Doing CX Right

MAY 4, 2025

When customer experiences go wrong, they escalate to executives and damage your brand in public. Stacy Sherman shares how to fix the root causebefore it gets that far. The post The Hidden Cost of Executive Escalations And How to End It appeared first on Doing CX Right.

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How To Brands Customer Experience Customers 52

ShepHyken

MAY 4, 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. Here’s Why Trader Joe’s Doesn’t Need A Loyalty Program… And You Might Not, Either. by Brittany Hodak (Brittany Hodak) A recent article in Customer Experience Dive noted that 90% of grocery shoppers now switch between online and in-store, and most re

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Loyalty Programs Customer Service Culture Loyalty 66

eglobalis

MAY 4, 2025

Introduction [link] Artificial intelligence (AI) is driving transformative changes in the pharmaceutical and biotechnology industries, simultaneously accelerating drug development and enhancing the patient experience. In early 2020, the first AI-designed drug candidate entered human clinical trials a milestone that signalled AIs growing role in R&D .

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Hospitality Healthcare Innovation Study 310

DCX

MAY 4, 2025

Welcome to the DCX weekly roundup of customer experience insights! It’s getting harder to ignore the shift happening in customer experience. From bots that make you feel something, to onboarding that persuades instead of instructs, to Kevin Kelly’s vision of emotionally intelligent AIs — the future of CX isn’t just operational.

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Self Service Loyalty Measurement System 52

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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.

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Optimove

MAY 4, 2025

A strong majority, 55%, of U.S. consumers are deeply concerned about potential tariff-driven price increases. The post Majority of consumers deeply concerned about potential tariff price increases appeared first on Optimove.

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Consumers 40