CX Journey
JUNE 11, 2025
A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. But here’s the catch: a brand promise is only as strong as the experience that delivers it.
InMoment XI
JUNE 7, 2025
Sometimes, even the most skillful contact center agents have no choice but to escalate a call to their supervisors. However, it’s not an ideal scenario by any means, especially when it happens often. Escalated calls are time-consuming, costly, and stressful. They also lower agent confidence and increase the likelihood of customer churn. Therefore, reducing call escalations is a mission-critical priority for contact center leaders.
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ECXO
JUNE 11, 2025
Customer Journey Mapping 2.0: From Linear Fantasy to Adaptive Reality Let’s get real for a second: most customer journey maps are like coloring books. Cute, predictable, linear… and totally disconnected from how people actually behave. You know the type—step 1: awareness, step 2: consideration, step 3: purchase, yadda yadda. It looks great in a slide deck.
Adrian Swinscoe
JUNE 9, 2025
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid […] The post The future of CX and agentic CX – Interview with Sid Banerjee of Medallia first appeared on Adrian Swinscoe.
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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.
ShepHyken
JUNE 10, 2025
Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately crossed your mind? What did you think about the restaurant? For most of us, our thoughts jump to, “If they can’t keep their bathroom clean, what is their kitchen like?” I call this the Bathroom Experience , a powerful metaphor for how seemingly minor details can dramatically impact customers’ perceptions of a business.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
IntouchInsight
JUNE 7, 2025
Self-ordering kiosks offer speed and control, but our mystery shops reveal the real trade-offs in satisfaction, friendliness, and first-time UX.
AWS Machine Learning
JUNE 10, 2025
AI agents are transforming the landscape of customer support by bridging the gap between large language models (LLMs) and real-world applications. These intelligent, autonomous systems are poised to revolutionize customer service across industries, ushering in a new era of human-AI collaboration and problem-solving. By harnessing the power of LLMs and integrating them with specialized tools and APIs, agents can tackle complex, multistep customer support tasks that were previously beyond the reac
TechSee
JUNE 11, 2025
In today’s customer service landscape, contact centers grapple with increasingly complex technical inquiries, from hardware, connectivity and setup issues, to frustrating, troubleshooting issues. These challenges often lead to prolonged interactions, repeat calls, returns, replacements, churn and poor customer satisfaction. Traditional support tools, limited to text or voice inputs, frequently fall short in resolving such complexities efficiently.
Beyond Philosophy
JUNE 7, 2025
Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for y
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.
ShepHyken
JUNE 9, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does customer segmentation impact how customer experiences are designed? How can businesses navigate conflicts between different customer groups seeking unique experiences? In what ways do ideological differences between customers influence brand experience?
AWS Machine Learning
JUNE 13, 2025
Generative AI is revolutionizing how businesses operate, interact with customers, and innovate. If you’re embarking on the journey to build a generative AI-powered solution, you might wonder how to navigate the complexities involved from selecting the right models to managing prompts and enforcing data privacy. In this post, we show you how to build generative AI applications on Amazon Web Services (AWS) using the capabilities of Amazon Bedrock , highlighting how Amazon Bedrock can be used at ea
TechSee
JUNE 10, 2025
Customer service isn’t just a cost center—it’s a differentiator. And in 2025, ADT is proving what’s possible when innovation meets intentionality. With over 2.6 million virtual sessions completed and industry-leading customer satisfaction, ADT didn’t just win a Stevie Award for innovation in customer service—they set a new benchmark for what modern support can look like.
Customer Think
JUNE 9, 2025
In this interview, CEO Sage Zaree shares timely insights into the most critical customer experience (CX) trends reshaping the way brands engage, serve, and retain their audiences. From personalization to CX KPIs, Sage outlines how top-tier organizations are architecting customer journeys that scale, optimize, and convert target audiences. Let’s start with personalization.
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.
ShepHyken
JUNE 8, 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. Marketers Underestimate How Loyal Customers Are and Don’t Understand What Drives Their Loyalty by Adrian Swinscoe (CustomerThink) We are now just over a third of the way through 2025, and it’s fair to say that, regardless of where you are in the world, the average consumer
AWS Machine Learning
JUNE 10, 2025
As organizations embrace generative AI, they face critical challenges in making sure their applications align with their designed safeguards. Although foundation models (FMs) offer powerful capabilities, they can also introduce unique risks, such as generating harmful content, exposing sensitive information, being vulnerable to prompt injection attacks, and returning model hallucinations.
Daniel Group
JUNE 13, 2025
This blog explores how seemingly minor details—like phone routing and signage—can significantly impact customer experience and why continuous improvement is key to closing those gaps. Too often, we overlook the “little” things that have a big impact on customer experience—things like building appearance, signage, and phone routing. To illustrate, here’s a personal example.
Customer Think
JUNE 13, 2025
Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficiency and loyalty. But where should a company begin? Which metrics matter, and how can they be implemented in a way that delivers real impact, not vanity?
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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 11, 2025
These generations don’t wait to be taught. They seek, test, and apply … constantly! One of the most overlooked truths about Gen Z and Millennials is how obsessed they are with self-directed learning. They’ve grown up with YouTube tutorials, Skillshare, Coursera, and TikTok explainers. They learn in public. They learn on the go. They learn on their terms.
AWS Machine Learning
JUNE 9, 2025
Voice AI is transforming how we interact with technology, making conversational interactions more natural and intuitive than ever before. At the same time, AI agents are becoming increasingly sophisticated, capable of understanding complex queries and taking autonomous actions on our behalf. As these trends converge, you see the emergence of intelligent AI voice agents that can engage in human-like dialogue while performing a wide range of tasks.
The DiJulius Group
JUNE 13, 2025
Klarna is rehiring human employees after previously replacing a significant portion of its workforce with artificial intelligence (AI) In 2022, Klarna, a Swedish fintech company, laid off approximately 700 employees as part of a strategic move to automate operations using AI. The decision aimed to increase operational efficiency and reduce costs. By 2024, Klarna claimed.
Steve DiGioia
JUNE 12, 2025
If you thought stimulus checks were over, think again. While no new federal stimulus has officially passed in 2025, millions of Americans are still seeing surprise deposits of up to $1,400 hit their accounts—and you might be one of them. These aren’t part of a new COVID relief bill, but rather overdue payments from earlier programs you may have missed out on.
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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.
Thematic
JUNE 9, 2025
Numbers can only tell you what is happening, but not why. You might track customer experience (CX) metrics like satisfaction scores or NPS (Net Promoter Score) to gauge your success. But when a score dips or a trend shifts, do you know the reason? Often, the answer lies hidden in customers’ own words. Open-text feedback, or those comments and survey responses in plain language, holds the story behind the metrics.
AWS Machine Learning
JUNE 11, 2025
This post was co-written with Federico Thibaud, Neil Holloway, Fraser Price, Christian Dunn, and Frederica Schrager from Gardenia Technologies “What gets measured gets managed” has become a guiding principle for organizations worldwide as they begin their sustainability and environmental, social, and governance (ESG) journeys. Companies are establishing baselines to track their progress, supported by an expanding framework of reporting standards, some mandatory and some voluntary.
PeopleMetrics
JUNE 11, 2025
For Gen Z and Millennials, “what do you do?” isn’t nearly as important as “why do you do it?” If your brand, company, or cause can’t answer that clearly, you’ve already lost them. For younger generations, purpose isn’t a side benefit, it’s a core filter for how they decide where to work, what to buy, and who to support. This shift isn’t theoretical.
Steve DiGioia
JUNE 12, 2025
If you thought stimulus checks were a thing of the past, think again. The IRS is now sending out up to $1,400 per person to around one million Americans—and chances are, some people don’t even realize they’re eligible. But this isn’t a new stimulus program. It’s part of a retroactive effort to pay out missing 2021 Recovery Rebate Credits from the third round of COVID relief.
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.
Thematic
JUNE 10, 2025
Have you ever seen a glowing customer rating but still felt something was off? Maybe your product’s Net Promoter Score (NPS) is high, yet support calls keep rising. Traditional sentiment analysis gives you an overall positivity or negativity score, but it doesn’t tell you why. It’s like knowing the average rating of a movie without knowing which scenes people loved or hated.
AWS Machine Learning
JUNE 11, 2025
This post is co-written by Amar Goel, co-founder and CEO of Bito. Meticulous code review is a critical step in the software development process, one that helps delivery high-quality code that’s ready for enterprise use. However, it can be a time-consuming process at scale, when experts must review thousands of lines of code, looking for bugs or other issues.
PeopleMetrics
JUNE 8, 2025
What Gen Z and Millennials really want (and why most companies miss the mark) Gen Z and Millennials aren’t just looking for a product to buy or a place to work. They’re looking for alignment. Alignment with their values, their emotional wellbeing, and their financial situation. Loyalty isn’t about perks anymore for these generations. It’s about emotional ROI.
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