Customer Think
MAY 31, 2025
In todays interconnected digital landscape, customer trust is a cornerstone of a successful business. With cyber threats evolving at a rapid pace, companies are compelled to invest in robust cybersecurity measures.
Happy or Not
JUNE 2, 2025
Customer satisfaction isnt staticit follows daily and weekly patterns that can make or break a shopping experience. The latest 2025 Retail CX Insights Report reveals clear customer satisfaction trends based on over 57 million feedback responses. These insights help retail leaders apply smarter customer behavior analytics to optimize staff scheduling, service quality, and the customer journey.
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CSM Magazine
JUNE 1, 2025
Today, even a superior product or service is not enough to provide a strong customer experience. You need to know what your customers need, their thoughts and how their preferences evolve as time goes on. Thats why market research is so important here. By finding out what people who use their services need, companies can improve their products and every contact point.
Retently
JUNE 4, 2025
Blink and theyre gone. After two years of one-click checkouts and grocery deliveries that show up before the coffees cold, customers have rewired their internal clocks. They expect help, demos, and checkout buttons to appear the instant they think, I need this. That mindset is fueling the live-commerce boom: a recent McKinsey survey found that 75% of people whove tried live shopping cant wait for more shows; they love seeing, asking, and buying in the same heartbeat.
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.
eglobalis
JUNE 3, 2025
Introduction: The Orchestrating Power of Customer Experience Across Customer Success, Customer Service, and Professional Services CX as an Organizational Culture and Philosophy Customer Experience (CX) today is not a department or a single functionit is a company-wide philosophy and a strategic framework. It represents the sum of every interaction, moment, and emotional outcome a customer has with a brand.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
JUNE 6, 2025
Post-call surveys have long been a staple in customer experience (CX) programs and contact center strategies. They’re a familiar way to gather immediate feedback after a customer interaction, often used to measure agent performance, track Net Promoter Score (NPS), and capture real-time customer sentiment. But here’s the challenge: response rates are dwindling.
Lumoa
JUNE 5, 2025
Netigate Product News for May 2025 Hey First name ! Lovely seeing you again, back with more exciting Netigate updates! We have had a doozy of a month, with lots of features that we think will make Netigate better for you. Let’s get started! New Look, Same News We’ve updated the look and feel of the Product News to better align with our new product offering.
TechSee
JUNE 6, 2025
In the span of just a few quarters, Visual Agentic AI has gone from emerging category to essential enterprise investment. And TechSee is at the heart of it. Since September 2024, TechSee has accelerated from powerful proof to market leader, making the visual layer a non-negotiable part of customer service strategies for Fortune 500s, telecom giants, and smart home innovators alike.
ECXO
JUNE 2, 2025
The Future of Work is HX: What Comes Next? Welcome to the Grand Finale of the HX Revolution Here we are. Article 10. The final chapter in The HX Revolution series. If youve walked this journey from the beginning, thank you. If youre just arriving, welcome to the fire. Weve spent the last nine articles exploring how Human Experience (HX) is not just a philosophy or buzzword, but a blueprint for transforming work, leadership, culture, and lives.
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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.
Calabrio
JUNE 4, 2025
Workforce Engagement Rethinking Omnichannel CX: Why WEM is the Missing Link Jump ahead Whats Getting in the Way of Great CX? Why WEM is the Secret to Seamless Omnichannel CX The Cost of Overlooking WEM in Your Omnichannel CX Strategy Want to See the Full Picture? Download Our Latest Report Share Book a demo Lets get started Delivering great customer service today is more complex than ever.
Lumoa
JUNE 5, 2025
Lumoa Product News for April 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Ask AI Filter Recognition Ask AI can now tell you a list of all Filters its able to see! This will, in the vast majority of times, just be a list of all the background variables associated with your data.
AWS Machine Learning
JUNE 4, 2025
Prompt caching in Amazon Bedrock is now generally available, delivering performance and cost benefits for agentic AI applications. Coding assistants that process large codebases represent an ideal use case for prompt caching. In this post, well explore how to combine Amazon Bedrock prompt caching with Claude Code a coding agent released by Anthropic that is now generally available.
ShepHyken
JUNE 3, 2025
Why do customers go back to the companies they love doing business with? Thats what we asked more than 1,000 customers in our annual customer experience research , and here are some of the top reasons: Employees who are helpful and knowledgeable A friendly experience (thanks to employees) A convenient and easy experience A personalized experience Employees who show empathy Customers can decide to return based on any one or a combination of these experiences,or anything else they deem to be
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.
TechSee
JUNE 3, 2025
When customers leave, its rarely because of price. More often, its because something didnt workand support made it worse. Across Reddit, support forums, and customer reviews, the stories are shockingly consistent: I spent 45 minutes on the phone just to be told to reboot again. No one believed me until the tech saw it in person. Three chats, one escalation, still no fix.
Steve DiGioia
JUNE 5, 2025
If you’re a U.S. veteran living with a 60% disability rating and you’re married, you could be entitled to $1,523.93 every single month in tax-free compensation from the Department of Veterans Affairs. But many veterans are unaware of just how much they should be receiving—or that their marital status can significantly impact that figure.
AWS Machine Learning
JUNE 3, 2025
Weve witnessed remarkable advances in model capabilities as generative AI companies have invested in developing their offerings. Language models such as Anthropics Claude Opus 4 & Sonnet 4 , Amazon Nova , and Amazon Bedrock can reason, write, and generate responses with increasing sophistication. But even as these models grow more powerful, they can only work with the information available to them.
ShepHyken
JUNE 2, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What practical benefits come from creating an uplifting workplace culture? How does a hospitality mindset improve customer service across different industries? What impact does leadership have on employee morale and customer experience? How does positive leadership help reduce staff turnover in customer-facing roles?
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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.
Doing CX Right
JUNE 5, 2025
Why are brands still measuring customer satisfaction? It once made sensebut does it now? Explore what this metric is missing & why it matters. The post Still Measuring Customer Satisfaction? That Might Be the Problem appeared first on Doing CX Right.
Steve DiGioia
JUNE 3, 2025
If you’ve been holding out hope for another round of stimulus checks in 2025, here’s the good news: thousands of Americans are still receiving payments — but not in the way most people expect. From generous state-run programs in California and Colorado to surprise tax refunds from the IRS, financial relief is trickling in across the country.
AWS Machine Learning
JUNE 4, 2025
This post is co-written with Tatia Tsmindashvili, Ana Kolkhidashvili, Guram Dentoshvili, Dachi Choladze from Impel. Impel transforms automotive retail through an AI-powered customer lifecycle management solution that drives dealership operations and customer interactions. Their core product, Sales AI, provides all-day personalized customer engagement, handling vehicle-specific questions and automotive trade-in and financing inquiries.
Blueshift
JUNE 6, 2025
“If the Starbucks secret is a smile when you get your latte… ours is that the website adapts to the individual’s taste.” — Reed Hastings, Co-founder, Netflix That one line from Netflix’s co-founder sums up a defining truth about modern marketing: Customer experience is no longer just about delight. It’s about relevance. Customers expect the digital world to respond like a concierge, where personalization is the baseline.
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.
PeopleMetrics
JUNE 5, 2025
Gen Z and Millennials aren’t harder to reach, they’re just not where most companies are looking. They make decisions in real time, across a landscape that’s fast, fluid, mobile, and social. They don’t “go online.” They live online. If you’re not showing up in the places where they discover, evaluate, and act, you’re not just irrelevant. You’re invisible!
Steve DiGioia
JUNE 3, 2025
If you’re a New Yorker earning under $300,000, you might be days away from receiving a surprise inflation relief check worth up to $400. With the cost of groceries, rent, and fuel still biting into household budgets, the state has approved millions in direct payments to help residents stay afloat. But how much will you get? When will it arrive?
AWS Machine Learning
JUNE 3, 2025
This post is co-written with Taras Tsarenko, Vitalil Bozadzhy, and Vladyslav Horbatenko. As organizations worldwide seek to use AI for social impact, the Danish humanitarian organization Bevar Ukraine has developed a comprehensive virtual generative AI-powered assistant called Victor, aimed at addressing the pressing needs of Ukrainian refugees integrating into Danish society.
Thematic
JUNE 4, 2025
Rapid qualitative analysis is a fast, structured approach for turning raw qualitative data (think interviews, surveys, or open-ended responses) into actionable insights. While often used in customer experience and product research, it’s equally valuable in fields like healthcare, education, HR, nonprofit evaluation, and policy. The five-day sprint method we’ll cover here helps teams move quickly from fieldwork to findings without sacrificing rigor.
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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.
Interactions
JUNE 2, 2025
When budgets drive business decisions, how can financial services leaders ensure that customer engagement and ease don’t fall by the wayside? This challenge is the culmination of several large issues facing financial services companies today: The competitive gates have been thrown wide open with neobanks, direct banks, digital wallets, P2P payments, and digital banking in general changing how people manage, spend, and save their money.
Steve DiGioia
JUNE 4, 2025
New York has rolled out one-time “inflation refund” checks to help residents handle the rising cost of living. If you’re a single filer making up to $75,000, you could receive $200. Married couples filing jointly with a combined income of up to $150,000 may get $400. These checks are issued automatically using 2023 tax data and funded through a state surplus generated from higher-than-expected sales tax revenue.
AWS Machine Learning
JUNE 4, 2025
Climate tech startups are companies that use technology and innovation to address the climate crisis, with a primary focus on either reducing greenhouse gas emissions or helping society adapt to climate change impacts. Their unifying mission is to create scalable solutions that accelerate the transition to a sustainable, low-carbon future. Solutions to the climate crisis are ever more important as climate-driven extreme weather disasters increase globally.
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