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How employee experience drives customer satisfaction

Martech

The correlation between EX and CX A 2022 Harvard Business Review study examined a large global retailer whose business relied on customer-facing employees. A deeper conversation with my contacts revealed that employees felt their voices were not heard and that they did not feel valued.

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AI agents: 2025 predictions

Martech

While 2022-2024 saw companies making splashy AI announcements and conducting broad and, in some cases, performative experiments, 2025 will mark the year when AI must prove its ROI. Nearly all those organizations surveyed by Invoca said they will increase investments in the year ahead.

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Internal linking for bloggers: 9 mistakes to fix immediately

Search Engine Land

Google’s John Mueller touched on this specifically in this Office Hours Hangout from 2022, calling internal linking “super critical for SEO success.” To fix this, contact your host and have it scan your site to fix it at scale. Use internal linking! Google has been vocal about the importance of Internal linking for years.

UX
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Survey: User satisfaction with Google grows in 2024

Search Engine Land

Google’s low was 75 , in 2022. ” Results are based on 8,940 completed surveys by customers chosen at random, contacted via email, between July 2023 and June 2024. Its ACSI score increased to 81, up from 80 in 2023. Google’s ACSI score has varied through the years. Google’s high was 86 in 2008 and 2009.

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New Ways to Reach, Influence, and Close More Deals with Intent Data

Speaker: Ardath Albee, B2B Marketing Strategist and CEO of Marketing Interactions

Most buyers today spend approximately two-thirds of their journey digitally and anonymously before contacting vendors directly. July 20th, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm GMT. Intent data can help B2B marketers reach active buyers earlier, influence their journey, and close more deals.

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The 10 Best SaaS CRM Software

Hubspot

I distinctly remember the day I learned about CMRs: I was using a spreadsheet for my contact management, and I felt like other people maintained their networks better by sheer luck. 2022's Great Resignation increased tech's employee turnover rate by more than 600% , and that‘s only one of the hiccups we’ve experienced in the 2020s.

CRM
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Genesys Files to IPO. Will 2025 Be The Year Of The “It’s Just Time” IPO?

SaaStr

Others will have to accept much lower returns, at least for folks that invested in 2020-early 2022. The Cloud came, and leaders like Talkdesk and Dialpad emerged to take large market share, and older folks like RingCentral and Five9 also rolled out Cloud contact centers. It’s just time. It just filed to IPO.