Tue.Jan 21, 2025

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Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI

PeopleMetrics

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.

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Convenience Is King: Creating Experiences and Crafting Products for Today’s Customer

ShepHyken

Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. As humans, we love convenience, and were willing to pay for it. In our annual CX research (sponsored by RingCentral ), we found that 70% of customers felt convenience was so important that they would pay more if conveni

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Optimove Insights: 2025 Consumer Marketing Fatigue Part 3

Optimove

Personalization: The Key to Cutting Through the Noise In an age of marketing fatigue, Part 3 of the 2025 Optimove Insights Consumer Marketing Fatigue Report reveals how personalization and relevance can drive engagement and loyalty. In the report you’ll find insights showing that: Tailored messages resonate: Consumers value personalization that reflects their needs.

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What is Text Analytics? Your Beginner’s Guide to Transforming Data into Insight

Thematic

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? They use text analytics ! So, what is text analytics? It’s a powerful tool that helps you understand what your customers are really saying by transforming unstructured text into meaningful insights. Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data.

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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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Turning Crisis Into Connection: How IVAs Can Support Utility Customers During Outages

Interactions

Utility outages due to extreme weather are accelerating customer service challenges for utility providers. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports. Eight in 10 major U.S. power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central.

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Transform your business’s Yelp presence with Birdeye

BirdEye

With an average of 2.7 million people visiting Yelp each day, it stands as one of the most trusted platforms for online reviews , helping millions of businesses connect with their potential customers. Now, with Birdeye partnering with Yelp, you can manage your multi-location businesss Yelp presence in a simpler and more efficient way. This partnership allows you to seamlessly build, manage, and enhance your Yelp profilesright from the Birdeye platform.

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Blueshift’s Cross-channel Marketing Platform Named Leader in Winter 2025 by G2

Blueshift

In the ever-evolving world of marketing technology, achieving recognition from customers and industry analysts is no small feat. Blueshifts Intelligent Customer Engagement (ICE) platform has done just that. As 2025 kicks off, Blueshift celebrates three G2 awards alongside high ratings on Gartner Peer Insights, underscoring our commitment to empowering brand marketers with patented AI-driven solutions for personalized, real-time customer engagement.

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What is a Good Engagement Rate on TikTok? Your Benchmarks for 2025

Brandwatch CX

Discover what constitutes a good engagement rate on TikTok and get practical tips to enhance your performance. Read the article for actionable insights!

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Blueshift’s Cross-channel Marketing Platform Named Leader in Winter 2025 by G2

Blueshift

In the ever-evolving world of marketing technology, achieving recognition from customers and industry analysts is no small feat. Blueshifts Intelligent Customer Engagement (ICE) platform has done just that. As 2025 kicks off, Blueshift celebrates three G2 awards alongside high ratings on Gartner Peer Insights, underscoring our commitment to empowering brand marketers with patented AI-driven solutions for personalized, real-time customer engagement.

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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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How user-centric are you? Probably not enough.

Alida

Dr.

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Blueshift’s Cross-channel Marketing Platform Named Leader in Winter 2025 by G2

Blueshift

In the ever-evolving world of marketing technology, achieving recognition from customers and industry analysts is no small feat. Blueshifts Intelligent Customer Engagement (ICE) platform has done just that. As 2025 kicks off, Blueshift celebrates three G2 awards alongside high ratings on Gartner Peer Insights, underscoring our commitment to empowering brand marketers with patented AI-driven solutions for personalized, real-time customer engagement.

2025 52
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New Contract, Who Dis? Why B2B Personalization Drops Off After The Sale, And How To Fix It

Forrester's Customer Insights

Personalization can take many forms, including delivering relevant, customized content, driving segmentation, and drawing on persona, role, geographical, and behavioral information to create great customer interactions. B2B firms should spend more time personalizing postsale customer engagement.

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YouTube Audit: Essential Steps for Channel Growth and Optimization

Brandwatch CX

Boost your YouTube channel's performance with our essential audit guide. Identify areas for improvement and take actionable steps today! Read more.

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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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Order Management Systems And A Story Of Augmented Evolution

Forrester's Customer Insights

Read this blog for key insights from Principal Analyst Emily Pfeiffers Forrester Wave evaluation of order management systems.

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Instagram Creator Accounts: What You Need to Know

Brandwatch CX

Discover the benefits of Instagram Creator Accounts and learn how to set one up effectively. Read our comprehensive guide to optimize your presence!

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The Forrester Wave™: Knowledge Management Solutions, Q4 2024 Insights

Forrester's Customer Insights

The past decade has seen little advancement in KM technologies. Knowledge management solutions are changing right before our eyes.

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[Experience Action Podcast] CX Pulse Check – January 2025

Experience Investigators by 360Connext

It’s time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive marke

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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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What is 3PL Logistics?

CSM Magazine

Third-party logistics (3PL) refers to outsourcing logistics operations, such as warehousing, inventory management, order fulfillment, and shipping, to an external service provider. By leveraging the expertise and resources of 3PL companies, businesses can streamline their supply chains, reduce costs, and enhance customer satisfaction. This comprehensive guide explores the concept of 3PL logistics, its benefits, and how to choose the right 3PL partner or the fulfillment service.

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Insights from the iGX Report: How Gamification and AI Are Shaping the Future of iGaming 

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: The iGX report is an essential reading for marketers looking to stay competitive. It provides actionable strategies, highlights emerging trends, and offers a roadmap for leveraging these transformative tools to drive growth and loyalty. The report, created in collaboration with Optimove, is a comprehensive study based on insights from 100 senior marketing leaders in the iGaming industry.

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7 Ways to Ensure Your Brand Reflects Your Customer Service Promise

CSM Magazine

Your brand’s promise is more than just words on a page – it’s a special bond with your customers. And the only way to keep that bond strong is by delivering a consistently exceptional experience that’s true to who you are. Slip up on customer service, and you’ll pay the price: damaged trust, fading loyalty, and customers who take their business elsewhere.

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Optimove Announces Optimove Ignite+: A New Comprehensive Program Tailored to Accelerate Growth for Emerging iGaming and Sports Betting Operators

Optimove

s emerging iGaming and sports betting operators have often struggled to scale and compete effectively, Optimove announced today the launch of Optimove Ignite+, a comprehensive program tailored to accelerate growth for emerging operators. The post Optimove Announces Optimove Ignite+: A New Comprehensive Program Tailored to Accelerate Growth for Emerging iGaming and Sports Betting Operators appeared first on Optimove.

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Signal-Based Selling: How to Leverage 4 Key Buying Signals

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.

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Netigate Releases New AI Feature to Help Organisations Better Understand and Act Upon Customer and Employee Feedback Data

CSM Magazine

Netigate is taking feedback management to the next level with the release of Ask AI. The new feature helps organisations, from banking to retail, telecoms, and more, extract actionable insights from their customer and employee experience data effortlessly and affordably. Netigate , a leading provider of experience management solutions, has announced the launch of Ask AI, a generative AI feature designed to help companies andorganisationsget clear answers from the voices of their customers and em

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Transform Law Firm Planning, Reporting & Operations with Oracle Cloud EPM

Circular Edge

Introduction: Why EPM Matters for Law Firms Law firms operate in a unique financial and operational ecosystem. With no tangible products to sell, revenue generation is tightly tied to people, their expertise, and their output. Adding to the complexity is the need to allocate resources effectively, balance profitability across practices, and navigate the increasing demand for agility and technological innovation.

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How Does Customer Service Affect Customer Loyalty

CSM Magazine

While product quality and price remain important, exceptional customer service has emerged as a critical factor in fostering long-term customer loyalty. Here we look at some of key elements that affect customer loyalty, The Role of Customer Service Agents Customer service agents are on the frontline in the quest for customer loyalty. They are often the first point of contact for customers seeking help or information, and their ability to resolve issues efficiently and courteously can make a sign

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Telstra Accelerates its AI Journey

Forrester's Customer Insights

Artificial intelligence announcements have become almost daily occurrences. Yet, Telstra’s recent joint venture with Accenture stands out as particularly noteworthy. This partnership signals a significant shift in how large enterprises are approaching AI adoption to create an AI advantage.

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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.