The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. The financial implication of customer churn is staggering, with little end in sight, if unaddressed.

Customer retention 40

Customer retention Feedback B2C Metrics 40

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics? Some might even say that CX is more important.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

TechSee

FEBRUARY 14, 2025

Vision-First Integration Start with clear visual use cases Focus on high-impact support scenarios Integrate with existing systems seamlessly 2. Scalable Implementation Begin with pilot programs Gradually expand visual capabilities Monitor and measure impact metrics 3.

Enterprise 109

Enterprise Customer Experience Chatbots Technical Support 109

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Ready to take your call quality monitoring to the next level?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Peter Lavers

NOVEMBER 16, 2017

Autonomous vehicles will completely transform ownership and usage in urban areas by as soon as 2025 – and will be utterly ‘connected’ (see “The Internet of Cars” referenced by Goldman Sachs in their excellent article “ Cars 2025 ”). Pretty much everything described so far has been about what businesses “do” for and to our customers.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

CSM Magazine

MARCH 4, 2025

Register today and get ready to be inspired, enlightened and network with pioneers of the industry at the Customer Connect Expo 2025! We will be in attendance, so join us in Las Vegas for the most Customer Centric show of the year! Click here to claim your ticket! Register now and be a part of the community!

Customer centricity 52

Customer centricity Education Best practices Customer Experience 52

TechSee

SEPTEMBER 22, 2020

In fact, Gartner predicts that by 2025, over 50% of field service management deployments will include mobile AR collaboration and knowledge-sharing tools, up from fewer than 10% in 2019. To ensure customer expectations are met, organizations are shifting to proactive field service delivery , instead of focusing on a reactive break-fix model.

Self service 207

Self service B2B Customer centricity Technology 207

AWS Machine Learning

NOVEMBER 22, 2024

Starting February 1st 2025, you will also be charged for Bedrock Flows usage based on the number of node transitions required to operate your workflows at $0.035 per 1000 node transitions. She is leading the Amazon Bedrock Flows, with 18 years of experience building customer-centric and data-driven products.

APIs 119

APIs Chatbots Enterprise Customer centricity 119

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

C3Centricity

JULY 23, 2024

While many companies recognise the importance of its leverage for marketing purposes, an often overlooked aspect holds immense potential: the comprehensive and superior use of customer-centric data. Gartner predicts that by 2025, AI-driven businesses will be able to capture up to $2.9 This is what I want to cover in this post.

Customer centricity 117

Customer centricity Marketing Customer Experience 117

CSM Magazine

MARCH 11, 2025

This continued technological evolution will allow airports to prioritize passengers rather than outdated processes, ultimately creating a more customer-centric travel experience. This global event will bring together industry leaders to discuss how airports can further enhance the customer experience in rapidly changing times.

Customer Experience 52

Customer Experience Benchmark Customer centricity Feedback 52

SharpenCX

NOVEMBER 23, 2021

The Key to a Great Customer Experience is Collaboration : Learn from CX Journey CEO Annette Franz on how you can break down silos in your organization to shape a customer-centric culture and deliver great customer experience. Read up on how to prepare for shifting customer expectations over the next three years.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

CSM Magazine

OCTOBER 21, 2024

This massive growth can be attributed to a combination of factors: the country’s English proficiency, cultural alignment with Western markets and a workforce known for its strong communication skills and customer-centric approach.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

The Petrova Experience

DECEMBER 17, 2024

Now, I truly believe a well-motivated customer-centric leader can learn anything. (I’m Experience design, strategy, and programming lay the foundation for customer-centric, universal design-informed, technologically-forward improvements. These six airport best practice trends for 2025 are a wise place to start.

Transportation 75

Transportation Best practices Construction Wait times 75

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CSM Magazine

JANUARY 31, 2025

trillion in 2025 (Gartner), the stakes have never been higher. I am impressed by the team’s customer-centric approach to innovation, and their AI advancements. With IT spending projected to hit $5.74 SuperOps Service Desk “The SuperOps team has proven their capability to disrupt the MSP technology market.

Marketing 52

Marketing SaaS Enterprise Finance 52

TechSee

MARCH 7, 2022

Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand. By 2025, 50.7%

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Eptica

APRIL 28, 2020

The importance of listening to customers during COVID-19. What will customer self-service look like in 2025? Categorie(s): Best Practice Trends & Markets This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. More efficient than auditory communication, visually highlighting the desired action will enable the customer to comprehend and execute the instructions faster and more satisfactorily.

Call flow 141

Call flow Sales Technical Support APIs 141

Totango

FEBRUARY 11, 2022

In today’s digital environment, B2B customer experience is driven by online and mobile interactions with brands. Today’s B2B customer researches, purchases and engages with products online. Technology research firm Gartner projects that by 2025, 80% of B2B interactions between suppliers and buyers will be digital.

B2B 114

B2B Customer Experience B2C SaaS 114

The Petrova Experience

OCTOBER 8, 2020

.” And too many executives perceive Customer Experience as something they can train their employees to do without seeing the bigger picture and building the requisite customer-centric culture , processes and technology. 53% of respondents did not have a Customer Experience Leader in their organization.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Cincom

JANUARY 30, 2025

It highlights that customers no longer appreciate one-size-fits-all messaging; rather, they demand messages that are tailored according to their preferences and the stage of their journey with the brand. The reason is simple: they want to be treated as humans, not a mere transaction by the business.

Personalization 40

Personalization CRM Analytics Chatbots 40

Eptica

APRIL 15, 2020

For me this is the start point of adapting the experience you offer - after all, if you don’t understand what your customers want, how can you improve the service you provide? You might also be interested in these posts: What will customer self-service look like in 2025? Share this page on: Tweet.

Surveys 95

Surveys Best practices Analytics Feedback 95

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Management 52

Management Analytics Morale Customer centricity 52

The Northridge Group

AUGUST 31, 2023

Thoughtful integration of the right tools, whether AI, data analytics, or digital engagement platforms, can elevate CX – but only when grounded in customer-centricity. Experts expect this number to grow to 35% by 2025.

contact center associations 67

contact center associations Average Handle Time Healthcare Contact Center 67

The Northridge Group

AUGUST 31, 2023

Thoughtful integration of the right tools, whether AI, data analytics, or digital engagement platforms, can elevate CX – but only when grounded in customer-centricity. Experts expect this number to grow to 35% by 2025.

contact center associations 67

contact center associations Average Handle Time Healthcare Contact Center 67

Outsource Consultants

JANUARY 9, 2025

In today’s fast-paced world, optimizing these operations is essential for staying competitive and meeting customer expectations. At Outsource Consultants, we’ve seen firsthand how the right strategies can transform contact centers into efficient, customer-centric powerhouses.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Nicereply

FEBRUARY 1, 2023

64% of businesses believe that chatbots allow them to provide a more customized support experience for their customers. 86% of marketing agencies say brands will expect them to be able to assist with chatbot projects by 2025. billion by 2025, at a compound annual growth rate (CAGR) of 16.5% between 2022 to 2030.

Customer Experience 59

Customer Experience Advertising Chatbots B2B 59

Lumoa

NOVEMBER 17, 2022

trillion by 2025. Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. It is important to reach out to customers and offer support during consumer price inflation. Cost–cutting or increasing prices will alienate and drive away your customers.

Customer Experience 78

Customer Experience Chatbots Feedback Customer Support 78

Answer Dash

NOVEMBER 21, 2018

Whilst being a ‘customer-centric’ business has always been important, it’s become even more tantamount in the digital age where consumers have unlimited access to competing products and services. However, curating these cultivated experiences requires a very time and resource-intensive process.

Interactive Voice Response 75

Interactive Voice Response Banking Customer centricity Technology 75

SharpenCX

DECEMBER 10, 2019

You have to define your call center performance goals and desired customer outcomes, first. Companies labeled by McKinsey & Co as customer-centric rally around customer outcomes above all else. And every customer experience outcome is measured, shared, and tied to individual performance assessments along the way.

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

Anexa BPO

SEPTEMBER 19, 2022

It’s estimated that up to $265 billion worth of care services for Medicare fee-for-service and Medicare Advantage recipients will shift from traditional facilities to a home setting by 2025 – and without compromising quality or access.

Healthcare 52

Healthcare Business Process Outsourcing outsourcing industry standards 52

Balto

JANUARY 18, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. In 2025, your contact center is your brand. 10 Call Center Management Best Practices for 2025 As businesses step into 2025, the landscape of customer service continues to evolve rapidly.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. In 2025, your contact center is your brand. 10 Call Center Management Best Practices for 2025 As businesses step into 2025, the landscape of customer service continues to evolve rapidly.

Best practices 52

Best practices Call Center Metrics Management 52

Outsource Consultants

APRIL 8, 2025

In today’s customer-centric marketplace, the pressure is on to deliver exceptional service. This high level of satisfaction translates to improved customer retention and loyalty for businesses that choose to outsource to Jamaica. About 90 percent of Jamaica’s BPO industry serves contact centers around the world.

Call Center 67

Call Center Customer Support outsourcing Government 67