ShepHyken
MARCH 25, 2025
I just received an email from the Dollar Shave Club. Ive been a member (as in customer) of the club for more than 10 years. I joined the club after watching their irreverent, R-rated (for language) YouTube video that has more than 28 million views. The concept was simple. Pay a small monthly fee and new razor blades are delivered to your mailbox. The member never has to worry about running out of fresh razor blades ever again.
InMoment XI
MARCH 25, 2025
The path to real improvement starts with understanding. Effective communication is the foundation of strong teams, enabling them to collaborate, solve problems, and build better relationships with customers and stakeholders. Nowhere is this more critical than in call centers and customer experience teams, where every interaction shapes customer satisfaction, brand perception, and business outcomes.
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PeopleMetrics
MARCH 25, 2025
In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!
Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Consequently, accurately measuring and strategically enhancing call center agent performance is paramount.
Advertiser: ZoomInfo
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.
Blueshift
MARCH 25, 2025
It’s tough to keep students consistently engaged, isn’t it? In a world overflowing with exciting learning opportunities, relying on generic emails and one-size-fits-all promotions might not be the best marketing approach.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 25, 2025
Sabio Group today announced the expansion of its acclaimed ‘ Disrupt ‘ programme across Europe for 2025, taking its digital customer experience (CX) transformation event to three major European cities. The expansion of its flagship event comes at a critical time for the CX industry, with artificial intelligence rapidly evolving, cost of living pressures continuing, and volatile energy prices creating significant challenges for contact centres and frontline customer service staff.
Calabrio
MARCH 25, 2025
Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service.
Optimove
MARCH 25, 2025
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: For marketers in iGaming and sports betting, engaging and retaining players is a constant challenge. Conventional marketing tactics alone are insufficientplayers expect more interactive and rewarding experiences. AI-orchestrated gamification blends behavioral insights with real-time engagement to drive loyalty, increase lifetime value, and enhance personalization at scale.
Calabrio
MARCH 25, 2025
Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up. How successful have these efforts been? What new challenges are businesses facingand how are they measuring success?
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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.
Upstream Works
MARCH 25, 2025
Learn how AI in contact centers can enhance customer service, streamline operations, and improve agent efficiency. The post 3 Transformative Benefits of Artificial Intelligence in Contact Centers appeared first on upstreamworks.com.
Brandwatch CX
MARCH 25, 2025
Learn essential tips for crafting engaging blog content that captivates readers. Improve your writing skills and connect with your audience read more.
Uplight
MARCH 25, 2025
We had a great time at this years annual AESP Annual Conference, which brought together over 280 organizations and nearly 70 utilities to discuss challenges, opportunities, and the future of clean energy and demand-side management. Uplight participated in several discussions and shared learnings from our utility partnerships. Recognition for Innovation in Demand Flexibility with SMUD Read More The post Uplight at AESP Annual: Award Acceptance, Rich Discussion, and Valuable Collaboration appeared
Forrester's Customer Insights
MARCH 25, 2025
B2B marketers overwhelmingly agree that their buyers and customers expect experiences relevant to their needs and preferences. Yet they struggle to define and deploy an audience-centric approach to B2B personalization that extends throughout the customer lifecycle.
Advertiser: ZoomInfo
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!
Keatext
MARCH 25, 2025
At Keatext, we're always listening to your needs, and we've heard that noise in your Zendesk data can be a challenge. Here's how Keatext addresses this pain point.
dscout People Nerds
MARCH 25, 2025
Products with unlimited and unpredictable use cases make it hard to measure success against standard metrics. This guide will help.
Forrester's Customer Insights
MARCH 25, 2025
We often talk about AI through the lens of individual productivity – automating tasks, accelerating workflows, and reducing costs. But theres something far more powerful and far less discussed emerging in front of us: the impact of GenAI on teams. Not just replacing tasks, but reshaping how people work together.
Experience Investigators by 360Connext
MARCH 25, 2025
We simply need more loyal customers. The CEO was earnest in this request, and their goal made sense. Loyal customers return, spend more, and provide valuable insights that help shape business strategies. But Id argue the word simply is not entirely accurate. Loyalty in any relationship is earned over time by building on trust, reliability, and consistency.
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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.
Zeisler Consulting
MARCH 25, 2025
Its astonishing that its 2025 and I have to bring this up, but: Why are certain brands even online, anyway? Its not new technology…sure, everybody has a website and if you dont , it kind of looks fishy. Can you think of any major brand thats not online? (Pause here for a flood of responses and unexpected examples, okay, okay.) I remember when the Internet was new (like, say the late ’90s or so?
Experience Investigators by 360Connext
MARCH 25, 2025
The magic of attending a truly exceptional event stays with us long after we’ve returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences. Drawing from her extensive experience as both keynote speaker and attendee, Jeannie walks through practical recommendations that can elevate any event, regardless of size or bud
Optimove
MARCH 25, 2025
See the difference control groups make in this guide Download Now Why it Matters: Understanding bettor behavior by entry round gives marketers a powerful lens into retention patterns, drop-off points, and high-intent engagement windows during March Madness. Rather than treating all bettors the same, this analysis allows sportsbook marketers to segment audiences based on when they first wageredand tailor campaigns, offers, and messaging to extend activity throughout the tournament.
BirdEye
MARCH 25, 2025
Picture this: You visit your favorite local coffee shop and order your usual. As you pay, a friendly barista asks, On a scale of 0 to 10, how likely are you to recommend us to a friend? That simple question is the heart of the Net Promoter Score (NPS) a customer loyalty metric that helps businesses know how customers feel about their brand. However, in 2025, NPS will be more than a metric.
Advertiser: ZoomInfo
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.
CSM Magazine
MARCH 25, 2025
Customer service is one of the areas where innovation is being impacted by the changes in technology. As the Ethereum price continues to fluctuate, its underlying technology is proving to be a transformative force in customer service management. Ethereum currencies are leading in this innovation. With the rise of dApps and smart contracts, Ethereum is automating customer service processes.
BirdEye
MARCH 25, 2025
Online reviews strongly influence customer choices, and Google reviews are some of the most trusted feedback sources around. Knowing how to search for Google reviews by name and keyword can help you quickly find useful information about businesses and services. For multi-location businesses like yours, tracking customer reviews is vital for managing reputation.
Gainsight
MARCH 25, 2025
For many of us, our introductionand most of our understandingof AI came from media. Whether AI found us through movies, cartoons, or books, it wasnt a part of our everyday lives. And we werent positive it ever would be. Today, AI tools are everywhere. AI voice agents are on our phones, generative AI summarizes our Google searches, and, according to Reuters , over 400 million people use ChatGPT weekly.
BirdEye
MARCH 25, 2025
Marketing automation for small businesses helps handle repetitive tasks while you stay in control of your strategy. Most small businesses operate with lean teams yet are expected to deliver the same personalized customer experiences as larger companies. Thats where marketing automation solutions come in. With the right marketing automation software for small businesses, owners can simplify complex workflows, boost customer engagement, and free up time for growth.
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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.
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