ECXO
MAY 19, 2025
posts header on Linkedin and ECXO Measuring the Unmeasurable The Science of HX Metrics Welcome Back to the HX Revolution You made it to Article 8 of The HX Revolution and this one’s a big one. If you’re just joining us, welcome to the movement! Here’s a quick recap of the road so far: Article 1 : Transformation starts inside. We can’t change business without changing people.
Thematic
MAY 19, 2025
Atlassian has never been short on feedback. Every day, users share thoughts across Jira, Confluence, Trello, support chats, Reddit, and more. But while feedback came in from all sides, making sense of it, at scale, was something else entirely. Product teams were drowning but struggling to extract insights. They had access to plenty of customer comments but no reliable way to translate them into patterns, themes, or clear next steps.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InteractionMetrics
MAY 19, 2025
Customer experience research is evolving rapidlyespecially for B2B companies, where their high-value relationships demand precision insights. Thats why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol , Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take on whether AI enhances human research or replaces humans altogether?
Optimove
MAY 19, 2025
How AI is Transforming CDPs Download Now >> Why it Matters: This keynote offers a practical roadmap to embracing Agentic AI as the driving force behind Positionless Marketing empowering every marketer to act autonomously, move faster, and deliver more impactful customer experiences. With agentic AI, marketers can detect customer signals in real-time, take instant action across channels, and eliminate the traditional bottlenecks of campaign creation.
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.
ShepHyken
MAY 19, 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. Removing Barriers: How Rigid Rules Can Damage Customer Relationships by Ryan Minton (Forbes) In today’s experience-driven economy, rigid policies can be a competitive disadvantage.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Brandwatch CX
MAY 19, 2025
In this era of information, people are a lot more knowledgeable about business practices that were once hidden. From clothes produced in sweatshops to avocado sales causing deforestation , people know and care about these topics; 80% of consumers believe that businesses must play a role in addressing societal issues. In the age of the customer , when brands must compete on more than price, this area is a glaring opportunity to help champion a cause andbe a force for good (and hey, maybeit helps
Forrester's Customer Insights
MAY 19, 2025
Forrester was invited to the Solutions By The Sea Data Center Vision & Partner Conference, where Eaton spoke about the impact of generative AI, future think anticipating how this changes global energy production, and what it means to the data center.
AWS Machine Learning
MAY 19, 2025
This blog post is co-written with Jonas Neuman from HERE Technologies. HERE Technologies , a 40-year pioneer in mapping and location technology, collaborated with the AWS Generative AI Innovation Center (GenAIIC) to enhance developer productivity with a generative AI-powered coding assistant. This innovative tool is designed to enhance the onboarding experience for HEREs self-service Maps API for JavaScript.
Forrester's Customer Insights
MAY 19, 2025
As B2B buyers use genAI tools and zero-click search to make decisions, traditional content strategies are falling short. Learn what content must achieve instead.
Advertisement
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.
InMoment XI
MAY 19, 2025
Financial institutions are dealing with growing customer expectations while staying compliant with stricter data privacy laws. With over 50 percent of customers willing to switch banks after one negative experience, organizations cant afford to rest on their laurels. Its increasingly important to meet modern expectations with data-driven tools. Conversational intelligence presents a powerful solution for financial service providers in this regard.
Forrester's Customer Insights
MAY 19, 2025
Flexibility Is Key To Successful Training Service Offerings Each B2B sales organization faces unique challenges in terms of changing buyer expectations, organizational/GTM structures and roles, and sales competency gaps. For this reason, sales training service providers must take a flexible approach to sales skills and methodology training.
The DiJulius Group
MAY 19, 2025
While most airlines chased customers with low fares, Delta has taken a different approachbanking on the idea that travelers would pay more for a better experience. That bold strategy has paid off: Delta is now the highest-earning airline in the U.S. and the most profitable, with a rare customer loyalty level in the industry. We. Read Full Article The post How Delta Airlines Has Made Price Irrelevant appeared first on The DiJulius Group.
Forrester's Customer Insights
MAY 19, 2025
Yes, thoughtfully designed CX programs do have tangible revenue outcomes. Yet proving ROI can be a source of frustration for CX leaders and business executives alike.
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
MAY 19, 2025
Walmart is gearing up for a revolution in how people shop, focusing on making its products attractive not just to human shoppers, but also to AI (artificially intelligent) shopping agents. As these AI bots, which can perform tasks without human intervention, start to change online shopping, retailers need to rethink their marketing strategies. AI is already altering how consumers find products via search engines by providing AI-generated summaries, but completely autonomous shopping agents will
Forrester's Customer Insights
MAY 19, 2025
Ecodesign is a continuous improvement process that aims at balancing trade-offs between minimizing environmental impact while optimizing value for customers. Its an opportunity to rethink your value chain to reduce costs and innovate for increasingly demanding green consumers and regulators.
CSM Magazine
MAY 19, 2025
Wolters Kluwer Health has received the 2024 NorthFace ScoreBoard Service Award for exceptional customer support through its Ovid and Lippincott customer service organizations. This marks the 14th consecutive year that Wolters Kluwer has achieved this honor, showcasing their commitment to customer satisfaction. The company boasts an impressive Net Promoter Score (NPS) of 83%, well above the industry average of below 40%, and a ScoreBoard Index of 4.8 out of five.
Forrester's Customer Insights
MAY 19, 2025
A significant international presence at RSAC 2025 signalled the continued importance of the U.S. as a global export platform for cybersecurity. Countries including The Netherlands, Belgium, Germany, Ireland, Italy, Spain, the UK, Korea, Singapore, and Saudi Arabia showcased national pavilions and cybersecurity companies on the show floor.
Advertisement
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
MAY 19, 2025
What are the characteristics of a great employee? How can you identify those qualities as you go through the hiring process? And how do you track employees performance after you hire them? The first quality you should look for is personality. If the position you are looking to fill requires that the employee interact with your customers and with your other employees, personality is critical.
Circular Edge
MAY 19, 2025
Migrating from an on-premises ERP like JD Edwards to a cloud-based solution like NetSuite offers businesses scalability, cost-efficiency, and modern functionality. However, the transition is complex and requires careful planning to avoid costly missteps. Below are the top 10 mistakes organizations often make during this process and how to avoid them.
CSM Magazine
MAY 19, 2025
Breaking old habits isnt easy, but the benefits of teamwork between these groups are too significant to be overlooked. Smart businesses are finding new ways to encourage collaboration across established boundaries. This guide shows simple but effective ways for these three teams to work together to increase customer satisfaction and help your business grow.
Brandwatch CX
MAY 19, 2025
Discover effective tips and strategies for TikTok advertising to boost your brand's presence. Read now for practical insights and start succeeding today!
Advertisement
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.
SurveySensum
MAY 19, 2025
Youve run the survey. The results are in. And now comes the part that matters the mostwhat you do with them. This is exactly where most teams stall: theres too much data and not enough direction. A post-survey action plan helps you churn out actionable insights from survey data, leading to tangible outcomes. So, lets understand why creating a post-survey action plan is important, how to create a post-survey action plan, some common pitfalls, and ways to overcome them.
BirdEye
MAY 19, 2025
Social media in the United Kingdom is more than a digital pastimeits a critical space where people connect, consume content, and interact with brands. According to Birdeyes industry data , businesses across sectorsfrom small local shops to multi-location enterprises are prioritising social media as a core part of their marketing and customer engagement strategies.
eGain Blogs
MAY 19, 2025
The Promise That Fell Short AI Co-pilots promised transformative improvements for contact centers, yet most enterprises still struggle to realize significant value. With Gartner projecting that 60% of poorly grounded AI initiatives will be abandoned by 2026, CX leaders must urgently rethink their approach. Despite significant effort and investment, trust is limited, adoption remains low, and measurable business outcomes are rare.
BirdEye
MAY 19, 2025
Healthcare marketing analytics has become essential to modern healthcare strategies, guiding more precise, data-backed patient engagement and care approaches. In todays dynamic healthcare environment, relying on traditional marketing methods is insufficient. Organizations must adopt advanced marketing analytics in healthcare to remain competitive and provide personalized experiences that truly connect with patients.
Advertisement
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.
Expert insights. Personalized for you.
232 
Let's personalize your content