Trending Articles

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Experience Under Fire: How Conflict Impacts CX, EX, Innovation, and the Future of Technology

eglobalis

Introduction: When History Meets Disruption In moments of global crisis, the focus often narrows to strategy, survival, and power. But behind every conflict lies an undercurrent of impact that silently shapes the future of customer experience (CX), employee experience (EX), innovation, and leadership ethics. History reminds us that civilizations have collapsed and been rebuilt not only through politics and warfare, but also through the strength of human collaboration and technological adaptation

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Customer Service Marketing: How to Align Marketing and Customer Service for Success

Brandwatch CX

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.

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Agentic AI and Behavioural Journey Mapping: Designing for Customer Intent, Not Just Actions

eglobalis

Introduction: From Reactive CX to Journey Orchestration Over the past decade, customer experience (CX) strategy has largely revolved around mapping observable behaviours. Journey mapping platforms track page clicks, chat interactions, product views—but these reflect actions, not intent. This leaves even the best- designed experiences reactive , disconnected, and slow to adapt.

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The New Reality: What’s Pressuring Global CX Leaders Today?

CX Journey

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.

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The CX Guide to Organizational Buy-In

Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything.

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How I came around on the ROI of CX

Zeisler Consulting

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.

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209: Achieving NPS Growth Through Client Engagement

The DiJulius Group

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.

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Adapt to the Local Culture and Create a Better CX with Katherine Melchior Ray

ShepHyken

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?

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Dirty Data Is Killing AI — How Visual Intelligence Makes Agentic AI Work Today

TechSee

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.

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Choose Open-Ended Comments and Conversations Over Rating Scales

Thematic

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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State of AI in Sales & Marketing 2025

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.

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Gen Next: Winning the Future Market Article #8: Economic Anxiety Is Real: What Financial Insecurity Means for Engagement, Retention, and Brand Trust

PeopleMetrics

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.

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Top 5 Customer Service & CX Articles for Week of June 23, 2025

ShepHyken

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.

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15 Key Telephone Skills Every Agent Should Master

CSM Magazine

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.

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Customer Expectations Are Changing. Is Your Service Strategy Keeping Up?

Interactions

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.

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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When to Use a Hybrid Build-Partner Model for Customer Feedback AI

Thematic

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.

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Gen Next: Winning the Future Market Article #9: The Experience Generation: What Gen Z and Millennials Expect (That Most Brands and Employers Still Don’t Get)

PeopleMetrics

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.

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Every Customer Deserves Your “First-Time Energy” 

ShepHyken

While this isn’t formal research, I’ve asked many people the question, “What do you think is the most common question that customers ask employees?” I made the point that this isn’t about calling customer support; it’s a people-to-people interaction. Almost everyone answers correctly: “Where’s the bathroom?” If you were asked that every day – sometimes multiple times throughout the day – at what point would you start to act frustrated with any customer who asked you that question?

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How to Use Positive Positioning to De-escalate with Customers

CSM Magazine

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.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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The only 10 customer satisfaction metrics worth tracking (and why you should prioritize them)

BirdEye

Customer satisfaction metrics are meant to offer clarity, but for most teams, they add noise. There’s often a gap between the feedback businesses collect and the insights they actually use. And while surveys and star ratings still dominate most dashboards, they rarely capture how a customer truly feels. The result? They miss early warning signs and react too late, often after losing customers they didn’t even know were unhappy.

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Top TikTok & YouTube Trends for Service-Oriented Brands

Very Best Service

Top TikTok & YouTube Trends for Service-Oriented Brands In the fast-paced world of digital content, TikTok and YouTube have emerged as dominant platforms for brands looking to connect with audiences. For service-oriented businesses, leveraging these platforms strategically can lead to higher engagement, brand loyalty, and customer trust. Let’s explore the top trends reshaping customer service in the digital landscape. 1.

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Customer Retention in 2025: How AI Improves Loyalty and Reduces Churn

Blueshift

As a marketer, you know how important customer acquisition is. You pour time, budget, and creativity into winning new customers. But what about keeping them? Customer retention doesn’t always get the same spotlight, even though it’s often more cost-effective and has a greater impact on long-term growth. The challenge? It’s not easy. Marketers face: Disconnected systems that fragment the customer view Irrelevant or generic messaging that fails to drive loyalty Increasing customer expectatio

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Gen Next: Winning the Future Market Article #7: The Future Is Human: Why Soft Skills Matter More Than Ever

PeopleMetrics

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

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Are You Doing Your Best to Drive Customer Service?

CSM Magazine

John Tschohl, founder and president of the Service Quality Institute, asserts that customer service should be the top priority for you and your company. Why do customers patronize one company over another? Most of you might say that the quality and price of the products or services are key factors. While they might play into a purchasing decision, they aren’t the most important considerations.

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Chatbot marketing: How automated conversations are changing the game

BirdEye

In an era where customers expect instant responses and personalized service, traditional marketing strategies can’t keep up with the demand for real-time engagement. Businesses are now turning to a solution that’s fast, efficient, and available 24/7: chatbot marketing. Whether shopping online at midnight or looking for instant product support, chances are you’ve interacted with a conversational marketing chatbot.

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When Your Brand Promise and Customer Experience Don’t Align

Customer Think

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.

Brands 53
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The Complete Playbook for Qualitative Data Analysis in 2025

SurveySensum

Do you struggle to analyze open-ended customer feedback ? Does it get even harder when there’s plenty of data to go through, and in different forms like surveys, reviews, interviews, etc? This is where qualitative data analysis (QDA) can help. It’s a strategic way of examining open-ended feedback that is often riddled with ambiguity, mixed sentiments, and difficult-to-understand language.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.