CX Journey
JULY 2, 2025
Despite increasing investment in employee engagement tools, surveys, and HR tech – and more executive pledges to make it a priority, employee experience (EX) remains inconsistent, fragmented, and often misaligned with business outcomes. The root issue? Employee experience is widely misunderstood as HR’s responsibility alone. And, worse yet, HR doesn’t even have EX on their radar!
ECXO
JULY 2, 2025
Stop Measuring NPS. Start Measuring Regret. Let’s say it out loud: NPS is overrated. There. We said it. Now, before the CX police come knocking, let’s be clear. The idea behind Net Promoter Score (NPS) is noble: to measure loyalty by asking customers how likely they are to recommend your brand. Cool in theory. But in real life? It’s become a lazy metric.
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Steve DiGioia
JULY 2, 2025
If you’re working in California, check your paycheck—your hourly wage may have just gone up. Starting July 1, 2025, more than a dozen cities and counties across the state are implementing local minimum wage increases, raising the hourly floor for thousands of workers. With inflation still driving up everyday costs, this mid-year raise could put hundreds—or even thousands—back in your pocket by year’s end.
AWS Machine Learning
JULY 2, 2025
Generative AI has revolutionized customer interactions across industries by offering personalized, intuitive experiences powered by unprecedented access to information. This transformation is further enhanced by Retrieval Augmented Generation (RAG), a technique that allows large language models (LLMs) to reference external knowledge sources beyond their training data.
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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.
Steve DiGioia
JULY 2, 2025
If you’ve been waiting for a stimulus check to land in your account, you’re not alone. Social media has exploded with posts claiming new payments are on the way in 2025. But here’s the truth: there is no new federal stimulus check approved this year. Still, millions of Americans are getting money back through tax refunds, retroactive credits, and adjustment payments—some even arriving unexpectedly.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
JULY 2, 2025
If you’re a Florida resident relying on SNAP to stretch your grocery budget, there’s great news heading into the July 4 holiday — thousands of food stamp recipients will have their benefits loaded before the fireworks even start. But who actually gets paid early? It all comes down to a quirky part of your case number, and if you’re in the right group, you’ll have funds in time to celebrate.
AWS Machine Learning
JULY 2, 2025
Just as APIs became the standard for integration, AI agents are transforming workflow automation through intelligent task coordination. AI agents are already enhancing decision-making and streamlining operations across enterprises. But as adoption accelerates, organizations face growing complexity in managing them at scale. Organizations struggle with observability and lifecycle management, finding it difficult to monitor performance and manage versions effectively.
Steve DiGioia
JULY 2, 2025
If you’re counting on your Social Security check this month, there’s a big date you need to circle: Thursday, July 3, 2025. While most payments arrive mid-month, this one is special — and millions of Americans are set to receive their money earlier than usual. But here’s the catch: not everyone qualifies for the July 3 payment. So the big question is — are you on the list?
Thematic
JULY 2, 2025
Should you build an AI feedback analytics engine in-house or buy a ready-made solution? In this retail AI feedback analytics case study, we follow a global retailer at that critical fork. They applied a three-step framework—strategic fit, capability audit, and time-to-value test—to guide their build vs. buy decision. Each step helped them weigh control against speed and cost.
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 2, 2025
If you’re one of the millions of Californians who rely on CalFresh food benefits, the clock is ticking. You must submit your renewal paperwork by Friday, July 5, 2025, or risk a delay—or complete loss—of your EBT benefits next month. Whether you’re due for a full recertification or a SAR-7 report, the deadline applies to you. Who Needs to Recertify in July?
CSM Magazine
JULY 2, 2025
Happy Customer Service Representatives (CSRs) don’t just answer calls, they set the tone for every customer interaction. Investing in your team isn’t just the right thing to do, it’s the smart move for steady growth and a better brand image. Let’s take a look at what actually keeps service teams smiling and sticking around. Understanding the Challenges Faced by Customer Service Reps Every service job has its battles, but customer service reps face a unique mix of stress,
Steve DiGioia
JULY 2, 2025
If you receive Supplemental Security Income (SSI), you’ll want to keep your eyes on your bank account this week — because a payment of up to $967 is landing on Monday, July 1, 2025. This isn’t just any routine deposit — it could be the largest monthly benefit some recipients get this year, and it arrives right before Independence Day, giving millions of Americans a financial boost for the holiday.
Daniel Group
JULY 2, 2025
Introduction Too often, managers claim to have a customer experience (CX) improvement program when, in reality, what they have is merely a survey process. That may sound surprising, but I speak from both personal experience and broader observations across the CX landscape. A Little Background There is no shortage of survey activity today. I receive surveys from my doctor, dentist, car repair shop—just about every service provider I use.
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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.
Support EXP
JULY 2, 2025
Takeaways — Your Executive Overview: Titles Don’t Deliver Clarity—Truth Does Simply appointing a CXO won’t transform customer experience. True insight requires objective, data-driven analysis that internal roles alone often can’t provide. Internal CXOs Face Structural Limitations Organizational blind spots, limited cross-functional influence, and inadequate metrics can prevent in-house leaders from seeing or solving core CX issues.
BirdEye
JULY 2, 2025
For multi-location healthcare providers in the US, keeping patients engaged while maintaining operational efficiency has become a serious challenge. Traditional communication channels are falling short, whereas overburdened staff, inconsistent messaging, and rising patient expectations for faster, more personalized care have exposed their limits. And generic chatbots?
Steve DiGioia
JULY 2, 2025
If you depend on your Social Security check to get through the month, you could be in for a nasty surprise in July. The Social Security Administration (SSA) has quietly announced a dramatic new policy that could result in half of your monthly benefit being withheld — and for many, it’s already too late to stop it. This isn’t a temporary glitch or a one-time error.
CSM Magazine
JULY 2, 2025
Effective billing systems are important to ensure that companies maximize revenue, minimize expenses, and integrate teams throughout the organization. Billing between the technical and financial departments should also be integrated, particularly in companies that are engineering-driven. The old billing systems generate data and communication silos, inhibit visibility into revenue-based measures, and squander engineering resources to perform manual billing functions.
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.
DCX AI Today
JULY 2, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders DCX AI TODAY 🗓️ July 2, 2025 ⏱️ Read Time: ~5 minutes 👋 Welcome Happy Tuesday! While everyone's buzzing about AI agents being the next big thing, the reality check just landed hard. Turns out our shiny new AI workforce might need a few more training sessions before they take over the world. 📡 Signal in the Noise The agentic AI revolution is hitting some serious speed bumps as new research
2020 Research
JULY 2, 2025
Key Takeaways When fast-moving situations demand timely decisions, omnibus surveys provide reliable data that helps brands respond strategically, not reactively. Whether it’s spotting trends, navigating a crisis, or testing ideas, businesses need tools that deliver clear answers quickly and cost-effectively to stay ahead. With expert support, global reach, and fast turnaround, Sago omnibus surveys become a go-to resource for getting meaningful insights, without the wait or complexity.
SurveySensum
JULY 2, 2025
A 4.2-star app rating looks great on paper. But it doesn’t tell you if 20 of your last 50 app store reviews mentioned a login bug. And even if you were skimming through reviews manually (kudos if you’re doing that), there’s a good chance you’d still miss it. Why? Because going through every single review is time-consuming, far from scalable, and prone to human error Good news: AI can help you understand what your users are saying — before it all starts to show up in churn rates and angry
Gainsight
JULY 2, 2025
Customer Success leaders and practitioners, we get it—Pulse 2025 was an event packed with energy, innovation, and bold ideas that left everyone inspired to reimagine the customer journey. But if you weren’t able to join us in Las Vegas or are eager for a deeper dive into what you learned, we’ve got you covered. Introducing Pulse Unplugged 2025 , a half-day virtual event that brings the most impactful insights from Pulse to your screen.
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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.
BirdEye
JULY 2, 2025
Marketing tools for small businesses have become the backbone of modern-day growth. In a market where customer attention is fragmented and competition is fierce, they’re the difference between staying relevant and falling behind. For instance, if you’re building from your kitchen table, a family-run store serving your neighborhood, or a fast-growing startup trying to scale nationally, smart digital marketing tools help you level the playing field.
Optimove
JULY 2, 2025
Elevate Web Marketing with Real-time Web Push Download Now Why It Matters: This blog defines a critical shift in how marketing work gets done in the age of AI, not just using AI, but managing it. It introduces the concept of the Positionless Marketer as a Superworker, empowered marketers who take control of strategy, execution, and outcomes without waiting on others.
BirdEye
JULY 2, 2025
SEO for personal injury lawyer practices has become the cornerstone of modern legal marketing. In a digital-first world, relying solely on referrals, print ads, or billboards is no longer enough to sustain or scale your legal practice. Today’s potential clients are making decisions with a few taps on their phones, and if your law firm doesn’t appear on the first page of Google, you’re simply not part of the conversation.
Forrester's Customer Insights
JULY 2, 2025
My professional career has spanned six major tech changes: minicomputer, PC, internet, social, mobile, and cloud. Each of these revolutions brought a wave of new providers and destroyed swaths of legacy companies. Now comes the Seventh Wave of major tech change, driven by AI in its modern forms — generative and agentic.
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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.
AirVote
JULY 2, 2025
If you operate a workplace in Ontario – whether it’s a restaurant, warehouse, or retail store – a new regulation is about to impact your daily operations. Ontario Regulation 480/24 will soon require every workplace to post cleaning service records inside staff washrooms, clearly visible to employees. It’s a simple rule, but staying compliant can be a hassle if you’re relying on paper logs, which are easy to forget, damage, or misplace.
Forrester's Customer Insights
JULY 2, 2025
Bank of America has quietly built one of the most disciplined AI strategies in financial services. In this case study, we explore how the bank laid a data-first foundation, scaled its virtual assistant Erica, and turned AI into a compounding advantage — offering valuable lessons for any organization navigating digital transformation.
AirVote
JULY 2, 2025
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