Adrian Swinscoe
JUNE 9, 2025
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 […] The post The future of CX and agentic CX – Interview with Sid Banerjee of Medallia first appeared on Adrian Swinscoe.
AWS Machine Learning
JUNE 9, 2025
Voice AI is transforming how we interact with technology, making conversational interactions more natural and intuitive than ever before. At the same time, AI agents are becoming increasingly sophisticated, capable of understanding complex queries and taking autonomous actions on our behalf. As these trends converge, you see the emergence of intelligent AI voice agents that can engage in human-like dialogue while performing a wide range of tasks.
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ShepHyken
JUNE 9, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does customer segmentation impact how customer experiences are designed? How can businesses navigate conflicts between different customer groups seeking unique experiences? In what ways do ideological differences between customers influence brand experience?
Customer Think
JUNE 9, 2025
In this interview, CEO Sage Zaree shares timely insights into the most critical customer experience (CX) trends reshaping the way brands engage, serve, and retain their audiences. From personalization to CX KPIs, Sage outlines how top-tier organizations are architecting customer journeys that scale, optimize, and convert target audiences. Let’s start with personalization.
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.
AWS Machine Learning
JUNE 9, 2025
This is a guest post co-authored by Evan Miller, Noah Kershaw, and Valerie Renda of Kepler Group At Kepler , a global full-service digital marketing agency serving Fortune 500 brands, we understand the delicate balance between creative marketing strategies and data-driven precision. Our company name draws inspiration from the visionary astronomer Johannes Kepler, reflecting our commitment to bringing clarity to complex challenges and illuminating the path forward for our clients.
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
JUNE 9, 2025
Multi-channel transcription streaming is a feature of Amazon Transcribe that can be used in many cases with a web browser. Creating this stream source has it challenges, but with the JavaScript Web Audio API , you can connect and combine different audio sources like videos, audio files, or hardware like microphones to obtain transcripts. In this post, we guide you through how to use two microphones as audio sources, merge them into a single dual-channel audio, perform the required encoding, and
CSM Magazine
JUNE 9, 2025
With the WFM Community Day in London approaching, Sabio’s Scott Doherty gives some insights into how you can tackle the issue of high call abandonment rates. Tip 1: Implementing Strategic Call-Back Solutions and Queue Management One of the most effective ways to reduce call abandonment rates in the contact centre is through the strategic use of intelligent call-back solutions, paired with optimised queue management.
Steve DiGioia
JUNE 9, 2025
If you’re living in California or New York, don’t be surprised if your bank balance ticks up this year. That’s because both states are rolling out new stimulus-style relief payments worth up to $500—and depending on your income, you may already qualify without doing anything. Unlike the federal COVID-era stimulus checks, this money is coming directly from state programs, aimed at helping working families and middle-income residents keep up with rising prices.
DCX
JUNE 9, 2025
June 9, 2025 Read time: ~5 minutes 👋 Welcome to DCX AI Today Happy June 9! Today, we’re exploring how AI isn’t just changing customer experience—it’s shaping what comes next. We’ve got awards, partnerships, and futuristic commerce to explore. 🔍 🔊 Today’s Energy The wave of AI in CX is proving its impact now, through awards, automation, and next-gen systems.
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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.
Steve DiGioia
JUNE 9, 2025
If you’re living in Alaska, you could be just days away from receiving a $1,702 payment, and no—it’s not a scam, and it’s not federal stimulus. This money comes straight from the state’s legendary Permanent Fund Dividend (PFD), a unique program that pays eligible residents a share of Alaska’s oil revenue each year. And yes, it’s happening again this June.
Customer Think
JUNE 9, 2025
While we are all looking for ways to improve processes and drive efficiencies, sometimes the most effective improvements come from an examination of oneself and a better understanding of the humans who comprise your team. Here are eight key lessons I have learned over the years as VP of Customer Experience: 1.
Blueshift
JUNE 9, 2025
Marketers today are drowning in data, but just having access to it doesn’t automatically lead to smarter decisions. The real challenge is turning all that information into meaningful insights that actually move the needle on customer engagement and campaign performance. Many marketing teams hit roadblocks with data systems that are too complex to navigate without engineering help.
SurveySensum
JUNE 9, 2025
Already feeling the pressure to find a new feedback tool? You’re not alone. As Delighted officially shuts its doors by 2025, businesses everywhere are scrambling to find a platform that’s equally user-friendly, or even better. Considering switching to Qualtrics? Fair warning: it’s powerful, but it can feel too complex or enterprise-heavy , especially if you’re just looking for something simple, fast, and effective.
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.
Customer Think
JUNE 9, 2025
Once your customer advisory board (CAB) meeting is concluded, CAB managers should have a clear idea of what to do afterward.
Forrester's Customer Insights
JUNE 9, 2025
We just spent an amazing two days at FinOps X, the annual conference hosted by the FinOps Foundation. This year’s conference was the largest ever at 2,000 attendees, a 20% increase from 2024.
Customer Think
JUNE 9, 2025
AI is no longer a futuristic concept in retail—it’s the engine powering today’s transformation. From theft prevention to hyper-personalized experiences, AI is now viewed as essential for modern retail operations.
Steve DiGioia
JUNE 9, 2025
If you’ve seen the headlines or TikToks claiming a new stimulus check is hitting bank accounts this June, you’re not alone. Social media is lighting up with questions like “Is a fourth check coming?” or “Will I get another $1,400?” But before you start refreshing your IRS refund tracker, here’s the truth: no fourth federal stimulus check has been approved for June 2025—and no official plans have been announced to change 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.
Customer Think
JUNE 9, 2025
Support teams are often the first to know when something breaks, when customers are confused, or when a feature doesn’t land. They have more direct conversations with users than any other function. And yet, in many companies, their insights rarely make it to the roadmap, the campaign brief, or the sales strategy meeting.
Steve DiGioia
JUNE 9, 2025
With rumors spreading like wildfire across social media, many Americans are asking a very serious question: Is President Trump about to send out $5,000 stimulus checks this June through something called the “DOGE Dividend” plan? The answer isn’t as simple—or as hopeful—as some viral videos might lead you to believe. Despite widespread buzz and even supportive comments from Trump and Elon Musk, there are no $5,000 checks being issued in June 2025.
Customer Think
JUNE 9, 2025
First the good news: Executives today overwhelmingly understand that the customer experience is fundamental to success. I see this in my interactions with leaders at all kinds of businesses. Now, my company has fresh data to show it.
Steve DiGioia
JUNE 9, 2025
If you’ve seen buzz online about a fresh $5,000 stimulus check tied to something called the “DOGE Dividend,” you’re not alone. Thousands of Americans are searching for answers, wondering if a big cash payout is really on the way this summer. But here’s the truth: no such check is being sent in June 2025—at least not yet. While the plan sounds flashy and even promising, the reality behind it is more complicated than a viral tweet or campaign promise.
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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.
Customer Think
JUNE 9, 2025
Business-to-business corporate sales can drag out even if you do everything perfectly. But if you make this one mistake, your chances of making the sale are little to none. The mistake made most often is to ignore the main barrier to an enterprise sale: The primary buyer’s fear of embarrassment.
Customer Think
JUNE 9, 2025
Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from him about the just-announced United JetBlue partnership that will bring United back to JFK in 2027. First, and most importantly, don’t call it a merger.
Customer Think
JUNE 9, 2025
Customer Support, Customer Service, and Customer Care (whichever you call it) tends to be a predominantly transactional existence: Customer has a problem, question, issue, etc.; Customer contacts brand; brand helps Customer (ideally); Customer goes on about life. And on and on.
Customer Think
JUNE 9, 2025
When things are running smoothly, everyone’s happy – and everyone takes credit. But when a sale falls through, the fingers start wagging, and the blame game begins. Often, marketing and sales will point those fingers at each other.
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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.
Customer Think
JUNE 9, 2025
The past weeks certainly brought a lot of news, with SAP Sapphire and Salesforce’s surely strategically timed announcement of acquiring Informatica, ranging at the top. I have covered both in recent articles. The enterprise software landscape is crackling with energy, and Artificial Intelligence (AI) is certainly the star of the show.
Customer Think
JUNE 9, 2025
In a world where agility often defines success, one truth has become clear: the traditional way of building software no longer works for the pace of modern business. Digital transformation today isn’t just about adopting the latest technologies or automating what you already do.
Customer Think
JUNE 9, 2025
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