CX Journey

MAY 14, 2025

As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.

Leadership 268

Leadership Customer Journeys Customer Centricity Culture 268

eglobalis

MAY 20, 2025

Introduction: Why Metrics Define the CX Maturity of Your Company Customer experience is not just a branding, services or a sexy name initiative or a satisfaction goal it is much more. It is a measurable, operational, and financial discipline. Executives who still see CX as soft data are overlooking one of the clearest opportunities for growth. Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficienc

Metrics 330

Metrics Effort Score B2C B2B 330

BlueOcean

MAY 7, 2025

Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if its implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, your revolutionary analytics platformthey’re all just expensive disappointments waiting to happen without a strategic implementation pl

Technology 156

Technology Customer Experience CRM Average Handle Time 156

CX Journey

MAY 21, 2025

In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.

Technology 247

Technology Culture Innovation Leadership 247

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.

Sales

Alida

MAY 28, 2025

To become a truly customer-centric brand, you must integrate the concept into every single area and channel of your business. While many brands seek to do just this, many challenges can get in the way and hold them back from achieving this goal.

Customer Centricity 147

Customer Centricity How To Customers Brands 147

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.

Metrics 232

Metrics Measurement ROI Leadership 232

eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. In enterprise contexts with multiple stakeholders per account, a single survey often fails to capture the true sentiment of all decision-makers.

B2B 312

B2B Survey Multi-Channel Effort Score 312

C3Centricity

MAY 17, 2025

Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?

Consumers 156

Consumers Strategy Leadership Analysis 156

CX Journey

MAY 28, 2025

When we talk about experience management, the conversation tends to revolve around customers and employees and rightly so. But theres another group thats often overlooked, yet deeply influential in shaping the customer experience and upholding your brands integrity: your franchisees and licensees. (And yes, I know. Not everyone reading this works for a franchisor or licensor.

Brands 221

Brands Culture Multi-Channel System 221

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Case Study

Comm100

MAY 26, 2025

Customer support used to be simpler. You had your phones, your emails, maybe a help desk tucked away behind a velvet rope for VIPs. These days? Its a high-speed, multichannel, 24/7 operation where expectations are sky-high, and thats before you consider rolling AI into the mix. AI isnt some distant “future of support” concept anymore. Its already here, embedded in your workflows, handling the first wave of customer questions, assisting live agents behind the scenes, and sometimes eve

Multi-Channel 130

Multi-Channel e-support System Customers 130

InMoment XI

MAY 14, 2025

A note to InMoment clients from Kyle Ferguson, CEO of Press Ganey Forstas Cross-Industries Division Today is an exciting day for experience technology InMoment is now officially part of Press Ganey Forsta , a leading provider of experience measurement, data analytics and insights. Let me start by saying how genuinely excited I am to welcome InMoments clients, employees, and partners into the Press Ganey Forsta family.

Roadmap 195

Roadmap Insurance Healthcare Innovation 195

ECXO

MAY 7, 2025

The HX of Decision-Making How Companies (and People) Make the Right Choices Welcome Back to the HX Revolution Welcome back to The HX Revolution a journey that has taken us through the heart of what makes modern organizations not just functional, but human. If you’ve been with us from the beginning, you know this is more than a frameworkit’s a movement.

Leadership 156

Leadership Culture Groups System 156

TechSee

MAY 21, 2025

In today’s fast-paced customer service landscape, contact center agents face mounting pressures that often go unnoticed. While businesses strive to enhance customer experiences, the well-being of the very individuals facilitating these interactions is frequently overlooked. The Growing Strain on Contact Center Agents Recent studies reveal alarming statistics about the mental health of contact center employees: 87% of call center employees report high-stress levels at their job. ( source )

Contact Center 124

Contact Center Self Service Average Handle Time How To 124

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

C3Centricity

MAY 3, 2025

Welcome to a new style of blog post from Denyse at C3Centricity. After years of writing about the latest theories and best-practice solutions, I decided it was time to get a little (a lot?) closer to my followers with more personalised and down-to-earth pieces. Let me know which you prefer by commenting below or dropping me a line at denysedd@c3centricity.com.

Competitive Advantage 156

Competitive Advantage Innovation Analysis Meeting 156

Calabrio

MAY 21, 2025

Contact Center AI Empowering Agents with AI: A Vision for the Future of Customer Support Jump ahead AI as an Agent Enhancer, Not a Replacement AI for Real-Time Validation and Quality Support Building Confidence in AI-Driven Collaboration Choosing the Right Channels for AI Support The Future: Humans and AI, Collaborating for Excellence Building a Human-Centric AI Strategy Share Book a demo Lets get started As artificial intelligence continues to evolve, one question repeatedly surfaces: Will AI r

Contact Center 130

Contact Center Report Analytics Customers 130

Comm100

MAY 21, 2025

Imagine instantly understanding your customers’ needs, responding precisely, and consistently delivering exceptional experiences that build lasting loyalty. Today’s leading businesses are achieving exactly this through strategic use of AI in customer support. Our recent webinar highlighted how innovative companies leverage AI to foster smarter, deeper customer interactions and provided actionable insights to enhance your customer experience (CX).

Customer relationships 130

Customer relationships Competitive Advantage Wait Times Customers 130

InMoment XI

MAY 22, 2025

In 2025, your reputation impacts your revenue more than ever before. The way customers find and choose brands has fundamentally changed. They’re no longer just scrolling through traditional search resultsthey’re asking ChatGPT, Googles Gemini, and other AI tools for help. These tools respond with curated summaries based on everything they can find about your brand online.

Brands 195

Brands Retail Tools Feedback 195

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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

CX Journey

MAY 7, 2025

Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used?

Customer Journeys 203

Customer Journeys Employee Experience Culture Customers 203

TechSee

MAY 8, 2025

In today’s service economy, speed isn’t just a benefit—it’s a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.

Case Study 124

Case Study NPS Video Study 124

AWS Machine Learning

MAY 30, 2025

Generative AI revolutionizes business operations through various applications, including conversational assistants such as Amazons Rufus and Amazon Seller Assistant. Additionally, some of the most impactful generative AI applications operate autonomously behind the scenes, an essential capability that empowers enterprises to transform their operations, data processing, and content creation at scale.

Examples 110

Examples Industry Advertising Video 110

Calabrio

MAY 8, 2025

Digital Transformation Cloud vs. On-Premise Contact Centers: Which Model Will Drive Your Business Forward? Jump ahead Understanding the Fundamentals: Defining On-Premise and Cloud Contact Centers The Core Comparison: Cloud vs. On-Premise Contact Center Solutions Deep Dive: The Overwhelming Benefits of Cloud Contact Centers Meeting Skyrocketing Customer Expectations: The (Cloud) Omnichannel Imperative Addressing the Challenges of On-Premise Contact Center Solutions Making the Switch: Migrating fr

Contact Center 130

Contact Center Call Center Call Center Solutions Comparison 130

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

Comm100

MAY 7, 2025

The best support agents in any organization are easily recognizable; they remain calm under pressure, are lightning-fast with their answers, and are extremely detail-oriented. Now imagine giving every agent on the team the same superpowers. Thats the promise of AI Copilots. Theyre not here to replace your team; theyre here to amplify their impact. From surfacing the right information at the right time to rewriting responses with perfect tone and clarity, AI Copilots work behind the scenes to rem

Customer Service 130

Customer Service ROI Effort Score Knowledge Base 130

Alida

MAY 21, 2025

Discover how Alida's platform helps you test concepts, pre-test campaigns, and iterate UX ideas. Gain a competitive edge with community benchmarking.

How To 130

How To User Experience 130

CXS

MAY 25, 2025

Executive Summary In an era of endless options and increasing digital complexity, trust has become the ultimate competitive differentiator for B2B companies. This white paper explores how organizations can build, maintain, and leverage trust to drive customer loyalty and business … The post The Trust Factor: How B2B Companies Win Customers in a Competitive Landscape | Whitepaper appeared first on CX Canada 2024.

B2B 130

B2B Company Loyalty Customers 130

TechSee

MAY 28, 2025

Smart homes are everywherebut smart service? Still catching up. As connected devices flood households, brands face an undeniable truth: the smartest product in the world still fails if customers cant set it up, troubleshoot it, or trust it. Missed activations, churn from poor Wi-Fi, and early product returns are costing the industry billions. Thats why the smartest brands are turning to Visual Agentic AI.

Average Handle Time 109

Average Handle Time NPS Customer Expectations Connections 109

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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

AWS Machine Learning

MAY 28, 2025

In the financial services industry, analysts need to switch between structured data (such as time-series pricing information), unstructured text (such as SEC filings and analyst reports), and audio/visual content (earnings calls and presentations). Each format requires different analytical approaches and specialized tools, creating workflow inefficiencies.

Data 103

Data Knowledge Base Financial Analysis 103

Calabrio

MAY 30, 2025

Workforce Management From Oversight to Ownership: Rethinking Performance Management in the Modern Contact Center Jump ahead Legacy Approaches Meet Modern Demands: Performance Management at a Crossroads Visibility: The Catalyst for Engagement and Action Breaking the Cycle of Fragmentation Coaching That Builds, Not Just Fixes The Real ROI: Retention, Readiness, and Results Leading the Shift: From Management to Empowerment Share Book a demo Lets get started The contact center has undergone a profou

Contact Center 130

Contact Center Management Call Center ROI 130

Zeisler Consulting

MAY 7, 2025

Everything is digital these days. I know, I know; I sound like an old man…perhaps shaking his fist and yelling at clouds. And of course its an exaggeration. And Im not talking about how even traditionally brick-and-mortar brands allow you to order their goods online and have them delivered to your home. Nor do I mean that even my dentist has a website nowadays (I had to throw in the word nowadays to keep my old-man cred).

Customer Centricity 93

Customer Centricity Policies System Brands 93