Trending Articles

article thumbnail

SMALL IS BEAUTIFUL

Futurelab

#NoBullshitCX #20yearsFuturelab Nobody is too small for CX. Sometimes when I talk to clients, they say things like We are too small to do Customer Experience. CX is somehow believed to be something for the big names. Nothing can be further from the truth. I need to remind them all the time that the most customer-centric businesses are often small market stalls, hole-in-the-wall venues, little bars on beaches, and tiny corner shops.

CX 130
article thumbnail

The natural home of the contact center is under the CMO – Interview with Alex Levin of Regal.io

Adrian Swinscoe

Todays podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention [] The post The natural home of the contact center is under the CMO Interview with Alex Levin of Regal.io first appeared on Adrian Swinscoe.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.

B2B 253
article thumbnail

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack

ECXO

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them.

Sales 215
article thumbnail

An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

article thumbnail

How GenAI can transform call center IVR systems without losing the human touch

Adrian Swinscoe

This is a guest post bySatish Barot, Co-founder and CTO at Klearcom Lets face itcalling customer service is often a frustrating experience. Long wait times, endless [] The post How GenAI can transform call center IVR systems without losing the human touch first appeared on Adrian Swinscoe.

article thumbnail

The role of AI in automating quality monitoring

Callminer

AI is transforming the way call centers operate in numerous ways, including by automating quality monitoring and enabling companies to maintain rigorous quality standards. Learn how in this blog.

AI 182

More Trending

article thumbnail

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience

ECXO

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. I hope your holiday season was as refreshing and fun as mine and that youre kicking off 2025 feeling energized and ready to tackle whatever comes your way!

article thumbnail

Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX

PeopleMetrics

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions.

NPS 118
article thumbnail

21 tips to measure and improve call center agent effectiveness

Callminer

Effective call center agents are crucial in shaping customer experience and fostering brand loyalty. Read this blog for top tips to measuring and improving call center agent effectiveness.

article thumbnail

THE OTHER CUSTOMER

Futurelab

#NoBullshitCX #20yearsFuturelab Create an internal value proposition. As 2025 plans get drafted, the question What are our targets? is going to be asked in every meeting room. For many CX teams this question will lead to new value propositions, metrics, and KPIs. I will touch upon these topics in the next issues of this column, but today I really want to start with a question to all my CX people: how is your internal adoption going?

CX 130
article thumbnail

The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

article thumbnail

How To Retain Your Best People During Challenging Times

Doing CX Right

Learn how successful companies retain top talent during change. Stacy Sherman and professor Lisa Kaplowitz reveal leadership strategies to boost engagement, reduce turnover & drive success The post How To Retain Your Best People During Challenging Times appeared first on Doing CX Right.

CX 100
article thumbnail

Lesson #4 Revisited: Text Analytics from Machine Learning to LLMs

PeopleMetrics

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores. Machine learning allowed businesses to analyze thousands (or even millions) of comments, uncover trends, and act.

article thumbnail

5 technology predictions to supercharge customer experience in 2025

Callminer

2024 was a banner year for AI adoption across contact center and CX teams. Read CallMiner's top predictions that will help organizations empower frontline employees and supercharge CX in 2025.

article thumbnail

Emotion AI Market to Be Worth $9.01 Billion by 2030

Smart Customer Service

Research firm MarketsandMarkets has projected the worldwide emotion artificial intelligence market to grow at a compound annual rate of 21.9 percent over the next six years.

article thumbnail

4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

article thumbnail

How RAG is Transforming Industries: From Bid Management to Customer Service

Navedas

Retrieval Augmented Generation (RAG) is revolutionizing industriesranging from construction and bid management to customer service, compliance, and enterprise automationby merging real-time data retrieval with large language models (LLMs). Unlike traditional AI, which relies on static datasets that become outdated over time, RAG continuously updates its.

article thumbnail

Airbnb Offers Help/Rolling Out CX Initiative to 40 Locations/2025 Workshop Series

The DiJulius Group

While Many LA Landlords Price Gauge, Airbnb is offering free housing people who have lost their homes / How one company successfully rolled out its CX Initiative Across 40 Locations / Announcing our 2025 Livestream Workshop Series Landlords take advantages of LA Victims Los Angeles landlords are being accused of price gouging because the wildfires. Read Full Article The post Airbnb Offers Help/Rolling Out CX Initiative to 40 Locations/2025 Workshop Series appeared first on The DiJulius Group.

CX 98
article thumbnail

Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further

PeopleMetrics

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer

VOC 110
article thumbnail

Transform fintech customer service with Fin

Intercom

In fintech , every customer interaction counts. When it comes to dealing with peoples savings, credit, and investments, trust is of paramount importance. The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

article thumbnail

From Start to Scale: Driving Growth Through Seamless Payments Implementation

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

article thumbnail

AI Chatbots Market to Be Worth $22.6 Billion by 2031

Smart Customer Service

AI chatbots are expected to grow at a CAGR of 27.8 percent over the next seven years, according to Meticulous Research.

AI 96
article thumbnail

AI Agents: The Future is (Still) a Few Years Away—So Let’s Be Pragmatic

Navedas

AI agents are everywhereat least, thats what Microsoft, Salesforce, and half of Silicon Valley want you to believe. If you listen to them, AI-powered assistants are on the verge of replacing customer service reps, automating workflows, and writing business proposals with zero human involvement. The post AI Agents: The Future is (Still) a Few Years AwaySo Lets Be Pragmatic appeared first on Navedas.

AI 100
article thumbnail

6 APAC brands advancing AI for CX in 2025

CX Network

Ahead of All Access: The CX revolution in APAC, CX Network looks at six brands taking AI to the next level

AI 69
article thumbnail

Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI

PeopleMetrics

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.

NPS 118
article thumbnail

Frost Radar: Voice of Customer Analytics, 2024

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.

article thumbnail

How To Use Customer Service To Increase Profits For An E-commerce Store

Return Customer

When it comes to any type of business, great customer service is key to making more money. If you run an online store, its even more important. Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. Modern shoppers want more than good products. They expect a shopping experience that feels personal and memorable.

article thumbnail

Help Scout Remains Committed to DEI

Help Scout

Help Scout hasnt wavered in our commitment to diversity, equity, and inclusion, which to us means creating a workplace that truly works for everyone.

59
article thumbnail

Who’s Really Doing Personalization Right? (Hint: It’s Not You—Yet)

Doing CX Right

Learn the right way to use AI-driven personalization, creating unique, customer-first experiences that drive loyalty and business growth. The post Whos Really Doing Personalization Right? (Hint: Its Not YouYet) appeared first on Doing CX Right.

article thumbnail

Social media vs reality: How consumer attitudes are shifting

CX Network

Do you know which channels matter the most to your customers?

article thumbnail

The Future of Customer Engagement: How AI is Reshaping Contact Centers

51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

article thumbnail

Lesson #10 Revisited: B2B VoC vs. B2C VoC—AI Enhances Both, But the Human Element Still Matters

PeopleMetrics

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. That hasnt changed. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

VOC 98
article thumbnail

Omnichannel Contact Centers Solutions: What You Need to Know

Hodusoft

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? This incredible difference highlights the importance of implementing omnichannel contact center solutions to ensure seamless, integrated experiences across multiple communication channels.

article thumbnail

Help Scout Now Includes Unlimited Seats

Help Scout

2025 marks 14 years in business for Help Scout, and we recently made the most radical decision in our history: Help Scout no longer charges per seat.

59
article thumbnail

How Agentic AI in Auto Finance Will Shake Up the Industry

Lightico

Auto finance has long been a realm where speed, accuracy, and compliance collide with complexity. From verifying borrower information to ensuring regulatory alignment , the industry grapples with processes that can be cumbersome and time-consuming. If you are following auto finance news you’ve probably seen that artificial intelligence (AI) continues to evolve, and we are witnessing the emergence of Agentic AI in Auto Finance a powerful iteration of AI that transcends mere content generati

Finance 52
article thumbnail

Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.