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Setting performance goals against CX metrics like NPS, CSAT or CES can backfire, demotivate employees and harm customer experiences. Raj Sivasubramanian on January 20, 2025 Metrics are a polarizing topic in customer experience. There are ongoing discussions about which CX metric is the best. Net Promoter Score (NPS) remains one of the most widely … Continue reading Are your CX metrics hurting your customer experience?
Here’s how organizations will shift focus in the coming year to deliver more purposeful engagements that grow awareness, trust and revenue. Chris Wood on December 27, 2024 In the new year, customer experience will remain a high priority for marketers. The aim will be consistent with previous years — seamless omnichannel journeys that are … Continue reading Customer experience and brand: 2025 predictions
Don’t expect a sea change. Keep delivering flexible, seamless experiences while considering these areas of improvement that will make an impact in 2025. Chris Wood on December 26, 2024 Customer experience faced serious challenges during the pandemic. Now, there’s no looking back. Customers want it all, and really there’s no excuse for them not … Continue reading Customer experience tools and strategies: 2025 Predictions
U.K. longevity vendor Healthspan is leveraging Mitel’s AI virtual agent to resolve 90% of product queries. Kim Davis on December 11, 2024 “When you talk about AI, contact centers and customer experience, I think that’s the best use case to illustrate return on investment,” said Luiz Domingos. Every few seconds an agent saves in … Continue reading Mitel makes customer experience Talkative
With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty. Alicia Arnold on December 4, 2024 The boom in ecommerce has transformed how we shop, but it’s also brought a pressing challenge: managing product returns. Retailers must find the right balance between keeping customers satisfied and protecting their … Continue reading How to balance customer experience and returns in ecommerce
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: Using zero-party strategies to boost customer experience. MarTechBot on November 25, 2024 Best of the MarTechBot showcases the MarTechBot’s responses to prompts submitted by readers. See more about how marketers are using MarTechBot here. The language model is based on content from … Continue reading Improving customer experience with zero-party data: Best of the MarTechBot
It’s easy for customers to get frustrated at handoffs between different AI tools and to human service agents. Theresa Kushner on November 22, 2024 The All-England Lawn Tennis Club’s decision to replace Wimbledon’s human line judges with AI fundamentally changes the customer experience. For some people, this will be a welcome change. Judges will … Continue reading 6 steps to help improve your customer experience with AI
High-profile vendors are headed towards fully automating the customer service experience. Time to think about what experience management really means. Kim Davis on November 21, 2024 “I am excited to introduce our next step in this journey,the Webex AI agent. This is in pilot right now, it will be available to our customers in … Continue reading Customer experience management in the age of agentic AI
Pulling together data from mobile into the customer profile improves SMS, push notifications and in-app messages, and informs cross-channel strategies. Chris Wood on October 4, 2024 Zeta Global launched a new AI-powered intelligent mobile solution, as well as an expanded roster of AI agents, at last week’s Zeta Live event in New York. These … Continue reading Zeta Global unveils connected mobile experience and AI agents
Dive into research findings and real-world examples of how positive employee experiences translate to better customer experiences. Alicia Arnold on August 23, 2024 The connection between employee experience (EX) and customer experience (CX) is well-documented, with both anecdotal evidence and statistical data supporting the correlation. Research indicates that positive EX leads to superior CX, … Continue reading How employee experience drives customer satisfaction
