eglobalis
JULY 14, 2025
In today’s B2B landscape, customers’ expectations of technology and telecommunications providers are higher and broader than ever. Recent surveys by McKinsey and Capgemini reveal that business buyers aren’t just looking for basic connectivity or low prices – they are seeking strategic partners who can deliver integrated solutions, innovation, and exceptional service across the board.
ECXO
JULY 11, 2025
Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution A Brief Introduction to the Origins of Personalization The concept of personalization in marketing took shape in the early 1990s as businesses began shifting from mass communication models toward individual, data-driven engagement. With the rise of customer databases, CRM systems, and emerging digital platforms, the ability to tailor communications and offerings at scale became feasible.
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eglobalis
JULY 8, 2025
Introduction: Navigating the AI-Driven CX Revolution Artificial intelligence (AI) is fundamentally reshaping customer experience (CX), and although we are only witnessing the initial stages, its rapid evolution already signals revolutionary changes ahead. Executives worldwide increasingly recognize the profound potential of AI through advanced algorithms , machine learning (ML), natural language processing (NLP), and generative AI technologies.
CX Journey
JULY 9, 2025
Employee Experience is a business imperative, not an HR project. For too long, employee experience (EX) has been treated as a peripheral concern: an HR project, a culture initiative, or a morale booster. That mindset is not only outdated – it’s expensive. In today’s highly competitive, talent-constrained, and AI-disrupted world, EX is a strategic lever that touches everything, including productivity, customer experience, innovation, retention, and brand reputation.
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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.
Calabrio
JULY 8, 2025
Analytics Contact Center AI Auto QM Demystified: What Contact Center Leaders Need to Know Share Book a demo Let’s get started AI-powered Quality Management (QM) is rapidly transforming the way contact centers approach performance, customer experience, and agent coaching. During our recent webinar on Auto QM , we heard from dozens of contact center leaders eager to understand what this technology means for their teams, their customers, and their business outcomes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 8, 2025
Earlier this year, I wrote a Forbes article celebrating the 50th anniversary of the famous Nordstrom story in which a man wanted to return a set of used tires – even though Nordstrom never even sold tires. That fact didn’t stop the employee from giving the customer a refund. Right or wrong, that story is still talked about 50 years later! I’ve mentioned this story in the past, and the point is that stories like these become legends inside an organization, and if the brand is lucky, they may e
AWS Machine Learning
JULY 9, 2025
Businesses often face challenges in managing and deriving value from their data. According to McKinsey , 78% of organizations now use AI in at least one business function (as of 2024), showing the growing importance of AI solutions in business. Additionally, 21% of organizations using generative AI have fundamentally redesigned their workflows, showing how AI is transforming business operations.
PeopleMetrics
JULY 8, 2025
You’ve designed your NPS survey. You’re asking the right customers, at the right time, in the right way. But what do you do with the results? Too many teams stop at reporting the NPS score. They miss the real point: the NPS score is only the signal, the “why” behind the score is what drives real action. If you want to move up the curve, from Foundational to Mature and eventually Elite, you need to capture, analyze, and share the NPS insights from your customers.
Alida
JULY 14, 2025
While economic uncertainty is a headwind for the Mergers & Acquisitions (M&A) market in 2025, the number of corporate deals remains consistent with the previous year, according to Ernst & Young ¹.
Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive
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 experts Brendan Sweeney and David Phelan 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.
Steve DiGioia
JULY 8, 2025
Millions of seniors counting on their next Social Security cost-of-living adjustment (COLA) might be in for a nasty surprise. While the COLA is usually seen as a financial lifeline, early projections for **2026 point to an increase so small, it could actually leave retirees worse off — thanks to rising Medicare premiums, higher taxes, and persistent price hikes on everyday essentials.
ShepHyken
JULY 14, 2025
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. A Million Customer Conversations with AI Agents Yielded This Surprising Lesson by Vala Afshar (ZDNET) Salesforce began with a restricted rollout and targeted content, allowing us to learn quickly, iterate, and enhance the system.
AWS Machine Learning
JULY 8, 2025
Today, we’re excited to announce a significant improvement to the developer experience of Amazon Bedrock : API keys. API keys provide quick access to the Amazon Bedrock APIs, streamlining the authentication process so that developers can focus on building rather than configuration. CamelAI is an open-source, modular framework for building intelligent multi-agent systems for data generation, world simulation, and task automation.
Adrian Swinscoe
JULY 8, 2025
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of a better employee experience – Interview with Annette Franz first appeared on Adrian Swinscoe.
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.
PeopleMetrics
JULY 11, 2025
You’ve asked your customers the right questions. You know your score. You understand the “why.” You’re sharing what you learn with your teams. You have now gone from foundational to mature. So, what’s next? How do you move into the “elite” category of NPS programs? If you want your NPS program to actually drive loyalty (not just measure it) you have to close the loop.
Steve DiGioia
JULY 8, 2025
If you’re working a job in California right now, or planning to, you may be missing out on hundreds of dollars each month — simply because you don’t know the latest wage laws. In 2025, California isn’t just raising the bar — it’s setting new records when it comes to protecting workers’ pay. But here’s the twist: where you live, and even where you flip burgers , could make your hourly rate shoot past $20 an hour.
Customer Think
JULY 11, 2025
For 76 years, Medtronic has continuously transformed the global health landscape by building a culture that puts purpose, precision, and patients at the core.
AWS Machine Learning
JULY 10, 2025
The rapid growth of generative AI technology has been a catalyst for business productivity growth, creating new opportunities for greater efficiency, enhanced customer service experiences, and more successful customer outcomes. Today’s generative AI advances are helping existing technologies achieve their long-promised potential. For example, voice-first applications have been gaining traction across industries for years—from customer service to education to personal voice assistants and agents.
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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.
Thematic
JULY 14, 2025
Why guess what your users truly want when they’re already telling you? Every star rating you collect, every support ticket you log, and every tweet you scan holds a clue to building something people love. Voice of customer research powers a continuous feedback engine, delivering insights that drive smarter roadmaps and happier customers. In this guide, you’ll discover exactly how to: Gather feedback at scale.
PeopleMetrics
JULY 10, 2025
By now, you’ve built a solid NPS foundation: you’re asking the right customers, at the right time, with a survey designed to give you more than just a number. You’ve done the work to dig into the “why” behind your NPS score. But there’s a common place where even good programs stall out: sharing the results inside your company in a way that people trust, understand, and want to act on.
Steve DiGioia
JULY 8, 2025
Millions of low-income Americans are gearing up for one of the biggest online sales of the year — Amazon Prime Day 2025, happening July 9–10. But if you’re one of the nearly 42 million people receiving SNAP benefits and wondering whether you can join in on the savings using your EBT card, here’s the good news: you can — but there’s a catch. What You Can Buy with EBT on Amazon Amazon now accepts EBT cards for SNAP-eligible purchases — and that includes grocery items you can buy online, even durin
CX Network
JULY 11, 2025
Customer Experience Inspiration and Insight Content CX Reports CX Guides News Articles Interviews Videos Webinars White Papers Content Hubs Insight by Coveo Insight by Cyara Insight by Freshworks Insight by Genesys Insight by NICE Insight by Qualtrics Insight by Sprinklr Insight by SurveyMonkey Insight by Talkdesk Insight by Twilio Insight by Zendesk Insight by Zoom CX Replay Videos CX All Access & Events All Access: Free CX Webinar Series Conferences Exchanges Webinars Sponsorship About Abo
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.
AWS Machine Learning
JULY 11, 2025
In Part 1 of this series, we explored how Amazon’s Worldwide Returns & ReCommerce (WWRR) organization built the Returns & ReCommerce Data Assist (RRDA)—a generative AI solution that transforms natural language questions into validated SQL queries using Amazon Bedrock Agents. Although this capability improves data access for technical users, the WWRR organization’s journey toward truly democratized data doesn’t end there.
CSM Magazine
JULY 8, 2025
Customer service departments face mounting pressure to deliver faster, more accurate support while managing increasing volumes of inquiries. Manual testing processes often create bottlenecks that slow down service improvements and frustrate both customers and support teams. Automation testing offers a powerful solution to these challenges, enabling businesses to enhance their customer service operations through improved efficiency, accuracy, and scalability.
Upstream Works
JULY 8, 2025
Discover how businesses can balance contact center AI and automation with humanized service to enhance customer experiences and efficiency. The post Live Video CX: 3 Use Cases You Need to Know appeared first on upstreamworks.com.
Steve DiGioia
JULY 8, 2025
If you’re a retiree expecting your Social Security payment today, Wednesday, July 9, you’re not alone — and you may be wondering exactly how much money should be landing in your account. With cost-of-living adjustments pushing benefits higher in 2025, this month’s checks are bigger than ever. But here’s the thing: not everyone will receive the same amount — and if you’re not careful, you might not even realize if you’re being shortchanged.
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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.
DCX AI Today
JULY 11, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders DCX AI TODAY 🗓️ July 11, 2025 ⏱️ Read Time: ~5 minutes 👋 Welcome There's a quiet shift happening in how companies think about AI in customer experience. Past the headlines and pilot programs, we're starting to see what actually works when you move from experimenting to scaling. 📡 Signal in the Noise This week brings concrete results from companies that moved beyond proof-of-concepts.
AWS Machine Learning
JULY 8, 2025
In this post, we demonstrate how to build an end-to-end solution for text classification using the Amazon Bedrock batch inference capability with the Anthropic’s Claude Haiku model. Amazon Bedrock batch inference offers a 50% discount compared to the on-demand price, which is an important factor when dealing with a large number of requests. We walk through classifying travel agency call center conversations into categories, showcasing how to generate synthetic training data, process large volume
CSM Magazine
JULY 10, 2025
Customer expectations have changed. Today, people don’t just want help—they want help that feels personal. That’s why more companies now use CRM to personalize every interaction. After choosing the right CRM system, service agents remember customer details, follow up faster, and treat each contact like a continuation of the last. Let’s walk through how to use your CRM to create more tailored conversations that build loyalty and improve satisfaction.
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