Trending Articles

article thumbnail

Agentic AI and Behavioural Journey Mapping: Designing for Customer Intent, Not Just Actions

eglobalis

Introduction: From Reactive CX to Journey Orchestration Over the past decade, customer experience (CX) strategy has largely revolved around mapping observable behaviours. Journey mapping platforms track page clicks, chat interactions, product views—but these reflect actions, not intent. This leaves even the best- designed experiences reactive , disconnected, and slow to adapt.

article thumbnail

The New Reality: What’s Pressuring Global CX Leaders Today?

CX Journey

A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership , including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address and build on because customer experience has often been viewed as a soft functional discipline, centered around surveys, journey maps, and service touchpoints.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

16 Best Practices To Improve Customer Experience (CX) in Call Centers

InMoment XI

Your call center has the power to shape how customers feel about your brand. Every interaction, whether it’s handling customer inquiries, resolving complaints, or acknowledging compliments, is a moment that can build trust or break it. And in a fast-paced environment, it’s not just about speed. It’s about delivering a contact center experience that balances efficiency and empathy.

article thumbnail

How to Build a Workforce Management Plan

Calabrio

Workforce Management How to Build a Workforce Management Plan Jump ahead Key Takeaways What Is a Workforce Management Plan? The Benefits of Strategic Workforce Management Core Steps to Building Your Workforce Management Plan Implementing Your Workforce Management Plan Common Workforce Management Challenges and Solutions Closing Thoughts: Take Your Workforce Management to the Next Level with Calabrio Share Book a demo Let’s get started Contact center leaders know the familiar cycle all too well:

article thumbnail

How to Coach Reps on Overcoming Sales Objections with Confidence

Speaker: Brendan Sweeney, VP of Global Sales at Allego

In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry expert Brendan Sweeney for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.

article thumbnail

Research Week Reflections: Leadership, Taking Credit, and Opportunity in Today’s Insight Landscape

Alida

Big thanks to the team at Learners for putting on a fantastic Research Week event in San Francisco. It was energizing to be in a room full of insight professionals from companies like Airbnb, Google, Meta, and Okta, all sharing their experiences, struggles, and ideas for what’s next in our field.

130
130

More Trending

article thumbnail

How Apollo Tyres is unlocking machine insights using agentic AI-powered Manufacturing Reasoner

AWS Machine Learning

This is a joint post co-authored with Harsh Vardhan, Global Head, Digital Innovation Hub, Apollo Tyres Ltd. Apollo Tyres , headquartered in Gurgaon, India, is a prominent international tire manufacturer with production facilities in India and Europe. The company advertises its products under its two global brands: Apollo and Vredestein, and its products are available in over 100 countries through a vast network of branded, exclusive, and multiproduct outlets.

Analysis 116
article thumbnail

Why the Visual Layer Is the Missing Piece in AI Orchestration

TechSee

AI orchestration is supposed to be the brain of your service stack—connecting bots, workflows, agents, and data streams into one intelligent system. But many enterprises are discovering that their orchestration platforms are operating with a critical blind spot: they don’t know what’s actually happening on the ground. Text entries, CRM tags, and keyword-based workflows offer structure—but not context.

article thumbnail

How I came around on the ROI of CX

Zeisler Consulting

One could say that I’ve been a bit schizophrenic about the idea of a Return On Investment for Customer Experience. I may be a bit more charitable to myself and say that I continue to evolve on “the ROI question.” One of the first things I ever did as a CX “thought leader” was a video for the CXPA imploring CX leaders to tie their endeavors and CX-based metrics directly to those of the overall enterprise.

ROI 93
article thumbnail

209: Achieving NPS Growth Through Client Engagement

The DiJulius Group

Achieving NPS Growth Through Client Engagement Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative ‘Moments Matter’ initiative. They discuss the framework’s three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in.

NPS 93
article thumbnail

How AI Is Transforming IT in 2025: A Playbook for Smarter IT Ops

IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

article thumbnail

Top 5 Customer Service & CX Articles for Week of June 16, 2025

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. NiCE Research Reveals Customer Service Happiness Is Rising by Contact Centres (Contact Centres) NiCE’s 2025 Global Happiness Index reveals that consumers are now experiencing the benefits of AI in CX, and 69% trust AI-powered companies as much, or even more, than those wit

article thumbnail

Build generative AI solutions with Amazon Bedrock

AWS Machine Learning

Generative AI is revolutionizing how businesses operate, interact with customers, and innovate. If you’re embarking on the journey to build a generative AI-powered solution, you might wonder how to navigate the complexities involved from selecting the right models to managing prompts and enforcing data privacy. In this post, we show you how to build generative AI applications on Amazon Web Services (AWS) using the capabilities of Amazon Bedrock , highlighting how Amazon Bedrock can be used at ea

article thumbnail

Dirty Data Is Killing AI — How Visual Intelligence Makes Agentic AI Work Today

TechSee

Everyone wants to deploy AI. But here’s the dirty secret: most AI systems aren’t failing because the algorithms are weak. They’re failing because the data is. According to Gartner, up to 85% of AI projects fail due to poor data quality, not model design. AI can only be as smart as the information it’s fed. And in enterprise customer service, that data is often incomplete, mislabeled, or missing critical context.

Data 109
article thumbnail

How Leading Firms Implement CX Metrics to Reduce Churn, Drive Value, and Scale Growth

Customer Think

Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficiency and loyalty. But where should a company begin? Which metrics matter, and how can they be implemented in a way that delivers real impact, not vanity?

Metrics 74
article thumbnail

Breaking The Commerce Bottleneck: Your SAP Exit Plan Starts Now

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

article thumbnail

CX, Continuous Improvement, and the Little Big Things

Daniel Group

This blog explores how seemingly minor details—like phone routing and signage—can significantly impact customer experience and why continuous improvement is key to closing those gaps. Too often, we overlook the “little” things that have a big impact on customer experience—things like building appearance, signage, and phone routing. To illustrate, here’s a personal example.

article thumbnail

Samsung’s Speed, Simplicity, and Service with Mark Williams

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a brand turn customer service interactions into opportunities for brand loyalty? What are the benefits of proactive customer service? How does smart technology enhance the overall customer experience? What role does customer feedback play in improving the overall service experience?

article thumbnail

Innovate business logic by implementing return of control in Amazon Bedrock Agents

AWS Machine Learning

In the context of distributed systems and microservices architecture, orchestrating communication between diverse components presents significant challenges. However, with the launch of Amazon Bedrock Agents , the landscape is evolving, offering a simplified approach to agent creation and seamless integration of the return of control capability. In this post, we explore how Amazon Bedrock Agents revolutionizes agent creation and demonstrates the efficacy of the return of control capability in or

article thumbnail

Gen Next: Winning the Future Market Article #7: The Future Is Human: Why Soft Skills Matter More Than Ever

PeopleMetrics

Even in the age of AI, Gen Z and Millennials want empathy, not just efficiency. These generations might be the most tech-savvy in history. But beneath the speed, automation, and AI fluency is a deeper, often overlooked truth: They crave emotional connection. They evaluate leadership on self-awareness. They want to feel heard, not just helped. According to the 2025 Deloitte Gen Z and Millennial Survey: 67% of Gen Zs and 71% of Millennials say they feel stressed or anxious most of the time Fewer t

article thumbnail

Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

article thumbnail

$12,000 Stimulus Buzz in 2025: How Tax Credits Could Deliver a Massive Refund

Steve DiGioia

In 2025, headlines are swirling about “$12,000 stimulus payments” — and while it’s not technically a fourth federal stimulus check, the rumors are based on real money you might be able to claim. Thanks to a combination of tax credits at the federal and state level, many low- to moderate-income families could receive up to $12,000 in refunds. But this isn’t some overnight deposit; it’s a series of stacked benefits—some automatic, some you must file to receive.

Brands 130
article thumbnail

Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI

Adrian Swinscoe

Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI first appeared on Adrian Swinscoe.

article thumbnail

How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts

Blake Morgan

                                                                                                           Modern CX leadership isn’t about dashboards. It’s about action, visibility, and adaptability at scale. On this episode of The Modern Customer Podcast , I sit down with Derek De Salvia , Chief Customer Officer and EVP at Hilton Grand Vacations.

article thumbnail

Extend your Amazon Q Business with PagerDuty Advance data accessor

AWS Machine Learning

This blog post is co-written with Jacky Leybman from PagerDuty. As organizations scale their digital operations, they face unprecedented challenges in managing and extracting value from their vast data ecosystems, particularly when it comes to data accessibility and quality. The complexity of modern IT operations demands solutions that can efficiently integrate, process, and deliver actionable insights.

Data 88
article thumbnail

Making the Moment: The Art of Creating Events That Drive Results

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

article thumbnail

Gen Next: Winning the Future Market Article #9: The Experience Generation: What Gen Z and Millennials Expect (That Most Brands and Employers Still Don’t Get)

PeopleMetrics

Even if you missed the rest of the series, read this one! This is the final post in our blog series unpacking the most important shift facing brands and employers today: Gen Z and Millennials are no longer “the future,” they are the now. These generations don’t just consume experiences, they curate, judge, and share them. They’re savvy, sensitive to purpose, shaped by financial stress, and raised in a world of instant access and constant change.

62
article thumbnail

$2,000 or Nothing! The Truth About the 2025 Child Tax Credit That Parents Need to Know

Steve DiGioia

Millions of American families are counting on the $2,000 child tax credit this year—but with legislative changes looming and rumors flying, many parents are wondering: will they still qualify, and how much of that credit will actually land in their bank accounts? If you’re raising kids in 2025, the answer could seriously impact your refund. With tax season approaching for the 2024 tax year (filed in 2025), the Child Tax Credit (CTC) remains a major source of relief for working families.

Banking 130
article thumbnail

Build or Buy? A Quick Decision Matrix for AI-Powered Feedback Analysis

Thematic

If you’re grappling with how to apply AI to customer feedback, you’re not alone. Many teams wonder whether to build a custom solution or buy an off-the-shelf tool for feedback analytics. It’s not a simple yes/no choice. The reality is more nuanced: some parts might be worth building in-house, while others are better to outsource.

article thumbnail

How to Use Positive Positioning to De-escalate with Customers

CSM Magazine

Dealing with upset customers is one of the most challenging aspects of customer-facing roles. Yet, offering stellar customer service hinges on the ability to remain calm, empathetic, and solution-oriented during moments of escalation. The technique of positive positioning is a highly effective strategy that can help de-escalate tense situations while maintaining customer satisfaction and loyalty.

52
article thumbnail

Turn Your Contact Center Into a Profit Machine with AI

Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

article thumbnail

How Anomalo solves unstructured data quality issues to deliver trusted assets for AI with AWS

AWS Machine Learning

This post is co-written with Vicky Andonova and Jonathan Karon from Anomalo. Generative AI has rapidly evolved from a novelty to a powerful driver of innovation. From summarizing complex legal documents to powering advanced chat-based assistants, AI capabilities are expanding at an increasing pace. While large language models (LLMs) continue to push new boundaries, quality data remains the deciding factor in achieving real-world impact.

Data 88
article thumbnail

Gen Next: Winning the Future Market Article #8: Economic Anxiety Is Real: What Financial Insecurity Means for Engagement, Retention, and Brand Trust

PeopleMetrics

Gen Z and Millennials are optimistic, ambitious … and quietly exhausted by money stress. On the surface, younger generations look confident. They’re building personal brands, launching side hustles, embracing tech/AI, and pushing for change. But underneath that hustle is a harder truth: They’re carrying more financial anxiety than any generation before them at the same age.

article thumbnail

Stimulus Check 2025 Alert: Federal Payment Rumors vs. State Cash You Can Actually Get

Steve DiGioia

Social media is buzzing with claims that the federal government is sending out new $2,000 stimulus checks in 2025—but before you start refreshing your bank account, here’s the truth: no such check has been approved. Despite what viral posts and videos might suggest, there’s no official legislation, no announcement from the IRS, and no plans in Congress for a fourth federal stimulus payment.