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Youve got your game face on. Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.
Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. In a nutshell, a customer feedback loop is a continuous cycle of gathering feedback, analyzing it for patterns, implementing improvements, and following up with customers to let them know they’ve been heard This process ensures you don’t just collect feedback—you act on it to drive meaningful change.
Part I: Foundational Dimensions of Customer Value Introduction: Why This Series and Why Now? In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical conceptit’s the competitive foundation on which industry leaders operate. Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers.
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?
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.
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.
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. The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.
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. The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.
By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Why? Because customers are tired of slow responses, generic replies, and unresolved issues. Text analytics —especially when powered by AI—is changing that. It helps businesses make sense of messy, unstructured feedback and turn it into something that actually improves service, products, and customer relationships.
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.
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.
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.
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.
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Creating personalized, dynamic promotions used to mean hours of manual workmarketers had to run complex bonus calculations, build campaign logic from scratch, and monitor spend with tedious spreadsheets. Most tools couldnt tap into real-time customer data, leading to overspending, inefficiencies, and missed opportunities to win customers’ hearts and boost loyalty.
When I wrote Listen or Die back in 2017, we were already seeing how important mobile was becoming in the VoC world. Fast forward to today, and mobile is no longer a "nice to have"it's expected. But heres the surprising part: while the technology has improved, how mobile is actually used by employees hasnt changed all that much. Despite advances in AI and data visualization tools, your team is still not going to want to scroll through trend graphs or drill down into charts on their phones.
The Board of Certification/Accreditation (BOC) has reached another remarkable milestone, earning its twelfth Stevie Award since 2013. This year, BOC proudly won a Bronze Stevie Award, recognized in the esteemed “Thought Leadership in Customer Service” category at the Stevie Awards for Sales & Customer Service. What Makes this Achievement Significant The “Thought Leadership in Customer Service” category honors organizations that excel in creating meaningful, knowledge-
Uplights Rates Engagement solution has been recognized as a Top Product in the Software and Cloud category for the E+E Leader Product & Project Awards, highlighting our commitment to driving energy and environmental improvements through customer-centric technology. The E+E Leader Product & Project Awards have recognized excellence in energy and environmental initiatives for over a Read More The post Uplight Recognized as an E+E Leader for Rates Engagement Solution!
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!
Re-engage your churned customers with this guide Download Now Why it Matters: The iGaming Churn Descending Recovery Curve reveals a simple but powerful truth: the faster marketers act on player churn, the more they will recover in both engagement and revenue. Based on data from over 5 million players, proprietary research shows that players are most likely to return and most valuable within the first day of churn.
Imagine this: Leaders of a national chain gathered for their quarterly business review after a period of rapid expansion. The conversation started with a familiar challenge: CSAT scores were showing some unexpected variance across regions, and new signups for the loyalty program weren't growing at the pace they had expected.
When I wrote Listen or Die back in 2017, I had a hunch that machine learning would shape the future of customer experience. What I didnt know was how quickly it would evolveand how central it would become. Today, what we used to call machine learning is now widely known as artificial intelligence (AI), and its rewriting the rules of VoC in real time!
Tipping practices in the U.S. have always been complicated, but a recent Reddit post brought a new level of controversy to the table. A customer expressed frustration after a restaurant asked for a “second tip” when he picked up his online order. The incident sparked a heated online debate about tipping. Is the current system fair? Many diners think it’s gone too far.
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.
The Forrester Wave: Customer Relationship Management Software, Q1 2025, our latest evaluation of CRM providers,shows a market on the cusp of change. Agentic AI reshapes the value of CRM as we know it. Looking a decade or more into the future, the landscape of front-office jobs will likely be significantly transformed.
Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it’s very believable. You further customer advocacy as you encourage dialogue, positive and negative, and engage where that makes sense. Learn more about why it’s important to respond to and encouraged dialogue with customer advocates in this video from my LinkedIn Learning course Customer Advocacy.
Customer experience isnt just for brands. Its how great speakers get rememberedand recommended. Use these 3 strategies to stand out, get referred, and start doing speaking right. The post 3 Customer Experience Lessons That Make You a Better Speaker appeared first on Doing CX Right.
By Isaac Rogers Welcome to 2025! It’s an exciting time in the world of insights. We’re not just talking about the usual respondent engagement anymore; we’re diving deep into something much more groundbreakingbringing clients right into the heart of qualitative research. The Great Shift: From Face-to-Face to Digitaland Back Again? Remember the days when qualitative research meant being in the same room, sharing the same physical space?
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.
Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction?
What do AI-powered advancements like Experience Agents and Qualtrics Edge mean for experience research today and in the future? Here are three takeaways from Qualtrics X4.
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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