Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. But this is easy to say and harder to do. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. People today have countless options for where to shop and how to solve their challenges.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

eglobalis

JANUARY 7, 2025

Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences.

B2B 195

B2B Innovation 2025 User Experience 195

ShepHyken

JANUARY 7, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? Why is it important to get feedback in real time? What is human-centered design? How can personalization contribute to better engagement? What strategies can organizations use to empower employees to improve customer interactions?

Government 82

Government Chief Customer Officer Customer Experience Feedback 82

PeopleMetrics

JANUARY 10, 2025

When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Its the difference between thriving and dying. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results. Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise?

2018 71

2018 Books Voice of Customer Technology 71

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.

Definition

Very Best Service

JANUARY 9, 2025

In today's hyper-connected world, customer feedback is more valuable than ever. Businesses that can effectively analyse and understand this feedback can gain a significant competitive advantage. One powerful tool for achieving this is sentiment analysis. What is Sentiment Analysis? Sentiment analysis, also known as opinion mining, is a natural language processing (NLP) technique that automatically extracts subjective information from text.

Customer Service 52

Customer Service 2025 Competitive Advantage Social Media 52

ShepHyken

JANUARY 5, 2025

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. Top 5 Customer Experience Tips from Season 1 of The SUPER AMAZING Show by Brittany Hodak (Brittany Hodak) Season One of The SUPER AMAZING Show has been an incredible journey, and Im so thankful for everyone who tuned in and took these tips to heart.

2025 69

2025 Article Customer Service Loyalty Programs 69

Thematic

JANUARY 7, 2025

When was the last time you truly understood how your customers feel? If you’re in customer service, you know it is not how much feedback you get that matters. It's understanding the sentiment expressed by customers that counts. That makes sentiment analysis key to improving experiences, refining strategies, and driving growth. But imagine you're getting hundreds, if not thousands, of pieces of feedback.

Social Media 62

Social Media Feedback Net Promoter Score Multi-Channel 62

Brandwatch CX

JANUARY 7, 2025

Discover key TikTok metrics to enhance your marketing strategy. Learn what to track for effective engagement and growth. Read the full article now.

Metrics 98

Metrics Marketing Article Engagement 98

Optimove

JANUARY 5, 2025

Up your mobile marketing game with this guide Download Now Why it Matters: Integrating Viber into Optimove opens new opportunities for brands to engage global audiences in a powerful channel with hyper-personalized, real-time campaigns. Vibers extensive reach and rich media features allow marketers to enhance customer loyalty, drive revenue, and stay ahead in a competitive market.

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2025 Marketing Download Demo 59

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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

ShepHyken

JANUARY 7, 2025

We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy and learn from these history lessons. Top Five Shepard Letter Blogs My weekly blog is available on the website and is also emailed to subscribers.

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2024 Article 2025 Workshop 79

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

CSM Magazine

JANUARY 9, 2025

The iGaming industry thrives on its ability to offer immersive experiences, seamless gameplay, and unmatched entertainment. However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. This article explores the vital role customer service plays in the iGaming sector, with a spotlight on how Revpanda supports brands in delivering superior user experiences.

Customer Service 52

Customer Service Entertainment Poor Customer Service Loyalty 52

Gainsight

JANUARY 10, 2025

Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. While our robot overlords arent taking our jobs anytime soon, the report found that AI is transitioning from a nice-to-have experiment to an essential driver of customer engagement and scalability.

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2025 B2B 2024 Chief Customer Officer 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

ChurnZero

JANUARY 10, 2025

2025 still sounds like some far off, distant year in the future to me, with flying cars, robot maids, and all sorts of other sci-fi phenomena. But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), and you may catch a self-driving car or two roaming your city, its not exactly the Jetsons reality of my minds eye ( yet ).

2025 52

2025 Customer Success Net Promoter Score 2024 52

C3Centricity

JANUARY 10, 2025

Here at C3Centricity, we publish books ( Winning Customer Centricity, The Winning Secrets Series ), articles, online courses and one of the most popular CPG blogs on customer centricity. That’s because we’re passionate about helping companies successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.

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2024 Blog Consumers 2011 62

CSM Magazine

JANUARY 9, 2025

Your first 100 customers are more than just numbers – theyre the cornerstone of your business. These early adopters validate your idea, provide invaluable feedback, and help establish a reputation that sets the tone for growth. A study by CB Insights reveals that 42% of startups fail because theres no market need for their product, a problem that early customers can help identify and address.

Social Media 52

Social Media Loyalty Feedback Insights 52

Optimove

JANUARY 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: If marketers can convert one-time fashion and beauty customers into multi-time customers, this will increase lifetime customer value. This post will show the value of multi-time customers and give tips on driving customer loyalty and increasing profits. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaways Retention: Brands can have be

Fashion 52

Fashion E Commerce Omnichannel Loyalty Programs 52

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!

Customer Experience

ChurnZero

JANUARY 6, 2025

Whats the one thing that wont change in customer success this year? The pace of change itself. So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? “Over the past two years, every less-than-best practice in CS has been scrutinized: where it should live, how it should look, who owns what, writes ChurnZero CEO You Mon Tsang in the most recent Customer Success Leadership Study.

2025 52

2025 Customer Success Measurement Leadership 52

Doing CX Right

JANUARY 6, 2025

Struggling to retain loyal customers despite new products and tech investments? Discover 8 powerful CX lessons from 2024 to transform your customer relationships and boost retention in 2025. The post 8 Customer Experience Lessons That Will Transform Your Business in 2025 appeared first on Doing CX Right.

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2025 2024 Customer Experience Customer Relationships 59

CSM Magazine

JANUARY 9, 2025

Picture this: A customer has spent time and effort to reach and engage with your customer service agent through their channel of choice when they’re suddenly forced to switch to a phone call just to make a payment securely. It’s a scenario that plays out countless times across businesses every day, and it’s costing more than just time it’s eroding the seamless digital experience that today’s customers expect.

2025 52

2025 Customer Experience Competitive Advantage Webinar 52

Optimove

JANUARY 8, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Email marketing remains one of the most effective tools in a marketers arsenal, consistently delivering an impressive ROI of $36 for every $1 spent. However, its success depends on precisiondelivering the right message, to the right audience, at the right time. In a competitive and cluttered inbox, marketers need strategies rooted in data and personalization to break through.

Marketing 52

Marketing Download 2025 ROI 52

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.

Sales

PeopleMetrics

JANUARY 7, 2025

Twenty-five years ago, in 2001, I founded PeopleMetrics with a clear vision: the internet was going to fundamentally change the way market research was conducted. My journey began in the Silicon Valley in 1999 when online surveys were just emerging and I got a taste of how client could access results in real-time, allowing for smarter, faster decisions.

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2001 Blog Insights Marketing 71

ChurnZero

JANUARY 9, 2025

This guest post is by Annie Stefano , head of education and enablement, and Emilia DAnzica , managing partner, of Growth Molecules. Companies that do not map customer journeys lose 15-20% of potential revenue growth as they fail to identify and act on conversion and upselling opportunities. As a proud sponsor of Zero IN 2024 , Growth Molecules embraced the opportunity to showcase our customer success training and advisory services in a packed workshop.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Marketing Competitive Advantage 52

CSM Magazine

JANUARY 6, 2025

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Connections 52

Connections Interaction Brands Customer Satisfaction 52

Gainsight

JANUARY 8, 2025

CFOs scrutinizing the tech stack are quick to question redundancies. When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP) , theyre bound to ask, Why do we need both? Its a valid questionbut the answer lies in understanding and reconciling the distinct roles each tool plays in the buyer and customer journey.

Net Promoter Score 52

Net Promoter Score Customer Journey Mapping Customer Journey 2024 52

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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.

2024