CX Journey
MAY 21, 2025
In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.
Comm100
MAY 21, 2025
Imagine instantly understanding your customers’ needs, responding precisely, and consistently delivering exceptional experiences that build lasting loyalty. Today’s leading businesses are achieving exactly this through strategic use of AI in customer support. Our recent webinar highlighted how innovative companies leverage AI to foster smarter, deeper customer interactions and provided actionable insights to enhance your customer experience (CX).
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TechSee
MAY 21, 2025
In today’s fast-paced customer service landscape, contact center agents face mounting pressures that often go unnoticed. While businesses strive to enhance customer experiences, the well-being of the very individuals facilitating these interactions is frequently overlooked. The Growing Strain on Contact Center Agents Recent studies reveal alarming statistics about the mental health of contact center employees: 87% of call center employees report high-stress levels at their job. ( source )
Calabrio
MAY 21, 2025
Contact Center AI Empowering Agents with AI: A Vision for the Future of Customer Support Jump ahead AI as an Agent Enhancer, Not a Replacement AI for Real-Time Validation and Quality Support Building Confidence in AI-Driven Collaboration Choosing the Right Channels for AI Support The Future: Humans and AI, Collaborating for Excellence Building a Human-Centric AI Strategy Share Book a demo Lets get started As artificial intelligence continues to evolve, one question repeatedly surfaces: Will AI r
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.
Alida
MAY 21, 2025
Discover how Alida's platform helps you test concepts, pre-test campaigns, and iterate UX ideas. Gain a competitive edge with community benchmarking.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Support EXP
MAY 21, 2025
Takeaways The Benefits of Mystery Shopping: Mystery shopping transforms CX data into actionable insights by revealing what actually happens during real customer interactionsbeyond surveys and metrics. Mystery shopping drives targeted service performance improvement by identifying specific gaps, inconsistencies, and training needs across teams and locations.
AWS Machine Learning
MAY 21, 2025
As companies increasingly adopt generative AI applications, AI agents capable of delivering tangible business value have emerged as a crucial component. In this context, integrating custom-built AI agents within chat services such as Slack can be transformative, providing businesses with seamless access to AI assistants powered by sophisticated foundation models (FMs).
Helen Dewdney
MAY 21, 2025
What are the M&S, Co-op, and Harrods cyber attacks all about This is a guest post by James Bore from Bores consultancy. He explains what the attack are, why they happened, the impact on customers and what should be done to prevent such attacks in the future. What M&S, Co-op, and Harrods cyber attacks reveal In early 2025, three of our biggest retailers in the UK – M&S, Co-op, and Harrods – were hit by a run of cyber attacks.
CX Network
MAY 21, 2025
Learn about customer survey questions and how to pick the ones that are a good fit for your CX
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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.
Centercode
MAY 21, 2025
Turn feedback into action with a simple framework for telling powerful stories through customer validation data.
Optimove
MAY 21, 2025
Up your mobile marketing game with this guide Download Now Why it Matters: Brazilian iGaming operators will learn how the governments regulatory shift creates a unique opportunity to turn compliance into a competitive edge. Rather than treating new rules as limitations, smart brands are using them to build trust, improve onboarding, and boost player engagement from the very first interaction.
CSM Magazine
MAY 21, 2025
Zendesk provides a powerful AI-driven contact center solution suitable for businesses of all sizes, offering flexibility and a robust infrastructure. The platform helps manage high call volumes, adjust to new demands, and deliver quick, personalized resolutions. It aims to simplify complex operations through omnichannel support, featuring top-tier telephony, digital channels, proactive outreach, and integrated customer data for tailored assistance.
Brandwatch CX
MAY 21, 2025
Discover practical strategies for managing your online reputation effectively. Learn how to enhance your image and address negative feedback. Read more 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.
CSM Magazine
MAY 21, 2025
VisitorsCoverage, the global travel insurance marketplace and a pioneer in insurtech, has been honored with a Bronze Stevie Award for Customer Service Team of the Year at the prestigious 2025 American Business Awards. Receiving a Stevie Award reflects the hard work and dedication of the talented customer support team, composed of licensed insurance experts.
Customer Think
MAY 21, 2025
As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline.
CSM Magazine
MAY 21, 2025
Behind every satisfied customer is a team of customer support professionals working tirelessly to resolve issues, provide assistance, and ensure a positive experience. Its only fitting that we have a special day dedicated to recognizing these unsung heroes. International Customer Support Day (ICSD) is an opportunity to shine a spotlight on these vital team members and celebrate their dedication to customer care.
CX Network
MAY 21, 2025
Gain insight about customer service trends to follow for better brand reputation and recognition
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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.
Customer Think
MAY 21, 2025
From both a revenue and service delivery point of view, a hotel stay equals more than providing a place to stay. Done well, it creates an experience that makes guests feel welcomed and cared for. It becomes the experience that connects guests to your brand and transforms them from one-time visitors to brand advocates.
5CA
MAY 21, 2025
The Future is Player-Shaped: Embracing diverse player demographics is crucial for the gaming industry's success.
Customer Think
MAY 21, 2025
An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate.
Forrester's Customer Insights
MAY 21, 2025
Over the last week, several of my colleagues have forwarded me recently published articles about the end of nice management. No, Im not going to link them because Im not here to spread bad advice.
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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.
Customer Think
MAY 21, 2025
Ditch the fear; embrace the tech. Resisting technical changes is like standing in front of a tsunami with your arms outstretched, yelling, Stop! It never pays to resist technical advances; it always pays to figure out how to use them properly. Some company leaders are afraid of AI and are trying to avoid it.
Forrester's Customer Insights
MAY 21, 2025
Internal consultancies - mission-driven capability centers for innovation, strategy and execution - are emerging as key vehicles for governments seeking to do more in-house. As many jurisdictions adopt internal consultancies, we need to ask: Are we building them to last, or simply building them fast?
Customer Think
MAY 21, 2025
It can be hard to deliver human experiences at scale, especially when your budget is small. However, new technologies like AI equipped with emotional intelligence (EI) can perform human responses alongside employees. This approach allows you to satisfy your eCommerce customers by offering excellent experiences while keeping to budgets and maintaining high revenue.
Forrester's Customer Insights
MAY 21, 2025
Last week, identity verification and authentication startup WorldID (which was founded by OpenAI founder Sam Altman) announced that they are broadening operations of their Orb device in the USA. The Orb is a large form factor iris scanner device that also has a mobile phone size counterpart.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Customer Think
MAY 21, 2025
Why does the power generated by a car engine continue to be measured in horses? According to Wikipedia, “Car makers began discussing horsepower in the late 19th century, particularly after the introduction of the first modern gasoline-powered automobile by Carl Benz in 1886.
Forrester's Customer Insights
MAY 21, 2025
Generative AI is make the dream of continuous, intelligence-driven improvement in enterprise operations a reality. Find out how IT can lead the transformation in this preview of our upcoming Technology & Innovation Summit in Sydney.
Customer Think
MAY 21, 2025
The news I had the pleasure of spending two days at the Creatio NoCode Days in the Ritz-Carlton in Orlando, together with customers, partners and some fellow analysts to learn about what is new and to generally learn more about Creatio itself. The event itself showed a very vibrant community of customers and partners.
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