Experience Investigators by 360Connext

APRIL 16, 2025

The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes. The past few weeks have been a whirlwind. Tariffs, market swings, shifting economic signalsevery day seems to bring a new plot twist.

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How To Leadership Policies Communication 143

Comm100

APRIL 16, 2025

Customer support teams are under more pressure than ever. Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.

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Knowledge Base System Customers Customer relationships 130

CSM Magazine

APRIL 16, 2025

In recent years the construction industry has experienced significant changes driven by technological advancements. One of the leading innovations reshaping the sector is the integration of Enterprise Resource Planning (ERP) systems with Customer Relationship Management (CRM) solutions. This powerful combination facilitates streamlined operations while enhancing customer interactions, ultimately leading to improved project outcomes and customer satisfaction.

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CRM Interaction Industry System 52

SurveySensum

APRIL 16, 2025

Your CRM is smart. But is it futuristic? It knows your customers names, emails, and past purchases. But does it know what they actually want? Whats frustrating them? What will make them hit buy instead of bouncing to your competitor? Thats where CRM surveys come in. Consider them as a straight line into the opinions of your consumers. The result? Smarter marketing, better sales, and a customer experience that keeps people coming back.

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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.

Contact Center

Gainsight

APRIL 16, 2025

Theres something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. They experience your company aswell, your company (and product) as one journey.

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Customer Experience Roadmap Customer Journeys Touchpoint 52

inQuba

APRIL 16, 2025

The rapid advancements in AI for customer experience (CX) have raised expectations, but many organizations still struggle to deliver truly seamless and personalized service. Why? Because AI, especially chatbots, often lack the essential ingredients: context. To unlock the full potential of AI in CX, businesses need to embrace customer journey management solutions and thats where www.inquba.com leads the way.

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Customer Journeys Management Chief Customer Officer Chatbots 52

Optimove

APRIL 16, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Marketers will learn how to turn deep customer understanding into real-time, personalized engagement even in the face of economic uncertainty. This blog explores how Positionless Marketing empowers teams to break down silos, move faster, and act on customer data with confidence.

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Connections How To CRM Loyalty 52

CX Journey

APRIL 16, 2025

How decades of experience – and three books – reshaped my view of what really drives business success. People often ask how my thinking – and my writing – have evolved over time. Its a fair question. And one that reflects the natural progression of both my career and my perspective. That curiosity especially ramped up after I wrote my second book, Built to Win.

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Culture Customer Centricity Leadership Employee Experience 104

Doing CX Right

APRIL 16, 2025

Want to earn lasting customer loyalty? Learn how one deli does it for 100 years and what you can do too. (No AI needed.) The post How One Deli Earnes 100 Years of Customer Loyalty appeared first on Doing CX Right.

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Loyalty Customers Company Culture 103

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.

Roadmap

Forrester's Customer Insights

APRIL 16, 2025

2025 started with a bang! Technology and geopolitics are changing faster than many can keep track. Theres an announcement of a new, benchmark-shattering generative AI seemingly every week. Planned job cuts across US employers are at their highest levels since 2020.

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Technology Government Trends Management 37

Help Scout

APRIL 16, 2025

Learn how our support team uses their time away from the queue for professional development and get some inspiration for implementing a Learn Something program of your own.

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Forrester's Customer Insights

APRIL 16, 2025

Many organizations, especially federal agencies, are facing unprecedented upheaval as they implement large-scale workforce reductions. For technology leaders, many navigating this process for the first time, layoffs represent a particularly challenging leadership test that cannot be executed without significant trade-offs.

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Leadership Technology Management 33

ShepHyken

APRIL 16, 2025

The other day, I was talking to a friend about famous movie lines. He said one of his favorite movies was The Sixth Sense starring Bruce Willis, and his favorite line came from 9-year-old Cole, played by Haley Joel Osment, who said, I see dead people. I responded, Thats funny. I quote dead people. He looked at me strangely. He laughed. Were both speakers, and we often use motivational quotes to emphasize our points.

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Customer Service Training Customer Service Training Customer Experience 86

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

Forrester's Customer Insights

APRIL 16, 2025

In the age of intelligent automation, enterprise business applications (EBAs) are increasingly embedding and integrating sophisticated AI agents to drive efficiency, insights, and innovation. These modern EBAs, designed for composability and flexibility, boast a modular architecture built upon a complex software supply chain.

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Software Innovation 26

AWS Machine Learning

APRIL 16, 2025

Businesses are increasingly seeking domain-adapted and specialized foundation models (FMs) to meet specific needs in areas such as document summarization, industry-specific adaptations, and technical code generation and advisory. The increased usage of generative AI models has offered tailored experiences with minimal technical expertise, and organizations are increasingly using these powerful models to drive innovation and enhance their services across various domains, from natural language pro

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Forrester's Customer Insights

APRIL 16, 2025

Forrester is delighted to announce the opening call for our annual Security & Risk Enterprise Leadership Award. This award recognizes organizations that have transformed their security, privacy, and risk management functions into capabilities that fuel the organizations reputation for trust and its long-term success. In this era of volatility, a reputation for trust is essential.

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Leadership Management Data 26

AWS Machine Learning

APRIL 16, 2025

As organizations scale their Amazon Elastic Kubernetes Service (Amazon EKS) deployments, platform administrators face increasing challenges in efficiently managing multi-tenant clusters. Tasks such as investigating pod failures, addressing resource constraints, and resolving misconfiguration can consume significant time and effort. Instead of spending valuable engineering hours manually parsing logs, tracking metrics, and implementing fixes, teams should focus on driving innovation.

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Policies Analysis Resources System 107

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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.

Self Service

Forrester's Customer Insights

APRIL 16, 2025

Data in 2025: Enough TalkHeres Why Strategy Matters Now Data strategy is no longer a nice-to-have. In 2025, regulations like HIPAA, GDPR,and CCPA are tighter than ever, AI keeps making quantum leaps, and customers want hyper-personalization on demand.

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Strategy Data How To Customers 29

AWS Machine Learning

APRIL 16, 2025

Keeping an up-to-date asset inventory with real devices deployed in the field can be a challenging and time-consuming task. Many electricity providers use manufacturers labels as key information to link their physical assets within asset inventory systems. Computer vision can be a viable solution to speed up operator inspections and reduce human errors by automatically extracting relevant data from the label.

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Training Knowledge Base Data Examples 78

Forrester's Customer Insights

APRIL 16, 2025

Forrester's Q2 2025 Contact-Center-As-A-Service Wave is out!

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Contact Center Marketing Customer Service Management 26

Forrester's Customer Insights

APRIL 16, 2025

An update to ChatGPT made it easy to simulate Hayao Miyazakis style of animation, which has flooded social media with memes. Beyond the hype, this trend raises serious questions on copyright infringement. This article in the New York Times sums up some of the questions raised by the phenomenon.

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Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

Forrester's Customer Insights

APRIL 16, 2025

Atlassian has launched a sweeping upgrade to its platformand the message is crystal clear: AI isn’t just a feature; it’s the foundation. If you’re working in tech, managing teams, or even just part of a business using Jira or Confluence, this isn’t a subtle shift. It’s a tectonic one.

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Forrester's Customer Insights

APRIL 16, 2025

Another day, another LinkedIn hot take on enterprise architecture. They fall into various camps: those confusing EA with a Marvel villain, others who think that the ten-year-old religious war between “business” and “enterprise” architects has any actual meaning. (Pro tip: it’s about as relevant as whether Han shot first.

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