Author: Zuha
Zuha
Zoha Peerbhoy is a seasoned editor with over a decade of experience in editorial strategy. She currently serves as a senior editor and content strategist for CX TechBuzz, a media initiative by TechBuzz Media. Zoha enjoys reading, traveling, and baking in her spare time.
Imagine that you own a business. How much easier would it be to operate if you knew exactly what your customers think the moment they interact with your brand, whether they’re raving on social media or complaining about something they didn’t like? This is actually achievable with Voice of the Customer (VoC) in 2025, especially when it’s supercharged by AI. VoC is all about capturing what customers feel, need, and expect, which helps businesses make their products and services better. AI tools like chatbots and sentiment analysis also help businesses listen smarter and act faster. However, despite the benefits and…
Introduction Businesses are increasingly focusing on making every customer interaction, whether it’s a tailored email, a chatbot response, or a call center reply, feel more personal and instant. This is made possible through Customer Data Platforms (CDPs), which have evolved from marketing tools into enterprise-wide hubs for unified customer data. Simply put, CDPs consolidate and manage customer data, making it much easier for businesses to personalize and improve customer experiences. It was estimated that over 463 exabytes of data would be generated daily worldwide by 2025, which indicates the need for CDPs to manage customer data. It also explains why…
In an era where remote work and hybrid models dominate, imagine if a team scattered across continents can still easily brainstorm ideas as if in the same room. This can be easily achieved through digital workplace services, which include managed platforms, consulting, and support for collaboration tools. By breaking down communication barriers, they help improve workplace collaboration and team productivity. In 2025, with AI and hybrid trends accelerating, digital workplace services will play a significant role in helping businesses foster innovation and agility. This article delves into how these services break down silos, enhance workplace collaboration tools, and drive teams…
Imagine sending a customer a bill that’s late, poorly formatted, or worse, sent to the wrong email address. In today’s fast-paced, customer-driven world, these missteps can erode trust and loyalty in seconds. Customer Communications Management (CCM) is the solution, helping businesses deliver clear, personalized, and timely messages across channels like email, text, and print. But implementing a CCM system isn’t a plug-and-play process; it’s a journey that requires careful planning and execution. This article offers a clear, step-by-step roadmap to guide your enterprise from selecting a CCM platform to achieving lasting success, ensuring your communications hit the mark every time.…
The AdTech Platform market is undergoing a transformative phase, driven by AI advancements, seamless integrations, and a growing need for aligned sales and marketing strategies. QKS Group, formerly Quadrant Knowledge Solutions, has released its SPARK Matrix™ for 2025, evaluating vendors on Technology Excellence and Customer Impact. Comparing this with the 2024 edition reveals significant shifts in vendor standings. Market Overview: AdTech in 2024 and 2025 The AdTech Platform market has evolved rapidly, driven by the demand for sophisticated programmatic buying, data management, and multi-channel campaigns. The 2024 SPARK Matrix™ established a competitive landscape where emerging technologies began reshaping advertising. In…
Introduction Looking back at what online shopping used to be a few years ago, it would be clear to any onlooker that the entire process has become much smoother now. Online shopping today would look like this: a potential customer is browsing through an app/website for shoes when a text pops up with a discount code for the shoes in their cart, followed by a chatbot answering their sizing questions in seconds. This seamless, instant connection is due to Communications Platform as a Service (CPaaS) in retail. CPaaS allows retailers to weave real-time communication, like SMS, voice, video, or chat,…
In a digital economy, a good customer experience (CX) is considered a key differentiator. Consequently, brands are required to do more than simply “listen” to their customers; they must understand and respond in real time. However, many organizations still treat Voice of the Customer (VoC) feedback as a passive data stream, isolated from the systems that could act on it. Meanwhile, Customer Data Platforms (CDPs) sit on a goldmine of behavioral insights, but often lack direct input from what customers actually say. This means that an ideal approach would be a unified feedback loop by integrating VoC with CDP integration.…
If ads have changed over time, it’s because advertising strategies have been evolving. We now have technologies that are completely changing how things operate, and AdTech is no exception. Here are the trends that are shaping the AdTech Landscape in 2025: 1. The Decline of Third-Party Cookies Cookies have long since been used to track users’ browsing history and online behavior across different websites for targeted advertising. Once users started to become more aware of the risks associated with their data being collected without their knowledge and consent, including alarming implications like gathering financial data and impersonating users, a serious…
The Customer Loyalty Solutions (CLS) market is undergoing a remarkable transformation, driven by the demand for personalized engagement, omnichannel experiences, and cutting-edge technologies like AI. The SPARK Matrix™ by QKS Group, formerly Quadrant Knowledge Solutions, provides a detailed evaluation of this dynamic landscape, assessing vendors on Technology Excellence and Customer Impact. Let’s explore the shifts in vendor positioning between the 2024 and 2025 editions, released in Q2 of each year, and what these changes signify for the industry, based on the 2024 and 2025 SPARK Matrix™ reports. Market Overview: CLS in 2024 and 2025 The Customer Loyalty Solutions (CLS) market…
A decade ago, Account-Based Marketing (ABM) was a promising idea, targeting high-value accounts with laser focus. But it was slow, manual, and expensive. Fast forward to 2025, and it’s getting a serious upgrade. With AI, ABM has become smarter, faster, and finally scalable. This article will cover how AI enhances ABM at every stage, from targeting and lead scoring to personalization and conversion. From Strategy to Orchestration: The ABM Bottleneck Traditional ABM strategies excel at aligning sales and marketing teams around key accounts. But the key challenge has long been operational scale: According to the 2024 study ‘Artificial Intelligence and…