Latest Posts
Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution
Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and…
AI-Driven Solutions for Modern Customer Challenges
What if you could revolutionize customer interaction with cutting-edge technology and enhance loyalty like never before? Join us…
2025 Predictions for the Travel & Hospitality Industry
As we approach 2025, Ana Vergara, Vice President of Client Solutions at Teleperformance, outlines her predictions for how advanced AI…
December 13, 2024
Verint’s CX/EX Scoring Bot Could be a Game-Changer for Contact Centers
Verint has upped the ante with its new CX/EX Scoring Bot. This AI-powered tool promises to deliver real-time…
The Thanksgiving Effect Might Just Make Us Better Merchants
I love Thanksgiving. It’s the one holiday that calls us to pause, reflect, and genuinely connect with others—free…
Harnessing Customer Satisfaction for Organic Growth
Join us for an insightful conversation with Lynn Daniel, founder of the Daniel Group, as he shares his journey…
Bridging the CX Gap: Aligning Intentions with Consumer Realities
Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join…
Customer Service Chatbots: A Seamless GenAI Solution or a Risky Feature?
Advances in AI capabilities have vastly improved the customer service chatbot experience in the past couple of years.…
Balancing Efficiency and Satisfaction in Customer Service
We get into the nitty-gritty of measuring customer service success. In our latest episode of Customerland, Dr. Ori…
Customer Service AI Bots And Humans Are Finally Getting Along
In an unsure market where budgets are always getting smaller, giving customers great experiences has become more important…
AI at the Heart of Enterprise Communication
In this episode of Customerland, we sit down with Josh Feast, CEO and co-founder of Cogito, to discuss the…
Elevating Customer Success with IoT
Explore the advancements in IoT and the importance of customer satisfaction with Danny Keough, the global head of…
March 6, 2024
A Smarter Approach to Digital Customer Conversations
A conversation with KNOWBL’s CEO and Co-founder, Jay Wolcott In this episode, we sit down with Jay Walcott…
Turning Customer Service Hurdles into Loyalty Wins
Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service.…
Better Retail Performance through Intelligent Engagement
Have you ever wondered how customer data can revolutionize your products and services? This episode brings you Jenni…
Decoding the AI Impact on Customer Advocacy: Insights from GoDaddy
Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si,…
Best Strategies Towards Customer Satisfaction
Happy customers not only become loyal patrons but also help attract new customers through positive recommendations. In today’s…
Unraveling the Impact of AI on Customer Expectations
Super enlightening discourse with Laura Wronski, the director of Research at SurveyMonkey – we dissect the State of…
5 Overlooked Ways to Use AI to Improve Your Customer Service
Providing top-notch customer service is essential for amplifying customer retention, repeat sales, and overall business growth. Are you…
July 21, 2023
What’s behind Verint’s Super-powerful DaVinci AI?
Good answer: DaVinci AI is one of the largest purpose-build Large Language Models (LLMs) designed to address millions of…
June 26, 2023
Customerland Ep 9: What Does Optimized CX Really Look Like?
Nicole Kyle is Managing Director and co-founder of CMP Research, the Customer Management Practice’s dedicated independent insights and research…
Bring Customers Into Clear Focus
Employees who think their company is customer-centric are very optimistic about their companies and their future. Bad customer…
The 5 Most Commonly Used Customer Care Success Metrics… and Why They Don’t Matter
A customer care center can’t be a black box. Technical support staff and Customer Support Managers (CSMs) are…
January 25, 2023
The 4 Reasons Your Journey Maps Are Failing You
How leading businesses are turning from the customer journey map to the customer.
Finding Opportunity in Delivering Empathy at Scale
We sat down with Jeff Nicholson to discuss some of Pega’s recent findings and to explore the opportunities…
Cultivating Loyalty by Fixing Post-Purchase
"Because the acquisition cost is so high, it's about retention - retaining customers is not that easy."
The 2022 Engagement Capacity Gap Study
"More and more people are seeing that connection between employee experience and customer experience."
