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.
InMoment XI
JUNE 16, 2025
Your call center has the power to shape how customers feel about your brand. Every interaction, whether it’s handling customer inquiries, resolving complaints, or acknowledging compliments, is a moment that can build trust or break it. And in a fast-paced environment, it’s not just about speed. It’s about delivering a contact center experience that balances efficiency and empathy.
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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.
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.
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.
ShepHyken
JUNE 16, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can a brand turn customer service interactions into opportunities for brand loyalty? What are the benefits of proactive customer service? How does smart technology enhance the overall customer experience? What role does customer feedback play in improving the overall service experience?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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.
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.
ShepHyken
JUNE 16, 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. NiCE Research Reveals Customer Service Happiness Is Rising by Contact Centres (Contact Centres) NiCE’s 2025 Global Happiness Index reveals that consumers are now experiencing the benefits of AI in CX, and 69% trust AI-powered companies as much, or even more, than those wit
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.
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.
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.
Thematic
JUNE 15, 2025
Dashboards show you what happened. Qualitative research reveals why it happened and what to do next. Numbers like conversion rates or churn percentages are useful, but these Key Performance Indicators (KPIs) don’t tell the whole story on their own. A high KPI might tell you what is going on, but it won’t explain why it’s happening.
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?
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.
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.
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.
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.
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.
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
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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.
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
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.
SurveySensum
JUNE 19, 2025
Do you remember receiving emails from brands that you shopped with, asking you How likely will you recommend the particular product to your friends and colleagues? How likely will you recommend their brand to your friends and colleagues? It’s called Net Promoter Score (NPS). But, why bother with all this? Well, a positive NPS score means lots of people are raving about your company, which is like free advertising.
Customer Think
JUNE 15, 2025
AI chatbots are no longer a novelty – they’re a critical component of customer service strategies across industries – with Gartner predicting that 80% of customer service and support organizations will be applying generative AI technology in some form to improve agent productivity and customer experience this year.
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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.
BirdEye
JUNE 20, 2025
Want more cosmetic dentistry patients, but unsure how to reach them? Your next patient is probably scrolling Instagram or TikTok right now. With 90.7% of dental professionals reporting that social media fuels demand for smile makeovers, using these platforms isn’t optional; it’s essential. Cosmetic dentistry social media marketing has become a powerful tool for attracting image-conscious individuals seeking smile enhancements.
CSM Magazine
JUNE 19, 2025
New Quantum Metric research highlights the importance of balancing human and AI-powered customer support in today’s omnichannel era. According to new research from digital analytics platform, Quantum Metric , quality customer support is more important than ever, as over half (57%) of Brits have abandoned purchases due to poor or non-existent assistance.
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.
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.
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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