Customer Think
MAY 28, 2025
Lets be honest: customer experience (CX) professionals are obsessed with journey maps, frictionless flows, and post-purchase satisfaction. And rightly so, getting the operational side of CX right is critical. But heres the hard truth: even the most seamless journey can fall flat if its not backed by a strong, credible, and emotionally resonant brand perception.
DCX
MAY 27, 2025
CX isn’t about the customer. Not at first. It’s about you—your mindset, your work ethic, your ability to care when no one’s watching. I didn’t dream of a career in CX. I landed here by accident, like most of us. One messy project. One angry customer. One fire I stayed late to put out. Next thing I knew, I was “the CX guy.” Since then, I’ve seen what works and what wears people down.
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Thematic
MAY 28, 2025
Open any inbox, and you’ll see it: a rush of feelings dressed up as words: joy, irritation, quiet praise, and loud complaints. Sentiment analysis turns that emotional static into a dashboard you can act on. Wondering how sentiment analysis can be used to improve customer experience? Think of it as a translator: it converts tone into tasks. Modern sentiment analysis tools help companies detect patterns in feedback and respond proactively.
ShepHyken
MAY 27, 2025
Ive been reviewing my customer experience research , specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove thatcustomers are frustrated and lack confidence in how companies are using AI: In general, 57% of customers are frustrated by AI-fueled self-service options. 49% of customers say technologies like AI and ChatGPT scare them. 51% of customers have received wrong or incorrect information from an AI self-service bot.
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.
CX Network
MAY 27, 2025
Learn about how to keep customer experience (CX) human in the age of artificial intelligence
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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.
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
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
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.
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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
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.
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.
ShepHyken
MAY 26, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses maintain consistent customer service across different industries? How does staff training influence customer satisfaction? How does community involvement enhance customer loyalty? Can one employee’s actions shape the reputation of an entire franchise network?
TechSee
MAY 30, 2025
Customer Relationship Management (CRM) systems were designed to centralize data and simplify customer service operations. But in 2025, centralization isnt enough. Leading enterprises are discovering that their CRM is only as powerful as the context it captures. And context, increasingly, is visual. Text fields, tickets, and chat logs can only go so far in accurately describing a problem.
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.
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.
Beyond Philosophy
MAY 24, 2025
How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you’re not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get?
Thematic
MAY 29, 2025
Numbers don’t tell the whole story. They can show you what’s happening, but not why it’s happening. Your NPS might drop five points overnight, but was it a confusing onboarding flow, a delayed delivery, or a missing feature that caused it? Without the customer’s own words, you’re just guessing. You need qualitative surveys to uncover the emotion, friction, and intent behind every score or behavior.
TechSee
MAY 27, 2025
AI has changed how we write, code, and create. Now , its changing how we serve. Welcome to the age of Vibe Service. Vibe Service sets a new standard for customer service experience where support is not just fast or automated but emotionally aware and visually in tune with the moment. Vibe Service takes the effort and specialized training traditionally required to deliver great service experiences so your team and your customers can truly vibe.
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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.
AWS Machine Learning
MAY 29, 2025
AI image generation has emerged as one of the most transformative technologies in recent years, revolutionizing how you create and interact with visual content. Amazon Nova Canvas is a generative model in the suite of Amazon Nova creative models that enables you to generate realistic and creative images from plain text descriptions. This post serves as a beginners guide to using Amazon Nova Canvas.
Calabrio
MAY 27, 2025
Workforce Management Workforce Management vs. Workforce Optimization: Understanding the Key Differences Jump ahead Key Takeaways What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? Key Differences Between WFM and WFO Why Contact Centers Need Both WFM and WFO How Calabrio Integrates WFM and WFO Share Book a demo Lets get started Most contact centers struggle with a fundamental question that impacts everything from agent satisfaction to customer experience: Are they managing
Thematic
MAY 25, 2025
Building a strong voice of the customer program starts with writing questions that not only gather responses but spark real insight. It’s not enough to ask what customers think—you need to ask it in a way that’s thoughtful, focused, and aligned with the experience you’re trying to understand. In this guide, we’re not just naming survey frameworks like NPS or CSAT—we’re showing you how to write better questions for each one.
PeopleMetrics
MAY 29, 2025
The question comes up regularly: "Should we tie our team's compensation to customer survey results?" It's an appealing idea. Customer feedback directly influences pay, creating powerful alignment between employee behavior and customer satisfaction. But after years of helping clients implement these programs, we've learned it's far more nuanced than it first appears.
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.
AWS Machine Learning
MAY 30, 2025
Generative AI applications seem simpleinvoke a foundation model (FM) with the right context to generate a response. In reality, its a much more complex system involving workflows that invoke FMs, tools, and APIs and that use domain-specific data to ground responses with patterns such as Retrieval Augmented Generation (RAG) and workflows involving agents.
Calabrio
MAY 26, 2025
Workforce Management What is a Quality Management System? Jump ahead Key Takeaways What is a Quality Management System? Essential Elements: What Makes Up a Quality Management System? Benefits of Quality Management Systems How to Implement a Quality Management System Closing Thoughts Choosing Calabrio for Quality Management Share Book a demo Lets get started Quality doesn’t happen by accident.
Thematic
MAY 28, 2025
Every business says they care about their customers, but how do you prove it? One way is by actively listening to the voice of customer and doing something with what you hear. A structured voice of the customer process matters because it turns scattered feedback into real improvements. Without a clear process, even well-intentioned companies can drown in data or miss critical insights.
PeopleMetrics
MAY 30, 2025
Waymo now gives more rides in San Francisco than Lyft! Let that sink in. A fleet of 300 self-driving cars is outperforming 45,000 human drivers in one of America's most complex urban environments. Each Waymo vehicle does the work of over 150 people, not through brute force, but through intelligent automation. This isn't just a transportation story. It's a blueprint for every industry grappling with the same fundamental question: How do we move from labor-intensive processes to intelligent system
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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
MAY 28, 2025
Large language models (LLMs) have revolutionized the way we interact with technology, but their widespread adoption has been blocked by high inference latency, limited throughput, and high costs associated with text generation. These inefficiencies are particularly pronounced during high-demand events like Amazon Prime Day, where systems like Rufusthe Amazon AI-powered shopping assistantmust handle massive scale while adhering to strict latency and throughput requirements.
Provide Support
MAY 28, 2025
For years, chatbots have helped contact center managers cut costs and provide 24/7 service. However, many of these bots struggle with understanding natural language. In contrast, ChatGPT excels at interpreting complex languages and offers more human-like interactions.
Adrian Swinscoe
MAY 30, 2025
Todays interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting [] The post Customer-centric innovation and Amazons PRFAQ Interview with Marcelo Calbucci first appeared on Adrian Swinscoe.
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