Sun.Apr 06, 2025

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Value Creation for B2B Customers in Tech, Telecom, Contact Centers, and Manufacturing – Part I of 3

eglobalis

Part I: Foundational Dimensions of Customer Value Introduction: Why This Series and Why Now? In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical conceptit’s the competitive foundation on which industry leaders operate. Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers.

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Top 5 Customer Service & CX Articles for Week of April 7, 2025

ShepHyken

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 Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.

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Restaurant Restroom Quality – Dirty Bathrooms are Damaging Profits

Opinionator

The post Restaurant Restroom Quality – Dirty Bathrooms are Damaging Profits appeared first on Opiniator.

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Lesson #37 Revisited: A Mobile App Helps Increase Usage—But Not in the Way You Might Think

PeopleMetrics

When I wrote Listen or Die back in 2017, we were already seeing how important mobile was becoming in the VoC world. Fast forward to today, and mobile is no longer a "nice to have"it's expected. But heres the surprising part: while the technology has improved, how mobile is actually used by employees hasnt changed all that much. Despite advances in AI and data visualization tools, your team is still not going to want to scroll through trend graphs or drill down into charts on their phones.

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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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New Year New Us: Introducing Forrester’s International Security & Risk Team Research 

Forrester's Customer Insights

Dive into our backgrounds, existing research and capabilities - as a team, we cover a multitude of security & risk priorities. We are also geographically distributed no one else is as uniquely positioned to add this level of global perspective to our research and our clients.