Mon.Nov 18, 2024

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The Power of Customer Behavior Analysis

InMoment XI

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.

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Delivering the Brand Promise with Laura Richard

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise? What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully? How does empowering employees align with a company’s brand promise?

Brands 139
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How To Start Using AI-Powered Sentiment Analysis

Thematic

AI sentiment analysis helps you decode the human emotion in text. It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions.

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Top 5 Customer Service & CX Articles for Week of November 18, 2024

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. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.

Article 74
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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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12 best social media AI tools: Find the right one for you

BirdEye

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week. This guide breaks down the essential AI tools you need and shows you exactly how to use them.

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AI in property management: How GenAI is transforming the future of operations

BirdEye

Managing multiple properties comes with unique challenges – coordinating maintenance across locations and ensuring consistent tenant satisfaction. As tenant expectations evolve and property portfolios grow, traditional management methods often fall short. Artificial Intelligence (AI) revolutionizes how property managers handle these daily complexities.

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CommBox Secures $15M Investment, Prioritizing AI in Customer Experience

CSM Magazine

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. PSG Equity is a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth.

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AI for social media posts: How to create a month’s content in 2 hours

BirdEye

“Post daily.” “Stay consistent.” “Engage more.” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

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Transform Open-End Analysis into Precise Results with Theme Extractor 2.0 and Ask Ascribe

Ascribe

Market researchers and data analysts are constantly looking for faster and more efficient ways to analyze and extract actionable insights from vast amounts of open-end feedback. The launch of Theme Extractor 2.0 and Ask Ascribe marks a major leap forward in open-end analysis, equipping organizations with advanced tools that offer exceptional speed, precision, and depth of insight.

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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.

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ChurnZero named a Leader in the 2024 Gartner® Magic Quadrant™ for Customer Success Management Platforms

ChurnZero

The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health.

2024 52
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The Forrester Wave™ Recognizes Optimove as a Good Fit for Digital-First Marketers in its Cross-Channel Marketing Hubs, Q4 2024 

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove’s recognition in The Forrester Wave : Cross-Channel Marketing Hubs, Q4 2024 highlights its strength as a solution for digital-first marketers who need a customer-led, orchestration-oriented marketing tool. With a focus on long-term customer loyalty, Optimove’s AI-driven tools help marketers personalize at scale, measure customer lifetime value (CLV), and automate campaigns.

2024 59
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Essential Eye Care Tips for Call Center Professionals

CSM Magazine

Contact center agents spend a significant amount of time glued to computer screens, managing customer queries, and ensuring efficient service delivery. While the role is essential for maintaining high levels of customer satisfaction, it often exposes agents to eye strain—a common occupational hazard that can lead to discomfort, reduced productivity, and even long-term vision problems.

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State of Community in 2024: Here’s Everything We Know

Gainsight

The power of the customer to drive growth for any B2B organization increases exponentially when they connect to a community of others. In fact, many companies are building community engagement into the foundation of their customer success strategies because of the positive impact on revenue and retention. Community offers customers a self-service hub and allows organizations to tap into the wisdom of the crowd, as peers collaboratively solve problems and discover new use cases and features.

2024 40
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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

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Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season

Calabrio

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025. In response to the recent Budget, Helen Dickinson, Chief Executive of the British Retail Consortium (BRC), highlighted the sectors growing financial pressures , including over 2.

Retail 52
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Link in bio Instagram: A simple way to boost your engagement and drive traffic

Brandwatch CX

Discover effective link in bio strategies to enhance your Instagram presence. Learn how to drive engagement and maximize your impact. Read the article now!

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Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS

Calabrio

Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge. Yet, as Gartners findings reveal, some of the biggest providers still fall short in delivering the level of reporting detail and workforce engagement management (WEM) solutions t

2024 52
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Providing a DXP that is composable

Forrester's Customer Insights

Vendor messaging of “The Composable DXP” is not resonating, especially when the portfolio of capabilities varies widely across vendors. Turns out that securing credibility as a provider of a DXP requires more than appending the word “composable” to their name.

2023 52
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Frost Radar: Voice of Customer Analytics, 2024

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.

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Protecting customers from seasonal fraud: Using WEM to strengthen financial services contact centres

Calabrio

Analytics Protecting customers from seasonal fraud: Using WEM to strengthen financial services contact centres Share Fraud prevention is critical for financial services contact centres, especially during the festive season when transaction volumes rise sharply. This time of year brings a high risk of fraud attempts like account takeovers and phishing scams, as fraudsters exploit the rush and heightened activity.

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Meet Forrester’s New Senior Analyst Covering Marketing Measurement: Brad Haag

Forrester's Customer Insights

According to our most recent CMO Pulse Survey, marketing executives plan to prioritize maturing how they measure marketing effectiveness in 2025. Marketing measurement plays a critical role in helping CMOs defend marketing investments, secure resources for future initiatives, and show that marketing is an engine for growth rather than a cost center.

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Warum smarte WEM-Lösungen wichtig sind: Calabrio’s Meinung zum Gartner Magic Quadrant 2024 für CCaaS

Calabrio

Analytics Warum smarte WEM-Lsungen wichtig sind: Calabrio’s Meinung zum Gartner Magic Quadrant 2024 fr CCaaS Vorsprung Share In Gartners Magic Quadrant 2024 fr Contact Center as a Service (CCaaS) wird eine Kernaussage deutlich: Contact Center brauchen moderne, fortschrittliche Tools, um die heutigen Herausforderungen zu meistern und ihren Wettbewerbsvorteil zu behalten.

2024 52
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Introducing The Forrester Tech Tide™: Software Development, Q4 2024 

Forrester's Customer Insights

As all organizations recognize they are (at least in part) software companies, questions arise. Which software development technologies have staying power? Which are just a flash in the pan? And which technologies, useful in the past, should now be retired in favor of better options?

2024 32
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Activating Intent Data for Sales and Marketing

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.

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Pourquoi des solutions WEM plus intelligentes sont importantes : Le point de vue de Calabrio sur le Magic Quadrant 2024 de Gartner pour CCaaS

Calabrio

Analytics Pourquoi des solutions WEM plus intelligentes sont importantes : Le point de vue de Calabrio sur le Magic Quadrant 2024 de Gartner pour CCaaS Sautez en avant Share Dans le quadrant magique 2024 de Gartner pour les centres de contact en tant que service (CCaaS) , un message cl est clair : les centres de contact ont besoin d’outils modernes et avancs pour relever les dfis actuels et conserver leur avantage concurrentiel.

2024 52
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A Digital Product Passport Needs More Standardization And Fewer Standards

Forrester's Customer Insights

The Digital Product Passport promises significant benefits for sustainability, auditability, and consumer information, but a lack of agreement on standards makes it difficult to realise this promise ahead of European deadlines in 2027.

2027 32
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Steigende Kosten im Einzelhandel mit Workforce Engagement Management meistern: Ein strategischer Ansatz für die Weihnachtszeit

Calabrio

Analytics Steigende Kosten im Einzelhandel mit Workforce Engagement Management meistern: Ein strategischer Ansatz fr die Weihnachtszeit Vorsprung Share Einzelhndler in ganz Grobritannien bereiten sich auf die geschftigste Einkaufssaison des Jahres vor, whrend sie gleichzeitig mit steigenden Kosten und regulatorischen nderungen zu kmpfen haben, die im April 2025 in Kraft treten werden.

2025 52
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The Best Companies Purposely Make It Hard To Get Hired

The DiJulius Group

The best companies purposely make it hard to get hired Getting hired at your company should be extremely hard. It is only fair to your existing employees that you stay exceptionally selective on whom you let in. People must earn the right to be a part of your culture and legacy. Unlike the many businesses. Read Full Article The post The Best Companies Purposely Make It Hard To Get Hired appeared first on The DiJulius Group.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

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.