ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. I have added my comments about each article and would like to hear what you think too.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

ShepHyken

DECEMBER 1, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

Journey mapping 191

Journey mapping Customer Service Customer Experience Marketing 191

ShepHyken

JANUARY 26, 2025

According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. Most agree that loyalty programs make them feel more connected to the brand.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

ShepHyken

OCTOBER 20, 2024

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. Indeed, even those considered the flag-bearers for customer centricity – like Amazon – receive bad press. My Comment: We continue to learn from some of the best and most recognized brands.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for February 2025 Hey everyone! Upcoming webinars FRN DATA TILL HANDLING: BYGG EN CX-STRATEGI SOM GER VERKLIGA RESULTAT – We have an upcoming webinar series in Swedish that covers exciting new ways to analyze surveys responses! The post Product News February 2025 appeared first on Lumoa.

Engineering 78

Engineering Surveys Feedback Personalization 78

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for January 2025 Hey everyone! Send background data through Netigate Surveys Netigate surveys can already be integrated with Lumoa using our API. But now, we can send background data through the URL of the Netigate survey. The post Product News January 2025 appeared first on Lumoa.

APIs 78

APIs Surveys Feedback Engineering 78

CSM Magazine

MARCH 26, 2025

Recent industry polls in early 2025 showed that 68% of participating organizations reported time savings of at least 20% after adopting newer Java functionalities. A 2024 survey identified Spring Boot as the most adopted Java framework at 62%, with Quarkus at 15% and Micronaut at 10%.

Finance 52

Finance Benchmark Enterprise Surveys 52

ROI CX Solutions

JANUARY 8, 2025

Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. Start 2025 off right and take advantage of our resources and insights today!

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

CSM Magazine

DECEMBER 3, 2024

If you’re looking for the best Zendesk apps to revolutionize your 2025 support strategy, this list has you covered. This is one of the most innovative Zendesk apps for 2025, bridging the gap between automation and human connection. Start exploring these customer support apps today, and make 2025 the year your Zendesk truly shines!

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Collected through post-call surveys, CSAT scores provide direct customer feedback. While shorter times are ideal, quality shouldnt be sacrificed for speed.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

customer sure

JANUARY 20, 2025

Whether its tailored product recommendations, forms that are pre-filled rather than blank, how-to guides that are context-sensitive rather than general, or customised survey follow-ups where youve taken the trouble to investigate that persons prior contacts personalisation makes customers more engaged and less frustrated, and this builds loyalty.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. A survey indicated that 70% of employees cite poor management as a primary reason for leaving. Connecting Call Centers to Success.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

Balto

JANUARY 6, 2025

Heres the good news: in 2025, we have a wide array of capable & best call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. You can also import questions from previous surveys. Get a free demo now and explore it in action!

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Download the full State of the Contact Center 2025 report and take the next step in optimizing your workforce strategy. How successful have these efforts been?

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

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 Analytics Contact Center Surveys 52

CSM Magazine

OCTOBER 24, 2024

UK ecommerce retailers will widen their adoption of artificial intelligence (AI) to include solutions that improve and streamline post-purchase experience in 2025. Current AI adoption by UK online retailers in 2024 Planned AI adoption by UK online retailers in 2025 1. Gen AI for translations and copy writing – 57% 1.

Surveys 52

Surveys Marketing Customer Service Technology 52

PeopleMetrics

FEBRUARY 27, 2025

This was true in 2017 when I wrote Listen or Die and is still true in 2025. Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. Starting a VoC program can feel overwhelming.

Surveys 62

Surveys Benchmark Wait times Self service 62

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. Let’s examine some of what customer retention in 2025 looks like from an operational perspective. The 2025 Customer Retention Problem Brands across sectors struggle to keep repeat, loyal customers. In every sector and among diverse markets.

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. Here are our favorite four CX analysis options to help drive impact in 2025.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 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? Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

PeopleMetrics

JANUARY 20, 2025

Fast forward to 2025, and weve entered a new era of text analytics. Example : A retail chain receives over 10,000 survey responses in a month. Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores.

Analytics 118

Analytics Airlines Feedback Surveys 118

PeopleMetrics

JANUARY 16, 2025

Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view. Example : A retail chain uses an AI-powered VoC platform to merge survey data with social reviews.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

TechSee

JUNE 10, 2021

By 2025, the IDC predicts that the number will rise to 41.6 of data by 2025. . Now, survey data is showing that more customers than ever are prepared to engage in self-service activities to avoid technician visits. . billion devices. That’s a lot of data and information being shared. How much data? zettabytes (21 zeros!)

Self service 207

Self service Analytics Transportation Healthcare 207

PeopleMetrics

JANUARY 24, 2025

Today, in 2025, AI is supercharging how companies differentiate between CX and CS, analyze their intersections, and optimize both. It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

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)? To drive long-term customer success in your business, follow these 9 VoC best practices in 2025: 1. Book a free demo today to learn more.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Balto

MARCH 17, 2025

Smart contact centers use post-call surveys and speech analytics to identify recurring pain points. The post Call Center Insights in 2025: Enhance the Customer Experience appeared first on Balto. Let Balto do the heavy lifting so your team can focus on what really matters: delivering exceptional customer experiences.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Balto

JANUARY 23, 2025

Share on X (Twitter) Share on Facebook Share on LinkedIn Share on Email As we venture into 2025, AI has reached a fever pitch among contact center leadership. Our survey revealed that over a third of respondents (38.3%) use AI tools daily or weekly , highlighting a growing reliance on this technology.

Contact Center 40

Contact Center Surveys Technology Customer Service 40

DMG Consulting

MARCH 5, 2025

The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025. Top Contact Center Goals for 2025 Improving the CX is the top business goal for service organizations in 2025, selected by 57.6% of survey responses, is another means to boost productivity.

Contact Center 62

Contact Center Self service Surveys Consulting 62

PeopleMetrics

APRIL 1, 2025

At the end of the day, if someones bonus is connected to a VoC metricwhether its NPS, CSAT, survey response rates, or alert follow-upstheyre going to care more about that metric. This lesson hasnt fundamentally changed, even with all the advances in AI and automation.

Morale 62

Morale Metrics Surveys Feedback 62

PeopleMetrics

APRIL 3, 2025

Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. Smart prompts that recommend action based on survey sentiment. One-Way vs. Two-Way Integration In most companies, CRM/VoC integration is a one-way streetCRM data triggers surveys. CRM + VoC integration has gotten a whole lot easier (and smarter) with AI.

CRM 62

CRM Feedback Surveys Call Center 62

CSM Magazine

NOVEMBER 28, 2024

ServiceMark is granted for a period of three years, subject to verification through continued ServCheck and UK Customer Satisfaction Index (UKCSI) business benchmarking surveys. As part of the accreditation, independent surveys of Auto Windscreens’ customers and colleagues were undertaken. in the latest UKCSI.

Customer Service 52

Customer Service Benchmark Surveys Marketing 52

PeopleMetrics

JANUARY 13, 2025

Fast forward to 2025, and the way we approach customer centricity has evolved dramatically. How AI Enhances Customer Listening and Action Taking In 2018, customer listening was often limited to surveys and manual analysis. Its about creating a culture where every decision is made with the customer at the center.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. of survey respondents. of survey participants. of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Interaction Metrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. If you have a CX team and are going to be running your own customer surveys, then you’ll want to choose the best software.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Employee engagement 48

Employee engagement Enterprise Contact Center Self service 48

CSM Magazine

MARCH 11, 2025

The ASQ Awards are a benchmark in the aviation industry, measuring airport performance directly through feedback collected via 700,000 live surveys in 2024. Awards Ceremony The ASQ Awards Ceremony will be part of the upcoming ACI World Airport Experience Summit , held in Guangzhou, China, from September 8-11, 2025.

Customer Experience 52

Customer Experience Benchmark Customer centricity Feedback 52

Maru Group

APRIL 3, 2025

With this in mind, every few months Maru UK run a detailed Cost-of-Living survey, to keep an eye on how consumer opinion of the crisis may be changing, and looking in depth at peoples emotional response and how this translates to real world behaviour, so that we can help businesses predict consumer actions in the months to come.

Customer emotions 52

Customer emotions Finance Marketing Consulting 52