InMoment XI
APRIL 3, 2025
The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. But how exactly are businesses making this transition?
BlueOcean
APRIL 1, 2025
Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.
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eglobalis
MARCH 30, 2025
[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.
Experience Investigators by 360Connext
APRIL 1, 2025
What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes.
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.
ShepHyken
MARCH 31, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an “unbreakable” customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience? What common mistakes do businesses make in providing effortless customer experiences?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Interactions
APRIL 2, 2025
For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation.
PeopleMetrics
APRIL 3, 2025
This lesson has stood the test of time: if your people already live in a systemlike Salesforce, HubSpot, or Dynamicsmeet them there. Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. The twist? CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. The principle hasnt changed: make it easy, and theyll use it.
CSM Magazine
APRIL 3, 2025
The next generation of the internet, Web3, is here. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in. The goal? Better customer experiences. But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? The Power of Decentralization One of Web3’s core concepts is decentralization.
ShepHyken
MARCH 30, 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. Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said.
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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.
Thematic
MARCH 30, 2025
Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next.
Calabrio
MARCH 31, 2025
Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI. Since ChatGPT captured the worlds attention at the end of 2022, its been off to the races, with a host of new models, solutions, and use cases entering the fold.
Brandwatch CX
APRIL 1, 2025
Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. According to a recent Dimension Data report , 35% of all contact centre interactions are already digital and if growth continues at the current rate it will overtake telephone contact by 2017. Social customer service costs around $1 per interaction , six times cheaper than phone support costs.
CSM Magazine
MARCH 28, 2025
If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Understanding What Great Customer Service Means Before exploring actionable strategies, its essential to understand what great customer service looks like. Its not just about smiling at your customers or apologizing when something goes wrong.
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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.
ShepHyken
APRIL 1, 2025
Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. When we hear it, we hope its true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our com
Thematic
MARCH 30, 2025
Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. If done right, it helps create better products, services, and stronger customer relationships.
Maru Group
APRIL 3, 2025
If theres one thing you can predict at the moment, its just how unpredictable the world seems to be. In light of some of the most turbulent economic conditions weve seen for some time, not to mention global uncertainty surrounding changes to tariffs coming from the United States, the prevailing opinion seems to be that no-one knows what tomorrow will bring.
The DiJulius Group
APRIL 3, 2025
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys.
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!
CSM Magazine
MARCH 28, 2025
Despite the important contributions they make, many customer service managers experience a nagging, internal doubt known as imposter syndrome. Its the feeling that you’re not as capable as others perceive you to be, and that its only a matter of time before you’re exposed as an imposter. If this sounds familiar, you’re not alone. Studies suggest that as much as 70% of the workforce has experienced imposter syndrome at some point in their career.
ChurnZero
MARCH 28, 2025
Sarah Kiley is chief sales officer at ChurnZero. When customer success starts reporting into the CRO, its not just a reporting changeits a strategic shift. Most CROs come up through sales, where success is measured by speed and outcomes. But owning the full customer lifecycle demands a new operating modelone built on trust, value, and long-term growth.
Thematic
MARCH 30, 2025
Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.
BirdEye
APRIL 1, 2025
Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. Proactively managing guest reviews allows hotel brands to engage with guests, showcase their service excellence, and build a positive reputation in a competitive market. In most cases, a guest forms the first impression of your hotel long before their arrivaloften with a single glance at your online reviews.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
inQuba
MARCH 28, 2025
Have you thought about the effectiveness of traditional customer experience (CX) programs versus the emerging field of customer journey management? Traditional CX, often centred around feedback and surveys, is a subset of a broader customer-centric journey analytics and orchestration program. We think many businesses are starting to question the value of these traditional approaches.
CSM Magazine
MARCH 28, 2025
The online casino industry is booming, and theres some good reasons why. More people than ever are playing casino games online, with the number of users expected to amount to 129.5 million users by 2029. With casinos looking to provide players with better experiences from the UI of their applications to the range of games and more, theres lots that companies from other industries can glean and use to benefit their own businesses.
Calabrio
MARCH 31, 2025
Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. While that eye-popping sum might be new to you, youre probably familiar with the fact that disengaged teams dont make for great results within the contact center.
Thematic
MARCH 30, 2025
Customer service is more than just answering questions. It’s also about understanding what your customers need, sometimes before they even ask. That’s why customer service insights are important. By digging into customer interactions, tracking trends, and using AI-driven tools, businesses can fine-tune their support strategies, boost agent productivity, and, increase customer satisfaction.
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!
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