Thu.Jan 30, 2025

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Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further

PeopleMetrics

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer

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How Beta Testing Can Drive Go/No-Go Decisions

Centercode

Beta insights can make or break a launchlearn how to ensure they shape Go/No-Go decisions, not just get buried in reports.

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Five Ingredients To Win The Recurring Revenue B2B Bake Off And Avoid Getting Chopped

Forrester's Customer Insights

As a keen amateur chef, I have been known to occasionally seek inspiration from a tv cooking competition. Those bite-sized episodes of culinary drama sometimes provide just enough to satisfy my hunger for light evening entertainment.

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Why Conversational AI is the Must-Have Ingredient for Scaling Customer Experience

CSM Magazine

Scaling customer experience is the holy grail for modern SaaS leaders in customer service and experience. You have successfully nailed down the product-market fit, and the customers start to pour in. But along with growth comes a challenge: How do you continue with the same levels of personalized and meaningful interactions without ballooning your operational costs?

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State of AI in Sales & Marketing 2025

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

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It’s Time to Build Your Customer Service Strategy

Brad Cleveland Blog

Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you … Continue reading → The post Its Time to Build Your Customer Service Strategy appeared first on Brad Cleveland.

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189: How to Build Your Personal Brand

The DiJulius Group

Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a world-renowned speaker, His Tedx talk. Read Full Article The post 189: How to Build Your Personal Brand appeared first on The DiJulius Group.

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AI and ML Security: Preventing Jailbreaks, Drop Tables, and Data Poisoning

Forrester's Customer Insights

Its a fast and furious week in the world of generative AI and AI security.

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Highlights From The Forrester Wave: Content Platforms, Q1 2025

Forrester's Customer Insights

The Forrester Wave: Content Platforms, Q1 2025 is now live! We looked at 12 key vendors and evaluated them on 24 criteria. Four Leaders emerged, followed by five Strong Performers and three Contenders. To learn more about these vendors and how they serve their target markets, see the full report.

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Tenable To Acquire Vulcan Cyber: More Consolidation In The Vulnerability Management Market

Forrester's Customer Insights

The proactive security market is consolidating further as exposure management vendor Tenable announced its intent to acquire Vulcan Cyber, a unified vulnerability management (UVM) vendor that specializes in third-party vulnerability collection, vulnerability response, and application security posture management.

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2024 State of Customer Education Report

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.