Customer Think
JUNE 3, 2025
Introduction: The Digital Imperative In todays hyper-connected world, customers expect seamless and personalized experiences at every touchpoint. Companies that fail to meet these expectations risk losing customer loyalty and falling behind competitors. One key to success lies in modernizing data systems.
eglobalis
JUNE 3, 2025
Introduction: The Orchestrating Power of Customer Experience Across Customer Success, Customer Service, and Professional Services CX as an Organizational Culture and Philosophy Customer Experience (CX) today is not a department or a single functionit is a company-wide philosophy and a strategic framework. It represents the sum of every interaction, moment, and emotional outcome a customer has with a brand.
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InMoment XI
JUNE 6, 2025
Post-call surveys have long been a staple in customer experience (CX) programs and contact center strategies. They’re a familiar way to gather immediate feedback after a customer interaction, often used to measure agent performance, track Net Promoter Score (NPS), and capture real-time customer sentiment. But here’s the challenge: response rates are dwindling.
ShepHyken
JUNE 3, 2025
Why do customers go back to the companies they love doing business with? Thats what we asked more than 1,000 customers in our annual customer experience research , and here are some of the top reasons: Employees who are helpful and knowledgeable A friendly experience (thanks to employees) A convenient and easy experience A personalized experience Employees who show empathy Customers can decide to return based on any one or a combination of these experiences,or anything else they deem to be
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.
TechSee
JUNE 6, 2025
In the span of just a few quarters, Visual Agentic AI has gone from emerging category to essential enterprise investment. And TechSee is at the heart of it. Since September 2024, TechSee has accelerated from powerful proof to market leader, making the visual layer a non-negotiable part of customer service strategies for Fortune 500s, telecom giants, and smart home innovators alike.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
JUNE 3, 2025
Most companies still make the bulk of their revenue from Gen X and Boomers. Thats not surprising, these older generations have more wealth, more established routines, and more brand loyalty. But heres the hard truth: Building your future on the past is not a viable strategy. If your growth depends on aging customers, youre on borrowed time. Gen Z and Millennials now make up nearly half the population and their influence is only growing.
ShepHyken
JUNE 2, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What practical benefits come from creating an uplifting workplace culture? How does a hospitality mindset improve customer service across different industries? What impact does leadership have on employee morale and customer experience? How does positive leadership help reduce staff turnover in customer-facing roles?
Blueshift
JUNE 6, 2025
“If the Starbucks secret is a smile when you get your latte… ours is that the website adapts to the individual’s taste.” — Reed Hastings, Co-founder, Netflix That one line from Netflix’s co-founder sums up a defining truth about modern marketing: Customer experience is no longer just about delight. It’s about relevance. Customers expect the digital world to respond like a concierge, where personalization is the baseline.
Thematic
JUNE 4, 2025
When you’re sifting through a stack of customer feedback with a strong hunch about what’s driving dissatisfaction, your go-to approach would be deductive thematic analysis. It’s a theory-first method of qualitative data analysis where you start with a set of predetermined themes or a hypothesis and then look for patterns in the data.
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.
BirdEye
JUNE 6, 2025
How to build rapport with customers often feels like an elusive skill—something talked about but rarely mastered. The truth is, many businesses lose ground not because their product or service falters, but because customers never feel truly heard or understood. It’s the subtle missteps: rushing through conversations, defaulting to scripted replies, or missing emotional cues.
CSM Magazine
JUNE 1, 2025
Today, even a superior product or service is not enough to provide a strong customer experience. You need to know what your customers need, their thoughts and how their preferences evolve as time goes on. Thats why market research is so important here. By finding out what people who use their services need, companies can improve their products and every contact point.
Interactions
JUNE 2, 2025
When budgets drive business decisions, how can financial services leaders ensure that customer engagement and ease don’t fall by the wayside? This challenge is the culmination of several large issues facing financial services companies today: The competitive gates have been thrown wide open with neobanks, direct banks, digital wallets, P2P payments, and digital banking in general changing how people manage, spend, and save their money.
Thematic
JUNE 4, 2025
Rapid qualitative analysis is a fast, structured approach for turning raw qualitative data (think interviews, surveys, or open-ended responses) into actionable insights. While often used in customer experience and product research, it’s equally valuable in fields like healthcare, education, HR, nonprofit evaluation, and policy. The five-day sprint method we’ll cover here helps teams move quickly from fieldwork to findings without sacrificing rigor.
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.
Optimove
JUNE 5, 2025
Re-engage your churned customers with this guide Download Now Why it Matters: When it comes to loyalty and personalization, Sephora continues to set the standard. In a session at CRMC 2025 titled: The Beauty of Personalization: How Sephora Connects with Every Customer, Dipti Warner, VP of Retention at Sephora, offered insights in using data and empathy to engage customers across every stage of their journey especially those at risk of leaving.
CSM Magazine
JUNE 1, 2025
Nowadays, people want to get what they order at the drive thru quickly, easily and correctly. Companies have to pay close attention to customer satisfaction to keep up in the market. A pleasant drive thru keeps people returning and makes them share their experiences with others. Simply making service in the drive thru faster isnt enough. Everything from the systems implemented to team communication and handling customer orders needs to be examined from the beginning to the end of a process.
Thunderhead
JUNE 3, 2025
CX leaders are reimagining the contact center as a strategic engine for experience transformation, not just a reactive support channel. Learn how tapping into omnichannel insights from every customer interaction can drive loyalty, uncover opportunities, and power smarter business decisions. In today’s customer experience landscape, customers and employees expect more, and organizations are rethinking their priorities.
The DiJulius Group
JUNE 5, 2025
Summary In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into the ‘nevers and always’ framework, Read Full Article The post 207: The Customer Bill of Rights appeared first on The DiJulius Group.
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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.
Lumoa
JUNE 5, 2025
Netigate Product News for May 2025 Hey First name ! Lovely seeing you again, back with more exciting Netigate updates! We have had a doozy of a month, with lots of features that we think will make Netigate better for you. Let’s get started! New Look, Same News We’ve updated the look and feel of the Product News to better align with our new product offering.
CSM Magazine
JUNE 6, 2025
Sabio’s First Disrupt Event in Paris Saw Several Live Customer Case Studies Sabio Group’s first-ever Disrupt event in France concluded earlier this week with resounding success, selling out completely as French customer experience (CX) leaders gathered to explore how artificial intelligence is fundamentally transforming customer interactions across Europe.
TechSee
JUNE 3, 2025
When customers leave, its rarely because of price. More often, its because something didnt workand support made it worse. Across Reddit, support forums, and customer reviews, the stories are shockingly consistent: I spent 45 minutes on the phone just to be told to reboot again. No one believed me until the tech saw it in person. Three chats, one escalation, still no fix.
BirdEye
JUNE 5, 2025
In the race to scale faster, smarter, and cheaper, most multi-location businesses have turned to AI marketing toolsand with good reason. They can help scale content production, automate client responses, and simplify marketing management. Of course, relying on AI for brand voice compliance is easier said than done. According to Salesforce research , 71% of marketers expect GenAI to eliminate repetitive tasks, allowing more time for strategy-based decisions.
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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.
Doing CX Right
JUNE 5, 2025
Why are brands still measuring customer satisfaction? It once made sensebut does it now? Explore what this metric is missing & why it matters. The post Still Measuring Customer Satisfaction? That Might Be the Problem appeared first on Doing CX Right.
CSM Magazine
JUNE 5, 2025
Customer service doesnt begin with a phone call or an email. It starts the moment a customer receives their order. While many companies invest heavily in friendly agents and fast response times, they often overlook the physical experience that matters just as much: packaging. The way a product arrives (the condition of the box, the clarity of labelling and the fit of the contents) communicates how much a company values the person on the receiving end.
SurveySensum
JUNE 6, 2025
Too many customer complaints on Twitter ? With 500 M+ tweets flying out daily, it’s where customers vent, praise, and spill the tea. But scrolling through noise isn’t enough. You need to know what your customers are saying. . or even what’s said about your competitors! Well, AI-Text Analytics software analyzes them instantly – with no manual effort!
BirdEye
JUNE 5, 2025
Local SEO Sydney gives your business the edge it needs to dominate search results, connect with high-intent local customers, and build lasting trust. Whether youre a real estate agent in Surry Hills, a trades business in Western Sydney, or a healthcare clinic in the Inner West, your success hinges on showing up when it counts most, that is in local search.
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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