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.
Speaker: Hanan Polinovski, Events Manager and David Brown, Sr. Marketing & Events Lead
Are your events living up to expectations? Are you getting quality leads from your sponsorships? Have you ever wondered if that branded notebook actually makes an impact? Get ready to transform your event strategy! Join event marketing pros Hanan Polinovski from Printfection and David Brown from Bonusly for a fast-paced webinar about turning your event efforts into serious ROI.
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
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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.
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 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.
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.
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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AI has transformed how enterprises deliver customer service, enabling faster engagement, problem-solving, and cost savings. However, traditional AI Agents often rely on rigid conversation flows, risking customer trust when conversations stray from predefined paths. These limitations prevent businesses from fully realizing AI’s potential for cost-efficiency and productivity.
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.
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: 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.
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 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
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.
Steve DiGioia
JUNE 10, 2025
If you’re collecting Social Security, there’s some exciting news to kick off your summer. June 2025 is delivering some of the highest Social Security payments in U.S. history, with many beneficiaries now receiving close to—or even over—$2,000 per month. Thanks to the massive 8.7% Cost-of-Living Adjustment (COLA) that kicked in earlier this year, retirees, SSDI recipients, and SSI beneficiaries are all seeing significantly larger checks in their bank accounts.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
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 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.
Adrian Swinscoe
JUNE 13, 2025
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare insurer got automation right by putting its clients first first appeared on Adrian Swinscoe.
PeopleMetrics
JUNE 10, 2025
They don’t want to be managed. They want to be mentored, inspired, and heard. Gen Z and Millennials aren’t just reshaping what it means to be a consumer. They’re also rewriting the rules of leadership. These generations grew up with access to information, constant feedback loops, and communities that reflect their values. They’ve been empowered to speak up, ask why, and challenge outdated systems.
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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.
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.
AWS Machine Learning
JUNE 9, 2025
This is a guest post co-authored by Evan Miller, Noah Kershaw, and Valerie Renda of Kepler Group At Kepler , a global full-service digital marketing agency serving Fortune 500 brands, we understand the delicate balance between creative marketing strategies and data-driven precision. Our company name draws inspiration from the visionary astronomer Johannes Kepler, reflecting our commitment to bringing clarity to complex challenges and illuminating the path forward for our clients.
ChurnZero
JUNE 13, 2025
ChurnZero guest article by Megan Beltran , Chief Customer Officer, Virtuous At some point in your company’s growth, the customer journey stops holding together. You’ve built processes, hired smart people, and refined onboarding, support, and renewals. But, from the customer’s perspective, it still feels fragmented. That’s where we were at Virtuous before we redesigned our customer journey map for the customers who use our responsive fundraising platform, and for our internal teams too.
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