ECXO

MARCH 19, 2025

The Rise of Silent Services: Embracing Quietude in Customer Experience Introduction: A World That Wont Shut Up Imagine stepping into a store, and before you even have a chance to breathe, a salesperson materializes out of thin air like a genie, ready to “assist” you. They ask how you’re doing, what you’re looking for, andbefore you’ve even figured that outthey start rattling off recommendations like an over-caffeinated podcast host.

Customer Experience 175

Customer Experience AI Start-ups Technology 175

eglobalis

MARCH 18, 2025

In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. AI agents , including chatbots and virtual assistants, handle a significant portion of customer inquiries, offering immediate support and streamlining operations.

AI 324

AI Artificial Intelligence CX Legal 324

Adrian Swinscoe

MARCH 18, 2025

Todays podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to [] The post Testing and experimentation is everyones problem Interview with Shafqat Islam of Optimizely first appeared on Adrian Swinscoe.

Artificial Intelligence 162

Artificial Intelligence Business Growth Customer Relationship AI 162

Futurelab

MARCH 20, 2025

The movie Her is a story of a craftsman breathing a soul into an artefact which is AI. Sam Altman of OpenAI referred to it when launching Sky, but in fact did quite the opposite. By stealing Scarlett Johanssons voice, he turned a person into an object. I dont remember how I used to work without AI. I can’t help but love how effective it can be.

Artificial Intelligence 130

Artificial Intelligence AI Technology Technology 130

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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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Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

PeopleMetrics

MARCH 20, 2025

Closing the loop on customer alerts is one of the most fundamental aspects of an effective VoC program. It provides immediate ROI, reduces churn, and strengthens relationships. But despite all the advancements in AI, this is one area where technology hasnt dramatically changed the core principles of closing the loop. The Basics Havent Changed The concept of closing the loop has remained the same for years.

Close the Loop 62

Close the Loop AI VOC B2C 62

Futurelab

MARCH 20, 2025

TL;DR: Synthetic respondents have a place in research, but only for a few select purposes and as an addition to research on real people, not a replacement. Lets be honest: in an ideal world, wed always rely on real human respondents. They bring context, emotions, and real-life messiness. But reality isnt always ideal. Clients dont have time, they dont have budgets, and sometimes, running a study just isnt an option.

E-commerce 130

E-commerce Engineering AI Customer Feedback 130

Execs In The Know

MARCH 21, 2025

Every brand likes to believe its delivering an exceptional customer experience. But the reality? A staggering 42 percent of customer experience (CX) leaders cite outdated systems as their biggest operational hurdle, and 54 percent admit that at least a fifth of their customer interactions are still too complex for artificial intelligence (AI) to handle alone.

CX 52

CX Artificial Intelligence AI Omnichannel 52

PeopleMetrics

MARCH 18, 2025

Social reviews have always been important, and that hasn't changed. In fact, they might be even more crucial today because they're public surveys available to everyone online. Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation.

Sentiment Analysis 62

Sentiment Analysis VOC B2C AI 62

Experience Investigators

MARCH 18, 2025

Customer support leaders are often trapped in a cycle of “number narration” – reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener’s question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories.

Scorecard 52

Scorecard CX Business Growth Customer Satisfaction 52

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

Gainsight

MARCH 19, 2025

Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. In 2025 (and beyond), growth will come from existing customersnot endless new acquisitions. In the midst of economic uncertainty, purchase decisions move slower. Resources are reserved for tools and tactics proven to move the needle.

AI 52

AI Sales Engineering Education 52

Execs In The Know

MARCH 19, 2025

As someone who has spent years exploring the intersection of data and storytelling, I was honored to host a panel at the Customer Response Summit (CRS) Clearwater on this very topic. The conversation brought together brilliant minds from Walmart, AMC Networks, and Target, all of whom share a deep commitment to leveraging data to enhance the customer experience.

CX 52

CX Machine Learning NPS AI 52

The DiJulius Group

MARCH 20, 2025

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate.

Customer Service 52

Customer Service Customer Experience Customer Satisfaction 52

Intercom

MARCH 19, 2025

Our vision is for Fin to answer any question, on any channel, across any platform. With our latest Built For You announcements, that vision is now a reality. We believe that AI is on the path to resolving the majority of customer questions, creating a dramatically improved support experience. Here’s what’s new: Any question: With new breakthroughs like Fin Vision, Fin Guidance, Fin Tasks, and AI Inbox Translation, Fin can now answer any question no matter the language, format, or com

Customer Service 52

Customer Service AI Start-ups Customer Satisfaction 52

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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.

Customer Service

Gainsight

MARCH 19, 2025

Managing a thriving online community isn’t like popping a frozen dinner in the microwavelaunch it, walk away, and return to perfection. Too many businesses assume that once their community goes live, it’ll magically keep humming along without active effort. But in reality, communities are less “set it and forget it” and more like cooking a great meal from scratchyou need the right ingredients, attention to detail, and regular check-ins to make sure everything comes togeth

Customer Retention 52

Customer Retention Customer Expectations 52

Hodusoft

MARCH 18, 2025

The Importance of Social Media Integration in Ecommerce Contact Centers Before we start with the blog, let’s do a quick experiment. If you are already logged into your social media account, click on the search bar, and type the name of one or multiple e-commerce companies you can think of. How many can you find? Chances are high that you will find almost all of those on social media.

Social Media 52

Social Media Contact Center E-commerce Retail 52

SurveySensum

MARCH 19, 2025

Are you struggling to decide between Qualtrics and Microsoft Forms for your CX improvements? This comparison will help you make an informed decision. We’ll explore the pros and cons, key features, and pricing of each tool to determine which one best aligns with your needs and budget. Let’s dive in and find out which platform Qualtrics or Microsoft Forms is the right choice for you.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

The Success League

MARCH 19, 2025

Are you ready to go from CSM to CS Leader? Going from managing customers to managing a team is a big stepbut there are specific skills that can set you apart. Join Whitney Littlewood , Director of Enablement at The Success League, for a live 90-minute interactive online workshop where youll learn the most in-demand leadership skills to get noticed and step confidently into a CS leadership role.

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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

CX Network

MARCH 19, 2025

As X2 and Enterprise Connect take place, CX Network rounds up four new agentic AI innovations changing CX

Gaming 52

Gaming AI CX Innovation 52

Zonka Feedback

MARCH 16, 2025

If you were to measure the true health of your customer relationshipsnot just how they feel after one interaction, but how they perceive your brand over timehow confident would you be in the results?

Customer Loyalty 52

Customer Loyalty NPS 52

Help Scout

MARCH 17, 2025

Even when the newest LLM shines in the benchmarks, it doesn't mean it will be the right choice for every use case or that users will be happy with its output. Learn how Help Scout approaches rating our AI to create better customer experiences.

AI 49

AI Customer Experience 49

Intercom

MARCH 17, 2025

You satisfy your customers, but can you satisfy our curiosity? With Harry Spence, Director of Customer Support at ScreenCloud. Please tell us a little bit about your company and what you do there. Im the Director of Customer Support at ScreenCloud, a leading digital signage provider with over 10,000 customers worldwide. What word or phrase in customer service jargon should be retired?

Sports 52

Sports Gaming Customer Service AI 52

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

Customer Satisfaction

Futurelab

MARCH 21, 2025

#NoBullshitCX Its time for a real economic argument. Anyone who knows me knows that industries paying less attention to women than to men is my pet peeve. This topic has caused me both approval and loss of business, but I wont budge. International Womens Day is this Saturday, what better time to speak of these issues? The automotive industry is a prime example.

CX 130

CX Sales Customer Experience 130

Heart of the Customer

MARCH 18, 2025

Which is more important: rational or emotional factors? The Advanced Manufacturing Customer Experience Consortium (AMCX) is a group of the worlds top manufacturers. Its members are ground zero for Sigma Six, lean manufacturing, just-in-time supply chains, and reliability. Yet the group still wondered (with continuous debates and discussions), can manufacturers win through customer experience?

B2B 78

B2B Manufacturing Voice of the Customer Customer Experience 78

C3Centricity

MARCH 21, 2025

Have you ever watched in dismay as a seemingly unstoppable colleague bounces back from a catastrophic professional failure only to become stronger than before? Or perhaps you’ve wondered why some careers seem to weather storms that sink others? The difference often comes down to one essential quality: resilience. In my upcoming masterclass, I reveal how this powerful trait forms the bedrock of career advancement.

Education 62

Education 62

SurveySensum

MARCH 21, 2025

Already using HubSpot but also want to launch the NPS program? Now you are stuck between constantly switching between HubSpot and your NPS platform. If this sounds similar then you need an NPS tool that integrates with HubSpot and can make your life a little easier! Now which NPS tools integrate best with HubSpot? Lets explore the top 9 NPS tools that integrate with HubSpot in 2025.

NPS 52

NPS Start-ups Sentiment Analysis Customer Feedback 52

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

Retail

The Success League

MARCH 19, 2025

By Kristen Hayer There are obvious signs of customer risk we talk about all the time in the field of customer success. Things like customers who go dark, declining product usage, or negative survey results are almost always signs of risk. Most CSMs actively pay attention to these signs, and most health scores incorporate all or at least some of these factors.

AI 52

AI Sales 52

SugarCRM

MARCH 21, 2025

What we'll Cover: How SugarCRM Helps Sales Reps Succeed Every Day Sales teams need a CRM that works for themnot against them. SugarCRM is built to simplify sales processes, automate tasks, and keep everything organized. This means sales reps can focus on closing deals instead of dealing with clunky software. In this article, well break down five key features that make SugarCRM easy to use for sales teams. 1.

Sales 26

Sales Outlook Actionable Insights CRM 26

CX Network

MARCH 20, 2025

Get the latest update on eggs, Trump's tariff war price hikes and consumer confidence, so CX can respond

CX 52

CX 52

SurveySensum

MARCH 17, 2025

Implementing CX strategies is made easier by utilizing the right CX tool , as it can automate repetitive tasks and streamline various processes. So, which CX tool are you using? If your answer is QuestionPro, then this blog is for you. What Is QuestionPro? Understanding Its Value for CX Professionals QuestionPro is a cloud-based survey and research software platform that enables the creation, distribution, and real-time analysis of customer feedback.

CX 52

CX Close the Loop Text Analytics Actionable Insights 52

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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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