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!

2025 52

2025 Marketing Download Loyalty Programs 52

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.

2025 52

2025 Contact Center Customer Experience Insights 52

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experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated.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)?

2025 52

2025 Contact Center Customer Journey Mapping Social Media 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.

2025 52

2025 Multi-Channel 2024 NPS 52

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. Recent estimates suggest that a staggering $3.8 switching from chat to call).

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

Optimove

JANUARY 1, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This blog highlights how embracing AI while maintaining human strategy, judgment, and creativity will be key to staying ahead in 2025. Now, 2025 will be the year humans wrest control of GenAI to ensure it is properly used to deliver real-time, precision marketing messages.

2025 52

2025 Marketing Omnichannel Touchpoint 52

CSM Magazine

OCTOBER 21, 2024

According to a report by Gartner, AI is expected to handle up to 70% of customer interactions by 2025, and call centres in the Philippines are leading this shift toward automation. Philippine call centres are leading the way in providing integrated, omnichannel support that ensures a consistent customer experience across all touchpoints.

Innovation 52

Innovation Customer Experience Omnichannel Social Media 52

SurveySensum

NOVEMBER 26, 2024

It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. Data Collection and Feedback Mechanisms Qualtrics : It enables users to gather feedback from multiple channels which fosters an omnichannel feedback collection, ensuring that no insight is lost.

2025 52

2025 NPS Multi-Channel Feedback 52

SurveySensum

JANUARY 16, 2025

Their support involves, but is not limited to the following: Self-help articles and videos Omnichannel support experience via Email, Live Chat, Phone Support, etc Dedicated CX Manager Implementation support Onsite support CX consultation Text Analysis Qualtrics : Qualtrics offers text and sentiment analysis tools only on its advanced levels.

2025 52

2025 Multi-Channel NPS Feedback 52

Peter Lavers

NOVEMBER 16, 2017

Autonomous vehicles will completely transform ownership and usage in urban areas by as soon as 2025 – and will be utterly ‘connected’ (see “The Internet of Cars” referenced by Goldman Sachs in their excellent article “ Cars 2025 ”). Which brings us to what marketers are now talking about – the omnichannel customer experience.

Multi-Channel 73

Multi-Channel Omnichannel Customer Centricity 2025 73

Calabrio

MARCH 31, 2025

Calabrios State of the Contact Center 2025 report found, 98% of contact center leaders say theyre already using AI in some capacity. In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go.

Contact Center 52

Contact Center Customer Service Virtual Agent 2025 52

Comm100

DECEMBER 16, 2024

But as automation becomes a cornerstone of customer service, a pressing question emerges: Is it possible to balance the efficiency of technology with the human connection that customers still crave? Ensures a seamless customer experience by connecting users to the right person quickly, reducing wait times and minimizing frustration.

Customer Service 52

Customer Service 2025 Demo Social Media 52

Comm100

NOVEMBER 23, 2022

Personalized support through omnichannel expands. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak. The personalization opportunities of omnichannel are only limited by the services connected.

2023 98

2023 Customer Service Omnichannel 2025 98

Calabrio

MARCH 22, 2025

Why Its So Critical to Get Contact Center Management Right in 2025 In 2025, the contact center is no longer just a cost center; it’s an essential strategic asset in the pursuit of better customer experiences. Deliver on omnichannel demands Customers want to use the different channel they prefer to interact with your brand.

Contact Center 52

Contact Center Management Call Center Measurement 52

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. You need to see the whole, omnichannel picture: voice, chat, email, socialthe works. Are you one of the many contact centers still relying on spreadsheets for QA?

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

Currency Alliance

DECEMBER 1, 2020

If companies keep operating their loyalty programs like they did in 2000, then by 2025 it’s likely they’ll be investing a lot of money in programs that their customers use only once, and quickly recognize it could be a decade before they reach interesting rewards. Winning loyalty programs in 2025. according to the study.

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

SurveySensum

DECEMBER 30, 2024

Top 10 CustomerGauge Alternatives in 2025 1. ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

Lumoa

JUNE 23, 2021

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis.

Contact Center 78

Contact Center Omnichannel Social Media 2008 78

SurveySensum

FEBRUARY 17, 2025

Omnichannel Data Analysis Customer feedback comes from various channels, including emails, surveys, chatbots, social media, and support tickets. 5 Top 5 Text Analytics Tools In 2025 Heres a detailed comparison of the best 5 text analysis tools of the 2025 market to help you choose the perfect one for extracting actionable customer insights.

Multi-Channel 52

Multi-Channel Social Media 2025 Feedback 52

Thematic

FEBRUARY 24, 2025

Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey. To truly optimize customer experience, brands must track and analyze interactions across all touchpoints, ensuring they deliver a clear, connected journey for every customer.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Comm100

NOVEMBER 15, 2022

Today’s consumers want to connect with brands where and when it suits them. In contrast, organizations that use a range of channels give their customers the choice to connect in a way that best suits them, whether that be email, live chat, or social media. This is known as omnichannel customer engagement.

Omnichannel 58

Omnichannel Contact Center 2025 Consumers 58

Playvox

JANUARY 13, 2022

It’s projected that this younger generation will make up approximately 27% of the workforce by 2025. . This trend is being driven by the proliferation of digital channels and consumer demands for seamless omnichannel experiences. If organizations are to offer omnichannel experiences, agents need a unified view of the customer.

Contact Center 79

Contact Center 2022 Omnichannel Employee Experience 79

Interactions

MARCH 28, 2019

Recently, I attended two highly informative conferences which looked at AI technologies and their impact on customer engagement – the Conversational Interaction Conference hosted by AVIOS in San Jose and Enterprise Connect conference in Florida. The road to omnichannel needs to scale. The first step is to connect your channels.

Customer Engagement 63

Customer Engagement Engagement Contact Center Omnichannel 63

SurveySensum

JANUARY 16, 2025

Their support involves, but is not limited to the following: Self-help articles and videos Omnichannel support experience via Email, Live Chat, Phone Support, etc Dedicated CX Manager Implementation support Onsite support CX consultation Text Analysis Qualtrics : Qualtrics offers text and sentiment analysis tools only on its advanced levels.

2025 52

2025 Multi-Channel NPS Feedback 52

Kustomer

DECEMBER 26, 2019

Lastly, social media and connected devices will have a place in the future, with 68% of respondents saying social will become more important, and 60% saying connected devices are on the rise. Collecting great insights from customers is the leading contact center objective that companies want to achieve by 2025.

Contact Center 52

Contact Center 2025 Omnichannel Download 52

Thunderhead

OCTOBER 19, 2018

KPMG’s Global Automotive Executive Survey for 2018 reports that: three quarters (75%) believe that nearly half of showrooms won’t exist by 2025 as a result of the move to online auto shopping. Change is happening quickly [we shared thoughts on connected experiences in a previous post ]. Easier said than done?

Omnichannel 40

Omnichannel Automotive 2018 Retail 40

Kustomer

OCTOBER 7, 2022

For so many customers, their frustration stems from an inability to connect with another human for support. Plus, it shows them that you are using an omnichannel approach and are willing to meet your customers where they feel most comfortable. Live chat is a low-cost, easy-to-use solution that benefits the agent and customer.

Social Media 107

Social Media Net Promoter Score Effort Score NPS 107

ViiBE Blog

FEBRUARY 9, 2021

billion USD by 2025. The rise of omnichannel integration in field service management. What does omnichannel mean? Omnichannel is a strategy that integrates communication channels. Simply put, omnichannel is innovation through integration. How does omnichannel support add value to field service management?

2021 52

2021 Management Omnichannel Net Promoter Score 52

ENGAGE.cx

JULY 9, 2015

retail sales in 2025. For instance, more and more retailers are adopting omnichannel strategies, however, more often than not, the end result is a schizophrenic technology arrangement that produces disparate customer interactions. Retailers must find ways to bridge the gap between offline and digital channels.

Customer Experience 66

Customer Experience Hotels 2014 2015 66

Magellan Solutions

NOVEMBER 4, 2022

Losing key clients and crucial working connections is bad for business. It can be a platform to connect to clients or it can be used to interact with other businesses. By 2025, there will likely be 4.6 KEEPING UP OMNICHANNEL SUPPORT. Furthermore, email support teams have the necessary training to deal with consumers.

E-support 75

E-support 2025 Consumers Customer Satisfaction 75

SurveySparrow

SEPTEMBER 28, 2022

Additional reports by Juniper Research endorse this, showing that voice and chat technologies are projected to bring in $290 billion in sales by 2025. . Invest in omnichannel support. One of the indispensable elements of conversational support is omnichannel messaging. . Let’s find out. . Leverage chatbots.

Definition 52

Definition Omnichannel Social Media 2025 52

Avaya

FEBRUARY 13, 2018

And that is why you see market research predicting a CAGR of nearly 60% in the global AI market by 2025. After an initial exchange with the bot it was determined that a live agent was needed, so after a lengthy hold, a voice connection is established with the agent. Everybody wins! AI is Not All the Same—What You Should Look For.

Contact Center 67

Contact Center Customer Engagement Engagement Social Media 67

CSM Magazine

JANUARY 17, 2022

According to a survey by Upwork, 1 out of 4 Americans worked remotely in 2021 , and that number is anticipated to rise by 87% by 2025. Adopt the Omnichannel Approach. Enter the age of the omnichannel. Mobile Use Will Continue to Be a Game Changer. Self-Service Is the Wave of the Future.

2022 52

2022 Customer Service Omnichannel 2025 52

Optimove

MAY 4, 2023

The location-based marketing sphere is projected to grow to over $80 billion by 2025, and almost 80% of businesses are planning to implement location-based campaigns in 2023. Don’t focus on selling Short-form video isn’t about selling; it’s about building connections, so focus on creating video content that does that. App store pages?

2023 52

2023 Social Media 2025 Connections 52

BirdEye

APRIL 17, 2023

Recent statistics reveal the subscription economy will be a trillion-dollar economy by 2025. Since customers are paying for extended periods, you get many opportunities to engage them and build stronger connections. Some of the effective customer retention strategies to consider include: Offer omnichannel customer support.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

ENGAGE.cx

JULY 9, 2015

retail sales in 2025. For instance, more and more retailers are adopting omnichannel strategies, however, more often than not, the end result is a schizophrenic technology arrangement that produces disparate customer interactions. Retailers must find ways to bridge the gap between offline and digital channels.

Customer Experience 40

Customer Experience Hotels 2014 2015 40