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! Heres to another year of innovation, excellence, and empowering contact centers everywhere!

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TechSee

DECEMBER 11, 2024

Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Data privacy remained top-of-mind, and at times resulted in slow or cancelled CX innovation programs in data-privacy sensitive sectors. Outcome : Mixed accuracy.

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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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ShepHyken

MARCH 30, 2025

My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. 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. My Comment: This article may be taking the opposite side by claiming customer service on the brink.

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C3Centricity

FEBRUARY 8, 2025

Organisations are facing unprecedented challenges in remaining competitive and maintaining business success in 2025. The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Why These Three Pillars Matter Now More Than Ever The numbers tell a compelling story. .

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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?!),

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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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customer sure

JANUARY 20, 2025

Forrester predicts that AI will play a pivotal role in turning insights into action by the end of 2025. Building Customer-Centric Cultures If 2024 was a year when the importance of customer experience gained ground, then 2025 is the year when people understand that its not something you can bolt on, or delegate to a separate team.

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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. 200 plus Innovative Exhibitors: Dive into a world of possibilities with exhibitors leading the charge in customer experience. Join us and be a part of the excitement!

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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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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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eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. This has pushed the sector to innovate beyond sending out more survey forms. What is clear is that the balance has shifted.

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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. This approach not only enhances relationships but also leads to innovative solutions born from shared insights.

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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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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. Individual Awards Recognizing leaders and rising stars in CRM who inspire, innovate, and lead by example: CRM Executive of the Year CRM Rising Star Position-less Marketer of the Year (NEW!)

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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. Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up.

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CSM Magazine

OCTOBER 21, 2024

This article explores how the Philippines is leading the way in customer experience innovation. 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.

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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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CSM Magazine

MARCH 14, 2025

Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. From artificial intelligence improving personalization to omnichannel strategies creating seamless customer experiences, businesses are turning to tech innovations to retain loyal customers and build stronger connections.

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CSM Magazine

JANUARY 3, 2025

This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies. AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly.

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eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

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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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Optimove

MARCH 3, 2025

This post outlines 11 effective player retention strategies specifically designed for iGaming operators to implement in 2025. Embracing Innovation to Stay Ahead of the Curve Innovation is a key driver of player retention. Constantly innovating ensures players don’t get bored or feel their experience stagnated.

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ShepHyken

DECEMBER 24, 2024

What is your CX prediction in 2025? What is the most innovative thing youve done or seen in CX? So, lets get right into it: In five words or less, what does CX mean to you? EVERY interaction your customers experience. Five words are not easy!) So be ready. What CX lesson did you learn from a TV show?

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CSM Magazine

MARCH 25, 2025

Sabio Group today announced the expansion of its acclaimed ‘ Disrupt ‘ programme across Europe for 2025, taking its digital customer experience (CX) transformation event to three major European cities.

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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.

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Optimove

MARCH 23, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: Optimove Connect 2025 honored the best in CRM marketing brands, teams, and individuals who are leading the way with data-driven, AI-powered, and Positionless Marketing strategies. Winners are selected based on innovation, impact on revenue, and marketing orchestration.

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Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. billion by 2025. At the same time, workers from all fields were using AI innovations to work smarter, rather than harder.

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SurveySensum

NOVEMBER 26, 2024

With its innovative and AI-driven capabilities. Introducing SurveySensum SurveySensum utilizes AI to transform your customer experience to the next level. It helps organizations collect feedback, analyze it, and create actionable insights to drive growth.

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SurveySensum

JANUARY 16, 2025

With its innovative and AI-driven capabilities, it helps organizations collect feedback, analyze it, and create actionable insights to drive growth. Let us see how SurveySensum stacks up with SurveyMonkey and Qualtrics in detail.

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CSM Magazine

JANUARY 9, 2025

It’s a false choice that’s holding back digital innovation and frustrating customers and employees alike. This isn’t just wishful thinking it’s exactly what innovative organisations are achieving by rethinking their approach to payment security. And the challenge runs deeper than most realise.

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CSM Magazine

OCTOBER 10, 2024

At the forefront of this innovation is Wallaby, Walmart’s proprietary genAI platform. By the end of 2025, US shoppers can expect fully personalized online homepages. These innovations extend beyond the US market. In addition to digital innovations, Walmart has taken steps to improve in-store accessibility.

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Northridge Group

DECEMBER 4, 2024

Below, we have joined forces to offer six trends that we believe will be driving forces in 2025 – for contact centers […] The post 6 Trends Crucial for Success in 2025 first appeared on Northridge Group.

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CSM Magazine

MARCH 11, 2025

Justin Erbacci, ACI World Director General, emphasized the increasing importance of innovation, stating, Airports must continually push the boundaries of service to stay ahead. Awards Ceremony The ASQ Awards Ceremony will be part of the upcoming ACI World Airport Experience Summit , held in Guangzhou, China, from September 8-11, 2025.

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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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eGain Blogs

DECEMBER 17, 2024

Gartner just published the much-awaited Critical Capabilities Report for the Customer Engagement Center for 2025 (client subscription required.) Are you looking to pick the best AI knowledge platform for 2025 and beyond? eGain Innovation in 30 Days : Guided innovation pilot for our solution. Digital engagement: 4.7/5.0

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CSM Magazine

MARCH 10, 2025

Led by Pedro Souza , the SmartBear Customer Care team sets the standard for excellence in technical support, integrating teams from four acquisitions since 2022 while driving innovation in customer service. These achievements exemplify our customer-first mindset and dedication to driving innovation in software quality.”

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