InMoment XI
JUNE 16, 2025
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.
AWS Machine Learning
JUNE 16, 2025
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.
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ShepHyken
JUNE 16, 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. 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
AWS Machine Learning
JUNE 16, 2025
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
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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.
ShepHyken
JUNE 16, 2025
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?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
JUNE 16, 2025
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.
DCX AI Today
JUNE 16, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders Date: June 16, 2025 • Read Time: Approx. 5 minutes 👋 Welcome Hello CX Leaders! Today’s newsletter arrives with a clear message: AI is the glue turning CX silos into high-performance systems. Expect orchestration, partnerships, and a shift from hype to human-centered AI in today's stories. 📡 Signal in the Noise Organizations are doubling down on AI orchestration—connecting data, creativ
2020 Research
JUNE 16, 2025
Key Takeaways The right digital qualitative research platform should support multiple methodologies to adapt to evolving research needs. Built-in support, smart tools, and data security are no longer “nice-to-haves,” they’re essential for delivering efficient, high-impact research. Platforms like QualBoard enable modern researchers to work faster, dig deeper, and stay compliant, without compromising on quality or control.
Help Scout
JUNE 16, 2025
Working in support doesn't come with a ton of big win moments. It's one customer at a time, but that doesn't mean there are moments to notice and appreciate. Here are some to get you started.
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.
Currency Alliance
JUNE 16, 2025
The relevance of loyalty marketing to ‘ecommerce’ depends on what aspect of ecommerce you’re talking about. Are you a retailer? Do you sell ecommerce technology? Or are you from one of the many non-retail brands, associations or networks introducing ecommerce touchpoints to its various online and offline channels? Depending on your line of work, you may wish to skip to different sections of this article using these links: reward programs for ecommerce retailers the technology enabling loyalty in
Kapta Customer Success
JUNE 16, 2025
Good account management is never an accident. You need to have a process in place and a plan to follow if you’re hoping to hit it big with one or more of your accounts. Many plans have been suggested over decades of time, but only a few have stuck around until today. One notable example is the Miller Heiman Large Account Management Process (LAMP).
Optimove
JUNE 16, 2025
Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: For decades, SMS has served as a staple in brand-to-consumer communications. It is simple, widespread, and dependable. But in 2025, the messaging landscape is shifting. Key takeaways: RCS on iOS 18 marks a turning point in mobile messaging , enabling brands to deliver rich, interactive experiences across virtually all smartphones.
Happy or Not
JUNE 16, 2025
A striking insight from the 2025 Retail CX Insights Report, based on over 57 million feedback responses in retail in 2024, is the broad range of CX scores across retail sectors. Pharmacies and drugstores lead with an impressive average satisfaction score of 96.7%, indicating that nearly all customers leave these establishments satisfied. This high score can be attributed to factors such as quick service for essential needs, knowledgeable staff, and efficient processes.
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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.
InteractionMetrics
JUNE 16, 2025
We’ve completely updated our blog on how to avoid survey fatigue. The problem has only grown—but now we go deeper, showing: Why millions more surveys are being sent today than ever before How long, repetitive surveys drive customers away Why no-reply emails and lack of anonymity kill response rates Where incentives and better timing make a real difference When third-party surveys deliver more honest, actionable feedback If you’re seeing lower response rates or flat data, this post shows how to b
Forrester's Customer Insights
JUNE 16, 2025
When we published our report, The Age Of Agents — GenAI-Fueled Virtual Assistants Will Fundamentally Change Digital Interactions, in 2023, we were watching the rise of generative AI and looking around the corner, noting that AI agents will reduce consumer friction and change how consumers engage with digital businesses.
Forrester's Customer Insights
JUNE 16, 2025
The marketing and advertising industry is gathering for a couple of days at the International Festival of Creativity in Cannes (France) from June 16 to June 20. No doubt that AI and Generative AI will be at the center of most discussions.
Forrester's Customer Insights
JUNE 16, 2025
Driven by budget uncertainty, workforce shifts, and the accelerating pace of technology, our government clients are navigating radical change. While I’ve always tracked public sector cloud adoption, in 2025 I’ve made it a point to focus on government sessions at every event I attend.
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.
Forrester's Customer Insights
JUNE 16, 2025
Place AI In The Business Model To Help Brands Thrive AI reshapes the way marketing agencies deliver value — increasing productivity, accelerating the speed of insights, assisting creative ideation, amplifying production velocity, and sharpening media and search activation. But they are not being compensated for the value creation. It’s an AI cost center crisis.
Forrester's Customer Insights
JUNE 16, 2025
In 2024, the digital behavior of Australian consumers is more dynamic and multifaceted than ever. My latest reports—The Digital Moments Map and The Digital Connections Tracker for Australia —offer a compelling look into how Australians engage with digital experiences across tasks, interaction modes, channels, and devices.
Forrester's Customer Insights
JUNE 16, 2025
Trust is the currency of effective governance. In Singapore, where public institutions are known for their efficiency and integrity, maintaining high levels of trust is not just a legacy, it’s a strategic imperative.
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