ShepHyken
FEBRUARY 25, 2025
The title may be a bit misleading. You dont want to be a victim of a farce. You want to experience a positive force. Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.
Experience Investigators by 360Connext
FEBRUARY 25, 2025
Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success metrics beyond traditional feedback loops, and the importance of resource allocation to drive effective strategy.
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Calabrio
FEBRUARY 25, 2025
Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands dont have the resources to manage the contact centre in a way that will extract the right insights to inform the business.
Brandwatch CX
FEBRUARY 25, 2025
Discover the top 10 management tools to streamline your social media strategy and boost engagement. Read the article to find the perfect fit for your needs.
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.
Northridge Group
FEBRUARY 25, 2025
The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience. The post State of CX 2023 Research Report: Part II first appeared on Northridge Group.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Help Scout
FEBRUARY 25, 2025
Finding the right customer service tool can be a challenge, but for Mukama, returning to Help Scout wasnt just about switching back; it was about choosing a tool that truly supports their team and customers.
Brandwatch CX
FEBRUARY 25, 2025
Discover the top 5 Facebook management tools to enhance your engagement strategy. Read on to find the best solutions for effective audience interaction.
Forrester's Customer Insights
FEBRUARY 25, 2025
For those of us in the US who track the economy and its implications for consumers and the brands that sell to them, it’s been a head-spinning couple of months. Policies have been coming at us fast and furious as a new administration looks to stamp its mark on the economy.
Help Scout
FEBRUARY 25, 2025
At Help Scout, we invest a lot of time to ensure our applications make the best out of their databases. Click through to learn more about how we use a per-module datasource approach to help break down complexity.
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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.
Forrester's Customer Insights
FEBRUARY 25, 2025
An unwritten truth in large organizations is that the only constant is change. But as the U.S.s largest employer faces widespread transformation, even the most seasoned leaders may find that their usual leadership playbooks no longer apply.
dscout People Nerds
FEBRUARY 25, 2025
Priyanka Marawar discusses how Headspace navigated the challenge ethically to build a GenAI experience that centers on member safety and wellbeing.
Centercode
FEBRUARY 25, 2025
Testers drop off fast if onboarding is unclear. Heres a checklist to ensure quality feedback can start flowing quickly.
Help Scout
FEBRUARY 25, 2025
Help Scout has become an essential part of BoxHeros growth strategy. It empowered their global expansion, improved response times, and reduced operational costs all while providing a better experience for their customers.
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!
Optimove
FEBRUARY 25, 2025
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2025 taking place in London on March 19-20th offers exclusive access to cutting-edge tools, expert insights, and real-world strategies that empower marketers to personalize customer journeys, optimize data-driven decisions, and boost campaign performance.
TechSee
FEBRUARY 25, 2025
Our homes are filled with innovative products designed to make life more convenient, secure, and efficient. Yet, despite their cutting-edge capabilities, these products often fail to perform as expected—not because of hardware defects but due to one crucial factor: poor smart home WiFi connectivity. When a security camera lags, a smart speaker doesn’t respond, or a connected thermostat or oven fails to sync, users blame the product itself.
PeopleMetrics
FEBRUARY 25, 2025
When it comes to customer experience, most businesses focus on what happens after someone becomes a customer. But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. The sales process itself is a critical touchpoint that sets expectations, builds trust, and determines whether a prospect will ultimately become a customeror walk away.
Calabrio
FEBRUARY 25, 2025
Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. WFM tools are key to not only delivering winning customer experiences but ensuring that the frontline agents that provide service are engaged, educated, and empowered to do so in the first place.
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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.
CSM Magazine
FEBRUARY 25, 2025
Sabio Group , the digital customer experience (CX) transformation specialist, has today announced the launch of a new offering aimed at tackling how contact centres manage employee leave requests. The solution will help contact centres using Genesys Workforce Engagement Management (WEM) to navigate the complex integration between workforce management systems and HR solutions for leave management.
Calabrio
FEBRUARY 25, 2025
Customer Experience Customer Experience (CX) Platform: Your Guide to What It Isand Which Are the Best Solutions Share Has the digitization of customer experiences been a blessing or a curse to your business? If you answered both, youre far from alone. The digital transformation thats taken over customer engagement and support seems to have created incredible opportunities and vexing complexities in almost equal measure.
BirdEye
FEBRUARY 25, 2025
Your GBP listing might seem completeyouve added your business hours and a few photos and collected some Google reviews. But something isnt rightyour local rankings are dropping, fewer people are clicking on your business profile, and competitors are outranking you in search results. Thats why GMB audit tools existthey scan your profile, spot any issues, and offer insights to help you fix them.
Gainsight
FEBRUARY 25, 2025
There is no such thing as a dumb question. I disagree. Take this question I asked a customer in a CS kickoff call: Can you walk me through the business outcomes you hope to achieve with our product? Or worse: Just confirming, did you buy the standard or the premium package? I wasnt incompetent. Its just that our Sales-to-CS handoff was broken. CS wasnt looped into deals before closed, CRM notes were threadbare, and there was no Gainsight.
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.
The DiJulius Group
FEBRUARY 25, 2025
The Work-from-Home Debate / Jamie Dimons leaked video on return to work / The Death of Remote & Hybrid Work is Greatly Exaggerated / Pros & Cons of WFH Since the end of the pandemic, most businesses have realized they had to offer their employees hybrid, flexible, work-from-home (WFH) models. Employees who work from home. Read Full Article The post The Work-from-Home Debate appeared first on The DiJulius Group.
Northridge Group
FEBRUARY 25, 2025
New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Groups new report on Mobile Phone Use and 5G Expectations were quite telling. The post Understanding Mobile Phone Use and 5G Expectations first appeared on Northridge Group.
CSM Magazine
FEBRUARY 25, 2025
The NFT (Non-Fungible Token) market has grown into a multi-billion-dollar industry, transforming digital ownership and redefining how assets are traded. NFTs represent unique digital assets stored on the blockchain, ensuring authenticity and scarcity. From digital art and collectibles to real estate and gaming items, NFTs have disrupted multiple industries, attracting investors, creators, and traders.
Forrester's Customer Insights
FEBRUARY 25, 2025
Reports of X CEO Linda Yaccarino tying appeals for increased advertising commitments to X lawsuits and Congressional oversight reads as extortion and requires advertisers and agencies to take steps to maintain their fiduciary imperative to direct media investments.
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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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