eglobalis
JUNE 17, 2025
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.
TechSee
JUNE 17, 2025
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.
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AWS Machine Learning
JUNE 17, 2025
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.
PeopleMetrics
JUNE 17, 2025
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
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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.
AWS Machine Learning
JUNE 17, 2025
Organizations manage extensive structured data in databases and data warehouses. Large language models (LLMs) have transformed natural language processing (NLP), yet converting conversational queries into structured data analysis remains complex. Data analysts must translate business questions into SQL queries, creating workflow bottlenecks. Amazon Bedrock Knowledge Bases enables direct natural language interactions with structured data sources.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
JUNE 17, 2025
This post is cowritten with Renyu Chen and Dev Tagare from Robinhood. Robinhood has been a pioneer and disruptor in the once staid world of online brokerages. Founded in 2013, the company transformed an industry better known for gatekeeping into an open platform accessible to all. Robinhood pioneered commission-free trading, and harnessed the power of technology and intuitive design to create a seamless and engaging experience for modern investors.
Thematic
JUNE 17, 2025
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.
ShepHyken
JUNE 17, 2025
While this isn’t formal research, I’ve asked many people the question, “What do you think is the most common question that customers ask employees?” I made the point that this isn’t about calling customer support; it’s a people-to-people interaction. Almost everyone answers correctly: “Where’s the bathroom?” If you were asked that every day – sometimes multiple times throughout the day – at what point would you start to act frustrated with any customer who asked you that question?
Steve DiGioia
JUNE 17, 2025
Many Alaskans were gearing up for a repeat of last year’s $1,702 Permanent Fund Dividend, but this June, that number is getting a major haircut. Thanks to a tense legislative session and ongoing budget battles, the 2025 payout has been trimmed to $1,112 per person, with the first round of checks and deposits hitting accounts on June 18. This dramatic cut reflects a compromise between lawmakers aiming to protect the state’s budget reserve while still delivering some form of relief to residents.
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.
DCX AI Today
JUNE 17, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders Date: June 17, 2025 • Read Time: Approx. 5 minutes 👋 Welcome Good morning! Today’s stories show how smart CX leaders use AI to move faster, personalize better, and scale without breaking trust. From luxury brands to airlines, the message is clear—AI works best when it quietly makes everything smoother. 📡 Signal in the Noise A human-centered AI surge —where speed, scale, and servi
Steve DiGioia
JUNE 17, 2025
Alaska residents are about to see a $1,702 deposit hit their bank accounts or mailboxes starting Wednesday, June 18, and if you’re one of the thousands approved for the state’s annual Permanent Fund Dividend (PFD), you’re in for a big summer bonus. While some are calling this a “stimulus-style” payment, it’s actually a guaranteed share of Alaska’s oil revenue—an annual cash payout that’s especially important in a time of high costs and inflation.
CSM Magazine
JUNE 17, 2025
Sabio’s Stuart Dorman addresses the UK National Contact Centre Awards Sabio Group is delighted to congratulate several of its customers on their outstanding successes at the UK National Contact Centre Awards. Sabio’s clients secured an impressive array of wins across numerous categories, demonstrating excellence in customer service, operational management, and innovation.
Steve DiGioia
JUNE 17, 2025
If you ever got an annoying robocall from Credit One Bank—or even a voicemail with a prerecorded message between 2014 and 2019—you could be entitled to a payout of up to $1,000 as part of a newly announced $14 million class action settlement. The case centers around Credit One allegedly violating the Telephone Consumer Protection Act (TCPA) by placing unauthorized calls using automatic dialing systems or prerecorded messages—sometimes even to people who were never customers.
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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.
Optimove
JUNE 17, 2025
See the difference control groups make in this guide Download Now Why it Matters: This episode of Decoded, featuring Google’s Neil Hoyne and Optimove’s Pini Yakuel, is a timely conversation on adaptability, organizational design, and the risks of doing nothing. It’s for marketers, strategists, and business leaders to ask a fundamental question: What will it take to become a faster, more customer-connected team, without losing control?
Steve DiGioia
JUNE 17, 2025
Social media is exploding with claims that a new $2,000 fourth stimulus check is just around the corner—but before you start checking your bank account, here’s the hard truth: there is no official stimulus approved or in motion as of June 2025. Despite hundreds of YouTube videos, TikToks, and clickbait blog posts hyping up a massive payout, Congress has not passed any law authorizing another round of direct federal payments.
NobelBiz
JUNE 17, 2025
In 2025, outbound call performance depends heavily on number reputation. Flagged or blocked numbers lead to missed connections, reduced trust, and lost revenue. Phone number remediation offers a proactive way to fix these issues through automated monitoring, number rotation, and carrier compliance—making it an essential safeguard for any contact center.
Steve DiGioia
JUNE 17, 2025
A $1,702 payment is landing in bank accounts starting Wednesday, June 18, 2025, and if you’re a resident of Alaska, this could be a much-needed boost right as summer begins. Many are calling it a “stimulus-style” check, but here’s the real story: it’s Alaska’s annual Permanent Fund Dividend (PFD), and it’s paying out big this year. If you filed on time and meet eligibility requirements, your money is coming soon.
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.
CSM Magazine
JUNE 17, 2025
LinkedIn carousels pull in three times more engagement than standard single-image posts, which explains why competent professionals are jumping on this format. The catch ? Most people freeze up when it comes to actually designing something that looks decent. That’s where AI enters to level the playing field. With these tools, you don’t have to take years to learn design to get carousels done.
Provide Support
JUNE 17, 2025
You should be careful while using emojis at work.
CSM Magazine
JUNE 17, 2025
The rapid evolution of generative AI, ranging from large language models (LLMs) to image and audio generators, has brought with it a new set of infrastructure demands. These models require massive computational power, fast I/O, scalable storage, and efficient networking to function at scale. As workloads grow, optimizing cloud infrastructure becomes not just a technical preference but a business imperative.
Forrester's Customer Insights
JUNE 17, 2025
In the fall, we announced that B2B buyer adoption of generative AI was outpacing expectations, with 89% of buyers using genAI in their buying process. Six months later, B2B providers are starting to see the impact in their metrics and facing urgent questions from their executive teams.
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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.
ECXO
JUNE 17, 2025
Frontline Empowerment as a CX Strategy Let the People Closest to the Action Lead the Experience Let’s be honest: when things go wrong in customer experience, they usually go wrong at the front. That’s where the tension lives. Where the magic should happen. And too often, it’s also where the energy dies—buried under scripts, approvals, red tape, and a fear of getting it wrong.
DCX
JUNE 17, 2025
Gain the CX AI Advantage Introducing DCX AI Today — a daily briefing designed for CX leaders who want to stay ahead of the curve with AI. AI news. AI prompts. Real CX progress. For AI Curious CX Leaders. It’s a free add-on newsletter for subscribers of Decoding Customer Experience. Here’s what you get: The latest AI news through the lens of customer experience Two fresh, practical AI prompts you can try that day All in under 5 minutes , Monday through Friday 👉 To get it
Forrester's Customer Insights
JUNE 17, 2025
With AI-powered search expected to drive at least 20% of B2B organic traffic before the end of 2025, providers want to re-direct their efforts to ensure they appear in zero click search. Traditionally search engine optimization has been the responsibility of the digital and content teams.
Forrester's Customer Insights
JUNE 17, 2025
In today’s hyper-connected buildings, cybercriminals don’t need grappling hooks or disguises—just a vulnerable thermostat or door lock to breach your defenses and disrupt your operations.
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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.
Forrester's Customer Insights
JUNE 17, 2025
It’s a new media agency landscape. The last six months have witnessed more change in media agencies than what’s occurred over the last six years.
Forrester's Customer Insights
JUNE 17, 2025
Infosecurity Europe 2025 celebrated its 30th anniversary in London, with 338 exhibitors and over 13,000 attendees. After the high-energy, hyper-branded chaos of RSA Conference in San Francisco, the contrast couldn’t have been starker.
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