PeopleMetrics

FEBRUARY 11, 2025

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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VOC AI NPS Technology 77

Execs In The Know

FEBRUARY 11, 2025

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.

Contact Center 52

Contact Center AI Engineering CX 52

Comm100

FEBRUARY 11, 2025

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.

Education 52

Education AI Gaming Social Media 52

Zonka Feedback

FEBRUARY 11, 2025

Gone are the days of manually sifting through thousands of customer data points to extract valuable insights. Remember the hours spent poring over spreadsheets, copy-pasting responses, and toggling between documents just to categorize feedback? Traditional methods of analyzing unstructured datasurvey responses, chat logs, and social media commentswere tedious and prone to human bias and oversight.

Social Media 52

Social Media AI Artificial Intelligence 52

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Experience Investigators

FEBRUARY 11, 2025

It’s time for another CX Pulse Check. We’re thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption.

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CX Innovation Education AI 52

CX Network

FEBRUARY 11, 2025

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

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AI Compliance Innovation 59

The Success League

FEBRUARY 11, 2025

Our Founder & CEO, Kristen Hayer , recently had the opportunity to contribute to ChurnZeros new guide, AI Roadmap for Customer Teams. The free, downloadable roadmap provides actionable strategies for leveraging AI to drive customer growth. Check it out and find uses cases, best practices, and insights from SaaS industry experts, including Kristen.

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AI 52