It’s Time to Treat Giving as Engagement, Not a Transaction - ACD Direct
Here’s how non-profits can move away from thinking of giving as a transaction, and instead towards seeing giving as a representation of engagement.| ACD Direct
This post was originally featured in our October 8th, 2025 newsletter here: INBOX INSIGHTS, October 8, 2025: Lost the Plot on Planning, AI For Data Analysis, Part 1 We’ve Lost the Plot on Planning- Part 1 I’ve been in a lot of planning meetings lately. And I mean a lot. Here’s what I’m noticing: everyone’s talking [...]Read More... from Lost the Plot on Planning| Trust Insights Marketing Analytics Consulting
Here’s how non-profits can move away from thinking of giving as a transaction, and instead towards seeing giving as a representation of engagement.| ACD Direct
Improve customer retention by focusing on your agent experience, boost loyalty, cut churn and create lasting customer relationships. The post Happy Agents, Happy Customers: How to Improve Your Customer Retention by Shifting Focus onto Your Agents appeared first on Broadvoice.| Broadvoice
Learn how to monitor call center performance with five simple steps to boost efficiency, improve CX, and drive sustainable growth. The post How to Monitor Call Center Performance: A Strategic Framework for Mid-Market Success appeared first on Broadvoice.| Broadvoice
With Mitel's recent bankruptcy filing and financial uncertainty, it's time to move to established, modern contact center technology.| Broadvoice
Transforming Customer Experience with AI and Automation The Role of AI in Modern Customer Service Artificial Intelligence (AI) has become a transformative force in the realm of customer service. During […]| Symplicity Communications
A Voice of Customer (VoC) program is a systematic way to gather, analyze, and act on customer feedback. It helps you capture customers’ requirements.| getthematic.com
Atlassian is a leading software company creating tools that enhance collaboration, productivity, and ultimately customer experience. You may know Atlassian best through our flagship Jira brand, Confluence, and Trello. | getthematic.com
Emotional analysis of customer feedback is only valuable if it can also teach us how to provide a positive emotional experience to our customers.| getthematic.com
We all know that happy customers are good for business. But proving it with hard numbers? That's been a major headache for a long time. Why? Because feelings are hard to measure, and those feelings often live at the heart of the customer experience.| getthematic.com
In this article, we explain how to evaluate the accuracy of coding survey responses.| getthematic.com
Conversational analytics uses AI to turn customer interactions into insights, enhancing support, experience, and decision-making.| getthematic.com
Unlock insights with thematic analysis! Compare manual vs. AI methods, explore best practices, and boost workflow with Thematic.| getthematic.com
Discover the shocking cost of bad customer experience (CX) and how it impacts your bottom line. Learn from 17 eye-opening statistics and unlock the power of AI-driven customer feedback analysis with Thematic.| getthematic.com
In the world of online resale, Facebook Marketplace is often overlooked amid the plethora of other platforms focused on distanced selling, but Marketplace is a hugely popular platform for the trading of secondhand goods — particularly for deals done locally. In fact, every day, one of out every four of Facebook’s 250 million daily active […]| Retail TouchPoints
Levi Strauss & Co. has embraced AI-powered technology from Microsoft as the denim retailer continues its efforts toward becoming a DTC-first brand. The latest solution is a new Azure-native orchestrator element embedded within Microsoft Teams, designed both to streamline operations and empower employees across not just corporate but retail and warehouse environments as well. The […]| Retail TouchPoints
Bombas has moved into owned physical retail quickly, opening its third new store in the space of a month at The Domain in Austin, Texas. This follows the October 2025 store openings in New York City and Town Center in Boca Raton, Fla. The retailer, known for its comfy socks, slippers and undergarments, has leveraged […]| Retail TouchPoints
[Update as of Nov. 17, 2025] Ford Motor has made certified pre-owned (CPO) vehicles available for sale in Los Angeles, Seattle and Dallas on Amazon Autos, with plans to add additional cities in the coming months, according to CNBC. The automaker said that more than 160 of its approximately 2,900 U.S. retailers have started the […]| Retail TouchPoints
When honest consumers have a legitimate return denied, the experience can be a sledgehammer to their loyalty. It’s a situation that retailers rightfully dread, and it’s one that compounds a metric they equally fear, “the insult rate.” Retailers rely heavily on loyalty, and during uncertain economic times, impending tariffs and potential out of stocks, retailers […]| Retail TouchPoints
[Update from Nov. 14, 2025] Amazon Haul, the low-price marketplace introduced in the U.S. in November 2024, has expanded to Canada. Available through the Amazon Shopping app, Amazon Haul will be available to select Canadian customers when they update their app, with rollouts to remaining customers in the coming weeks. All Haul items are priced […]| Retail TouchPoints
Curbside pickup has evolved from a temporary lifeline during the COVID-19 pandemic into a permanent fixture in the retail landscape. What started as an emergency measure to keep commerce moving during lockdowns has become a defining feature of modern shopping behavior. Last year alone, U.S. consumers spent more than $132 billion on pickup orders, underscoring […]| Retail TouchPoints
Whole Foods Market has added seven new categories to its “Surprise Bag” offerings of surplus food in the Too Good To Go app, selling at approximately one-third the retail price. They’re available at more than 530 Whole Foods Market stores across the country to the app’s 17 million+ users, who can now choose Surprise Bags […]| Retail TouchPoints
Real estate investment trust Simon has launched the Simon+ loyalty program, giving members the opportunity to earn cash back, points and perks for shopping at any Simon Mall or Premium Outlets center, as well as on the company’s digital marketplace, ShopSimon.com, and through links to participating retailers’ websites. More than 500 retailers are already participating […]| Retail TouchPoints
When Google launched in the late 1990s, it didn’t just change the internet. It changed how people found businesses. The companies that cracked the early code of Search Engine Optimization (SEO) grew fast. Today, we are experiencing another major shift in how people discover and evaluate brands, this time powered by generative AI. Shoppers are […]| Retail TouchPoints
For more than two centuries, the Fulton Fish Market has reigned over the East Coast seafood trade, supplying restaurants and local purveyors with aquatic delicacies every morning. The market is primarily for wholesale purchasers (the hours alone dissuade most casual shoppers, who are usually still asleep from 2 a.m. to 7 a.m., when the market […]| Retail TouchPoints
Sneaker and streetwear retailer Snipes U.S. has launched “Snipes Reserve,” a digital wallet-based loyalty program powered by Accrue, that rewards members with cash back (rather than points), pre-funding bonuses and early access to limited releases and events. Snipes Reserve members earn 3% cash back on eligible purchases, providing $3 back in real dollars for each […]| Retail TouchPoints
Albertsons will offer extended free trial periods of the Uber One membership program to the nearly 49 million members of both its paid and free loyalty programs. Uber One offers free delivery on food and other products (over a minimum subtotal amount), up to 10% off eligible Uber Eats deliveries and pickups, and 6% back […]| Retail TouchPoints
Target is placing AI-powered tools into customers’ hands with a conversational Target Gift Finder on its mobile app, providing tailored recommendations based on details about the recipient that shoppers input in the app. The retailer also has added list-to-cart scanning, allowing shoppers to scan handwritten lists into the Target app — including scanning holiday wish […]| Retail TouchPoints
1-800-Flowers.com has added DoorDash to its bouquet of delivery options from nearly 700 florists that are part of BloomNet, 1-800-Flowers’ business network. The retailer expects the partnership to expand more widely across North America as local florists across additional geographies use the DoorDash platform. “We’re thrilled to expand our partnership with DoorDash,” said Jon Feldman, […]| Retail TouchPoints
With many SNAP recipients still in limbo, low-income consumers are definitely feeling the squeeze, so Target will cut prices this month on 3,000 food, beverage and essential items, including pantry staples, baby items and household goods. The retailer also is making a $500,000 donation to Feeding America, the nation’s largest hunger relief organization in the […]| Retail TouchPoints
Livestream shopping has proven a tough nut to crack in the U.S. despite the format’s wild success in China and other overseas markets. And while livestream commerce is growing in America, it still represents less than 5% of U.S. ecommerce, well below the 60% of ecommerce sales the format drives in China. Those numbers aren’t […]| Retail TouchPoints
Every year, retailers gear up for the holiday season, a period full of opportunity, as shoppers are eager to explore products and experience what brands have to offer. It’s a time when the right message can spark excitement, inspire purchases and strengthen connections. Retail marketers must deliver creative that resonates with audiences and captures the […]| Retail TouchPoints
Jewelry is meant to be timeless, but the process of buying jewelry — particularly big-moment purchases like engagement and wedding rings — has certainly changed. Gone are the days of a prospective boyfriend seeking a promotion to fiancé sweating out whether the ring he’s chosen will enamor his bride-to-be. Now, for an increasing number of […]| Retail TouchPoints
AI is reshaping how consumers shop, from smart recommendations to voice-powered purchasing.| Retail TouchPoints
Just like fortune 500 companies, you can use thematic analysis software to make data-driven decisions. Discover what thematic analysis is.| getthematic.com
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Knowing how happy your customers are is essential for every business. So how do you make it measurable? We show you how in this easy guide.| getthematic.com
The post Infographic: Scaling GTM Responsibly – Cohere Health Demonstrates the Power of Maturity-Aligned Platform Choices appeared first on 3Sixty Insights, Inc..| 3Sixty Insights, Inc.
Learn to evaluate the best video commerce platform for DTC brand. Increase sales, enhance engagement, and improve customer relationships.| VIMMI
Quick-service restaurants (QSRs) are heading into 2026 hungry for growth, with revenue projected to hit $532 billion for the industry in 2025 , up 4.3% year-over-year. But behind the impressive revenue headlines lies a more complex story: customer satisfaction is slipping, and brand reputation has never been more critical. Chatmeter, an Alchemer company, recently published […] The post The 2025 QSR reputation rankings: Who’s winning on value, service, and taste? appeared first on Al...| Alchemer
Let’s be honest: “software implementation” doesn’t usually sound exciting. It brings to mind long project plans, dull meetings, complex integrations, and| Alchemer
VA set the stage to modernize its electronic health record, implement emerging technology like artificial intelligence and streamline its workforce throughout 2025. The post 2025 Marks the Year of Tech, Talent Reinvention at VA appeared first on GovCIO Media & Research.| GovCIO Media & Research
In this post, we delve into why customer retention is essential and what are the best strategies to help you hold on to your customers.| Hiver
There are 28 million eCommerce websites out there, all competing for the same audience of 2.77 billion shoppers. In such a crowded market, standing out isn’t just about great products anymore; it’s about great experiences. Those experiences begin when you truly listen to your customers. Every click, every hesitation, and every review is a story...| Blog
Imagine this: You open a shopping app, and within seconds, it greets you with products you’ve been eyeing. It also suggests a bundle you didn’t know you needed, and leads you to check out in just two taps. Smooth, personal, and effortless. As a customer, you’re hooked. Customers no longer stay loyal solely because of...| Blog
The new engine in Chubb Studio uses AI to tailor insurance offers for digital partners, aiming to increase engagement and conversion.| Insurance Innovation Reporter
Anthony R. O’Donnell| Insurance Innovation Reporter
It seems like every marketing conversation swirls around the latest AI tool, the newest social channel, or some fresh "growth hack" promising overnight results. But let's not overlook some of the "OG" marketing fundamentals! The post Rediscovering the OG Fundamentals of Marketing appeared first on Schaefer Marketing Solutions: We Help Businesses {grow}.| Schaefer Marketing Solutions: We Help Businesses {grow}
Quiq has introduced its newest innovation: the Conversation Analyst. This AI-powered platform is designed to improve quality management in contact centers. It supports voice, web chat, SMS and messaging channels. This system analyzes all interactions between humans and AI agents in real time. It offers valuable insights from a wealth of conversation data. It can […] The post Quiq Unveils Agentic AI Analyst for Contact Center Quality appeared first on Martech360.| Martech360
SuccessKPI, a leading provider of Generative AI-powered Workforce Engagement Management (WEM) solutions, has announced the launch of its Last-Mile Connectivity solution, designed to provide end-to-end visibility into agent and network performance for uninterrupted customer service delivery. As hybrid and remote contact centers continue to expand, the new solution monitors critical performance factors-ranging from desktop and […] The post SuccessKPI Launches Last-Mile Solution for Seamless C...| Martech360
Inkeep, a company building frameworks to build AI Agents, has announced the launch of its Agent Builder, an AI Agent development platform that synchronizes code and visual interfaces in real time. The release enables technical and non-technical, particularly those in for customer experience, go-to-market and operations teams, to collaboratively build, edit, and deploy AI chat […] The post Inkeep Launches Agent Builder For Customer Experience, Go-To-Market and Operations Teams appeared first...| Martech360
A unified, companywide approach to experimentation can generate sustained business growth.| Bain
As customer expectations and Agentic AI technology evolves, you must avoid dealbreakers and deliver quality interactions for best results. The post New Survey Data: The AI Dealbreakers Making Consumers Ghost appeared first on Cyara.| Cyara
Many CX assurance tools are channel-specific, leading to errors in your infrastructure. Discover the advantage of a comprehensive solution.| Cyara
3 in 10 consumers now stay quiet after a bad experience, the highest level in this survey's history.| Marketing Charts
OnviSource has announced a strategic partnership with SpitFire to integrate its OmVista Agentic AI platform and Business Analytics Service into SpitFire’s outbound communication solutions, aiming to boost contact center performance. The collaboration will provide SpitFire customers with AI-powered analytics, real-time agent assistance, automated post-call tasks, and insights to optimize customer targeting and compliance, ultimately increasing […] The post OnviSource and SpitFire Partner t...| AIT365
Share Many companies implement tools and software to improve productivity and meet business objectives but fail to recognize the impact on the humans that interact with those tools and software. To say it another way, it’s people that do the work within a company. Without people, the tools and software implemented within an organization are … Continue reading Deploy experiences, not just tools, for real IT impact→ The post Deploy experiences, not just tools, for real IT impact first app...| Innovative Service Management Consulting and Training: Tedder Consulting
Reprint: R0904D Because no two recessions are exactly alike, marketers find themselves in poorly charted waters every time one occurs. But guidance is available, say Quelch and Jocz, who have studied marketing successes (by Smucker, Procter & Gamble, Anheuser-Busch, and others) as well as failures throughout past recessions and identified patterns in consumer and company behavior that strongly affect performance. Understanding consumers’ changing psychology and habits, the authors argue, wi...| Harvard Business Review
At BARE International, our mission has always gone beyond insights and data, it’s about the people behind them. Our success is powered by individuals who bring curiosity, creativity, and commitment to every project. That’s why we invest deeply in what truly matters: building a culture where our people can perform at their best, feel supported, and grow with purpose. By […] The post How BARE International Cares for Our Most Important Resource: Our People appeared first on BARE I...| BARE International
If you've ever felt lost in the maze of American healthcare acronyms, you're not alone. For healthcare payers and providers, managing this complex web of communications represents one of the industry's most persistent operational and customer experience challenges. The most infamous is the EOB (Explanation of Benefits) - documents that explain services provided, insurance coverage, and member costs. Despite their importance, EOBs are notoriously difficult to understand, leading to confused me...| Aspire Customer Communications Services Ltd
Aspire CCS's CEO & Founder, Kaspar Roos is taking part in this webinar hosted by MHC Automation which will explore Interaction Experience Management (IXM)| Aspire Customer Communications Services Ltd
Xfinity has extended its reliable, high-speed, symmetrical Internet to serve the more than 2,600 residents of Leisure Village West, a vibrant 55+ community […]| Comcast Philadelphia & New Jersey
Comcast has made network updates that reach the majority of homes and businesses in North Jersey to deliver next-generation Internet speeds, offering download speeds up to 2.1 gigabits-per-second (Gbps) and upload speeds up to 300 megabits-per-second (Mbps). The new speeds […]| Comcast Philadelphia & New Jersey
Comcast recently partnered with NBC’s George to the Rescue in a heartfelt home renovation project benefiting Navy ve ...| philadelphia.comcast.com
Learn how personalized customer experiences drive growth across industries. Explore strategies, benefits, and AI tools that deliver results.| Capacity
In a recent analysis, analysts at Glassdoor asked: Can companies achieve great customer satisfaction without also investing in employees, assuring that workers who deliver service to customers are themselves satisfied with their jobs? Their answer was clear: There’s a strong statistical link between employee well-being reported on Glassdoor and customer satisfaction among a large sample of some of the biggest brands today. A more satisfied workforce is clearly associated with companies’ a...| Harvard Business Review
Chewy has purchased SmartEquine — a U.S. provider of equine health products with a proprietary subscription-based supplement program and personalized nutrition plans — in an all-cash deal. The acquisition, which is expected to close by February 2026 after customary regulatory approvals, will help accelerate Chewy’s expansion into higher-margin animal health and wellness verticals. “We are […]| Retail TouchPoints
The National Retail Federation (NRF) predicts that spending from Nov. 1 to Dec. 31 will increase by 3.7% to 4.2% over the same period in 2024, translating to total spending of between $1.01 trillion and $1.02 trillion. By comparison, last year’s holiday sales rose 4.3% over 2023 to reach $976.1 billion. The bullish forecast comes […]| Retail TouchPoints
[Editor’s note: this story has been updated to include comments from Starbucks.] The Starbucks Workers United union has authorized unfair labor practice (ULP) strikes against the coffee retailer by a 92% vote after six months of stalemated negotiations. The union had rejected an offer from Starbucks that included at least 2% annual raises in April […]| Retail TouchPoints
With four large-format store openings in the pipeline, Wayfair is now planning to test a smaller-format location with its new Columbus, Ohio store, scheduled to open in late 2026. At 70,000 square feet, the furniture store will be about half the size of Wayfair’s large-format stores. In July 2025 Wayfair announced plans for what will […]| Retail TouchPoints
Lots of retailers try to “localize” their brick-and-mortar stores to reflect and represent the town or city in which they reside, but Topdrawer goes further than most: each of its 16 U.S. store locations has a different and distinct look, vibe and product lineup. “We didn’t want that homogenous look — we wanted each store […]| Retail TouchPoints
Instacart has introduced a suite of AI solutions specifically designed for the complexities of grocery retailing, featuring a white-label customer-facing agentic AI-powered shopping helper called Cart Assistant. This personalized omnichannel shopping companion supports meal planning and nutrition and is capable of learning from each customer’s preferences and purchase history. In the next few months, Sprouts […]| Retail TouchPoints
Want some Coke with your chia seeds? That’s exactly what Amazon is hoping to deliver with its new store-within-a-store concept at the Whole Foods Market in Plymouth Meeting, Penn., which gives shoppers access to national brands and household essentials alongside Whole Foods’ standard selection of organic and natural goods. To enable this expanded selection, Amazon […]| Retail TouchPoints
If you’re running the same in-store advertising strategy for a 22-year-old and a 65-year-old, you’re not maximizing your potential revenue. Vibenomics conducted a comprehensive survey in collaboration with Suzy Market Research to understand how different generations navigate in-store shopping experiences. We surveyed 973 consumers aged 18 to 79, all primary or shared household shoppers, across […]| Retail TouchPoints
Resale platform ThredUp has launched its new peer-to-peer marketplace (first announced in May) in closed beta, allowing sellers to list their items directly on the ThredUp marketplace for the first time in the company’s 15-year history. With the launch, ThredUp plans to leverage its experience in resale and proprietary technology to address common pain points […]| Retail TouchPoints
Code freezes don’t actually prevent bad experiences. In fact, they can make it harder for teams to respond quickly and effectively when issues do arise.| Retail TouchPoints
Sottovalutare le barriere linguistiche, in un mercato ormai globale, è un errore grossolano. Quando un cliente tedesco contatta il vostro contact center e si trova a dover comunicare in inglese per risolvere un problema, ipotizziamo, con il proprio conto bancario, la probabilità che non sia fidelizzato e possa scegliere una nuova azienda, aumenta drasticamente. Il […]| XCALLY
Imagine understanding your patients’ needs better than ever, crafting personalized experiences, and optimizing campaigns with laser precision. That's the power of AI in healthcare marketing. The post AI for Healthcare Marketing: What You Need to Know appeared first on Forum for Healthcare Strategists.| Forum for Healthcare Strategists
The introduction of digital screens into stores presents an opportunity for brands to connect with the customer across the omnichannel journey; but getting the customer experience right is paramount, says Nectar360's Amir Rasekh.| Econsultancy
Customer retention can be difficult to master. Consultant Abi Hough explains why brands need to go beyond numbers to keep customers coming back and how observing customers in their 'natural, digital habitats' offers the key.| Econsultancy
Improving the rate at which customers convert on your website can be challenging. Here are some practical tactics for optimising for conversions, along with examples of how brands are putting them into practice.| Econsultancy
Chris Matthews, global DTC channel director at Brompton Bicycle, unpacks the challenges behind ecommerce for a premium brand – from creating a high-quality online experience to measuring a protracted customer journey.| Econsultancy
Nearly two-thirds of senior executives anticipate that AI and predictive analytics will be a growth driver in 2025. However, with most businesses still in the experimental stages, moving from testing to adoption will be the key to unlocking this potential.| Econsultancy
From the challenge of cut-through to the variety of GenAI use cases, we look at key themes from our recent report.| Econsultancy
At Econsultancy's January Capability Leaders Forum, marketers from AstraZeneca, Reckitt and Trainline discussed the potential of generative AI to augment the fundamentals of brand-building.| Econsultancy
From pragmatism to personality, we look at some attributes (and trends therein) that might define marketing and digital in 2025.| Econsultancy
From strategic misfocus to dataops, genAI and a renewed effort in personalisation – Medialab's Mike Hall and Dotdigital's Juliette Aiken give us their thoughts for the year ahead.| Econsultancy
Launching a third-party marketplace is a popular way for brands to scale up and diversify their online offering and revenue streams. But what makes a great retailer marketplace experience?| Econsultancy
Conversational assistants powered by generative AI are increasingly prevalent. How should brands approach the opportunities - and challenges - they present?| Econsultancy
At the Festival of Marketing, Spark Foundry's Marcos Angelides detailed the potential of generative AI to upend the ecommerce experience, making it more contextual and more customised. Do retailers need to invest in new architecture, and do brands need to anticipate shifts in customer behaviour?| Econsultancy
Michelle Peluso, EVP and Chief Customer and Experience Officer at CVS Health, discussed how the company uses millions of annual NPS surveys to predict customer satisfaction, create better experiences and trace them through to the bottom line.| Econsultancy
Octopus Energy CEO Greg Jackson and CMO Rebecca Dibb-Simkin explained to audiences at Festival of Marketing how the business stays as connected to its customers now as it did when it started out nearly 10 years ago.| Econsultancy
The evidence points to offline touchpoints having a valued role in the customer journey, and many OEMs have struggled with a fixed-price agency model.| Econsultancy
It’s time to stop talking about “more data” and start orchestrating actionable insight. We’re standing at a defining moment for customer experience. The next wave of competitive advantages won’t come from better campaigns or friendlier chatbots; it will come from AI that understands, anticipates, and acts in real time. The brands that win in the next five years will fuse AI and CX into a single operating system, one that learns from every interaction, adapts instantly, and delivers ...| CX Journey™
Leaders often look at easy fixes; the real breakthroughs in customer experience, employee experience, and culture are harder to measure, messier to confront, yet far more impactful.| CX Journey™
In financial services, trust has always been foundational. But today, it’s being redefined, not by brand reputation or policy language, but by how customers experience speed, control, and transparency in real time. According to Adobe’s report, “State of Customer Experience in Financial Services in an AI-Driven World,” 96% of financial services executives say customers value […]| Perficient Blogs
Content The best CX strategies don’t start with a survey or a scripted interview. They start with silence, listening without saying a word. Every day, customers leave a trail of unfiltered thoughts across the digital landscape: reviews, social posts, chat transcripts, and open-text survey responses. This unstructured feedback reveals more than a score ever could, […] The post Passive listening in CX: How to harness reviews, social posts, and unstructured data appeared first on Forsta.| Forsta
Underestimating language barriers, in a now global market, is a big mistake. When a German customer contacts your contact center and has to communicate in English to solve a problem, let’s assume, with his or her bank account, the likelihood that he or she will not be retained and may choose a new company increases […] L'articolo Multilingual customer service: strategies and technologies for call centers proviene da XCALLY.| XCALLY
Learn how a BPO contact center increased its efficiency and reduced operating costs through dynamic queue management with the XCALLY Queue Manager plugin.| XCALLY
Email remains one of the most effective tools for moving companies – essential for following up on quotes, confirming move details, and requesting customer reviews. Yet writing clear, engaging messages takes time that busy teams often don’t have. That’s where artificial intelligence comes in. With the right tools, movers can craft faster, more polished replies, […] The post How AI helps movers write better emails appeared first on Movers Development.| Movers Development
Customer Experience KPIs commonly track metrics including CSAT, NPS, and CES. Measuring these metrics can optimize your CX strategy for long-lasting success.| InMoment
