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[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.
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. Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said.
Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next.
Marketing attracts customers, but customer experience keeps them coming back. Stacy Sherman and Nicole Donnelly explore how businesses can align Marketing and Customer Experience to drive loyalty, growth, and long-term successwithout treating them as separate strategies. The post Customer Experience Vs. Marketing: Which One Truly Drives Growth? appeared first on Doing CX Right.
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.
Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. If done right, it helps create better products, services, and stronger customer relationships.
When I first wrote about this lesson in Listen or Die back in 2017, it was one of the most important truths I had learned in running VoC programs: just because you launch a VoC platform doesnt mean people will use it. That hasnt changed, even in the age of AI. You can do everything rightget executive buy-in, design smart surveys, select the right touchpoints, and build a strong platformbut until your front line is logging in daily , reviewing customer feedback, and acting on it, your VoC program
When I first wrote about this lesson in Listen or Die back in 2017, it was one of the most important truths I had learned in running VoC programs: just because you launch a VoC platform doesnt mean people will use it. That hasnt changed, even in the age of AI. You can do everything rightget executive buy-in, design smart surveys, select the right touchpoints, and build a strong platformbut until your front line is logging in daily , reviewing customer feedback, and acting on it, your VoC program
Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.
Customer service is more than just answering questions. It’s also about understanding what your customers need, sometimes before they even ask. That’s why customer service insights are important. By digging into customer interactions, tracking trends, and using AI-driven tools, businesses can fine-tune their support strategies, boost agent productivity, and, increase customer satisfaction.
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