ShepHyken

JANUARY 12, 2025

My Comment: Can AI create help a company create an emotional connection? Why 2025 Will Not Be the Year of Hyper-Personalized CX by Foundever (Foundever) If you thought that generative AI was about to give your organization the ability to target its customers on an individual basis, youre in for a shock. Heres how to do it.

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2025 Article Magazine Customer Service 73

Optimove

JANUARY 21, 2025

Personalization: The Key to Cutting Through the Noise In an age of marketing fatigue, Part 3 of the 2025 Optimove Insights Consumer Marketing Fatigue Report reveals how personalization and relevance can drive engagement and loyalty. Timing builds trust: The right message at the right time strengthens connections.

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2025 Consumers Insights Marketing 76

eglobalis

OCTOBER 14, 2024

ECXO promotes collaboration, innovative learning methods, and is preparing to launch its beta certification program in 2025-2026, which will be distinct from existing models by incorporating evolving aspects of CX. I would be interested to hear your thoughts, and if you’d like to connect, feel free to do so here on LinkedIn.

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Customer Experience Customer Journey Mapping Innovation Net Promoter Score 444

ShepHyken

FEBRUARY 16, 2025

Forecasts point to significant growth in spend expected through loyalty programs in 2025. The best loyalty programs create connection and can even evoke emotion. Connect with Shep on LinkedIn. My Comment: One of my favorite customer experience topics is loyalty programs. My Comment: The future is now!

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2025 Article Customer Service Loyalty Programs 79

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. Top Providers: Talkdesk, Five9, Amazon Connect 2.

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Call Center 2025 Contact Center Virtual Agent 52

ShepHyken

FEBRUARY 23, 2025

Responsive Customer Service Is Brands Secret to Success by LBB Editorial (LBBonline – Little Black Book) Layla Revis, Sprout Social’s vice president of social, content and brand marketing, tells LBB why brands need customer service presence on social media to stay competitive in 2025 and the brands already succeeding in the space.

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2025 Article Customer Service Social Media 79

ShepHyken

FEBRUARY 3, 2025

Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode. Connect with Shep on LinkedIn.

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2025 Article Customer Service Loyalty Programs 73

ShepHyken

MARCH 30, 2025

My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. Connect with Shep on LinkedIn. Finally, employees must be given the right tools they need to take care of customers. If youre investing in a good CX, it must be supported with a good CX.

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2025 Article Customer Service Magazine 69

Gainsight

JANUARY 10, 2025

Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. Lets examine the key trends that will define the future of CS in 2025. The trends outlined in the Customer Success Index offer a roadmap for CS professionals looking to thrive in 2025.

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2025 B2B 2024 Chief Customer Officer 52

ShepHyken

DECEMBER 29, 2024

Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas (CX Network) Deloittes Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity My Comment: What happens when CX and marketing collide? Connect with Shep on LinkedIn.

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Article 2025 Customer Service 2024 73

ChurnZero

JANUARY 10, 2025

2025 still sounds like some far off, distant year in the future to me, with flying cars, robot maids, and all sorts of other sci-fi phenomena. But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), Of course not!

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2025 Customer Success Net Promoter Score 2024 52

ChurnZero

JANUARY 6, 2025

” So what 2025 customer success trends can we anticipate? For 2025, our experts expect to see customer teams owning more growth targets, demonstrating more impact, and adopting more sophisticated revenue workflows to drive growthultimately positioning themselves as a cornerstone of long-term growth. Its a bumpy road to the top.”

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2025 Customer Success Measurement Leadership 52

eglobalis

JANUARY 28, 2025

Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest Last week, we had the amazing event in Atlanta, CRM Playaz IRL 2025 , hosted by the venerable “Godfather of CRM” Paul Greenberg and Brent Leary , an incredible team working together. A perfectly tiered photo with Ray standing the highest.

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Books Customer Centricity Events 2019 195

CSM Magazine

MARCH 4, 2025

The highly anticipated Customer Connect Expo is just around the corner, bringing together industry leaders, innovators and customer experience enthusiasts. What Awaits You at The Customer Connect Expo? Unmatched Networking Opportunities: Connect with industry leaders and professionals from a diverse selection of sectors.

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2025 Events Connections Innovation 52

CSM Magazine

DECEMBER 3, 2024

If you’re looking for the best Zendesk apps to revolutionize your 2025 support strategy, this list has you covered. This is one of the most innovative Zendesk apps for 2025, bridging the gap between automation and human connection.

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2025 Customer Experience Exceptional Customer Service Omnichannel 52

ShepHyken

MARCH 10, 2025

BONUS 2025 CX Senate: The Fate of Customer Experience by Metric Sherpa (Metric Sherpa) Draped in Roman togas but armed with modern insights, Shep Hyken, Juanita Coley, Justin Robbins, Mary Drumond, and Nate Brown gather in this epic, no-nonsense discussion on the future of customer experience. Connect with Shep on LinkedIn.

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2025 Article Loyalty Programs Customer Service 69

Think Customers

DECEMBER 19, 2024

Thats always been the case but as we head into 2025, things feel different. As we head in 2025, here are 5 major trends that will reshape the way CX is delivered in the contact center. Contact centers traditionally tend to be very segmented, but in 2025 those silos will start breaking down.

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2025 Contact Center Customer Experience Insights 52

Optimove

MARCH 31, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Marketers in 2025 are tasked with delivering personalization thats not just accurate but instant, relevant, and seamless across every channel. Segmentation in 2025: Smarter, Faster, Always Evolving What leading marketers are doing now looks very different.

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2025 Download Fashion Definition 52

Experience Investigators by 360Connext

DECEMBER 17, 2024

This is your chance to connect the dots between customer experience efforts and real business outcomes, ensuring that your initiatives are both meaningful and beneficial to your bottom line. Let’s prepare for an impactful 2025 by celebrating our successes and identifying areas for growth.

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2025 Connections Feedback Insights 143

Optimove

DECEMBER 30, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: These 2025 resolutions will directly influence a marketer’s ability to be position-less, driving marketing effectiveness and business outcomes, including higher Return on Marketing Investment (ROI) and deeper customer loyalty. Happy New Years!

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2025 Marketing Download Loyalty Programs 52

Optimove

NOVEMBER 3, 2024

For the first time, the award ceremony will be held live at Optimove Connect 2025, our premier user conference, on March 19-20 in London. Submit your nominations for the 2025 Heptagon Awards now! If you haven’t already, register for Optimove Connect 2025 ! Download Now In Summary Ready to recognize CRM excellence?

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2025 Download 2024 Touchpoint 52

ShepHyken

FEBRUARY 9, 2025

Connect with Shep on LinkedIn. Over the years, CX has evolved with new ideas, enhancements, and technology that drive a better experience and engagement. This article includes 15 ideas from nine industry experts. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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2025 Article Customer Service Sports 73

BirdEye

MARCH 18, 2025

In 2025, Google Business Profile guidelines aren’t just best practicesthey are critical rules every business owner must follow to stay visible. This guide breaks down the latest 2025 rules so you can keep your Google Business Profile active, visible, and penalty-free. Customers searching can no longer find you.

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2025 2024 Document E Commerce 59

Optimove

FEBRUARY 19, 2025

At Optimove Connect , 19-20 March in London, five industry leaders will reveal how theyve mastered CRM marketing with proven strategies to boost personalization, maximize engagement, and drive revenue. The post Optimove Connect 2025: Case Studies From 5 Experts that Will Elevate Your CRM Marketing appeared first on Optimove.

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2025 Connections Marketing Banking 52

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

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2025 Multi-Channel 2024 NPS 52

Gainsight

DECEMBER 18, 2024

As we venture into the future of digital self-service support, lets explore five key trends to watch in 2025 that will define the customer experience landscape: 1. In this future-focused vision, the success of self-service lies in its ability to empower customers through convenience, connectivity, and comprehensive supportall in one place.

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2025 Customer Journey Loyalty Customer Satisfaction 52

InMoment XI

DECEMBER 10, 2024

It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Encourage Long-Term Engagement Engagement is crucial to keeping customers connected to your brand. This connection encourages long-term relationships. Freshworks. Accessed 12/09/2024. Accessed 12/09/2024.

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2024 ROI Net Promoter Score Multi-Channel 195

ShepHyken

DECEMBER 9, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones. So, Ive compiled over 30 customer experience statistics you should know for 2025. Connect with Shep on LinkedIn.

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2024 Article 2025 Customer Service 73

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. Thanks to all speakers, attendees, and partners for making Optimove Connect 2025 an unforgettable event!

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Connections Marketing 2025 Rewards Programs 52

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Download the full State of the Contact Center 2025 report and take the next step in optimizing your workforce strategy. How successful have these efforts been?

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Contact Center 2025 E-support Omnichannel 52

BirdEye

MARCH 28, 2025

Why multi-location businesses must prioritize Google Maps SEO in 2025 In 2025, Google Maps is no longer just a navigation toolits a powerful engine for discovery, engagement, and trust-building. For multi-location businesses, it play a pivotal role in connecting with local audiences across every branch or region.

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2025 Multi-Channel Social Media Demo 52

ShepHyken

DECEMBER 22, 2024

5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak (Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Connect with Shep on LinkedIn. Cheers to an incredible year ahead!

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Article 2024 2025 Customer Service 76

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

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2025 Contact Center Customer Journey Mapping Social Media 52

CSM Magazine

MARCH 14, 2025

Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This isnt just about collecting dataits about acting on it instantly to create meaningful connections. These tailored incentive systems foster stronger emotional connections with the brand and enhance overall satisfaction.

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Loyalty 2025 Loyalty Programs Omnichannel 52

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

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Contact Center Omnichannel 2025 Touchpoint 52

ShepHyken

MARCH 24, 2025

He recognizes the power of leveraging technology (AI) and balancing it with the human-to-human connection. Connect with Shep on LinkedIn. My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience.

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Article 2025 Customer Service Healthcare 73

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Obviously, this raises legitimate concern: Will an outsourced customer support partner embrace your company’s core values when connecting with your clients and customers? Consumers are spending as hesitantly as businesses.

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Contact Center Culture 2025 Customer Service 156