BlueOcean
APRIL 1, 2025
Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.
Experience Investigators by 360Connext
APRIL 1, 2025
What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
APRIL 1, 2025
Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. When we hear it, we hope its true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our com
Thematic
APRIL 1, 2025
Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. It ensures you understand customer behavior and needs—and use that knowledge to enhance their experience. In fact, 73% of customers say customer experience is a top factor in their purchasing decisions, so investing in insights is no longer optional.
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.
Brandwatch CX
APRIL 1, 2025
Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. According to a recent Dimension Data report , 35% of all contact centre interactions are already digital and if growth continues at the current rate it will overtake telephone contact by 2017. Social customer service costs around $1 per interaction , six times cheaper than phone support costs.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
APRIL 1, 2025
Back in 2017, when I wrote Listen or Die , I shared what was then a bit of a controversial opinion: if you want people to pay attention to your VoC program, tie it to compensation! Now here we are, years laterand guess what? It still works. It may be more important than ever. This lesson hasnt fundamentally changed, even with all the advances in AI and automation.
Happy or Not
APRIL 1, 2025
Understanding customer sentiments is crucial for businesses looking to enhance customer experience and drive long-term success. In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution.
Optimove
APRIL 1, 2025
Optimove Engage Empower your teams by unlocking creativity, streamlining content creation, and delivering personalized customer experiences at scale. AI-Led Content Creation for Every Channel With Optimove Engage, marketers can create once and iterate continuously. OptiGenie AI makes it easy for marketers to generate, analyze, and refine copy and assets on all of their native channels.
Forrester's Customer Insights
APRIL 1, 2025
Over the past two weeks, we attended back-to-back CX events first Qualtrics X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both leaders in The Forrester Wave: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprise-wide CX programs as well as digital, contact center, and location-based operations leaders.
Advertisement
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.
Kapta Customer Success
APRIL 1, 2025
Six misconceptions are reducing customer QBR engagement. Learn about these myths and how to overcome them to increase engagement and outcomes.
Forrester's Customer Insights
APRIL 1, 2025
AI and the growing role of buying influencers are rewriting the rules of engagement for marketers and sellers. Learn about todays buying networks and how to begin adapting your strategies.
Gainsight
APRIL 1, 2025
The power of AI rests in data. If youve done any research on AI solutions, youve likely run into the phrase, garbage in, garbage out. The core of that message is true: All companies should strive towards clean, accurate, and organized data. But, no company will have perfect data maintenance, especially for a tool they dont yet use. Perfection should not stop progress, particularly when it comes to helping Customer Success (CS) teams build relationships with customers.
Northridge Group
APRIL 1, 2025
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I’ve encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn’t […] The post Ten Things Ive Learned That Made Me Think Differently first appeared on Northridge Group.
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!
Forrester's Customer Insights
APRIL 1, 2025
Today at Forresters largest annual customer event in Phoenix, my colleague Barry Vasudevan opened B2B Summit North America with his keynote address, Introducing Buying Networks: Your Buyers New Reality, which introduced the new concept of buying networks.
CSM Magazine
APRIL 1, 2025
Authentic customer service is more than just solving problems or answering questions. Its about building genuine connections, meeting customer needs in meaningful ways, and fostering trust that keeps them coming back. Businesses that prioritize authentic service not only create happier customers but also build a reputation for excellence that inspires loyalty and drives revenue growth.
Forrester's Customer Insights
APRIL 1, 2025
Litigation has become the default method for companies to resolve disagreements, force accountability, and establish recourse for everything from breach-related failures to contractual disagreements.
Forrester's Customer Insights
APRIL 1, 2025
Prioritize Foundational Elements Over Decorative Accessories Our springtime urge to clean, redecorate, and renovate has a biological explanation. Turns out that springs increased hours of daylight lower our bodies production of melatonin (the hormone that makes you sleepy), which leads to regained energy and inspiration to clean our living environments.
Advertisement
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.
Forrester's Customer Insights
APRIL 1, 2025
The latest on Fujitsu and its Quantum Computing capabilities.
Forrester's Customer Insights
APRIL 1, 2025
GenAI Mirrors Search Experiences Because of genAI, all search experiences are increasingly conversational, assistive, and agentic. Consequently, distinctions between search experiences disappear. Perplexity and Rufus, Amazons shopping assistant, both leverage genAI-integrated search, blurring the line between search engine and site search experiences.
Forrester's Customer Insights
APRIL 1, 2025
I recently attended my first-ever Insider Summit (formerly the Insider Threat Summit) in Monterey, CA. The event, in its ninth year, was attended by insider risk leaders, counterintelligence professionals, and current/former members of law enforcement and the US military. The heavy focus on people not data or systems was surprising to me.
Expert insights. Personalized for you.
156 
Let's personalize your content