InMoment XI
JUNE 16, 2025
Your call center has the power to shape how customers feel about your brand. Every interaction, whether it’s handling customer inquiries, resolving complaints, or acknowledging compliments, is a moment that can build trust or break it. And in a fast-paced environment, it’s not just about speed. It’s about delivering a contact center experience that balances efficiency and empathy.
Customer Think
JUNE 15, 2025
AI chatbots are no longer a novelty – they’re a critical component of customer service strategies across industries – with Gartner predicting that 80% of customer service and support organizations will be applying generative AI technology in some form to improve agent productivity and customer experience this year.
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Zeisler Consulting
JUNE 18, 2025
One could say that I’ve been a bit schizophrenic about the idea of a Return On Investment for Customer Experience. I may be a bit more charitable to myself and say that I continue to evolve on “the ROI question.” One of the first things I ever did as a CX “thought leader” was a video for the CXPA imploring CX leaders to tie their endeavors and CX-based metrics directly to those of the overall enterprise.
ECXO
JUNE 17, 2025
Frontline Empowerment as a CX Strategy Let the People Closest to the Action Lead the Experience Let’s be honest: when things go wrong in customer experience, they usually go wrong at the front. That’s where the tension lives. Where the magic should happen. And too often, it’s also where the energy dies—buried under scripts, approvals, red tape, and a fear of getting it wrong.
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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.
CX Journey
JUNE 18, 2025
A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership , including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address and build on because customer experience has often been viewed as a soft functional discipline, centered around surveys, journey maps, and service touchpoints.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Calabrio
JUNE 18, 2025
Workforce Management How to Build a Workforce Management Plan Jump ahead Key Takeaways What Is a Workforce Management Plan? The Benefits of Strategic Workforce Management Core Steps to Building Your Workforce Management Plan Implementing Your Workforce Management Plan Common Workforce Management Challenges and Solutions Closing Thoughts: Take Your Workforce Management to the Next Level with Calabrio Share Book a demo Let’s get started Contact center leaders know the familiar cycle all too well:
AWS Machine Learning
JUNE 16, 2025
This is a joint post co-authored with Harsh Vardhan, Global Head, Digital Innovation Hub, Apollo Tyres Ltd. Apollo Tyres , headquartered in Gurgaon, India, is a prominent international tire manufacturer with production facilities in India and Europe. The company advertises its products under its two global brands: Apollo and Vredestein, and its products are available in over 100 countries through a vast network of branded, exclusive, and multiproduct outlets.
C3Centricity
JUNE 14, 2025
Being irreplaceable at work might seem like the ultimate career achievement. But is it really? Picture this: You’re sitting across from your boss during your annual review. She leans forward and says, “Honestly, I don’t know what we’d do without you.” Your heart swells with pride. You’ve made it! You’re irreplaceable!
Alida
JUNE 20, 2025
Big thanks to the team at Learners for putting on a fantastic Research Week event in San Francisco. It was energizing to be in a room full of insight professionals from companies like Airbnb, Google, Meta, and Okta, all sharing their experiences, struggles, and ideas for what’s next in our field.
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.
TechSee
JUNE 19, 2025
AI orchestration is supposed to be the brain of your service stack—connecting bots, workflows, agents, and data streams into one intelligent system. But many enterprises are discovering that their orchestration platforms are operating with a critical blind spot: they don’t know what’s actually happening on the ground. Text entries, CRM tags, and keyword-based workflows offer structure—but not context.
Brandwatch CX
JUNE 20, 2025
It can sometimes feel that the biggest brands have done all the hard work early on and are still reaping the rewards years later. In fact it’s often the complete opposite, with established companies struggling to stay innovative and agile as they grow. It takes a huge amount of work to stay at the top, with every upstart trying to usurp your brand.
AWS Machine Learning
JUNE 16, 2025
In the context of distributed systems and microservices architecture, orchestrating communication between diverse components presents significant challenges. However, with the launch of Amazon Bedrock Agents , the landscape is evolving, offering a simplified approach to agent creation and seamless integration of the return of control capability. In this post, we explore how Amazon Bedrock Agents revolutionizes agent creation and demonstrates the efficacy of the return of control capability in or
The DiJulius Group
JUNE 19, 2025
Achieving NPS Growth Through Client Engagement Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative ‘Moments Matter’ initiative. They discuss the framework’s three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in.
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 17, 2025
Everyone wants to deploy AI. But here’s the dirty secret: most AI systems aren’t failing because the algorithms are weak. They’re failing because the data is. According to Gartner, up to 85% of AI projects fail due to poor data quality, not model design. AI can only be as smart as the information it’s fed. And in enterprise customer service, that data is often incomplete, mislabeled, or missing critical context.
ShepHyken
JUNE 16, 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. NiCE Research Reveals Customer Service Happiness Is Rising by Contact Centres (Contact Centres) NiCE’s 2025 Global Happiness Index reveals that consumers are now experiencing the benefits of AI in CX, and 69% trust AI-powered companies as much, or even more, than those wit
AWS Machine Learning
JUNE 16, 2025
This blog post is co-written with Jacky Leybman from PagerDuty. As organizations scale their digital operations, they face unprecedented challenges in managing and extracting value from their vast data ecosystems, particularly when it comes to data accessibility and quality. The complexity of modern IT operations demands solutions that can efficiently integrate, process, and deliver actionable insights.
Steve DiGioia
JUNE 19, 2025
In 2025, headlines are swirling about “$12,000 stimulus payments” — and while it’s not technically a fourth federal stimulus check, the rumors are based on real money you might be able to claim. Thanks to a combination of tax credits at the federal and state level, many low- to moderate-income families could receive up to $12,000 in refunds. But this isn’t some overnight deposit; it’s a series of stacked benefits—some automatic, some you must file to receive.
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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.
PeopleMetrics
JUNE 17, 2025
Even in the age of AI, Gen Z and Millennials want empathy, not just efficiency. These generations might be the most tech-savvy in history. But beneath the speed, automation, and AI fluency is a deeper, often overlooked truth: They crave emotional connection. They evaluate leadership on self-awareness. They want to feel heard, not just helped. According to the 2025 Deloitte Gen Z and Millennial Survey: 67% of Gen Zs and 71% of Millennials say they feel stressed or anxious most of the time Fewer t
ShepHyken
JUNE 16, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can a brand turn customer service interactions into opportunities for brand loyalty? What are the benefits of proactive customer service? How does smart technology enhance the overall customer experience? What role does customer feedback play in improving the overall service experience?
AWS Machine Learning
JUNE 17, 2025
This post is co-written with Vicky Andonova and Jonathan Karon from Anomalo. Generative AI has rapidly evolved from a novelty to a powerful driver of innovation. From summarizing complex legal documents to powering advanced chat-based assistants, AI capabilities are expanding at an increasing pace. While large language models (LLMs) continue to push new boundaries, quality data remains the deciding factor in achieving real-world impact.
Steve DiGioia
JUNE 15, 2025
Millions of American families are counting on the $2,000 child tax credit this year—but with legislative changes looming and rumors flying, many parents are wondering: will they still qualify, and how much of that credit will actually land in their bank accounts? If you’re raising kids in 2025, the answer could seriously impact your refund. With tax season approaching for the 2024 tax year (filed in 2025), the Child Tax Credit (CTC) remains a major source of relief for working families.
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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.
PeopleMetrics
JUNE 19, 2025
Gen Z and Millennials are optimistic, ambitious … and quietly exhausted by money stress. On the surface, younger generations look confident. They’re building personal brands, launching side hustles, embracing tech/AI, and pushing for change. But underneath that hustle is a harder truth: They’re carrying more financial anxiety than any generation before them at the same age.
CSM Magazine
JUNE 20, 2025
Dealing with upset customers is one of the most challenging aspects of customer-facing roles. Yet, offering stellar customer service hinges on the ability to remain calm, empathetic, and solution-oriented during moments of escalation. The technique of positive positioning is a highly effective strategy that can help de-escalate tense situations while maintaining customer satisfaction and loyalty.
AWS Machine Learning
JUNE 17, 2025
Organizations manage extensive structured data in databases and data warehouses. Large language models (LLMs) have transformed natural language processing (NLP), yet converting conversational queries into structured data analysis remains complex. Data analysts must translate business questions into SQL queries, creating workflow bottlenecks. Amazon Bedrock Knowledge Bases enables direct natural language interactions with structured data sources.
Steve DiGioia
JUNE 19, 2025
Social media is buzzing with claims that the federal government is sending out new $2,000 stimulus checks in 2025—but before you start refreshing your bank account, here’s the truth: no such check has been approved. Despite what viral posts and videos might suggest, there’s no official legislation, no announcement from the IRS, and no plans in Congress for a fourth federal stimulus payment.
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 20, 2025
Even if you missed the rest of the series, read this one! This is the final post in our blog series unpacking the most important shift facing brands and employers today: Gen Z and Millennials are no longer “the future,” they are the now. These generations don’t just consume experiences, they curate, judge, and share them. They’re savvy, sensitive to purpose, shaped by financial stress, and raised in a world of instant access and constant change.
CSM Magazine
JUNE 20, 2025
For many businesses, contact center agents are the first human touchpoint customers encounter. The impression left by that first interaction often determines customer satisfaction, loyalty, and consequently, the success of your brand. Mastering essential telephone skills is not only critical for providing excellent customer service but can also streamline operations and improve overall business efficiency.
Adrian Swinscoe
JUNE 16, 2025
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI first appeared on Adrian Swinscoe.
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