eglobalis

JUNE 23, 2025

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

Innovation 251

Innovation Technology Healthcare Leadership 251

Brandwatch CX

JUNE 24, 2025

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.

Customer Service 81

Customer Service Marketing Social Media Hotels 81

eglobalis

JUNE 17, 2025

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.

2023 318

2023 Customer Journey Mapping 2024 Insurance 318

CX Journey

JUNE 18, 2025

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.

Customer Centricity 86

Customer Centricity Culture Leadership Multi-Channel 86

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

Zeisler Consulting

JUNE 18, 2025

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.

ROI 93

ROI Return on Investment Customer Centricity Fashion 93

The DiJulius Group

JUNE 19, 2025

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.

NPS 93

NPS Net Promoter Score Engagement Article 93

ShepHyken

JUNE 23, 2025

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?

Culture 66

Culture Brand Values Brands Customer Satisfaction 66

TechSee

JUNE 17, 2025

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.

Demo 109

Demo Books Events Information 109

Thematic

JUNE 22, 2025

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.

NPS 62

NPS Feedback Voice of Customer Measurement 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

PeopleMetrics

JUNE 19, 2025

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.

Financial 71

Financial Brands Engagement Article 71

ShepHyken

JUNE 22, 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. 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.

2025 71

2025 Article Customer Service Exceptional Customer Service 71

CSM Magazine

JUNE 20, 2025

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.

Customer Satisfaction 59

Customer Satisfaction Contact Center Communication Document 59

Interactions

JUNE 23, 2025

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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Customer Expectations Omnichannel 2025 2024 62

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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

Thematic

JUNE 23, 2025

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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Feedback Government Download ROI 62

PeopleMetrics

JUNE 20, 2025

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.

Brands 62

Brands Healthcare Financial Article 62

ShepHyken

JUNE 17, 2025

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?

Entertainment 63

Entertainment Workshop Customer Service Training Customers 63

CSM Magazine

JUNE 20, 2025

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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Customer Satisfaction Interaction Customers Communication 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

BirdEye

JUNE 20, 2025

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.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Effort Score 52

Very Best Service

JUNE 18, 2025

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.

Brands 64

Brands 2025 Connections Loyalty 64

Blueshift

JUNE 20, 2025

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

Customer Retention 52

Customer Retention Loyalty 2025 Competitive Advantage 52

PeopleMetrics

JUNE 17, 2025

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

Article 71

Article 2025 Leadership Healthcare 71

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

CSM Magazine

JUNE 19, 2025

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.

Customer Service 52

Customer Service Exceptional Customer Service Magazine Advertising 52

BirdEye

JUNE 22, 2025

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.

Marketing 52

Marketing E-support Multi-Channel Demo 52

Customer Think

JUNE 18, 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.

Brands 53

Brands Customer Experience Touchpoint Customers 53

SurveySensum

JUNE 18, 2025

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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2025 Demo Feedback Presentation 52

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.

Customer Insights