eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. In enterprise contexts with multiple stakeholders per account, a single survey often fails to capture the true sentiment of all decision-makers.

B2B 312

B2B AI Customer Survey VOC 312

CX Journey

MAY 14, 2025

As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.

CX 107

CX Technology Technology Start-ups 107

PeopleMetrics

MAY 13, 2025

The recent indictment of Op4G and Slice confirmed what many of us already suspected: The traditional online panel model is under strain and bad actors have been taking advantage of it for years. Whats next isnt just fraud detection. Its a complete rethinking of how high-quality research participants are sourced. Thats where Custom Research Panels come in.

Start-ups 62

Start-ups CX 62

Customer Experience Matrix

MAY 11, 2025

As someone who has spent his career tracking new technologies, Ive long been fascinated by how those technologies spread over time. The standard model of technology diffusion , developed by Everett Rogers and based on New Deal studies of how farmers adopted new crops, offers the familiar segmentation of users into innovators, early adapters, early majority, late majority, and laggards.

AI 62

AI Technology Technology Innovation 62

Speaker: Joe Wroblewski, Sales Engineer Manager

Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te

Technology

Smart Customer Service

MAY 14, 2025

Modern contact center intelligence means agents are better informed and interactions move quickly.

Contact Center 64

Contact Center 64

The Success League

MAY 14, 2025

By Kristen Hayer In customer success, we spend a lot of time honing what we say. We practice our messaging, rehearse tough conversations, and try to strike the right balance between friendly and strategic. But one of the most powerful tools in a customer success professionals toolkit isnt something we say at all. Its silence. Silence is uncomfortable for a lot of people, especially in business conversations.

Sales 52

Sales 52

Execs In The Know

MAY 16, 2025

There’s something rare that happens when the right people gather in the right room with the right purpose. At Customer Response Summit (CRS) , that room happens to be filled with the minds shaping the future of customer experience, and the conversations are anything but surface-level. This September, in the sun-soaked city of San Diego, CRS returns to unite CX leaders who aren’t afraid to challenge norms, ask hard questions, and share what’s working and what isn’t.

Sports 52

Sports Finance CX Touchpoint 52

Help Scout

MAY 14, 2025

We want people to tell us whats not working, what is confusing, what felt bad to them about our service. We need to know before we can fix it. Here's how.

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CX Network

MAY 14, 2025

Learn about how to keep customer experience (CX) human in the age of artificial intelligence

Artificial Intelligence 59

Artificial Intelligence CX AI Customer Experience 59

Lightico

MAY 14, 2025

Hiring compliance often times may feel like a legal formality. But, with tighter I-9 rules, an updated Form I-9 and e-Verify processes , rising ICE audits, and growing identity fraud risks and ID verification requirements , enterprise employers cant afford disjointed workflows, or outdated tools. Yet thats exactly where many large companies still find themselves.

Compliance 52

Compliance Agriculture Legal Retail 52

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

AI

Adrian Swinscoe

MAY 13, 2025

Todays interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about [] The post Omnichannel was a myth Interview with Gaurav Passi of Zingly first appeared on Adrian Swinscoe.

Omnichannel 130

Omnichannel Artificial Intelligence Business Growth Customer Relationship 130

InteractionMetrics

MAY 14, 2025

Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. Here’s What NOT to do: Most companies dont want to collect customer feedback in all its various forms, so they send their survey from a do-not-reply platform.

Engineering 52

Engineering Customer Feedback Customer Satisfaction 52

CX Network

MAY 13, 2025

Learn about the stages of the customer journey and understand touch points for effective customer contact

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Help Scout

MAY 14, 2025

Discover the 10 best chatbots for customer service teams, from help desks with chatbot features to standalone plug-and-play options.

Customer Service 45

Customer Service AI 45

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Retail

Experience Investigators

MAY 13, 2025

What happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives. The conversation begins with reimagining success metrics beyond customer acquisition and retention.

CX 52

CX Government Customer Acquisition Compliance 52

Service Quality Institute

MAY 14, 2025

Price is King if you want to grow your business. How can you eliminate costs and pass the savings onto the customer? Walmart built a business around price. Costco negotiates great prices and does not mark it up over 14%. Where would Amazon be if it did not have killer prices? Chewy.com has better prices than the pet stores. The BAD Campaign can help you reduce costs and then prices.

Sales 52

Sales 52

CX Network

MAY 15, 2025

Discover customer journey mapping tools that can help organizations improve customer loyalty

Customer Journey Map 59

Customer Journey Map Customer Loyalty 59

Gainsight

MAY 14, 2025

Long-term, sustainable growth requires a thriving customer base. Beyond upsells and expansion opportunities, existing customers build the foundation of the community that surrounds each company. A strong community can help foster relationships, drive feature adoption, and act as references for potential customers. In other words, an active, engaged community is critical for growth.

Social Media 40

Social Media Innovation 40

Advertisement

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

DMG Consulting

MAY 11, 2025

It’s Time to Integrate Front- and Back-Office Functions May 2025 Enterprises have structured operations the same way for decades; they establish departments responsible for specific business functions, assign budgets, create workflows to bring in the tasks or activities, implement the necessary systems, staff the operations, and go into production to perform their unique work.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Start-ups 48

The Success League

MAY 14, 2025

Dont wait - sign up today (or any day!) for our CS Leadership Certification programs or classes Join our Leadership training programs when it works best for you. Classes run in a loop throughout the year and classes do not need to be taken in any specific order. Leading as a Manager : If you are a newly-promoted or first-time CS leader, this 7-course series was built for you Structuring Your CS Program : If youre taking on building (or re-building) a CS program, then this 7-course series has wha

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Help Scout

MAY 16, 2025

Weve seen firsthand how teams that prioritize customers are better equipped to weather change. Here are a few principles weve learned from the best of them to help you navigate todays uncertainty.

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1 to 1

MAY 13, 2025

Traditional quality assurance (QA) tools have always had limitations. They typically capture less than 3% of interactions, which means theres no way they cant deliver a complete picture of customer sentiment, satisfaction, or whats really happening in the contact center. As consumer expectations rise, crafting a customer experience (CX) strategy around such a small sample size no longer makes sense.

AI 26

AI Contact Center CX Technology 26

Speaker: Joe Wroblewski, Senior Sales Engineer

Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!

AI

SurveySensum

MAY 15, 2025

What are CATI interviews? CATI interview (Computer Aided Telephone Interview) is a surveying approach where an agent or interviewer carries out surveys over phone calls. The interviewer uses an electronic device such as a laptop, computer, or smartphone and reads out a predefined set of questions or scripts to the respondent. And they record the responses either manually or automatically using the software.

Manufacturing 52

Manufacturing Actionable Insights Machine Learning VOC 52

SugarCRM

MAY 15, 2025

As a busy sales rep, figuring out where to focus can be the hardest part of the day. With dozens of accounts to manage and too much data spread across too many tools, its easy to get stuck in the weeds. So you end up wasting time, missing opportunities, and struggling to prioritize. Thats where SugarCRM changes the game. Instead of sorting through raw data, reps start their day with a clear, actionable dashboard that highlights exactly where the best cross-sell opportunities lie.

CRM 26

CRM Sales Gaming Start-ups 26

Adrian Swinscoe

MAY 13, 2025

Todays interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about [] The post Omnichannel was a myth Interview with Gaurav Passi of Zingly first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel Artificial Intelligence Business Growth Customer Relationship 147

Futurelab

MAY 16, 2025

#NoBullshitCX “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou. Last week I talked about one of those tough moments in life when you think no amount of CX can fix it (spoiler alert: it can and it should). But taxes are not the only inevitable thing in human life, are they?

Touchpoint 130

Touchpoint CX 130

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.

Actionable Insights

CommBox

MAY 15, 2025

In todays manufacturing world, speed, precision, and customer satisfaction are non-negotiable. Whether youre managing global supply chains, delivering complex equipment, or supporting long-term service contracts, your customers now live in an AI world and expect instant, real-time communication. But heres the challenge: many manufacturing teams are stretched thin, juggling a surge in customer inquiries with limited resources.

AI 78

AI Manufacturing Customer Service Compliance 78

SugarCRM

MAY 15, 2025

As a sales leader, managing RFPs can feel like a high-stakes juggling act. Between tight deadlines, complex workflows, and multiple stakeholders, even one missed task can potentially cost you the deal. Its critical to ensure your team follows a consistent, structured approach every time. Thats where SugarCRM comes in. Our platform helps you streamline your RFP process from start to finish.

Manufacturing 26

Manufacturing Sales Start-ups 26

Execs In The Know

MAY 16, 2025

Theres something rare that happens when the right people gather in the right room with the right purpose. At Customer Response Summit (CRS) , that room happens to be filled with the minds shaping the future of customer experience, and the conversations are anything but surface-level. This September, in the sun-soaked city of San Diego, CRS returns to unite CX leaders who arent afraid to challenge norms, ask hard questions, and share whats working and what isnt.

Sports 66

Sports Finance CX Touchpoint 66

The DiJulius Group

MAY 15, 2025

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the concept of ‘Secret Service’ in.

Customer Service 66

Customer Service Customer Experience CRM Customer Loyalty 66

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

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C