InMoment XI
APRIL 3, 2025
The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. But how exactly are businesses making this transition?
The DiJulius Group
APRIL 3, 2025
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys.
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Thematic
APRIL 3, 2025
By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Why? Because customers are tired of slow responses, generic replies, and unresolved issues. Text analytics —especially when powered by AI—is changing that. It helps businesses make sense of messy, unstructured feedback and turn it into something that actually improves service, products, and customer relationships.
PeopleMetrics
APRIL 3, 2025
This lesson has stood the test of time: if your people already live in a systemlike Salesforce, HubSpot, or Dynamicsmeet them there. Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. The twist? CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. The principle hasnt changed: make it easy, and theyll use it.
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.
CSM Magazine
APRIL 3, 2025
The next generation of the internet, Web3, is here. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in. The goal? Better customer experiences. But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? The Power of Decentralization One of Web3’s core concepts is decentralization.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Optimove
APRIL 3, 2025
Re-engage your churned customers with this guide Download Now Why it Matters: The iGaming Churn Descending Recovery Curve reveals a simple but powerful truth: the faster marketers act on player churn, the more they will recover in both engagement and revenue. Based on data from over 5 million players, proprietary research shows that players are most likely to return and most valuable within the first day of churn.
Brad Cleveland Blog
APRIL 3, 2025
Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it’s very believable. You further customer advocacy as you encourage dialogue, positive and negative, and engage where that makes sense. Learn more about why it’s important to respond to and encouraged dialogue with customer advocates in this video from my LinkedIn Learning course Customer Advocacy.
Brandwatch CX
APRIL 3, 2025
Discover effective strategies for global social media marketing that drive engagement and growth. Read the article to elevate your marketing efforts today!
Forrester's Customer Insights
APRIL 3, 2025
OCBC has emerged as a leader in enterprise AI adoption, seamlessly integrating generative AI across its operations. I recently spoke with Donald MacDonald, Head of OCBC’s Group Data Office, about the bank’s AI journey. Q: Donald, OCBC’s success with AI seems to stem from a long-term vision rather than a sudden pivot.
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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.
Thematic
APRIL 3, 2025
Imagine sending out a new product feature without ever checking what your customers think. Scary, right? Building a customer feedback loop is how we avoid flying blind. It’s a continuous cycle where we collect feedback, act on it, and show customers they’ve been heard—boosting trust and customer insights. In fact, 77% of customers have a more favorable view of brands that ask for and accept feedback But how do you create a customer feedback loop?
Forrester's Customer Insights
APRIL 3, 2025
Generative AI was so two years ago. Now, businesses are all about agentic AI (not to be confused with AI agents), channeling the brouhaha of ChatGPT in 2023. But where is the consumer in all this? While businesses are moving to experiment and learn more about agentic AI, consumers are not.
Brandwatch CX
APRIL 3, 2025
Discover essential PR strategies tailored for small businesses to drive effective growth. Learn actionable tips to elevate your brand's visibility read now.
Forrester's Customer Insights
APRIL 3, 2025
Last weeks mega deal of Google acquiring CNAPP provider Wiz for $32B has some lamenting the future of IPOs in the cybersecurity space.
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!
Brandwatch CX
APRIL 3, 2025
Learn how SMART marketing can help you reach your target audience with the right goal setting and tracking strategies.
Forrester's Customer Insights
APRIL 3, 2025
Events such as COVID-19 and the Russo-Ukrainian War demonstrate that the location of manufacturing greatly impacts national security, highlighting that companies need to diversify their supply chains to maintain an optimal balance between cost and flexibility.
Experience Investigators by 360Connext
APRIL 3, 2025
Customer expectations are higher than ever, and the companies that thrive are those that place customer experience (CX) at the center of their strategy. However, many C-suite executives face challenges in elevating CX to a top priority, such as siloed departments, unclear ROI, and limited resources. This webinar is designed for senior leaders ready to drive change and make CX a key differentiator.
Daniel Group
APRIL 3, 2025
Recently, Ive been hearing from clients and prospects alike that they want something better from their customers, the kind of insights that cant always be captured in a quick online survey. Weve seen several companies looking to add or bring back phone surveys after finding that digital-only feedback left too many questions unanswered. It appears that more companies are realizing that digital feedback tools, while efficient, provide feedback that is sometimes incomplete.
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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.
InteractionMetrics
APRIL 3, 2025
We’ve just updated our blog on How to Choose A Net Promoter Company with even more insights and detailed breakdowns! It now contains tons of useful new information, including: The biggest mistakes companies make with NPS (and how to avoid them) What scientific rigor really means when it comes to collecting feedback Why open-ended responses are the key to improving your score And much more!
Forrester's Customer Insights
APRIL 3, 2025
Across IT, acronyms come with the territory.
CSM Magazine
APRIL 3, 2025
Bitcoin is the most well-known digital coin in the world, the asset that has served as a blueprint for the entire cryptocurrency ecosystem. As a result, it also has the highest market cap level of the entire ecosystem, and its movements affect all the other cyber tokens. When Bitcoin performs well, so do the altcoins, as the entire marketplace is energized, although its lack of dominance in the ecosystem has sometimes been correlated with some of the other coins having a stronger run.
Forrester's Customer Insights
APRIL 3, 2025
In todays era of volatility, technology leaders will need to do more with even less. This means dusting off the cost-cutting playbook to seek out additional optimization opportunities without sacrificing your AI ambitions. Here are a few cost-cutting measures to focus on in the near term.
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.
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