CX Journey
JUNE 11, 2025
A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. But here’s the catch: a brand promise is only as strong as the experience that delivers it.
ECXO
JUNE 11, 2025
Customer Journey Mapping 2.0: From Linear Fantasy to Adaptive Reality Let’s get real for a second: most customer journey maps are like coloring books. Cute, predictable, linear… and totally disconnected from how people actually behave. You know the type—step 1: awareness, step 2: consideration, step 3: purchase, yadda yadda. It looks great in a slide deck.
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TechSee
JUNE 11, 2025
In today’s customer service landscape, contact centers grapple with increasingly complex technical inquiries, from hardware, connectivity and setup issues, to frustrating, troubleshooting issues. These challenges often lead to prolonged interactions, repeat calls, returns, replacements, churn and poor customer satisfaction. Traditional support tools, limited to text or voice inputs, frequently fall short in resolving such complexities efficiently.
AWS Machine Learning
JUNE 11, 2025
This post was co-written with Federico Thibaud, Neil Holloway, Fraser Price, Christian Dunn, and Frederica Schrager from Gardenia Technologies “What gets measured gets managed” has become a guiding principle for organizations worldwide as they begin their sustainability and environmental, social, and governance (ESG) journeys. Companies are establishing baselines to track their progress, supported by an expanding framework of reporting standards, some mandatory and some voluntary.
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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.
PeopleMetrics
JUNE 11, 2025
These generations don’t wait to be taught. They seek, test, and apply … constantly! One of the most overlooked truths about Gen Z and Millennials is how obsessed they are with self-directed learning. They’ve grown up with YouTube tutorials, Skillshare, Coursera, and TikTok explainers. They learn in public. They learn on the go. They learn on their terms.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
PeopleMetrics
JUNE 11, 2025
For Gen Z and Millennials, “what do you do?” isn’t nearly as important as “why do you do it?” If your brand, company, or cause can’t answer that clearly, you’ve already lost them. For younger generations, purpose isn’t a side benefit, it’s a core filter for how they decide where to work, what to buy, and who to support. This shift isn’t theoretical.
AWS Machine Learning
JUNE 11, 2025
Adobe Inc. excels in providing a comprehensive suite of creative tools that empower artists, designers, and developers across various digital disciplines. Their product landscape is the backbone of countless creative projects worldwide, ranging from web design and photo editing to vector graphics and video production. Adobe’s internal developers use a vast array of wiki pages, software guidelines, and troubleshooting guides.
CSM Magazine
JUNE 11, 2025
Sabio’s Kevin McGachy highlights some key considerations ahead of any AI implementation in the contact centre. Start with Data-Driven Intent Analysis Before Any AI Technology Investment The foundation of any successful AI transformation lies in understanding your customers’ actual behaviour, not assumptions about it. At Sabio, we’ve seen remarkable results through our Intent Capture & Analysis (IC&A) approach, which analyses thousands of customer interactions to reveal
AWS Machine Learning
JUNE 11, 2025
This post is co-written with Eliuth Triana Isaza, Abhishek Sawarkar, and Abdullahi Olaoye from NVIDIA. Today, we are excited to announce that the Llama 3.3 Nemotron Super 49B V1 and Llama 3.1 Nemotron Nano 8B V1 are available in Amazon Bedrock Marketplace and Amazon SageMaker JumpStart. With this launch, you can now deploy NVIDIA’s newest reasoning models to build, experiment, and responsibly scale your generative AI ideas on AWS.
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.
DCX AI Today
JUNE 11, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders Date: June 11, 2025 • Read Time: Approx. 5 minutes 👋 Morning, CX leaders! Today feels like the calm before the next wave—foundational tension mixed with a leap in contact center automation. Ready to navigate the disconnects while building smarter, self-driving CX engines?
Gainsight
JUNE 11, 2025
Customer churn is one of the biggest challenges businesses face, yet many organizations struggle to accurately predict and prevent it. Losing customers isn’t just a number on a spreadsheet—it’s a hit to revenue, team morale, and long-term growth potential. The stakes are high, and Customer Success teams are at the forefront of addressing this critical issue.
Optimove
JUNE 11, 2025
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketers attending Optimove Connect 2025 witnessed firsthand how Opti-X reshapes the future of digital personalization and enables brands to deliver meaningful, real-time customer experiences at scale. The session led by Rob Davis and Edward Aaron-Obelley, Product Leaders at Optimove, showcased how personalization, when powered by AI and real-time data, becomes more than a marketing tactic.
CSM Magazine
JUNE 11, 2025
Sanas , provider of the world’s first Real-Time Speech Understanding Platform, today unveiled its AI-powered Real-Time Speech-to-Speech Language Translation technology. Unlike traditional translation technologies that convert speech to text, translate it, and synthesize it back into speech, Sanas’ latest innovation uses a proprietary AI-based architecture to perform direct, low-latency speech-to-speech language translation with the highest accuracy.
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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.
Centercode
JUNE 11, 2025
AI-driven user testing, video insights, plus seamless app distribution and expert resourcesâ discover Centercode 10x. Platform Scalable, Automated, Real-World User Testing Centercode is the leading platform to manage impactful in-the-wild user tests. Start for free , scale as your program grows. Platform Overview Managed Services Compare Plans What's New?
Steve DiGioia
JUNE 11, 2025
If you’re checking your bank account today, you’re not alone—Social Security is issuing payments averaging around $2,000 to millions of eligible Americans this Wednesday, June 11, 2025. But before you start planning your next grocery trip or paying off bills, you’ll want to know one thing: Is today your payday? Today’s round of payments is part of the Social Security Administration’s staggered monthly schedule.
SurveySensum
JUNE 11, 2025
Instagram has 2 billion monthly active users. It’s the third most popular social network in the world. And your customers? They’re definitely on it. Right there, scrolling, tapping, sharing… and posting customer reviews on Instagram. If you’re ignoring Instagram customer reviews, you’re sidelining your fans and losing a trove of insights to fix flaws and amplify wins.
Brandwatch CX
JUNE 11, 2025
Social CRM is a must-have in 2025. Discover what Social CRM is, benefits, strategy, and tools to elevate customer relationships.
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.
CSM Magazine
JUNE 11, 2025
Whether you are a new customer, a longtime user, or just considering switching to Verizon, it’s essential to know how to reach their customer service team and evaluate the quality of support they provide. Verizon’s a huge telecommunications company with a massive customer base spanning the entire country. Millions rely on their service. Let’s learn how to reach Verizon and see how good their customer service really is.
Brandwatch CX
JUNE 11, 2025
Forget surveys, social listening is the answer – here’s what Gen Z really says about eating, drinking, shopping, and traveling.
CSM Magazine
JUNE 11, 2025
Online specialist referrals have become a means of improving patient access to healthcare delivery in recent years by facilitating distant connections between patients and medical professionals. Online specialist referrals have given new practices access to an invaluable tool that can greatly improve patient care and operations. Referrals continue to be one of the most significant ways that NextClinic grows their patient numbers, despite statistics to the contrary.
rethinkCX
JUNE 11, 2025
You're a startup. You're moving fast, innovating, and trying to change the world. But here's the unavoidable truth: your resources are finite. Every dollar, every minute, and every team member needs to be deployed with surgical precision.This is where outsourcing comes in.It's no longer just for massive corporations. In fact, 37% of small businesses already outsource at least one business process.
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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.
CSM Magazine
JUNE 11, 2025
People see hundreds of social media posts every day. Some ads grab attention, while others are ignored. What makes the difference is how well the ad connects with the social media audience. A great ad doesn’t need fancy designs—it needs to speak clearly, look good, and match the platform where it appears. Social media marketers don’t need huge budgets to run successful marketing campaigns.
Customer Think
JUNE 11, 2025
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Forrester's Customer Insights
JUNE 11, 2025
I’ve been closely following the evolution of AI infrastructure for a while now. Honestly, the pace at which things are changing is both thrilling and a little overwhelming.
Maru Group
JUNE 11, 2025
Last week, headlines lit up with news that US courts had blocked some of Donald Trump’s proposed tariffs, a decision with potentially significant implications for global trade. While it’s an eye-catching development, and one that might have major consequences down the line, it’s worth asking: how much does this really matter to UK consumers right now?
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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.
Forrester's Customer Insights
JUNE 11, 2025
When you can’t change the security of external technologies like IoT, OT, or power infrastructure, you must adapt your internal cybersecurity policies and controls to mitigate the risks they introduce.
Maru Group
JUNE 11, 2025
Last week, headlines lit up with news that US courts had blocked some of Donald Trump’s proposed tariffs, a decision with potentially significant implications for global trade. While it’s an eye-catching development, and one that might have major consequences down the line, it’s worth asking: how much does this really matter to UK consumers right now?
Forrester's Customer Insights
JUNE 11, 2025
Without rigorous management, shared services can devolve into a service provider model, losing sight of their core mission and sacrificing the efficiencies they were designed to deliver.
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