ChurnZero
JULY 18, 2025
Quick summary: Everboarding is a continuous, adaptive approach to customer engagement that extends onboarding across the full customer journey. By personalizing support and education over time, everboarding helps CS teams increase retention, reduce churn, and deliver ongoing value. A comprehensive onboarding strategy is still at the top of any customer success team’s list.
CSM Magazine
JULY 18, 2025
The crypto world also reflects a high-stakes landscape where users expect support around the clock, quick resolutions, and complete transparency. These platforms are more than simple technology networks. They’re fast-paced mechanisms that handle pressure and maintain trust in one go. What can customer support teams and representatives learn from crypto exchanges?
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ECXO
JULY 11, 2025
Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution A Brief Introduction to the Origins of Personalization The concept of personalization in marketing took shape in the early 1990s as businesses began shifting from mass communication models toward individual, data-driven engagement. With the rise of customer databases, CRM systems, and emerging digital platforms, the ability to tailor communications and offerings at scale became feasible.
BlueOcean
JULY 16, 2025
BermudAir, the flagship airline connecting Bermuda to key North American destinations, has partnered with Blue Ocean Contact Centers to provide comprehensive customer care services as the airline continues its impressive growth trajectory. The partnership enables BermudAir to focus on its core aviation operations while ensuring exceptional customer service delivery across all touchpoints.
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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.
eglobalis
JULY 14, 2025
In today’s B2B landscape, customers’ expectations of technology and telecommunications providers are higher and broader than ever. Recent surveys by McKinsey and Capgemini reveal that business buyers aren’t just looking for basic connectivity or low prices – they are seeking strategic partners who can deliver integrated solutions, innovation, and exceptional service across the board.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Network
JULY 16, 2025
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ECXO
JULY 14, 2025
AI Can’t Save You from Mediocrity Let’s get something straight: automating a bad experience doesn’t make it better—it just makes it faster. And in the rush to slap AI on every customer touchpoint, too many companies are forgetting a brutal truth: If your service sucks, AI will help you deliver suckage at scale. Let that sink in. We don’t have a technology problem.
CSM Magazine
JULY 15, 2025
Customer experience (CX) is more than a buzzword—it’s the new competitive battleground. In an age where customers expect rapid, personalized, and seamless service across channels, support teams are under growing pressure to deliver excellence. The good news? There’s a growing number of intelligent tools designed to make that job easier. In this guide, we’ll explore seven essential customer experience tools that support teams can use to enhance communication, streamline workflows, and deliv
ShepHyken
JULY 15, 2025
I’m often asked, “What should AI be used for?” While there is much that AI can do to support businesses in general, it’s obvious that I’m being asked how it relates to customer service and customer experience (CX). The true meaning of the question is more about what tasks AI can do to support a customer, thereby potentially eliminating the need for a live agent who deals directly with customers.
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.
PeopleMetrics
JULY 11, 2025
You’ve asked your customers the right questions. You know your score. You understand the “why.” You’re sharing what you learn with your teams. You have now gone from foundational to mature. So, what’s next? How do you move into the “elite” category of NPS programs? If you want your NPS program to actually drive loyalty (not just measure it) you have to close the loop.
DCX AI Today
JULY 11, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders DCX AI TODAY 🗓️ July 11, 2025 ⏱️ Read Time: ~5 minutes 👋 Welcome There's a quiet shift happening in how companies think about AI in customer experience. Past the headlines and pilot programs, we're starting to see what actually works when you move from experimenting to scaling. 📡 Signal in the Noise This week brings concrete results from companies that moved beyond proof-of-concepts.
Thematic
JULY 14, 2025
Why guess what your users truly want when they’re already telling you? Every star rating you collect, every support ticket you log, and every tweet you scan holds a clue to building something people love. Voice of customer research powers a continuous feedback engine, delivering insights that drive smarter roadmaps and happier customers. In this guide, you’ll discover exactly how to: Gather feedback at scale.
Blake Morgan
JULY 15, 2025
Verizon customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out.
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
JULY 14, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can you turn your call center from a cost center to a profit center? Why should companies invest in improving customer experience? How can organizations use customer feedback to enhance their products and services? Why is it important for leadership to be accessible to customers when addressing service issues?
PeopleMetrics
JULY 15, 2025
You’ve done the NPS work most companies never finish. You’re asking the right customers the right questions , sharing what you learn , and closing the loop with people when things go wrong. But here’s the real secret that separates a Mature NPS program from an Elite one: you don’t stop with the fix; you use your Promoters to grow! Most Companies Miss This Completely A Promoter just told you, “I’d recommend you to someone else.
Thunderhead
JULY 17, 2025
Here’s why one of the simplest and most powerful uses of AI is helping companies actually listen to their customers through speech analytics. AI sounds fancy. Probably because it’s every tech company’s favorite buzzword. But in reality, it’s pretty simple. So let’s do the Michael Scott thing: “ Why don’t you explain this to me like I’m five. ” People love to hype up AI.
Amplifai Coaching Category
JULY 16, 2025
Discover what Contact Center AI really means, why most AI deployments fail, and how to choose the right platform. This guide demystifies key AI types, use cases, and pitfalls to avoid so you can make smarter, data-ready buying decisions.
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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.
Blueshift
JULY 16, 2025
What if your biggest growth opportunity isn’t attracting new customers, but nurturing the ones you already have? Customer Lifecycle Marketing (CLM) helps you build lasting, profitable relationships by going beyond one-time transactions. This guide dives into advanced CLM strategies, explores why it’s critical for B2C brands, breaks down each key lifecycle stage, and highlights the technology that makes it all scalable.
PeopleMetrics
JULY 17, 2025
Your NPS program is working! You’re asking the right people the right questions. You’re closing the loop when things go wrong. You’re turning Promoters into your hidden referral engine. But here’s what separates the good from the truly great : Elite companies make NPS a habit, not just a survey project. Why Most NPS Programs Fizzle The reason so many programs stall is simple: they stay episodic.
DCX
JULY 13, 2025
Gain the CX AI Advantage Introducing DCX AI Today — a daily briefing designed for CX leaders who want to stay ahead of the curve with AI. AI news. AI prompts. Real CX progress. For AI Curious CX Leaders. It’s a free add-on newsletter for subscribers of Decoding Customer Experience. Here’s what you get: The latest AI news through the lens of customer experience Two fresh, practical AI prompts you can try that day All in under 5 minutes , Monday through Friday 👉 If you
ShepHyken
JULY 14, 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. A Million Customer Conversations with AI Agents Yielded This Surprising Lesson by Vala Afshar (ZDNET) Salesforce began with a restricted rollout and targeted content, allowing us to learn quickly, iterate, and enhance the system.
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
JULY 16, 2025
This post is co-written with Mark Berkeland, Oscar Rodriguez and Marina Gerzon from Vonage. Voice-based technologies are transforming the way businesses engage with customers across customer support, virtual assistants, and intelligent agents. However, creating real-time, expressive, and highly responsive voice interfaces still requires navigating a complex stack of communication protocols, AI models, and media infrastructure.
Optimove
JULY 16, 2025
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Get to Know Your Customers Day should be more than a quarterly reminder. It needs to be a call to pay closer attention to subtle shifts in customer behavior. In economic uncertainty, these signals are critical for brands to maintain meaningful connections, as they often appear before customers speak up or churn.
DCX AI Today
JULY 16, 2025
AI news. AI prompts. Real CX progress. For AI-Curious CX Leaders DCX AI TODAY 🗓️ July 16, 2025 ⏱️ Read Time: ~5 minutes 👋 Welcome Three questions every CX leader should ask today: Are your customers ready to choose AI over humans? (Airbnb's are.) Can you measure AI's impact on revenue, not just cost? (Delta can.) And are you treating AI like a pilot project or a business transformation?
BirdEye
JULY 13, 2025
We’ve all been there: it’s Monday morning, and the social media calendar looks daunting. Whether you’re juggling a marketing campaign across multiple branches or rolling out region-specific promotions, creating fresh, engaging, and relevant content for every single location is a real struggle. This is where a multi-location social publishing agent can make all the difference.
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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.
SurveySensum
JULY 14, 2025
Did you know that 1 in 3 customers will walk away from your brand after just one poor experience? To make matters worse, 13% will tell 15 or more people about that bad experience. That’s a steep price to pay for not knowing what went wrong. Remember this: If you’re always waiting to see the churn report or a drop in your CSAT to take some action, it’s already too late.
Gainsight
JULY 17, 2025
AI is fundamentally reshaping how customer-facing teams operate, and nowhere is this transformation more evident than in customer success (CS). During Gainsight’s recent webinar, Reaching Agentic Maturity: The Path to Agentic Scale , Nick Mehta, CEO of Gainsight, and Brent Krempges, CCO of Gainsight, laid out a compelling vision for the future of AI agents in scaling customer retention and growth.
ImprintCX Articles
JULY 14, 2025
Skip to content Home Services Ideas Insights Education Leadership About News Articles Blog Posts Case Studies How They Made Their Mark Contact Home Services Ideas Insights Education Leadership About News Articles Blog Posts Case Studies How They Made Their Mark Contact Blog Post Why a CX Leader Must Be Both a Diplomat and a Rock Thrower July 14, 2025 “Diplomats keep the doors open.
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