DMG Consulting

FEBRUARY 12, 2025

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.

Contact Center 77

Contact Center AI CX Artificial Intelligence 77

Totango

FEBRUARY 12, 2025

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.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

Service Quality Institute

FEBRUARY 12, 2025

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.

Customer Experience 52

Customer Experience Sales Education Customer Service 52

Totango

FEBRUARY 12, 2025

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.

AI 62

AI Engineering Innovation Start-ups 62

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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Hodusoft

FEBRUARY 12, 2025

Why Multi-Level IVR Is a Game-Changer for Hosted PBX Services? The 1960s heralded a significant transformation the way callers got to connect with organizations! That was the decade during which Bell System, a former American telephone company, developed the basic form of Interactive Voice Response (IVR) technology. The following decade, the technology, which was based on the dual-tone multi-frequency, could segment incoming calls and connect them to the right team or individual in an organizati

Gaming 52

Gaming Engineering CRM Technology 52

Zonka Feedback

FEBRUARY 12, 2025

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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Zonka Feedback

FEBRUARY 12, 2025

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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Bill Quiseng

FEBRUARY 12, 2025

English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

CX 132

CX Customer Satisfaction Customer Loyalty Customer Service 132

Futurelab

FEBRUARY 12, 2025

#NoBullshitCX #20yearsFuturelab The experience is the brand. Imagine you are walking in a city somewhere you dont speak the language. Would you know the difference between a 5-star hotel and a 3 star one without being able to read the name? Would you know a luxury store from a mass-marketwithout checking the brand? I bet you would, because it would feel different.

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Totango

FEBRUARY 12, 2025

The biggest challenge that we faced is the idea of how to take very distinct teams and cultures and products, and how [ to ] align them under one shared vision for the future. Keith Frankels hot takes: Address the elephants: Don’t shy away from uncomfortable conversations and tackle culture divides head-on to foster healing and alignment. Enforce new behaviors: Implement consistent processes across teams, and remember, that behavior becomes personality over time.

Engineering 62

Engineering Innovation 62

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is evolving fast, and brands relying on rigid, one-size-fits-all solutions risk losing agility. But modernization doesn’t have to mean disruption. In this webinar, we’ll explore how an extensible, modular approach empowers brands to integrate new capabilities, enhance performance, and scale efficiently—all while leveraging Shopify’s strengths.

B2C

C3Centricity

FEBRUARY 12, 2025

The consumer packaged goods (CPG) industry is undergoing another profound transformation, driven by the rise of brands expanding their influencer marketing. These ventures, spearheaded by social media personalities, redefine how products are launched, marketed, and consumed. By leveraging authenticity, pre-built audiences, and direct engagement, influencers are disrupting traditional brands and creating entirely new market dynamics.

Social Media 62

Social Media Sales 62