InMoment XI

DECEMBER 10, 2024

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.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

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

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

ShepHyken

DECEMBER 10, 2024

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.

Workshop 92

Workshop Customer Service Training Customers Customer Service 92

Experience Investigators by 360Connext

DECEMBER 10, 2024

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

Customer Expectations 143

Customer Expectations Customer Relationships Customers Loyalty 143

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

Retently

DECEMBER 10, 2024

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.

2024 78

2024 Multi-Channel NPS Feedback 78

Brandwatch CX

DECEMBER 10, 2024

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

Article 98

Article Engagement 98

CSM Magazine

DECEMBER 10, 2024

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.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Document 52

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Based on the results of a recent poll I ran on LinkedIn, the key trends predicted to dominate in 2025 are: Ultra Personalisation (44%) Digital Engagement (25%) Sustainability (19%) Wellness (13%) Although the sample was small and skewed toward professionals, the respondents were primarily corporate leaders, so I was happy that the results were similar to those of more representa

2025 70

2025 Consumers Competitive Advantage 2024 70

Optimove

DECEMBER 10, 2024

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.

Multi-Channel 52

Multi-Channel 2012 Download Innovation 52

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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.

2024

CSM Magazine

DECEMBER 10, 2024

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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2006 2009 2025 Consumers 52

2020 Research

DECEMBER 10, 2024

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.

Marketing 59

Marketing Presentation Insights Customer Satisfaction 59

Blueshift

DECEMBER 10, 2024

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.

E Commerce 52

E Commerce Loyalty Blog Customer Expectations 52

InteractionMetrics

DECEMBER 10, 2024

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.

Insights 52

Insights Metrics Presentation Information 52

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Comm100

DECEMBER 10, 2024

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.

Multi-Channel 52

Multi-Channel Demo Loyalty Social Media 52

Forrester's Customer Insights

DECEMBER 10, 2024

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.

Customer Experience 59

Customer Experience Customers Insights 59

Zeisler Consulting

DECEMBER 10, 2024

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.

Government 93

Government Customer Centricity Brands Books 93

CX University

DECEMBER 10, 2024

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.

2025 52

2025 Customer Experience Customer Experience Professionals Customer Centricity 52

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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.

Voice of Customer

CSM Magazine

DECEMBER 10, 2024

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.

E Commerce 52

E Commerce 2020 Consumers Sales 52

Forrester's Customer Insights

DECEMBER 10, 2024

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.

Consumers 26

Consumers Interaction B2C Customers 26

BlueOcean

DECEMBER 10, 2024

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

2025 156

2025 Contact Center 2024 Insurance 156

Forrester's Customer Insights

DECEMBER 10, 2024

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.

Management 50

Management Marketing Customers Technology 50

Advertiser: ZoomInfo

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

Touchpoint

CSM Magazine

DECEMBER 10, 2024

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.

Information 52

Information Management 52

Forrester's Customer Insights

DECEMBER 10, 2024

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.

2025 26

2025 Blog Marketing User Experience 26

Forrester's Customer Insights

DECEMBER 10, 2024

InsureTech Connect (ITC) was bustling with 9,000 attendees including carriers, agents, brokers, and a whole host of solution and technology providersboth incumbents and startups alike. With over $4B in insurtech funding so far this year, the industry is full of inspiring ideas on how to improve insurance.

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2024 Insurance Connections Technology 29

Forrester's Customer Insights

DECEMBER 10, 2024

The most recent of our reports, The Forrester Wave: Public Cloud Platforms, Q4 2024, by Lee Sustar, highlighted how hyperscalers are remaking core infrastructure services for the generative AI moment with a focus on data, even as they push up the tech stack to reach business users with AI-infused versions of services that operate largely beyond the boundaries of traditional enterprise IT.

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2024 26

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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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