CX Journey

JUNE 18, 2025

A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership , including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address and build on because customer experience has often been viewed as a soft functional discipline, centered around surveys, journey maps, and service touchpoints.

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Calabrio

JUNE 18, 2025

Workforce Management How to Build a Workforce Management Plan Jump ahead Key Takeaways What Is a Workforce Management Plan? The Benefits of Strategic Workforce Management Core Steps to Building Your Workforce Management Plan Implementing Your Workforce Management Plan Common Workforce Management Challenges and Solutions Closing Thoughts: Take Your Workforce Management to the Next Level with Calabrio Share Book a demo Let’s get started Contact center leaders know the familiar cycle all too well:

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Zeisler Consulting

JUNE 18, 2025

One could say that I’ve been a bit schizophrenic about the idea of a Return On Investment for Customer Experience. I may be a bit more charitable to myself and say that I continue to evolve on “the ROI question.” One of the first things I ever did as a CX “thought leader” was a video for the CXPA imploring CX leaders to tie their endeavors and CX-based metrics directly to those of the overall enterprise.

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AWS Machine Learning

JUNE 18, 2025

Developing robust text-to-SQL capabilities is a critical challenge in the field of natural language processing (NLP) and database management. The complexity of NLP and database management increases in this field, particularly while dealing with complex queries and database structures. In this post, we introduce a straightforward but powerful solution with accompanying code to text-to-SQL using a custom agent implementation along with Amazon Bedrock and Converse API.

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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.

Roadmap

Very Best Service

JUNE 18, 2025

Top TikTok & YouTube Trends for Service-Oriented Brands In the fast-paced world of digital content, TikTok and YouTube have emerged as dominant platforms for brands looking to connect with audiences. For service-oriented businesses, leveraging these platforms strategically can lead to higher engagement, brand loyalty, and customer trust. Let’s explore the top trends reshaping customer service in the digital landscape. 1.

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SurveySensum

JUNE 18, 2025

Do you struggle to analyze open-ended customer feedback ? Does it get even harder when there’s plenty of data to go through, and in different forms like surveys, reviews, interviews, etc? This is where qualitative data analysis (QDA) can help. It’s a strategic way of examining open-ended feedback that is often riddled with ambiguity, mixed sentiments, and difficult-to-understand language.

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Customer Think

JUNE 18, 2025

Retirement isn’t what it used to be. Across the globe, a growing wave of professionals over 60 are working remotely while living abroad. Often called “gray nomads,” these individuals are quietly reshaping what it means to age in the digital era.

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AWS Machine Learning

JUNE 18, 2025

Meetings play a crucial role in decision-making, project coordination, and collaboration, and remote meetings are common across many organizations. However, capturing and structuring key takeaways from these conversations is often inefficient and inconsistent. Manually summarizing meetings or extracting action items requires significant effort and is prone to omissions or misinterpretations.

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Customer Think

JUNE 18, 2025

In a world where expectations are measured in moments, customer experience (CX) has become the battleground for competitive advantage. Yet despite billions invested in CX strategies, many organizations still struggle to deliver experiences that truly align with customer needs -and, more importantly, to translate those experiences into measurable business value.

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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.

Sales

AWS Machine Learning

JUNE 18, 2025

In this post, we explore how generative AI can revolutionize threat modeling practices by automating vulnerability identification, generating comprehensive attack scenarios, and providing contextual mitigation strategies. Unlike previous automation attempts that struggled with the creative and contextual aspects of threat analysis, generative AI overcomes these limitations through its ability to understand complex system relationships, reason about novel attack vectors, and adapt to unique archi

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Customer Think

JUNE 18, 2025

Every week, your support team solves dozens of issues that have already been solved before. But instead of knowledge building up it vanishes into Slack, Teams messages, shoulder taps, or one-off tickets. “We already have a knowledge base.” This is a common response I hear when I ask support leaders about their knowledge strategy.

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Brandwatch CX

JUNE 18, 2025

Discover effective strategies for customer segmentation analysis to boost your marketing impact. Enhance your campaigns – read the article now.

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Customer Think

JUNE 18, 2025

Three out of four people say what they value most has fundamentally changed in the past five years. This isn’t a trend. It’s a rewiring of consumer behaviour. And it means that your experience strategy may be stuck in an outdated operating system.

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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.

Case Study

Brandwatch CX

JUNE 18, 2025

Discover what real-time social data reveals about how each generation talks about food – and what brands need to know to keep up.

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Customer Think

JUNE 18, 2025

Podcast Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge.

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Forrester's Customer Insights

JUNE 18, 2025

I recently attended Identiverse in Las Vegas. This was my first time back at Identiverse since conference founder Ping Identity sold the conference in 2021. As identity related initiatives continue to dominate Forrester’s clients’ top priorities and initiatives, I felt impelled to share my perspectives and insights.

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Customer Think

JUNE 18, 2025

When today’s buyers initiate contact with a company through its website, they’re expressing interest and opening the door to a conversation. For Readymode, a leader in predictive dialing software, that moment of first contact became the spark for a complete reinvention of their sales and customer experience.

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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

JUNE 18, 2025

Mature firms relentlessly connect digital experience (DX) metrics to business and customer outcomes. More importantly, they follow a disciplined methodology to ensure that they are tracking the right DX metrics that lead to meaningful customer and business impacts.

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Customer Think

JUNE 18, 2025

Imagine walking into a store where every product is perfectly tailored to your taste, every question is answered before you even ask, and every problem is solved with a few clicks. Sounds like a perfect shopping experience, right? You can provide this experience to your customers with a self-service customer portal.

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Forrester's Customer Insights

JUNE 18, 2025

This blog explores how programmatic loyalty is a spectrum that shifts from traditional loyalty strategies to a modern approach that focuses on offering a diversified loyalty engagement strategy.

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Customer Think

JUNE 18, 2025

Every day, there are dozens of articles on LinkedIn about how to make your company an “AI-First” company. They are sadly similar; you only have to read one to understand the basic concepts. And the articles always end with the doomsday message: “If you don’t do this, you’re toast.” We all know that.

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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

Forrester's Customer Insights

JUNE 18, 2025

As Artificial Intelligence (AI) continues to redefine the way organizations think and work, retrieval-augmented generation (RAG) is a pivotal tool for enterprise adoption of generative and agentic AI. It enhances AI models by providing authoritative knowledge at inference time.

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Customer Think

JUNE 18, 2025

Please enable cookies. Sorry, you have been blocked You are unable to access customerthink.com Why have I been blocked? This website is using a security service to protect itself from online attacks. The action you just performed triggered the security solution. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data.

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Forrester's Customer Insights

JUNE 18, 2025

Cisco Live 2025 Focused On Three Main Themes: AI, Simplification, And Security At its annual Cisco Live event, the company delivered a clear message: It’s operationalizing AI across the core pillars of networking, security, and observability.

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DCX AI Today

JUNE 18, 2025

AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders Date: June 18, 2025 •  Read Time: Approx. 5 minutes 👋 Welcome AI is reshaping the fabric of CX—but today's challenge remains the same: how do you care while you automate? The headlines below aren’t just about newer tools—they’re about rethinking workflows, trust, and team roles. 🎯 Today’s Energy Automation is moving into strategic roles, but the soft skills—empat

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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

JUNE 18, 2025

Cyber risk quantification (CRQ) solutions are on a mission to transform security and risk operations. The goal: a future where risk is measurable, actionable, and tightly integrated into business strategy.

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