ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share.

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Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market

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CX University

DECEMBER 16, 2024

To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term The Golden Rules of CX. The Golden Rules represent essential guidelines for achieving success either broadly or within a specific endeavor. This is the second of a three-part series on thenine golden rules for CX Success, originally published on CustomerThink.

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BirdEye

DECEMBER 16, 2024

The storage industry is experiencing a transformation in how facilities operate and serve customers. Providing secure units is no longer enough to stay competitive. Today’s storage businesses face increasing operational complexities while meeting evolving customer expectations. With the US AI-powered storage market projected to reach $55.93 billion by 2033, facility managers are discovering how artificial intelligence can transform these challenges into opportunities for growth and improve

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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.

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CSM Magazine

DECEMBER 16, 2024

For the fifth year in a row, Southwest Gas has been recognized for top-tier customer satisfaction in Residential Natural Gas Service for the West region among large utilities. This recognition comes from the J.D. Power 2024 Gas Utility Residential Customer Satisfaction Study. The company also earned high marks for its commitment to safety, reliability, and payment services.

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CSM Magazine

DECEMBER 16, 2024

HubSpot has announced the acquisition of Frame AI, an AI-powered conversation intelligence platform, to enhance its ability to provide real-time insights from unstructured data. Frame AI’s technology converts unstructured data like emails, calls, and meetings into actionable recommendations, enabling businesses to anticipate customer needs and enhance customer experiences.

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Gainsight

DECEMBER 16, 2024

My favorite holiday story of all time is Charles Dickens A Christmas Carol. The timeless lessons about reflection, redemption, and transformation resonate deeply with me, especially during this season. As I thought about why I joined Gainsight as Chief Marketing Officer, and the incredible journey ahead, I kept hearing the voice of Jacob Marley: I wear the chain I forged in life.

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CSM Magazine

DECEMBER 16, 2024

Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound. Today, managing service across multiple channels is costly and often leaves customers frustrated. To simplify interactions, many companies are rethinking their omnichannel strategies.

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Alida

DECEMBER 16, 2024

Discover what sets research teams apart with Innovation Days key takeaways. Elevate your 2025 research strategy today!

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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.

Voice of Customer

CSM Magazine

DECEMBER 16, 2024

Tata Communications has unveiled Kaleyra AIan innovative, AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities that surpass traditional communication tools. Seamlessly integrating with communication channels and live agent interfaces, the portfolio harnesses Generative AI (GenAI) to deliver a competitive advantage through streamlined, personalized, and highly engaging customer interactions.

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Zonka Feedback

DECEMBER 16, 2024

Salesforce, a leading customer relationship management platform, becomes even more powerful when integrated with Zonka Feedback Surveys. Embedding surveys in Salesforce emails allows you to collect customer feedback seamlessly, enhancing the efficiency of your sales, service, and marketing teams. With Salesforces automation features, you can trigger surveys at critical touchpoints, such as post-purchase or ticket resolution, and sync responses directly to customer profiles for a unified view.

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Forrester's Customer Insights

DECEMBER 16, 2024

Theres a school of thought that writes most sustainability efforts off as annoying virtue signaling: Consumers with time and disposable income choose to pay a green premium for products that make them feel good, and companies plant trees and recycle coffee cups to make those customers like them.

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Zonka Feedback

DECEMBER 16, 2024

How many unread emails are sitting idle in your inbox100, 500, or maybe even more? With so much noise competing for attention, convincing someone to open your email survey can feel like an uphill battle.

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Feedback 52

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Forrester's Customer Insights

DECEMBER 16, 2024

In an era marked by rapid digital transformation, HSBC has boldly stepped into the future of finance with the introduction of its Gold Token in Hong Kong.

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Zonka Feedback

DECEMBER 16, 2024

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CSM Magazine

DECEMBER 16, 2024

BT Group is enhancing customer support by incorporating advanced AI and generative AI technologies in partnership with Sprinklr. The updated customer contact platform aims to improve the EE and BT customer experience through conversational AI and streamlines support processes for the Groups customer service representatives across its business, consumer, and internal contact channels.

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Forrester's Customer Insights

DECEMBER 16, 2024

Chaque anne, depuis maintenant une vingtaine danne, je partage une synthse des prvisions que Forrester anticipe pour lanne qui vient.

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

White Paper

Forrester's Customer Insights

DECEMBER 16, 2024

2024 has been a year of profound transformation. Major elections, political unrest, wars, civil uprisings, and ongoing supply chain disruptions have created global turbulence. Despite these challenges, a silent technological revolution is driving fundamental shifts in human behaviour, community interactions, societal structures, and government services.

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Forrester's Customer Insights

DECEMBER 16, 2024

Last year, I wrote a pastiche called the Twelve Days of Loc-Mess after a client asked about the root causes of localization problems. This week, I wondered if I should re-post the blog, perhaps with a few updatesand was amazed to realize that after one short year I would change it almost totally.

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Forrester's Customer Insights

DECEMBER 16, 2024

When President-elect Donald Trump declared that he would shut it down during his campaign, many dismissed it as mere rhetoric. Yet beneath the sound bite lies a policy approach thats surprisingly ordinary at least by international standards. What at first appears to many on both sides of the political aisle as drastic restructuring of federal agencies is in fact what many democracies call machinery of government changes.

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