eglobalis

JUNE 10, 2025

Introduction In the rapidly evolving landscape of enterprise technology, Experience Design (XD) is no longer just about aesthetics or usability—it’s about strategic differentiation and tangible business outcomes. Artificial Intelligence (AI) is reshaping the design process by automating routine tasks, uncovering nuanced user insights, and enabling real-time, hyper-personalized experiences.

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Innovation B2B Case Study User Experience 324

AWS Machine Learning

JUNE 10, 2025

AI agents are transforming the landscape of customer support by bridging the gap between large language models (LLMs) and real-world applications. These intelligent, autonomous systems are poised to revolutionize customer service across industries, ushering in a new era of human-AI collaboration and problem-solving. By harnessing the power of LLMs and integrating them with specialized tools and APIs, agents can tackle complex, multistep customer support tasks that were previously beyond the reac

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Multi-Channel Policies System Ecommerce 111

TechSee

JUNE 10, 2025

Customer service isn’t just a cost center—it’s a differentiator. And in 2025, ADT is proving what’s possible when innovation meets intentionality. With over 2.6 million virtual sessions completed and industry-leading customer satisfaction, ADT didn’t just win a Stevie Award for innovation in customer service—they set a new benchmark for what modern support can look like.

Net Promoter Score 109

Net Promoter Score Insurance Innovation Customer Centricity 109

AWS Machine Learning

JUNE 10, 2025

As organizations embrace generative AI, they face critical challenges in making sure their applications align with their designed safeguards. Although foundation models (FMs) offer powerful capabilities, they can also introduce unique risks, such as generating harmful content, exposing sensitive information, being vulnerable to prompt injection attacks, and returning model hallucinations.

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Insurance Healthcare Policies Knowledge Base 113

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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.

Roadmap

ShepHyken

JUNE 10, 2025

Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately crossed your mind? What did you think about the restaurant? For most of us, our thoughts jump to, “If they can’t keep their bathroom clean, what is their kitchen like?” I call this the Bathroom Experience , a powerful metaphor for how seemingly minor details can dramatically impact customers’ perceptions of a business.

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Customer Experience Hotels Customer Service Training Customers 92

AWS Machine Learning

JUNE 10, 2025

E.ON —headquartered in Essen, Germany—is one of Europe’s largest energy companies, with over 72,000 employees serving more than 50 million customers across 15 countries. As a leading provider of energy networks and customer solutions, E.ON focuses on accelerating the energy transition across Europe. A key part of this mission involves the Smart Energy Solutions division, which manages over 5 million smart meters in the UK alone.

Video 66

Video Analysis Innovation System 66

Steve DiGioia

JUNE 10, 2025

If you’re collecting Social Security, there’s some exciting news to kick off your summer. June 2025 is delivering some of the highest Social Security payments in U.S. history, with many beneficiaries now receiving close to—or even over—$2,000 per month. Thanks to the massive 8.7% Cost-of-Living Adjustment (COLA) that kicked in earlier this year, retirees, SSDI recipients, and SSI beneficiaries are all seeing significantly larger checks in their bank accounts.

Banking 130

Banking Healthcare 130

PeopleMetrics

JUNE 10, 2025

They don’t want to be managed. They want to be mentored, inspired, and heard. Gen Z and Millennials aren’t just reshaping what it means to be a consumer. They’re also rewriting the rules of leadership. These generations grew up with access to information, constant feedback loops, and communities that reflect their values. They’ve been empowered to speak up, ask why, and challenge outdated systems.

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Leadership Management Marketing Employee Engagement 62

Steve DiGioia

JUNE 10, 2025

In a move that’s making headlines across the Golden State, California is officially launching monthly stimulus-style payments to thousands of low- and middle-income families beginning this June. With checks ranging from $500 to $1,100 per month, and a special $725/month pilot program already rolling out in Sacramento, this could be the biggest direct cash relief since the pandemic-era federal checks.

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Transportation How To Government Banking 130

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.

Sales

AWS Machine Learning

JUNE 10, 2025

Customers are increasingly using generative AI to enhance efficiency, personalize experiences, and drive innovation across various industries. For instance, generative AI can be used to perform text summarization, facilitate personalized marketing strategies, create business-critical chat-based assistants, and so on. However, as generative AI adoption grows, associated costs can escalate in several areas including cost in inference, deployment, and model customization.

Strategy 85

Strategy Metrics Resources System 85

Thunderhead

JUNE 10, 2025

Leading hospitality, retail, and financial services brands are going beyond NPS with these better and more complete customer experience management metrics. You know the saying, “You can never have too much of a good thing”? Well, turns out that doesn’t apply to Net Promoter Score℠, or NPS®. Once the preferred metric for measuring customer experience (CX), it’s beginning to outlive its usefulness.

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Hospitality NPS Customer Experience Management Financial 52

CSM Magazine

JUNE 10, 2025

Growth is exciting. It means your business is working. More customers are showing up. Sales are climbing. But there’s one part that gets tricky fast—customer care. If you’re not ready, things can break. Fast. People want fast help; they want clear answers. They want someone to fix things when they go wrong. As your customer list grows, so does the need for solid support.

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Customer Care How To Training Customers 52

DCX

JUNE 10, 2025

Gain the AI Advantage Yesterday, I launched DCX AI Today — a daily briefing designed for CX leaders who want to stay ahead of the curve with AI. 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 delivered to your inbox each morning if you’re alrea

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Company Self Service Leadership NPS 52

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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.

Case Study

CSM Magazine

JUNE 10, 2025

When you’re managing multiple franchise units in a competitive marketplace, delivering consistent and outstanding customer service becomes even more critical. But how do you go from simply “good enough” to “outstanding”? This guide dives into practical, effective strategies for franchise owners to elevate their customer care game.

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Customer Care Net Promoter Score Self Service Effort Score 52

DCX AI Today

JUNE 10, 2025

AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders Date: June 10, 2025 •  Read Time: Approx. 5 minutes 👋 Welcome to DCX AI Today The pressure to "do something with AI" is intense. But most AI projects feel like science experiments that never graduate. You’re stuck between showing ROI and not wanting to launch a robotic, soul-crushing experience.

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Effort Score ROI Customer Journeys Brand Values 52

CSM Magazine

JUNE 10, 2025

In today’s service-driven economy, customer experience (CX) is more than a support function—it’s a competitive differentiator. While customer service and marketing have traditionally operated in silos, modern businesses are recognising the value in unifying these departments. Aligning digital marketing with customer service can lead to more personalised engagement, stronger brand consistency, and ultimately, happier customers.

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Marketing Customer Experience Video Advertising 52

Optimove

JUNE 10, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: In reading this blog post and accompanying report, marketers will gain actionable insights into shifting consumer behaviors and how to adjust campaigns in real time for maximum impact. With concerns about inflation and tariffs influencing shopping decisions, the blog shows how empathy-driven strategies, omnichannel personalization, and clear communication can build trust and drive conversion.

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Marketing Omni-Channel Gamification Loyalty Programs 52

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.

Roadmap

Blake Morgan

JUNE 10, 2025

                                                                                                          What does half a billion minutes of AI-powered customer service calls sound like ? On this episode of The Modern Customer Podcast, I chat with Benjamin Gleitzman , CTO and co-founder of Replicant.

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Customer Service Training Training Customer Service Customer Experience 52

Customer Think

JUNE 10, 2025

Traditional B2B customer surveys are rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding.

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B2B Survey Customers Voice of Customer 60

CSM Magazine

JUNE 10, 2025

Manual spreadsheets were never built for scale. Still, you’re flipping through tabs, fixing broken formulas, and wrestling with cells just to show what’s getting done. It’s tedious. And when clients ask for answers faster than you can produce them, the pressure kicks in. You’re trying to manage a remote team and protect revenue, not babysit documents.

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Report Tools Software Data 52

Customer Think

JUNE 10, 2025

Most loyalty programs still follow a basic format: customers make purchases, accumulate points, and receive occasional rewards. But these systems largely ignore the emotional and contextual dimensions of the customer journey. According to recent surveys, over 70% of customers say they don’t feel emotionally connected to the brands whose loyalty programs they’re a part of.

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Loyalty Programs Loyalty Connections Customer Journeys 45

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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.

Contact Center

NobelBiz

JUNE 10, 2025

Call-back technology transforms the traditional contact center experience by letting callers opt out of queues while retaining their place, triggering an automated return call when an agent is available; this not only slashes perceived hold times and abandonment rates but also empowers agents to handle interactions calmly—while advanced features like intelligent routing, cloud-native integration, and LocalTouch ’s area-code matching ensure seamless scalability, high uptime, and robust compliance

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Contact Center Abandon Rate Call Center Wait Times 40

Customer Think

JUNE 10, 2025

Creative Commons Photo by: JEShoots I often find myself explaining the freelance customer service and sales model and comparing it to a more traditional contact center environment. How does a more flexible and agile environment actually lead to more committed team members?

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Contact Center Sales Customer Service Management 45

Steve DiGioia

JUNE 10, 2025

If you receive SSI or SSDI, there’s great news waiting in your bank account—your monthly check likely increased in 2025, and it could add up to an extra $2,400 over the year. Thanks to a 2.5% Cost-of-Living Adjustment (COLA), millions of Americans on Social Security benefits are now receiving more money every single month—without needing to apply or fill out a single form.

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Transportation Insurance Banking Financial 100

CSM Magazine

JUNE 10, 2025

The pharmaceutical market is a wild, unpredictable beast. One day, a new disease emerges; the next, a breakthrough therapy completely upends everything. Then there are the ever-shifting regulations, global health crises that appear out of nowhere, and scientific discoveries that can instantly redefine entire disease areas. It’s a constant flux, a whirlwind of innovation and uncertainty.

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Data Analytics Trends Guidelines 52

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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.

Self Service

Customer Think

JUNE 10, 2025

In a world where business cycles evolve in weeks, not years, the ability to quickly design and deploy internal applications is no longer a luxury—it’s a competitive necessity. As more organizations step into the future of enterprise agility, a new reality is taking shape: the builders of tomorrow aren’t all sitting in IT.

Technology 45

Technology 45

CSM Magazine

JUNE 10, 2025

When launching a business, many entrepreneurs and companies wonder: How can I set up a business quickly? What are the legal and practical advantages of buying a pre-registered company? Is it worth investing in a shelf company? These questions reflect a growing interest in ready-made companies as a strategic choice for those keen to hit the ground running.

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Company Banking Financial Government 52

Customer Think

JUNE 10, 2025

A recent survey by the Chartered Institute of Marketing, as reported in its on-line magazine Catalyst, makes interesting reading. The survey suggested that trust across all areas of business is more important than ever, but with nearly half (45%) of business leaders having reservations regarding the level of professionalism across marketing, HR and sales functions.

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Marketing Survey Report Sales 45