InMoment XI
JULY 1, 2025
Everything slows down when call volumes rise. Agents struggle to keep up, call queues grow longer, and customers waste little time looking for alternatives to your business. Unless you’re expecting a seasonal spike, a high inbound call volume is far from good news. It’s usually indicative of operational issues, with negative consequences for agent wellbeing and customer satisfaction.
AWS Machine Learning
JULY 1, 2025
Generative AI has been moving at a rapid pace, with new tools, offerings, and models released frequently. According to Gartner, agentic AI is one of the top technology trends of 2025 , and organizations are performing prototypes on how to use agents in their enterprise environment. Agents depend on tools, and each tool might have its own mechanism to send and receive information.
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InMoment XI
JULY 1, 2025
Retail customers today expect more than transactions; they demand experiences that seamlessly connect every touchpoint of their journey. Whether browsing on mobile during their commute, researching products online at home, or visiting your physical store, customers want consistency, convenience, and personalization at every step. The brands that master this integrated approach don’t just satisfy customers; they build loyalty that drives sustainable growth.
ShepHyken
JULY 1, 2025
Here’s something that might surprise you. Some of your most loyal customers may be the ones who have had problems and complaints in the past. For years, I’ve been preaching that when a customer comes to you with a problem or complaint, the goal is not only to resolve the issue, but also to restore their confidence. I was recently reminded of the concept known as the Service Recovery Paradox.
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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.
Steve DiGioia
JULY 1, 2025
If you’re clocking in at a minimum wage job this summer, you might notice your paycheck feels a little heavier. That’s because multiple states, cities, and counties across the U.S. are raising their minimum wage rates effective July 1, 2025—with some hikes adding up to hundreds of extra dollars a year for full-time workers. This latest round of wage increases comes amid rising inflation, housing costs, and a continued push for fairer pay.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
JULY 1, 2025
Organizations want direct answers to their business questions without the complexity of writing SQL queries or navigating through business intelligence (BI) dashboards to extract data from structured data stores. Examples of structured data include tables, databases, and data warehouses that conform to a predefined schema. Large language model (LLM)-powered natural language query systems transform how we interact with data, so you can ask questions like “Which region has the highest revenue?
Steve DiGioia
JULY 1, 2025
With Independence Day right around the corner, many Americans are checking their bank accounts and asking the same thing: “Is there a new stimulus payment coming before July 4?” The short answer? No—there’s no federal stimulus check scheduled to arrive before the holiday weekend. But that doesn’t mean your account will stay quiet. Here’s a full breakdown of who’s getting paid and when—and what financial help, if any, might still be on the way before the fireworks start.
CSM Magazine
JULY 1, 2025
Dealing with angry customers is never easy, especially in a fast-paced live chat environment. How you handle these situations can significantly impact your brand’s reputation, customer retention, and overall business growth. An unresolved issue can lead to unsatisfied customers leaving for competitors, while a well-managed response can convert frustration into loyalty.
Steve DiGioia
JULY 1, 2025
A fresh round of Summer EBT payments is arriving in July 2025, offering a critical food benefit for families with school-age children — but not every state is participating. While millions of kids across the country will receive $40 this month, others are missing out entirely because of where they live. The program, known as Summer EBT or SUN Bucks, provides $120 per child across three months — June, July, and August — to help cover food expenses when school cafeterias are closed.
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.
Blake Morgan
JULY 1, 2025
If you’re leading customer experience at a high-growth company, you know the pressure—scale faster, personalize more, and somehow keep it all simple.
Steve DiGioia
JULY 1, 2025
Florida families receiving SNAP (Supplemental Nutrition Assistance Program) benefits could get an early financial boost just in time for the Independence Day holiday. If you’ve been eyeing groceries for your July 4 cookout, here’s some exciting news: select recipients will see their SNAP benefits hit their EBT cards before Thursday, July 4, 2025. But it all depends on your case number.
Adrian Swinscoe
JULY 1, 2025
This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to continuous outcomes: Why CX leaders need Retrieval-Augmented Conversation first appeared on Adrian Swinscoe.
Steve DiGioia
JULY 1, 2025
Unlike some states that issue all benefits on the same day, Texas staggers its SNAP (Supplemental Nutrition Assistance Program) payments across most of the month. In July 2025, benefits will be issued from July 1 through July 28. The specific date you receive your benefits depends on the last digit of your Eligibility Determination Group (EDG) number, which is printed on your case paperwork or visible in your online benefits account.
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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.
AWS Machine Learning
JULY 1, 2025
Organizations face the challenge to manage data, multiple artificial intelligence and machine learning (AI/ML) tools, and workflows across different environments, impacting productivity and governance. A unified development environment consolidates data processing, model development, and AI application deployment into a single system. This integration streamlines workflows, enhances collaboration, and accelerates AI solution development from concept to production.
Steve DiGioia
JULY 1, 2025
If you’re one of the millions of Californians relying on CalFresh to help feed your family, there’s one critical date you can’t afford to miss this summer: July 5, 2025. That’s the last day most recipients can submit their annual renewal paperwork before their benefits are at risk of being paused or stopped altogether. Every CalFresh household is required to recertify their eligibility at least once a year.
DCX
JULY 1, 2025
⏱️ Read Time: ~6 minutes Gain the CX AI Advantage Introducing DCX AI Today — a daily 5 minute briefing designed for CX leaders who want to stay ahead of the curve with AI. AI news. AI prompts. Real CX progress. For AI Curious CX Leaders. DCX AI Today is a free add-on newsletter for subscribers of Decoding Customer Experience. Here’s what you 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
BirdEye
JULY 1, 2025
Conversational marketing isn’t just a trend; it’s how modern customers expect to interact with brands. Today’s customers don’t want to be sold to; they want to be engaged in real-time, meaningful conversations. Whether they’re researching choices, seeking assistance, or ready to make a purchase, people now expect quick, personalized, and two-way communication that feels human, not scripted.
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.
DCX AI Today
JULY 1, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders DCX AI TODAY 🗓️ July 1, 2025 ⏱️ Read Time: ~5 minutes 👋 Welcome July kicks off with AI agents everywhere. Not just handling your support tickets, but literally calling patients and winning industry awards. While everyone's been talking about "the year of the agent," the proof is finally in the pudding. 📡 Signal in the Noise Three major announcements in 48 hours tell the story: Healthcare
BirdEye
JULY 1, 2025
Online PR and reputation management are how today’s brands win trust, dominate search results, and stay resilient, no matter the headlines or hashtags. Your brand’s online reputation is shaped better by what others say, share, and search rather than what you say about your business. Whether it’s a positive Google review, a viral tweet, or a headline in a major publication, your public image is shaped in real-time, and PR and reputation management are the forces behind it.
Optimove
JULY 1, 2025
Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This blog gives retailers insights on how AI is reshaping marketing in the industry. Based on a survey of more than 150 senior retail executives, Optimove and Total Retail have published a report: AI and the Future of the Retail Marketer. It gives insights into how leaders are applying AI across data, content, and personalization, and reveals what sets high-performing strategies apart.
ImprintCX Articles
JULY 1, 2025
You can’t out-market churn. Not anymore. In the subscription world, your business doesn’t grow because you’re great at getting customers in the door—it grows because you’re better at keeping them. Acquisition gets the glory. But retention? That’s where the money is. It fuels lifetime value, drives referrals, and builds real brand equity. And here’s the truth: Loyalty doesn’t live in your brand promise—it lives in your customer’s last interaction.
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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.
AWS Machine Learning
JULY 1, 2025
In the pharmaceutical industry, biotechnology and healthcare companies face an unprecedented challenge for efficiently managing and analyzing vast amounts of drug-related data from diverse sources. Traditional data analysis methods prove inadequate for processing complex medical documentation that includes a mix of text, images, graphs, and tables. Amazon Bedrock offers features like multimodal retrieval, advanced chunking capabilities, and citations to help organizations get high-accuracy respo
CSM Magazine
JULY 1, 2025
Online gambling security begins with simple steps to protect your account. Reputable online casinos like Boaboa are not only gaming resources but also platforms that process the personal and financial data of their users on a daily basis. Given the increase in cyber threats, every gambler should pay special attention to the protection of their gaming profile.
NobelBiz
JULY 1, 2025
Many contact centers suffer from dialer inefficiencies that quietly cost time, revenue, and morale. From poor pacing to missed connections and compliance risks, outdated systems sabotage performance. This article reveals where inefficiencies creep in and how smarter dialing technology can help teams reclaim productivity and drive better outcomes. You Might Be Paying More for Less Your agents are on the phones all day.
CSM Magazine
JULY 1, 2025
Good data handling makes a huge difference for companies, particularly those swimming in information. It directly boosts how well they work, how fast they expand, and how satisfied their customers become. So, as a service provider, what steps do you take to deliver premier data organization and support to every client? This Article explores best practices that will help you establish a reliable and efficient data management process while keeping your clients satisfied.
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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.
Brandwatch CX
JULY 1, 2025
Discover why the humble vacuum cleaner is causing spirited debate on Reddit.
CSM Magazine
JULY 1, 2025
Like in many other industries, AI and ML have been a game-changer for the construction business. The technology changed how companies plan, manage, and execute their projects. By implementing artificial intelligence and robotics at all levels, construction firms can reduce their costs, increase productivity and safety, while also providing higher client satisfaction.
Uplight
JULY 1, 2025
During the week of June 23rd, a climate phenomenon called a “heat dome” sent temperatures soaring and triggered extreme humidity in the eastern United States. Some regions saw record high temperatures, with cities like Boston and Baltimore reaching 101 degrees Fahrenheit. For Uplight, record breaking temperatures meant a record breaking week for our utility demand Read More The post Heat Dome Drives Record-Breaking Week: Demand Response Helps Utilities Navigate Extreme Temperatures
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