Win the Customer
JANUARY 2, 2025
The rise of AI is fundamentally transforming the customer experience (CX). From chatbots and personalized recommendations to predictive maintenance and proactive support, AI is empowering businesses to understand and serve their customers in unprecedented ways. This rapid evolution necessitates a significant shift in the role of the product manager.
ShepHyken
DECEMBER 31, 2024
This week, Im tackling the answers to 10 more of the 20 questions I answered last week. (Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Are you ready? Lets go! What would the title of your CX superhero alter ego be? Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences.
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ShepHyken
DECEMBER 31, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review? How can consumer feedback improve a company’s products or services?
Optimove
DECEMBER 31, 2024
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. This post offers 25 insights for marketers eager to leverage AI for personalized customer journeys, build loyalty through multichannel consistency, and boost retention and revenue with data-driven, customer-centric strategies.
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.
CX University
JANUARY 2, 2025
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term The Golden Rules of CX. The Golden Rules represent the essential guidelines for achieving success either broadly or within a specific endeavor. This is the third in a series of articles on the nine golden rules for CX Success, originally published on CustomerThink.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 29, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.
Optimove
JANUARY 2, 2025
Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape? Part 2 of the 2025 Optimove Consumer Marketing Fatigue Report dives into strategies to strengthen retention, reduce churn, and foster deeper connections.
CSM Magazine
JANUARY 3, 2025
Empathy is essential in customer support, but how do you know if its actually making a difference? Measuring empathy might sound trickyafter all, how do you quantify something so emotional? But there are effective ways to assess its impact. By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success.
SurveySensum
DECEMBER 30, 2024
CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Why not? While it shines in NPS insights, CustomerGauge falls short in a few key areas. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies.
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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.
BirdEye
DECEMBER 30, 2024
Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. As your business expands across locations, these challenges escalate exponentially, demanding innovative solutions. That’s where Generative Artificial Intelligence (GenAI) comes into play.
Optimove
JANUARY 2, 2025
Tackling Marketing Fatigue with Smarter Email Strategies Email is still the #1 marketing channel, but overused, one-size-fits-all campaigns just arent cutting it anymore. In 2025, success lies in standing out with a smarter strategy. Part 1 of the 2025 Optimove Consumer Marketing Fatigue Report shows you how to evolve your email campaigns to break through the noise and boost engagement.
CSM Magazine
JANUARY 2, 2025
For customer service professionals, saying no isnt always easy. After all, we’ve been conditioned to prioritize the customers needs and create a positive experience. The reality is, there are situations where you have no choice but to decline a customers request. The challenge lies in finding the right way to say noone that satisfies the business’s policies while maintaining the customers trust and respect.
Blueshift
JANUARY 3, 2025
Introduction Imagine this: you’re a marketer in a world flooded with data, under pressure to deliver hyper-personalized experiences at scale. Your customers demand relevance and immediacy, and traditional marketing tools only take you so far. Enter the Customer Data Platform (CDP)a solution uniquely designed for marketers to unify, analyze, and activate data.
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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.
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Inbenta
DECEMBER 28, 2024
Explore how artificial intelligence (AI) has become essential for businesses looking to enhance customer experiences , streamline operations , and foster growth. This article provides practical steps for strategically integrating AI into your business. Artificial intelligence (AI) has emerged as a critical tool for companies aiming to enhance customer experiences, streamline operations, and drive growth.
Optimove
JANUARY 1, 2025
How AI is Transforming CDPs Download Now >> Why it Matters: This blog highlights how embracing AI while maintaining human strategy, judgment, and creativity will be key to staying ahead in 2025. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaway s : AI will enhance personalization, but human judgment ensures its meaningful.
CSM Magazine
JANUARY 2, 2025
When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.
BirdEye
DECEMBER 28, 2024
Imagine someone in serious pain trying to reach their doctor late at night. Or think about a busy professional who just cant seem to book a dental appointment because every clinic closes after 5 pm. This is exactly where AI chatbots step in, helping healthcare providers avoid losing patients simply because theyre unavailable. Healthcare is complex, time-sensitive, and deeply personal.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Inbenta
DECEMBER 28, 2024
How can financial institutions drive digital adoption and enhance customer engagement in an increasingly online world? In this insightful conversation, Ade Crossland, Digital Skills Leader at Nationwide Building Society, provides a behind-the-scenes look at their innovative approach. A collaboration with Inbenta and our interactive Learn technology led to the creation of Discover Digital, a solution that has transformed Nationwide’s digital landscape.
Optimove
DECEMBER 30, 2024
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: These 2025 resolutions will directly influence a marketer’s ability to be position-less, driving marketing effectiveness and business outcomes, including higher Return on Marketing Investment (ROI) and deeper customer loyalty. Marketers who embrace these trends will emerge as leaders and fuel innovation, growth, and overall success.
CSM Magazine
JANUARY 3, 2025
Businesses are no longer confined to local or regional markets. Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth.
BirdEye
DECEMBER 28, 2024
Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms. Therefore, balancing a local presence, maintaining a consistent brand identity, and streamlining content publishing are critical for long-term success.
Advertiser: ZoomInfo
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
Inbenta
DECEMBER 28, 2024
Discover how AI is transforming e-commerce through enhanced search functionalities, machine-readable catalogs, and reimagined tech stacks, and learn incremental steps to integrate AI effectively while aligning with your brand’s vision for a better customer experience. AIs role in e-commerce is growing. Whether it’s predicting customer needs through patterns or fine-tuning search algorithms, the potential of AI is both promising and a bit daunting.
Centercode
DECEMBER 30, 2024
Beta testing insights from top guest authors, covering empathy, feedback loops, user engagement, and success strategies.
CSM Magazine
JANUARY 2, 2025
When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.
BirdEye
DECEMBER 30, 2024
Healthcare organizations face a unique challenge: connecting with the right audience in a rapidly evolving landscape of patient expectations and technologies. In this environment, generating quality leads has become a strategic imperative, driving growth and delivering value in the healthcare industry. This guide dives into proven tactics, innovative tools, and actionable insights to help you master lead generation for medical businesses.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
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