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.
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.
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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?
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
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.
CSM Magazine
JUNE 17, 2025
Sabio’s Stuart Dorman addresses the UK National Contact Centre Awards Sabio Group is delighted to congratulate several of its customers on their outstanding successes at the UK National Contact Centre Awards. Sabio’s clients secured an impressive array of wins across numerous categories, demonstrating excellence in customer service, operational management, and innovation.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
JUNE 17, 2025
LinkedIn carousels pull in three times more engagement than standard single-image posts, which explains why competent professionals are jumping on this format. The catch ? Most people freeze up when it comes to actually designing something that looks decent. That’s where AI enters to level the playing field. With these tools, you don’t have to take years to learn design to get carousels done.
Optimove
JUNE 17, 2025
See the difference control groups make in this guide Download Now Why it Matters: This episode of Decoded, featuring Google’s Neil Hoyne and Optimove’s Pini Yakuel, is a timely conversation on adaptability, organizational design, and the risks of doing nothing. It’s for marketers, strategists, and business leaders to ask a fundamental question: What will it take to become a faster, more customer-connected team, without losing control?
CSM Magazine
JUNE 17, 2025
The rapid evolution of generative AI, ranging from large language models (LLMs) to image and audio generators, has brought with it a new set of infrastructure demands. These models require massive computational power, fast I/O, scalable storage, and efficient networking to function at scale. As workloads grow, optimizing cloud infrastructure becomes not just a technical preference but a business imperative.
Provide Support
JUNE 17, 2025
You should be careful while using emojis at work.
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.
Forrester's Customer Insights
JUNE 17, 2025
In the fall, we announced that B2B buyer adoption of generative AI was outpacing expectations, with 89% of buyers using genAI in their buying process. Six months later, B2B providers are starting to see the impact in their metrics and facing urgent questions from their executive teams.
Steve DiGioia
JUNE 17, 2025
Many Alaskans were gearing up for a repeat of last year’s $1,702 Permanent Fund Dividend, but this June, that number is getting a major haircut. Thanks to a tense legislative session and ongoing budget battles, the 2025 payout has been trimmed to $1,112 per person, with the first round of checks and deposits hitting accounts on June 18. This dramatic cut reflects a compromise between lawmakers aiming to protect the state’s budget reserve while still delivering some form of relief to residents.
Forrester
JUNE 17, 2025
With AI-powered search expected to drive at least 20% of B2B organic traffic before the end of 2025, providers want to re-direct their efforts to ensure they appear in zero click search. Traditionally search engine optimization has been the responsibility of the digital and content teams.
Steve DiGioia
JUNE 17, 2025
Alaska residents are about to see a $1,702 deposit hit their bank accounts or mailboxes starting Wednesday, June 18, and if you’re one of the thousands approved for the state’s annual Permanent Fund Dividend (PFD), you’re in for a big summer bonus. While some are calling this a “stimulus-style” payment, it’s actually a guaranteed share of Alaska’s oil revenue—an annual cash payout that’s especially important in a time of high costs and inflation.
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.
Forrester's Customer Insights
JUNE 17, 2025
In today’s hyper-connected buildings, cybercriminals don’t need grappling hooks or disguises—just a vulnerable thermostat or door lock to breach your defenses and disrupt your operations.
Steve DiGioia
JUNE 17, 2025
If you ever got an annoying robocall from Credit One Bank—or even a voicemail with a prerecorded message between 2014 and 2019—you could be entitled to a payout of up to $1,000 as part of a newly announced $14 million class action settlement. The case centers around Credit One allegedly violating the Telephone Consumer Protection Act (TCPA) by placing unauthorized calls using automatic dialing systems or prerecorded messages—sometimes even to people who were never customers.
Forrester's Customer Insights
JUNE 17, 2025
It’s a new media agency landscape. The last six months have witnessed more change in media agencies than what’s occurred over the last six years.
Steve DiGioia
JUNE 17, 2025
Social media is exploding with claims that a new $2,000 fourth stimulus check is just around the corner—but before you start checking your bank account, here’s the hard truth: there is no official stimulus approved or in motion as of June 2025. Despite hundreds of YouTube videos, TikToks, and clickbait blog posts hyping up a massive payout, Congress has not passed any law authorizing another round of direct federal payments.
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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.
Forrester's Customer Insights
JUNE 17, 2025
Infosecurity Europe 2025 celebrated its 30th anniversary in London, with 338 exhibitors and over 13,000 attendees. After the high-energy, hyper-branded chaos of RSA Conference in San Francisco, the contrast couldn’t have been starker.
Steve DiGioia
JUNE 17, 2025
A $1,702 payment is landing in bank accounts starting Wednesday, June 18, 2025, and if you’re a resident of Alaska, this could be a much-needed boost right as summer begins. Many are calling it a “stimulus-style” check, but here’s the real story: it’s Alaska’s annual Permanent Fund Dividend (PFD), and it’s paying out big this year. If you filed on time and meet eligibility requirements, your money is coming soon.
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