rethinkCX

APRIL 22, 2025

Explore the best CX certification programs to advance your career in customer experience. Compare top options, benefits, and how to choose the right path.

Customer Experience Professionals 52

Customer Experience Professionals Customer Experience Customers How To 52

Optimove

APRIL 23, 2025

Re-engage your churned customers with this guide Download Now Why it Matters: Customer retention is essential to brand growth and loyalty cannot be taken for granted. Even as most consumers stay connected to their go-to brands, 47% are still exploring alternatives every week. This makes retention especially challenging in retail, where competitive pricing and endless choice create constant churn risk.

Brands 52

Brands Strategy Retail Loyalty 52

Blake Morgan

APRIL 22, 2025

Too many companies think theyve checked the AI boxonly to find their CX still falling short. On this episode of The Modern Customer Podcast , Im joined by Deon Nicholas, founder and executive chairman of Forethought, for a rapid-fire conversation recorded live at the Qualtrics X4 Summit in Salt Lake City.

Leadership 69

Leadership Tools Feedback Customer Focused 69

Adrian Swinscoe

APRIL 21, 2025

Millennials and Generation-Z dont want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty [] The post Unpacking the voice assumptions that are holding back many CX efforts first appeared on Adrian Swinscoe.

Consumers 59

Consumers Communication Culture Customer Experience 59

Speaker: Kevin Burke, Founder & Managing Director at Digital One and AI & Automation Consultant

AI and automation are currently transforming the way sales and marketing teams operate. Generative AI crafts personalized outreach at scale, while conversational AI bots are engaging prospects in real time. Robotic process automation streamlines manual workflows by triggering tasks the moment a prospect takes a key action, and advanced AI analytics surface hidden patterns in the pipeline, improve forecasting, and help teams make data-driven decisions with confidence.

Sales

Calabrio

APRIL 24, 2025

Customer Experience Contact Center AI How Automated Quality Management is Revolutionizing Agent & Customer Experience Jump ahead What is Automated Quality Management? The Problem with Manual Quality Assurance: Why AQM is Essential Defining Automated Quality Management: How It Works Key Features & Capabilities of Top Auto QM Systems The Transformative Benefits of Automated Quality Management Implementing AQM: What to Consider Calabrio's Enhanced Approach to Automated Quality Manageme

Management 130

Management Contact Center Customer Experience Effort Score 130

C3Centricity

APRIL 19, 2025

There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. As we navigate through 2025, the consumer landscape continues to shift at an unprecedented pace, challenging CPG brands to move beyond reactive strategies and embrace a truly consumer-centric approach.

Consumers 156

Consumers Loyalty Brands Touchpoint 156

IntouchInsight

APRIL 25, 2025

In most major metropolitan markets, grabbing a pizza at a gas station can feel like a last resort. Sure, it's convenient, but more consumers don't expect much beyond that. But the landscape is shifting. Convenience stores (C-Stores) are no longer just pit stops. They're rapidly evolving into legitimate players in the carryout pizza scene, and in some smaller markets, they are leading the pack.

Trends 156

Trends Consumers Marketing Software 156

AWS Machine Learning

APRIL 24, 2025

This blog post is co-written with Renuka Kumar and Thomas Matthew from Cisco. Enterprise data by its very nature spans diverse data domains, such as security, finance, product, and HR. Data across these domains is often maintained across disparate data environments (such as Amazon Aurora , Oracle, and Teradata), with each managing hundreds or perhaps thousands of tables to represent and persist business data.

Resources 117

Resources Examples Data Training 117

TechSee

APRIL 24, 2025

There’s a painful irony at the heart of smart home innovation. Consumers invest in connected devices (cameras, doorbells, thermostats) to simplify life. But when setup goes sideways due to WiFi issues, that “smart” experience suddenly feels pretty dumb. Frustrated customers pack up the product, initiate a return, and share their disappointment online.

Self Service 124

Self Service Average Handle Time How To First Call Resolution 124

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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.

Contact Center

Calabrio

APRIL 24, 2025

Contact Center AI The Future is Now: How Contact Center AI is Transforming Workforce Performance & Customer Experience Jump ahead The AI Imperative in Today's Contact Centers Top Contact Center AI Trends & Use Cases How Calabrio Powers an AI-Driven Contact Center Preparing for the Future: How to Embrace Contact Center AI that Empowers Agents and Customers Fueland Future-ProofYour Growth with Purpose-Built Contact Center AI Share Book a demo Lets get started The contact center landsc

Contact Center 130

Contact Center Self Service Customer Experience Analytics 130

ShepHyken

APRIL 22, 2025

I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something youve never had in stock? Some customers might still be angry that you do not have what they want. And even if they arent, whether the item is out of stock or you just dont carry it, that doesnt mean you cant make the customer happy.

Customer Service Training 89

Customer Service Training Sales Customers Customer Service 89

AWS Machine Learning

APRIL 24, 2025

Customers today expect to find products quickly and efficiently through intuitive search functionality. A seamless search journey not only enhances the overall user experience, but also directly impacts key business metrics such as conversion rates, average order value, and customer loyalty. According to a McKinsey study , 78% of consumers are more likely to make repeat purchases from companies that provide personalized experiences.

Ecommerce 117

Ecommerce Retail Video Brands 117

The DiJulius Group

APRIL 24, 2025

201: Navigating Uncertainty: The Opportunities of a Recession Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on.

Communication 84

Communication Groups Strategy Employee Experience 84

Speaker: David Worrell, CFO, Author & Speaker

Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.

Financial

Thematic

APRIL 21, 2025

Your users are your best source of feedback. Why? Because they're the ones actually using your product or service—experiencing firsthand what works, what doesn't, and what could be better. They spot the issues you might miss and highlight opportunities for improvements you may never have considered. That's why building a robust user feedback loop is crucial.

Feedback 62

Feedback Roadmap NPS Effort Score 62

ShepHyken

APRIL 21, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI? What is the difference between generative AI, analytical AI, and agentic AI? What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?

Customer Experience 70

Customer Experience B2C Analytics Chatbots 70

AWS Machine Learning

APRIL 21, 2025

This post is co-written with Vikram Gundeti and Nate Folkert from Foursquare. Personalization is key to creating memorable experiences. Whether its recommending the perfect movie or suggesting a new restaurant, tailoring suggestions to individual preferences can make all the difference. But when it comes to food and activities, theres more to consider than just personal taste.

Insurance 111

Insurance Entertainment Financial User Experience 111

IntouchInsight

APRIL 19, 2025

A customer swings by your store on the way to work, grabs a breakfast sandwich, taps the screen to pay, and waits. Nothing happens. Anothers mobile order isnt ready when they arrive. A driver at the pump fumbles with the loyalty app, unsure if it even worked. These moments may seem small, but in a convenience store, every second counts.

Loyalty 156

Loyalty Customers 156

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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

Thematic

APRIL 21, 2025

Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. Unlike with B2C, where you get insights from individuals, in B2B, you get insights from an entire organization, often with multiple stakeholders involved in decisions. So, a B2C retailer might analyze one shopper’s buying habits, whereas a B2B company must understand a client account with multiple stakeholders and longer p

B2B 62

B2B Customer Insights Engagement How To 62

ShepHyken

APRIL 21, 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. What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance (Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in custome

Customer Service 70

Customer Service Case Study Hospitality Loyalty 70

AWS Machine Learning

APRIL 21, 2025

Large language models (LLMs) have become integral to numerous applications across industries, ranging from enhanced customer interactions to automated business processes. Deploying these models in real-world scenarios presents significant challenges, particularly in ensuring accuracy, fairness, relevance, and mitigating hallucinations. Thorough evaluation of the performance and outputs of these models is therefore critical to maintaining trust and safety.

Metrics 107

Metrics Comparison Effort Score Measurement 107

CSM Magazine

APRIL 24, 2025

When did sustainability become something we only associate with recycling bins or solar panels? The truth is, sustainability goes far beyond environmental effortsits about how businesses treat people, manage resources, and operate day to day. A companys approach to customer service and its handling of something as essential as water quality both reflect a deeper commitment to long-term success and responsibility.

Resources 59

Resources Company Hotels Customer Relationship Management 59

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Thematic

APRIL 21, 2025

Every customer support interaction is an opportunity to make a lasting impression. As Maya Angelou wisely said, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."​ This sentiment is especially true in customer service. A single unresolved issue or a delayed response can leave customers feeling undervalued, leading them to quietly take their business elsewhere.

Feedback 62

Feedback Customer Service Effort Score Net Promoter Score 62

BirdEye

APRIL 23, 2025

In todays competitive landscape, customer experience (CX) in Australia is no longer a nice-to-haveits a strategic necessity. Australian consumers are more informed and connected and expect consistent, relevant interactions. Businesses that meet these expectations are gaining a clear edge. A focused CX strategy enhances customer satisfaction, loyalty, and overall business outcomes.

Strategy 52

Strategy Customer Experience Customer Journeys Social Media 52

AWS Machine Learning

APRIL 24, 2025

AWS Field Experience (AFX) empowers Amazon Web Services (AWS) sales teams with generative AI solutions built on Amazon Bedrock , improving how AWS sellers and customers interact. The AFX team uses AI to automate tasks and provide intelligent insights and recommendations, streamlining workflows for both customer-facing roles and internal support functions.

Sales 73

Sales Customer Engagement Interaction Innovation 73

MiaRec

APRIL 21, 2025

Tracking churn risk has long been one of the toughestand most criticalchallenges for CX and Operations leaders. Numerous statistics highlight the importance of reducing customer churn. One in particular never ceases to amaze me as a former contact center manager: A study by Bain & Company shows that increasing customer retention rates by just 5% can increase profits by 25% to 95%.

Customer Retention 59

Customer Retention Contact Center Study Customers 59

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

Alida

APRIL 22, 2025

Understanding your users is the key to creating exceptional digital experiences. With the right UX research tools, you can collect, analyze, and act on user feedback effectively. Whether you're conducting qualitative interviews or analyzing quantitative interaction data, having the right user research software and UX research platforms can make all the difference.

Tools 130

Tools Software Feedback Interaction 130

CSM Magazine

APRIL 25, 2025

High-quality customer service is required for any business to succeed. It helps in retaining existing customers while attracting new ones through positive word-of-mouth. However, many businesses struggle to maintain exceptional customer service standards without feeling overwhelmed by their clienteles demands. Providing outstanding customer service can be demanding, requiring careful planning and execution.

Customer Service 52

Customer Service Multi-Channel How To Exceptional Customer Service 52

BirdEye

APRIL 24, 2025

Testimonial advertising has quietly become the most credible tool in a marketers arsenal not because its flashy, but because its real. When ad fatigue sets in and skepticism rises, polished campaigns fall short. What todays customers want isnt another bold promise they want proof. And nothing builds that faster than hearing directly from someone whos been in their shoes.

Advertising 52

Advertising Examples Multi-Channel Social Media 52