eglobalis

JULY 8, 2025

Introduction: Navigating the AI-Driven CX Revolution Artificial intelligence (AI) is fundamentally reshaping customer experience (CX), and although we are only witnessing the initial stages, its rapid evolution already signals revolutionary changes ahead. Executives worldwide increasingly recognize the profound potential of AI through advanced algorithms , machine learning (ML), natural language processing (NLP), and generative AI technologies.

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2024 Healthcare Government Competitive Advantage 227

InMoment XI

JULY 6, 2025

Reputation is one of the most valuable assets for a business, especially in a world where a single misstep results in an online wildfire of negative sentiment. A 2025 study from Bright Local suggests that up to 98% of consumers read reviews before making a purchase, while 89% expect businesses to respond to all types of reviews. As a result, it’s essential to monitor and manage your brand reputation, engage with customers, and understand the competitive landscape.

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Management Social Media Touchpoint Feedback 195

InMoment XI

JULY 1, 2025

Retail customers today expect more than transactions; they demand experiences that seamlessly connect every touchpoint of their journey. Whether browsing on mobile during their commute, researching products online at home, or visiting your physical store, customers want consistency, convenience, and personalization at every step. The brands that master this integrated approach don’t just satisfy customers; they build loyalty that drives sustainable growth.

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Omnichannel Retail Customer Experience Touchpoint 195

ShepHyken

JULY 1, 2025

Here’s something that might surprise you. Some of your most loyal customers may be the ones who have had problems and complaints in the past. For years, I’ve been preaching that when a customer comes to you with a problem or complaint, the goal is not only to resolve the issue, but also to restore their confidence. I was recently reminded of the concept known as the Service Recovery Paradox.

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Customer Service Workshop Customer Service Training Customers 89

Speaker: Steve Worthy, MBA

The rapid rise of AI-powered displays, touchless technology, and sensory marketing is reshaping the future of in-store engagement. Yet for many retail executives, the real challenge is not identifying new tools - it is knowing which signals to trust, which inputs to prioritize, and how to architect decisions that elevate in-store leadership rather than dilute it.

Leadership

CX Journey

JULY 2, 2025

Despite increasing investment in employee engagement tools, surveys, and HR tech – and more executive pledges to make it a priority, employee experience (EX) remains inconsistent, fragmented, and often misaligned with business outcomes. The root issue? Employee experience is widely misunderstood as HR’s responsibility alone. And, worse yet, HR doesn’t even have EX on their radar!

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Employee Experience Leadership Culture Government 99

CSM Magazine

JULY 8, 2025

Customer service departments face mounting pressure to deliver faster, more accurate support while managing increasing volumes of inquiries. Manual testing processes often create bottlenecks that slow down service improvements and frustrate both customers and support teams. Automation testing offers a powerful solution to these challenges, enabling businesses to enhance their customer service operations through improved efficiency, accuracy, and scalability.

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Customer Service Customers Interaction Customer Service Representative 52

InMoment XI

JULY 1, 2025

Everything slows down when call volumes rise. Agents struggle to keep up, call queues grow longer, and customers waste little time looking for alternatives to your business. Unless you’re expecting a seasonal spike, a high inbound call volume is far from good news. It’s usually indicative of operational issues, with negative consequences for agent wellbeing and customer satisfaction.

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Contact Center Call Center Interaction Communication 195

ShepHyken

JULY 7, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has text messaging evolved as a preferred channel for customer communication for customers? Why do customers prefer receiving communications from businesses via mobile devices? What role does trust play when a customer provides their mobile number to a business?

Customer Engagement 72

Customer Engagement Engagement Communication Loyalty 72

Customer Think

JULY 4, 2025

While anyone paying attention to the customer experience landscape knows that consumers are increasingly basing purchasing decisions as well as loyalty and retention considerations on the overall experience they receive, the current trends of how well brands are responding to this are not going in the right direction.

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Loyalty Brands 2025 Consumers 70

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.

Customer Service

Thematic

JULY 7, 2025

In an age where businesses collect more customer data than ever, many still struggle to extract meaningful insight from it. In the words of CX expert Bill Staikos observed, “We are drowning in data and thirsting for customer insights.” This gap exists because raw information alone doesn’t guarantee understanding. Surveys, especially their open-ended questions, unlock a wealth of unstructured feedback.

Feedback 62

Feedback Government NPS Download 62

CSM Magazine

JULY 3, 2025

Research shows that 86% of buyers will pay more for a better customer experience, yet many businesses struggle to pinpoint exactly where their customers encounter problems. The solution lies in customer journey analytics—a powerful approach that reveals hidden friction points and transforms your understanding of the customer experience. Customer journey analytics examine every touchpoint a customer has with your business, from initial awareness to post-purchase support.

Customer Journey 52

Customer Journey E Commerce Touchpoint E-support 52

ShepHyken

JULY 7, 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. What Makes for a Good Loyalty Program? by Kristen Doerer (CX Dive) The elements will depend on a brand’s customer base, industry and competition.

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Article Customer Service 2025 Loyalty Programs 72

PeopleMetrics

JULY 8, 2025

You’ve designed your NPS survey. You’re asking the right customers, at the right time, in the right way. But what do you do with the results? Too many teams stop at reporting the NPS score. They miss the real point: the NPS score is only the signal, the “why” behind the score is what drives real action. If you want to move up the curve, from Foundational to Mature and eventually Elite, you need to capture, analyze, and share the NPS insights from your customers.

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NPS Feedback Banking Insurance 62

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.

2025

Thematic

JULY 2, 2025

Should you build an AI feedback analytics engine in-house or buy a ready-made solution? In this retail AI feedback analytics case study, we follow a global retailer at that critical fork. They applied a three-step framework—strategic fit, capability audit, and time-to-value test—to guide their build vs. buy decision. Each step helped them weigh control against speed and cost.

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Feedback Retail Download Competitive Advantage 62

CSM Magazine

JULY 3, 2025

Customer journeys work best when they’re not just a straight line but a map drawn with the customer in mind. That’s where AI steps in. With AI, brands can stop guessing and start listening, using signals from each interaction to make the entire experience more personal and helpful. Done right, AI turns scattered touchpoints into a connected path that feels natural, not forced.

Customer Journey 52

Customer Journey 2025 Touchpoint E-support 52

Daniel Group

JULY 2, 2025

Introduction Too often, managers claim to have a customer experience (CX) improvement program when, in reality, what they have is merely a survey process. That may sound surprising, but I speak from both personal experience and broader observations across the CX landscape. A Little Background There is no shortage of survey activity today. I receive surveys from my doctor, dentist, car repair shop—just about every service provider I use.

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Calabrio

JULY 8, 2025

Analytics Contact Center AI Auto QM Demystified: What Contact Center Leaders Need to Know Share Book a demo Let’s get started AI-powered Quality Management (QM) is rapidly transforming the way contact centers approach performance, customer experience, and agent coaching. During our recent webinar on Auto QM , we heard from dozens of contact center leaders eager to understand what this technology means for their teams, their customers, and their business outcomes.

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Contact Center 2025 Multi-Channel Webinar 52

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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.

2024

PeopleMetrics

JULY 3, 2025

Now that you know what NPS is (and what it isn’t) let’s get practical. The truth is that too many organizations treat NPS as a box to check. They ask “the question,” report the score to the leadership team or board, and move on. But if you don’t get the basics right, you risk collecting biased, unreliable, or flat-out useless data! That’s why the best companies invest time in designing their NPS surveys carefully, so they get feedback they can trust and act on.

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NPS B2C Feedback Metrics 62

Customer Think

JULY 4, 2025

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.

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Interaction Customers Customer Experience Customer Journey 56

CSM Magazine

JULY 3, 2025

While businesses invest heavily in improving their products and services, many overlook a critical component that can make or break customer satisfaction: routing decisions. Predictive routing leverages advanced analytics and machine learning to anticipate customer needs and optimize their journey through every touchpoint. Here we explore how predictive routing works, its impact on customer experience personalization, and practical strategies for implementation What is Predictive Routing?

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Customer Experience Management Customer Experience Management Average Handle Time 52

Daniel Group

JULY 7, 2025

In this episode, Lynn Daniel sits down with Annette Carroll, Director of Marketing for Okuma Americas , a global leader in CNC metal-cutting machine tools and automation systems. From the company’s surprising noodle-making roots to their modern innovations in robotics, service, and customer engagement—this conversation covers it all. Annette shares how customer feedback, gathered through tools like Net Promoter Score (NPS), has driven strategic improvements across Okuma’s operations.

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Net Promoter Score NPS B2B Innovation 52

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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.

Voice of Customer

The DiJulius Group

JULY 3, 2025

 Day in the life Summary In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced by young adults. The conversation. Read Full Article The post 211: Building Empathy Using A Day in The Life Video appeared first on The DiJulius Group.

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Article Workshop Customer Service Customer Experience 69

PeopleMetrics

JULY 1, 2025

Why the most popular customer loyalty metric still matters and how to use it the right way Net Promoter Score (or NPS) is everywhere You’ve seen it in surveys after you book a flight or stay at a hotel. You’ve heard executives talk about it on earnings calls. You might even have your own NPS score on a company dashboard today. At this point, NPS is one of the best-known customer loyalty metrics in the world and one of the most misunderstood!

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NPS Net Promoter Score 2025 Hotels 62

BirdEye

JULY 1, 2025

Conversational marketing isn’t just a trend; it’s how modern customers expect to interact with brands. Today’s customers don’t want to be sold to; they want to be engaged in real-time, meaningful conversations. Whether they’re researching choices, seeking assistance, or ready to make a purchase, people now expect quick, personalized, and two-way communication that feels human, not scripted.

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Marketing Social Media Multi-Channel 2025 52

CSM Magazine

JULY 1, 2025

Dealing with angry customers is never easy, especially in a fast-paced live chat environment. How you handle these situations can significantly impact your brand’s reputation, customer retention, and overall business growth. An unresolved issue can lead to unsatisfied customers leaving for competitors, while a well-managed response can convert frustration into loyalty.

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Loyalty Customers Customer Centricity Interaction 52

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!

Customer Experience