InMoment XI

JUNE 7, 2025

Sometimes, even the most skillful contact center agents have no choice but to escalate a call to their supervisors. However, it’s not an ideal scenario by any means, especially when it happens often. Escalated calls are time-consuming, costly, and stressful. They also lower agent confidence and increase the likelihood of customer churn. Therefore, reducing call escalations is a mission-critical priority for contact center leaders.

Contact Center 195

Contact Center Self Service Average Handle Time Call Center 195

IntouchInsight

JUNE 7, 2025

Self-ordering kiosks offer speed and control, but our mystery shops reveal the real trade-offs in satisfaction, friendliness, and first-time UX.

Customers 156

Customers Report Data 156

Beyond Philosophy

JUNE 7, 2025

Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for y

Customer Experience 97

Customer Experience Conference Chatbots Consumers 97

DCX

JUNE 7, 2025

June 7, 2025 Read time: ~5 minutes 👋 Welcome to DCX AI Today Your morning scroll should do more than inform—it should sharpen your thinking and drive you to take action. So every day, I bring you CX headlines that matter, prompts that push strategy forward, and ideas you can test by lunch. Let’s get into it. 🔊 Today's Energy Everyone’s racing to automate.

Airlines 52

Airlines Travel Chatbots Measurement 52

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.

Sales

Helen Dewdney

JUNE 7, 2025

Your holiday consumer rights A holidaymaker recently went viral after receiving a £100 credit from TUI for another holiday due to the lack of “English food” at a Greek resort. The Internet had many opinions on this, ranging from outrage to ridicule. @thecomplainingcow What are your rights when you don’t get the food you like on holiday? #Greece #Holiday #holidaycheertiktoktv #Travel #HolidayFood #ConsumerRights #ConsumerLaw ♬ original sound – The Complaining Cow But beyond the sensational

Consumers 51

Consumers Travel Insurance Transportation 51