ShepHyken

JUNE 8, 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. Marketers Underestimate How Loyal Customers Are and Don’t Understand What Drives Their Loyalty by Adrian Swinscoe (CustomerThink) We are now just over a third of the way through 2025, and it’s fair to say that, regardless of where you are in the world, the average consumer

Customer Service 71

Customer Service Loyalty Hotels Hospitality 71

PeopleMetrics

JUNE 8, 2025

What Gen Z and Millennials really want (and why most companies miss the mark) Gen Z and Millennials aren’t just looking for a product to buy or a place to work. They’re looking for alignment. Alignment with their values, their emotional wellbeing, and their financial situation. Loyalty isn’t about perks anymore for these generations. It’s about emotional ROI.

Loyalty 62

Loyalty Financial Marketing ROI 62

Thematic

JUNE 8, 2025

For decades, qualitative data analysis meant manually coding and interpreting text from interviews, focus groups, or customer feedback. Today, AI-driven tools use machine learning and NLP (Natural Language Processing) to help researchers find patterns and insights faster. In fact, recent industry data shows over 56% of researchers now use AI to support their analysis process, up from just 20% in 2023.

Analysis 62

Analysis Tools Data Feedback 62

DCX

JUNE 8, 2025

Look smart in every meeting. Starting Monday, I’m launching DCX AI Today — a daily briefing designed for CX leaders who want to stay ahead of the curve with AI. Here’s what you’ll get: The latest AI news through the lens of customer experience Two fresh, practical AI prompts you can try that day All in under 5 minutes , Monday through Friday 👉 To get it delivered to your inbox each morning if you’re already subscribed to Decoding Customer Experience : Go to

Omni-Channel 52

Omni-Channel B2B Healthcare Government 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

Optimove

JUNE 8, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: In this exclusive NEXT.io interview, Optimove CEO Pini Yakuel sits down with Ross Stafford to unpack why Positionless Marketing isn’t just a buzzword, it’s a breakthrough. The full interview enlightens any iGaming marketer on why the future makes marketers a triple threat with data, creative, and optimization power.

Marketing 52

Marketing CRM Tools Tips 52