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
Use event-based journey analytics to map customer entry and exit points, enhance personalization, and improve engagement. Mohit Palriwal on December 11, 2024 Modern customer journeys are no longer linear or predictable. They are shaped by dynamic entry and exit points triggered by a web of events and interactions. Understanding these moments is critical for … Continue reading Understanding customer entry and exit in event-based journeys
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
Customer churn isn’t just a sales problem — it’s a marketing one, too. Avoid these mistakes to help build sustainable growth. Zac Stucki on November 26, 2024 If you’re like me, then in the past 12 months, you’ve heard about Alex Hormozi’s book “$ 100M Offers” at least a half-million times. It feels like … Continue reading How marketers can stop fueling customer churn for good
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
Position-less marketing is the way marketers execute at scale free from marketing assembly line constraints. Optimove on November 20, 2024 Many companies divide marketing responsibilities across multiple specialists: graphic designers, social media managers, marketing operations managers, content marketers and email marketers, to name a few. In this setup, each person contributes a small part of … Continue reading Stop killing customer engagement with assembly-line marketing: Embrace position-less marketing by Optimove
Following the iOS 18 update, many more phones have RCS. Now marketers can reach these users with rich content. Chris Wood on November 13, 2024 Mobile experience company Sinch announced RCS features are now available in the Sinch Customer Dashboard, allowing marketers to integrate rich content into mobile message (SMS) campaigns. In the U.S., … Continue reading Sinch introduces RCS features in Customer Dashboard
