Sabio Group.

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2024 Insights Customer Experience B2C 52

ShepHyken

NOVEMBER 3, 2024

In this article, the focus on creating a better EX is by using technology. So, the next time you’re thinking about technology that you’ll use to make the customer experience better, think about how you might do the same for your employees. You’ll have to share your email address to get it, but it’s an excellent report and worth it.

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Article 2024 Customer Service Loyalty Programs 71

Totango

FEBRUARY 13, 2024

TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products!

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2024 Customer Journey NPS Customer Success 109

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. What skills will help CSMs and individual contributors stand out in 2024?

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2024 Customer Success 2023 Leadership 52

delighted

OCTOBER 3, 2024

New technologies and innovations continue to make online retail an exciting avenue for customers to shop with your brand. billion between 2024 and 2029. The post Top 10 ecommerce trends shaping online retail in 2024 appeared first on Delighted. Ecommerce trends FAQs What is the future of ecommerce?

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ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. They not only come back, they promote and defend you.

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2024 Article Customer Service Government 88

Cyara

JANUARY 4, 2024

Contact center technologies continue to evolve and enhance customer experience. In 2024, successful businesses will need to continue to keep their focus fixed on the customer journey. As a result, contact center testing is growing in importance. Industries are putting lots of focus on simplifying the customer experience.

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Contact Center 2024 Customer Journey Customer Relationships 76

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We have so many incredible sessions coming up at Pulse Europe 2024, but here’s a look at a couple of our early favorites. Why Attend Pulse Europe 2024?

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2024 Customer Success Sports Leadership 52

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We have so many incredible sessions coming up at Pulse Europe 2024, but here’s a look at a couple of our early favorites. Why Attend Pulse Europe 2024?

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2024 Customer Success Sports Leadership 52

SurveySensum

SEPTEMBER 2, 2024

Technologies make it possible not to do it manually, optimize resources, and grow ROI. eMarketer expects that CTV ad spending will increase to over $30 billion in 2024. eMarketer expects that CTV ad spending will increase to over $30 billion in 2024. The experience must remain both relevant and respectful.

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Gainsight

SEPTEMBER 12, 2024

Empowering Customers to Succeed on Their Own Pulse Europe 2024 is all about unleashing the power of the customer, just like this track. Discover the symbiosis of cutting-edge AI and authentic human engagement, as we explore the exciting frontier where technology amplifies empathy and propels Customer Success into a new era.

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2024 Chief Customer Officer Leadership Events 52

Gainsight

SEPTEMBER 12, 2024

Empowering Customers to Succeed on Their Own Pulse Europe 2024 is all about unleashing the power of the customer, just like this track. Discover the symbiosis of cutting-edge AI and authentic human engagement, as we explore the exciting frontier where technology amplifies empathy and propels Customer Success into a new era.

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2024 Chief Customer Officer Leadership Events 52

Circular Edge

AUGUST 20, 2024

Meet the Circular Edge Team at INFOCUS October 1-3, 2024 | Denver, Colorado JD Edwards INFOCUS brings together IT leaders and business users with JD Edwards experts, industry innovators, technology leaders and Oracle Product teams for insights, education and information.

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2024 Workshop Demo Events 52

CSM Magazine

NOVEMBER 26, 2024

Technology – if harnessed effectively – can help companies improve customer experience by providing proactive support during today’s tough economic climate. As reported in Ofwat’s draft determinations for 2024 price review, water companies will be faced with both rewards and penalties to drive a step change in performance.

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Customer Centricity Technology 2024 2022 52

BirdEye

SEPTEMBER 20, 2024

At Birdeye View 2024 , experts from various industries, including mortgage, healthcare, dental, property management, and storage, shared how AI is helping them navigate these turbulent times while driving operational efficiency and customer satisfaction. The mortgage industry is increasingly leaning on AI to automate key back-end processes.

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Optimove

SEPTEMBER 17, 2024

Panel Sessions – Join us for The Leaders of Tomorrow on September 24 at 12:45 PM (Conference Room 1), and UEFA Euro 2024 Insights on September 25 at 2:00 PM (Conference Room 3). The post Meet Optimove at SBC Summit Lisbon 2024 – Gain New Insights on CRM Marketing appeared first on Optimove. Want to meet us there?

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Think Customers

JUNE 24, 2024

The yin and yang of people and technology was on full display. The one question on everyone’s mind, as it was at Internet World decades ago: “How do I integrate technology to innovate without damaging my brand, customer, or employee experience?” Technology alone is not the answer. “We

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Technology Contact Center 2024 Leadership 59

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. Louis Magazine (St.

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2024 Article Customer Service Average Handle Time 67

BirdEye

NOVEMBER 18, 2024

In this blog post, we’re going to take a deep dive into the current state of AI for agencies in 2024. For a more detailed analysis, check out the full State of AI for Agencies in 2024 report. based agencies in Q2 2024 to better understand this transformation. based agencies in Q2 2024 on AI adoption.

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2024 Social Media Insights Customer Insights 52

ShepHyken

SEPTEMBER 22, 2024

My Comment: Toshiba sponsors this article, so there is an emphasis on technology in retail, but don’t let that stop you from reading it. My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week.

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Article 2024 Customer Service E Commerce 85

ShepHyken

JULY 21, 2024

Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report.

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