Trending Articles

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From Buzzword to Boardroom: Is Empathy Really Driving Results in CX?

eglobalis

Empathy in customer experience is essential, but businesses must follow through with actionable solutions that drive results and improve growth and client retention. The Gist Action over sentiment. Empathy alone isnt enough. Swift, measurable actions must follow to resolve issues and drive client satisfaction. Proactive problem-solving. Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate.

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The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience)

ECXO

The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience) Ever had a conversation where one person insists it’s freezing cold while the other swears it’s just mildly chilly? Or arguing about whether a songs lyrics say one thing while your friend hears something completely different? Or had a friendly argument about whether “The Matrix” was a mind-blowing sci-fi masterpiece or just a two-hour headache?

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How AI translation is transforming customer experience

Adrian Swinscoe

This is a guest post from Ofer Tirosh, Chief Executive Officer, Tomedes. Why Language is the Key to a Great Customer Experience In a world where [] The post How AI translation is transforming customer experience first appeared on Adrian Swinscoe.

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THE JAGUARVERSE

Futurelab

#NoBullshitCX #20yearsFuturelab Dont rebrand into the old CX. The Jaguar rebranding got my team discussing the topic of brand representation in experience again. The burning question for us was How will this new branding translate into their CX? Will they dump this fresh, futuristic, colourful image into an old dealership model? Or will we finally see modern showrooms on high streets, test-drives to inspiring locations, salespeople who respect your interests and try to give you what you need ins

CX 130
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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.

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Lesson #14 Revisited: Voice of Customer (VoC) Communications in the Age of AI - A 2025 Perspective

PeopleMetrics

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Looking back and re-reading this chapter, I had to laugh. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

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2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX

DMG Consulting

2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX February 2025 DMG Consulting has conducted an annual global survey of enterprise, contact center, customer experience (CX), and IT leaders over the past decade (excluding 2019) to gain insights into business goals and technology investment plans for their servicing organizations during the next year.

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Life Lessons I Learned From Being A Line Cook – Interview with Ari Weinzweig

Adrian Swinscoe

Todays podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingermans Community of Businesses, a much-admired gourmet food business group headquartered in Ann Arbor, [] The post Life Lessons I Learned From Being A Line Cook Interview with Ari Weinzweig first appeared on Adrian Swinscoe.

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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
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Lesson #15 Revisited: You Can’t Do This Alone – Building the Right Internal Team for VoC in the Age of AI

PeopleMetrics

No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. In this lesson, were focusing on the internal help youll need. (In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable.

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Mastering customer health for complex enterprise relationships

Totango

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

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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

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Influencing a CX+EX+PX-Based Way of Life is Crucial Now

ClearAction

Influencing a CX+EX+PX-Based Way of Life is Crucial Now Lynn Hunsaker Who fuels your enterprise's growth? Customers fund salaries, budgets, and dividends Employees provide what customers need Partners deliver what customers need Accordingly, anything your enterprise is doing that's out of alignment with customer, employee, and partner needs (CX+EX+PX) is waste!

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Help Scout is Now Available in AWS Marketplace

Help Scout

Help Scout is now available in AWS Marketplace! Easily find, buy, and deploy our customer support platform with simplified billing, built-in compliance, and seamless AWS integration all with unlimited users & AI included.

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Speaking your customers’ ‘love language’: 5 ways to woo them this Valentine’s Da.

CX Network

Twilios Sam Richardson explains how five customer love languages can play a unique role in strengthening engagement

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What’s Driving Contact Center CX Today?

Execs In The Know

The customer experience (CX) landscape is evolving rapidly, especially in contact centers. Todays consumers expect seamless, efficient service, and they have little patience for delays or miscommunication. At the same time, contact center agents, who are tasked with delivering high-quality support, are under pressure to meet performance metrics while juggling increasingly complex interactions.

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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.

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Totango brand transformation: A new chapter in customer-led growth

Totango

Totango marked a significant milestone on January 22, 2025 a complete rebrand and website update that signals an exciting new chapter, and reflects the journey that brought us to this point. We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players.

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The Cost of Losing Your Brand Around the Customer Experience

Service Quality Institute

I have been skiing in Vail Colorado, one of the best skiing areas in the world, for over 50 years. George Gillett originally built Vail Resorts. When I first met George in 1978 I asked him what he does and he said, “I am in customer service.” George also has an endorsement in my book, Achieving Excellence Through Customer Service , the bible of customer service.

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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.

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10 Customer experience tools for 2025

CX Network

Customer experience tools that leverage AI and other technologies are helping build loyalty

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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

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Mastering Content Experience: Drive Engagement, Impact, & Conversions

Zonka Feedback

Youve done the hard workdeep research, compelling writing, and valuable insights. But if your content isnt driving engagement, something is missing.

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Friction-Free CX Can Lead to More Sales and Satisfied Customers

Execs In The Know

by Michael Aronowitz, Sr. Vice President, Sales and Solutions, VXI The modern customer journey is far more complex and circular than it used to be. The traditional journey that a customer would take can be summarized as a series of steps: 1. Awareness: The customer initially learns about a product 2. Research: The customer seeks out more information 3.

Sales 52
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How to Increase Customer Lifetime Value (LTV)

SixteenVentures

Most companies approach growth as a simple equation: acquire more customers, keep them happy, and hope they stay. But companies that truly scale dont just retain customersthey grow them. Customer Lifetime Value (LTV) is the total revenue a customer generates while they remain your customer. If you want to increase LTV, you have two levers: […] The post How to Increase Customer Lifetime Value (LTV) appeared first on Maximizing Lifetime Value by Lincoln Murphy.

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QuestionPro vs Qualtrics: Which CX Tool Is Right For You?

SurveySensum

Qualtrics and QuestionPro are both popular CX tools in the current market. But are they living up to your expectations? Are they helping you meet your CX goals? Lets compare these two CX tools, and break down their pros, cons, key features, and pricing to help you determine which platform is the right fit for your feedback management strategy – without exceeding your budget.

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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.

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How to use agentic AI in line with the EU AI Act

CX Network

Discover how to innovate your operations with agentic AI in compliance with the EU AI Act

AI 59
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How to Collect In-App Feedback with iOS SDK

Zonka Feedback

iOS users are known for demanding expect seamless, polished experiencesfrom intuitive navigation to buttery-smooth animations and bug-free interactions. Any friction can lead to uninstalls and negative reviews. Waiting for App Store feedback or customer support tickets means reacting too late.

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Building vs. Buying AI Agents for Your Contact Center: Why You No Longer Have to Choose

Execs In The Know

For the first time, the reality of integrating AI into the contact center and throughout the customer journey is living up to the hype. AI agents no longer simply follow pre-programmed instructions or react to external stimuli. With the rise of agentic AI, these agents can now exhibit autonomous reasoning, goal-directed behavior, and a sense of self or agency to proactively reason, make decisions, and take action, much like humans.

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Student Support 2.0: The Playbook for a Frictionless University Experience

Comm100

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life. Thats the reality in many universities today.

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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.

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How to Create Your Brand’s Non-Negotiable Standards

The DiJulius Group

Creating Your Brand Standards World-class service companies have brand standards, or what I like to call a Customer bill of rights, that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco and spitting. Read Full Article The post How to Create Your Brands Non-Negotiable Standards appeared first on The DiJulius Group.

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The impact of tariffs on CX: A comprehensive analysis

CX Network

Sahil Shetty explains four ways tariffs will impact consumers and CX, and explains what businesses can do to mitigate impact on loyalty and satisfaction

CX 59
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NPS Integration: Harness Real-Time Customer Feedback to Drive Action

SurveySensum

Do you find yourself switching between multiple tools to run NPS surveys? What if your NPS surveys could automatically sync with the tools youre already using? No manual exporting, no data silosjust a seamless flow of feedback ready to drive your next big decision. Thats possible with NPS integration. With robust API connections and two-way integrations, you can centralize NPS data, streamline workflows, and ensure customer feedback is at the heart of every decision.

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From support to sales: Turn eCommerce conversations into customers with Fin

Intercom

In eCommerce , speed and precision can make or break a sale. Shoppers demand real-time answers tailored to their needs whether theyre tracking a delivery, exchanging an item, or having difficulty applying a discount code. Traditional support systems often falter during peak shopping periods, leaving customers frustrated and carts abandoned. But those limitations are increasingly a thing of the past LLM-powered AI agents such as Intercoms Fin can use your pre-existing knowledge content to autom

Sales 52
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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.