Blake Morgan
JUNE 24, 2025
Customer experience is no longer a “nice-to-have.” It’s a core business driver that directly impacts growth, loyalty, and long-term success for modern businesses.
ShepHyken
JUNE 24, 2025
When things go wrong for your customer, that’s when you have the best opportunity to prove how good you really are. Anyone can look good when everything is running smoothly, but your true customer service “chops” show up during a service failure. I recently went to a doctor’s office for an appointment. I arrived early to check in. The nurse at the desk was – no exaggeration – horrified that she had to tell me there was a glitch in the scheduling software, and my appointment had to be reschedu
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Interactions
JUNE 23, 2025
Today’s customer journey doesn’t follow a straight line, and it certainly doesn’t stick to one channel. Whether it’s a quick question over chat, a follow-up by phone, or a request through SMS, customers expect to get help when and how they want it. That expectation holds true across industries and demographics, and it’s raising the bar for what “good service” really means.
The DiJulius Group
JUNE 26, 2025
The Customer Experience Action Statement Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers, emphasizing the need for actionable.
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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.
DCX AI Today
JUNE 24, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders 🗓️ Tuesday, June 24, 2025 ⏱️ Read Time: ~5 minutes 👋 Welcome The AI skeptics in your C-suite just got their answer. While they were debating whether chatbots could handle returns, forward-thinking CX teams quietly built systems that detect customer emotions, fix billing issues autonomously, and scale empathy across millions of interactions. 📡 Signal in the Noise Watch the money, not the m
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ECXO
JUNE 24, 2025
Closing the Loop on Negative Feedback: The Art of Turning Complaints into Loyalty Let’s be real: nobody loves getting negative feedback. It stings. It messes with our pride. It puts us face-to-face with something we don’t want to admit: we’re not always doing as well as we think we are. But here’s the paradox: negative feedback is a gift. A slightly rude, sometimes passive-aggressive, often uncomfortable gift… but a gift nonetheless.
InMoment XI
JUNE 27, 2025
Did you know that 88% of organizations plan to moderately or extensively increase their investment in technologies related to data operations over the next year? This trend highlights the increase in the amount of data generated by organizations. But, while technology platforms and data infrastructure receive significant attention and investment, it’s the human element that often determines whether data initiatives succeed or fail.
CX Journey
JUNE 25, 2025
Almost 10 years ago, I wrote an article about why employee retention is such a challenge. Things haven’t changed much. At the time, I basically said: How can employers ensure that employees will stay? There are a few ways, but they all fall under one large umbrella topic: leadership must focus on the employee experience. Employee retention is challenging because it sits at the intersection of leadership, culture, purpose, and modern expectations, and most companies underestimate how much a
Calabrio
JUNE 24, 2025
Workforce Engagement 7 Questions Every Contact Center Leader Should Ask About Retention Share Book a demo Let’s get started In contact centers, every agent departure carries a steep cost. Replacing just one contact center agent can cost up to $20,000 on average. And that price tag doesn’t even factor in the lost expertise, strained customer experiences, and mounting pressure turnover can place on your team.
Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive
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 experts Brendan Sweeney and David Phelan 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.
Comm100
JUNE 23, 2025
Nobody wakes up excited about deploying software on-premises. If you’re reading this, chances are you’re not here by choice. Maybe your compliance team handed down requirements for an AI Live Chat solution that rule out cloud solutions. Perhaps your IT security policies demand complete data control. Or your industry regulations simply won’t budge on where customer data can live.
Alida
JUNE 27, 2025
At the recent Toronto edition of the Insights Exchange, research leaders from brands like Crave, Arc’teryx, and others gathered to share how they’re navigating a world of constant change. While challenges like speed, scale, and complexity persist, the conversation revealed a clear shift in how organizations are approaching customer insights.
TechSee
JUNE 26, 2025
Most startups begin with a pitch. TechSee began with a problem. Years ago, Eitan Cohen found himself constantly troubleshooting his mother-in-law’s home setup—her TV wouldn’t sync, her computer kept crashing, and her smart devices wouldn’t connect. She couldn’t explain what was going wrong, and he couldn’t figure it out without being there in person.
ShepHyken
JUNE 23, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can cultural differences impact customer service interactions? What role does personalization play in enhancing the customer experience across different cultures? Why is it essential to understand local cultural perceptions when building brand value?
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
JUNE 23, 2025
Modern enterprises are rich in data that spans multiple modalities—from text documents and PDFs to presentation slides, images, audio recordings, and more. Imagine asking an AI assistant about your company’s quarterly earnings call: the assistant should not only read the transcript but also “see” the charts in the presentation slides and “hear” the CEO’s remarks.
Brandwatch CX
JUNE 24, 2025
The customer service and the marketing departments of a company are usually two distinct and very different departments. However, smart businesses are realizing that in this day and age of social media and online reviews that customer service and marketing go hand in hand. It is very important for organizations to change the policies of old and have marketing and customer service work together, as each department can make the other’s job easier and achieve goals faster.
TechSee
JUNE 24, 2025
When you work alongside the world’s most connected brands, you start to recognize emerging patterns—signals that reveal not just where the industry is going, but what it’s learning along the way. Visual Agentic AI is no longer theoretical. It’s being used, tested, and refined in real-world service environments. The enterprises adopting it aren’t chasing trends—they’re solving persistent service challenges with a new kind of clarity.
IntouchInsight
JUNE 27, 2025
Picture this: You step up to the counter at your favorite quick-service restaurant. You’re greeted with a smile, your order’s taken without a hitch, and five minutes later, your food is hot, fresh, and exactly how you asked for it. The whole experience feels… smooth.
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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.
ShepHyken
JUNE 22, 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. How to Improve Retail Customer Experiences: 12 Practical Tips (2025) by Shopify Staff (Shopify) Learn what a great retail customer experience looks like, with 12 practical tips to improve the retail experience and generate more sales.
Beyond Philosophy
JUNE 21, 2025
How do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton. Published by Harvard Business Review Press, the book is called: The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things Available here: [link] Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient atte
Steve DiGioia
JUNE 27, 2025
For millions of Americans who rely on Supplemental Security Income (SSI), July 2025 could bring unexpected delays in payments. While SSI checks are typically issued without a hitch, there are several factors this year that might cause a delay. From government agency issues to changes in the payment schedule, if you’re expecting your benefits, here’s why you might not see them on time this July.
Thematic
JUNE 22, 2025
Companies use CX surveys to figure out what’s working and what’s not. But are they really learning what matters most to customers? Most of these surveys rely on ratings. Customers score experiences with a number. But that number often lacks context. Teams end up guessing what a 6 or 7 really means. Meanwhile, most customers don’t even bother responding.
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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.
Adrian Swinscoe
JUNE 26, 2025
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without context, an insight is worth nothing – Interview with Jochem van der Veer of TheyDo first appeared on Adrian Swinscoe.
CX Network
JUNE 26, 2025
Customer Experience Inspiration and Insight Content CX Reports CX Guides News Articles Interviews Videos Webinars White Papers Content Hubs Insight by Coveo Insight by Cyara Insight by Freshworks Insight by Genesys Insight by NICE Insight by Qualtrics Insight by Sprinklr Insight by SurveyMonkey Insight by Talkdesk Insight by Twilio Insight by Zendesk Insight by Zoom CX Replay Videos CX All Access & Events All Access: Free CX Webinar Series Conferences Exchanges Webinars Sponsorship About Abo
Steve DiGioia
JUNE 24, 2025
If you were looking forward to a Social Security payment on Wednesday, June 25, there’s a good chance your account will stay quiet. That’s because only a specific group of beneficiaries will receive a payment on that day, while millions of others won’t see a dime. Confusion often arises when people forget that Social Security checks are issued based on birth dates and benefit start dates — and this month, most recipients have already been paid.
Thematic
JUNE 23, 2025
In the world of customer feedback AI, teams face a tough choice: pour resources into a custom in-house system or rely on a one-size-fits-all tool for qualitative data analysis. Fully DIY builds can be costly and slow, while off-the-shelf solutions often feel limiting. Is there a smarter path that avoids both pitfalls? Many organizations believe so. They’re exploring a hybrid build partner customer feedback AI strategy that combines the best of both worlds.
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
JUNE 24, 2025
This post is co-written with Sergio Zavota and Amy Perring from NewDay. NewDay has a clear and defining purpose: to help people move forward with credit. NewDay provides around 4 million customers access to credit responsibly and delivers exceptional customer experiences, powered by their in-house technology system. NewDay’s contact center handles 2.5 million calls annually, so having the right technology to empower their customer service agents to have effective conversations with customers is
PeopleMetrics
JUNE 24, 2025
The complete Gen Next: Winning the Future Market series! Gen Z and Millennials are no longer “the next generation”. They are the generation shaping culture, driving the economy, and rewriting the rules of engagement. They are the experience generation. Over the course of this series, we’ve explored what makes these generations different, from how they make decisions and what earns their loyalty, to the kind of leadership they expect and the purpose they demand.
Steve DiGioia
JUNE 22, 2025
Across the country, seniors, people with disabilities, and survivors are receiving shocking letters from the Social Security Administration (SSA) demanding they return thousands—sometimes tens of thousands—of dollars in benefits. In many cases, the overpayments happened years ago. Worse yet, many recipients weren’t even aware of any mistake until the bill arrived.
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