InMoment XI
MARCH 14, 2025
In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. But high performance doesnt happen by chance. Analyzing call center performance is the path to improvementbut youve got to do it right.
Interactions
MARCH 14, 2025
As AI has won the attention of teams across the enterprise for its efficiency and CX benefits, these technology investments are coming under closer scrutiny than ever before by compliance and risk teams. Especially in heavily regulated industries like financial services, the potential benefits of an AI-driven solution cannot outweigh compliance red flags.
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CSM Magazine
MARCH 14, 2025
Advancements in AI-driven customer experience (CX) solutions have changed the game for businesses, especially in retail and e-commerce. But does your CX lack the human touch? Companies are now leveraging chatbots, virtual assistants, and AI tools to streamline interactions, offering efficient and accurate customer support around the clock. But while these innovations bring clear advantages, customers often crave the warmth and connection associated with human interaction.
ChurnZero
MARCH 14, 2025
Customer success needs to align with revenue. NRR (net revenue retention) is our north star. Renewals should be an outcome of good customer success. Any of these sound familiar? These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer).
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
CSM Magazine
MARCH 14, 2025
As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. The way businesses reach customers is being updated with the help of AI, more engaging games, and new technology. This affects everyone. For businesses, keeping up with these trends is the key to building trust and ensuring long-term success.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 14, 2025
A simple trip to Walmart in Waxhaw, North Carolina, turned into a frustrating experience for a customer named Jack, whose complaint about long checkout lines has sparked a larger conversation about efficiency, customer experience, and the role of self-checkouts in retail. Jacks story isnt unique, but it does highlight an important issue retailers face today.
Brad Cleveland Blog
MARCH 14, 2025
To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity, and that’s storytelling. … Continue reading → The post The Power of Telling Your Customers’ Stories appeared first on Brad Cleveland.
CSM Magazine
MARCH 14, 2025
Effective customer service coaching is essentialnot just to ensure your team meets customer expectations but to help them exceed them. Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. It hinges on equipping your staff with the right skills and creating a continuous learning environment.
Brandwatch CX
MARCH 14, 2025
Discover how a YouTube Brand Account can enhance your business growth, boost engagement, and strengthen your online presence. Read more to learn how.
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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.
CSM Magazine
MARCH 14, 2025
Across every industry, companies need to focus on supporting their most vulnerable customers. Whether its people living with disabilities, elderly customers, or those experiencing financial hardship, addressing their challenges effectively can improve customer satisfaction, foster loyalty, and ultimately drive business growth. By leveraging data, pattern recognition, and automation, AI empowers businesses to not only detect but also proactively address the needs of vulnerable customers.
CX Accelerator
MARCH 14, 2025
With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!
CSM Magazine
MARCH 14, 2025
The latest US census data shows that about 95 percent of US homes have an internet connection. Here, we look at the importance of customer service in a world where digital connectivity has transformed customer expectations and raised the bar for businesses. Americans go online from home to work, communicate and carry out day to day tasks such as shopping and banking, so it is no exaggeration to say that their internet service providers (ISPs) are just as important as utility providers who deal i
Centercode
MARCH 14, 2025
Rushing research with paid panels tends to lead to poor insights. Avoid these 3 common mistakes to maintain quality data.
Advertiser: ZoomInfo
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
CSM Magazine
MARCH 14, 2025
Weve all been there. Youre in the middle of sharing a thought, a story, or maybe even a concern, and you can just feel itthat unmistakable sense that the person you’re speaking to isnt paying attention. Whether its in personal conversations, workplace meetings, or even customer interactions, being unheard can lead to frustration and misunderstandings.
Brandwatch CX
MARCH 14, 2025
Master social media management for your small business with essential tools and practical tips. Learn how to boost your online presence today.
Forrester's Customer Insights
MARCH 14, 2025
Forrester was invited to a Siemens Industry Analyst Day event focused on data centers in Zug, Switzerland and received presentations covering a wide variety of data center topics, as well as a tour of Siemens facilities showcasing the practical application of its strategy and products.
The DiJulius Group
MARCH 14, 2025
The majority of young men have never asked a woman out on a date in person Gen Z has Telephobia The majority of young men have never asked a woman out on a date in person My favorite podcaster, Scott Galloway recently said, More than half of 18-24 males have never asked a woman. Read Full Article The post The Relationship-Disadvantaged Epidemic appeared first on The DiJulius Group.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
PeopleMetrics
MARCH 14, 2025
To incentivize or not to incentivize? That's still the question, even in the AI-driven age. Incentives in customer surveys originate from traditional market research, where surveys are often lengthy, complex, and required substantial participant timethink about doctors answering detailed questionnaires about medications they prescribe. In such cases, incentives make sense because they're essential to getting busy professionals to provide meaningful insights.
Forrester's Customer Insights
MARCH 14, 2025
Late last year, my colleagues and I authored a report on the future of AI computing titled Change The Interface; Change The World. We predicted how AI-powered interfaces and agents will change everyday life and work. This transformation has begun, and we can see its impact on IT operations.
Forrester's Customer Insights
MARCH 14, 2025
I am thrilled to begin my journey as principal analyst on the enterprise software, IT services, and digital transformation-focused team at Forrester. For nearly two decades, I have led major business-technology initiatives. During the last eight years for Forrester Consulting, I helped clients drive transformative results.
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