Tue.Dec 10, 2024

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Reduce Customer Churn to Boost Revenue and Stay Competitive

InMoment XI

Losing customers never feels good, especially in a hyper-competitive market. You could replace them, but thats easier said than done. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere.

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Customer Experience ROI: Tying CX Investments to Business Success

Experience Investigators by 360Connext

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Every business team or department has to measure its results to understand what is and isnt working (or worth the organizations investment): Marketers show how social media campaigns and ebooks attract new leads Salespeople explain how account-based tactics help land big-ticket sales Human resources pros tie culture initiatives to improved retention and faster recruitment Customer experience teams are

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8 Best QuestionPro Alternatives & Competitors in 2024

Retently

QuestionPro has been a go-to for many, but the competition is heating up. With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers.

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[Experience Action Podcast] Misaligned Customer Expectations

Experience Investigators by 360Connext

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations. We’ll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappoi

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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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Three Things You Must Know About Dealing with Angry Customers

ShepHyken

How to handle angry customers is a topic Ive covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem.

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How To: Sentiment Analysis Of Reviews (& What To Use)

Thematic

Reviews are a treasure trove of information. That’s where your customers tell you exactly what they do and don’t like about your company. Large organizations typically have vast quantities of reviews that are packed with valuable insights. Making sense of these requires a systematic approach. Review sentiment analysis using AI tools helps you unpack what your customers feel about particular topics and track how that changes over time.

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How Can Cryptocurrency Businesses Better Their Customer Service?

CSM Magazine

The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace. 1.

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Putting Creativity Back into the Marketer’s Hands  

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: Marketers will learn how AI and Generative AI are revolutionizing the industry by putting creativity back into their hands, enabling them to craft meaningful campaigns faster and with greater precision. Plus, readers will learn more about the “ Position-less Marketer ,” empowered by technology to transcend traditional role silos and seamlessly manage diverse responsibilities.

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Aampe Deploys 100 Million AI Agents to Power the Next Wave of Personalization and Raises $18M

CSM Magazine

Aampe founders: Schaun Wheeler, Paul Meinshausen, Sami Abboud Aampe’s agentic infrastructure enables marketing and product teams to deliver continuous personalization across channels and surfaces without having to build and maintain complex segments and campaigns across multiple tools. While companies building consumer apps and prosumer tools invest heavily in personalizing user experiences through product usage data, teams still manually craft the workflows that deliver those personalized

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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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Creating a Winning E-commerce Strategy with Content Personalization

Blueshift

Standing out in crowded e-commerce markets requires more than just good products and competitive pricing. Brands need to evolve beyond generic interactions to deliver meaningful experiences that truly connect with their audience, fostering engagement, increasing conversions, and building long-term loyalty. Content personalization plays a crucial role in this effort, allowing businesses to craft interactions that align with each customers unique preferences.

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Analyzing Open Ended Survey Questions—Is AI Your Solution?

InteractionMetrics

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Employees and customers can express themselves through text and say whats really on their minds in a way thats impossible through structured rating questions. Open-ends are your gold but extracting the gold is challenging, which is why companies look to AI to solve the problem.

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Retrieval-Augmented Generation is Revolutionizing Businesses

Forrester's Customer Insights

Generative AI (genAI) has the potential to radically elevate customer experiences and streamline operations, delivering transformative impact across the enterprise. Yet, businesses encounter a significant challenge: the inherent limitations of foundational models (FMs). These models often struggle with delivering accurate and relevant outputs, primarily due to their constrained training datasets.

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Amazon Joins Quick Commerce Frenzy in India with 15-Minute Grocery Delivery Tests

CSM Magazine

Amazon is set to conduct trials for quick commerce operations in India, aiming to deliver grocery items within 15 minutes. The initiative, known as “Project Tez”, focuses on high-frequency essentials initially but will adapt based on customer demand and data insights. The service will prioritize everyday items over high-value electronics, aiming to cater to frequently purchased goods.

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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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LinkedIn Groups: Your Intro Guide to Business Communities

Brandwatch CX

Learn how to create and engage in LinkedIn groups effectively. Boost your networking and community-building skills. Read the article for practical tips!

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5 Lessons for Transformative Market Research from Eli Lilly

2020 Research

In this Article Step Out of the Comfort Zone Partnership Is Key Diversity Meets Efficiency Reimagine the Respondent Experience The Importance of Education and Internal Buy-in Understanding and adopting transformative strategies in market research can be the difference between staying relevant and falling behind. Changing up your strategies also allows you to discover more nuanced insights that pave the way for tailored customer interactions and focused marketing efforts.

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Creating a Winning E-commerce Strategy with Content Personalization

Blueshift

Standing out in crowded e-commerce markets requires more than just good products and competitive pricing. Brands need to evolve beyond generic interactions to deliver meaningful experiences that truly connect with their audience, fostering engagement, increasing conversions, and building long-term loyalty. Content personalization plays a crucial role in this effort, allowing businesses to craft interactions that align with each customers unique preferences.

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CX University and Rochat School of Business Partner to Offer New Customer Experience Specialist (CXS) Certificate Program in Spanish

CX University

CX University and Rochat School of Business are excited to announce their new collaboration to offer the Customer Experience Specialist (CXS) TM certificate program in Spanish. This strategic partnership combines CX University’s expertise in online education with the international prestige of Rochat School of Business, providing high-quality customer experience training for Spanish-speaking professionals.

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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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Creating a Winning E-commerce Strategy with Content Personalization

Blueshift

Standing out in crowded e-commerce markets requires more than just good products and competitive pricing. Brands need to evolve beyond generic interactions to deliver meaningful experiences that truly connect with their audience, fostering engagement, increasing conversions, and building long-term loyalty. Content personalization plays a crucial role in this effort, allowing businesses to craft interactions that align with each customers unique preferences.

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Consumers Are Lukewarm About Your Company’s Personalization Efforts

Forrester's Customer Insights

Many companies think consumers want personalized interactions which isn't always the case. What consumers want is relevancy and value. Learn how Forresters four dimensions of customer value can help your company deliver.

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Blue Ocean Earns EcoVadis Bronze Medal for Sustainability Excellence

BlueOcean

Halifax, Nova Scotia – Blue Ocean Contact Centers, a leading provider of high-touch customer care solutions, has been awarded a Bronze Medal from EcoVadis, placing them in the top 35% of companies globally for sustainability performance. This recognition validates Blue Ocean’s commitment to environmental stewardship, ethical business practices, labor and human rights, and sustainable procurement. “At Blue Ocean, we’ve always believed that doing good business means doing b

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Choose The Enterprise Architecture Management Suite That Best Support Your Transformation

Forrester's Customer Insights

Todays enterprise architecture (EA) practices are critical to enable a firms customer-obsessed digital transformations. As more traditional EA practices become commoditized, Enterprise Architecture Management Suite (EAMS) vendors that show strong use cases to support real transformations will emerge as market leaders.

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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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What is your word worth?

Zeisler Consulting

I recently had a particularly silly experience with the US Postal Service.* I mailed an envelope (containing nothing more than a copy of my very thin, light book) from Denver across the country to a client. The estimated arrival time on the east coast was to be two days. In fact, I sent two identical packages from the same place at the same time to two equidistant (from me) places on the east coast.

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TeamViewer Acquires 1E: What It Means

Forrester's Customer Insights

TeamViewer and 1E: the first major DEX acquisition, but not the last When I published my blog post on the great DEX-pansion in October, I foretold a future in which the DEX market would consolidate … But I didnt think it would happen so quickly.

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5 Proven Strategies for Retaining iGaming Players 

Comm100

The world of iGaming is fiercely competitive, with countless platforms vying for players’ attention and loyalty. While attracting new players is essential, the real challengeand opportunitylies in retaining them. The rule of thumb is that it costs five times more to acquire a new player than to retain an existing one. Player retention isnt just about keeping users coming back; its about building long-term engagement, fostering loyalty, and ultimately maximizing lifetime value.

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Poker Basics: How to Play and Win

CSM Magazine

Poker is a game that combines elements of strategy, psychology and luck. It has become very popular due to the combination of strategy and luck, providing opportunities for success for beginners and experienced players alike. Whether you’re playing for low stakes or aiming for big success, understanding the basics of poker greatly increases your odds of winning.

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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.