Thematic
JUNE 10, 2025
Have you ever seen a glowing customer rating but still felt something was off? Maybe your product’s Net Promoter Score (NPS) is high, yet support calls keep rising. Traditional sentiment analysis gives you an overall positivity or negativity score, but it doesn’t tell you why. It’s like knowing the average rating of a movie without knowing which scenes people loved or hated.
eglobalis
JUNE 10, 2025
Introduction In the rapidly evolving landscape of enterprise technology, Experience Design (XD) is no longer just about aesthetics or usability—it’s about strategic differentiation and tangible business outcomes. Artificial Intelligence (AI) is reshaping the design process by automating routine tasks, uncovering nuanced user insights, and enabling real-time, hyper-personalized experiences.
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InMoment XI
JUNE 7, 2025
Sometimes, even the most skillful contact center agents have no choice but to escalate a call to their supervisors. However, it’s not an ideal scenario by any means, especially when it happens often. Escalated calls are time-consuming, costly, and stressful. They also lower agent confidence and increase the likelihood of customer churn. Therefore, reducing call escalations is a mission-critical priority for contact center leaders.
CX Journey
JUNE 11, 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. But here’s the catch: a brand promise is only as strong as the experience that delivers it.
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.
TechSee
JUNE 11, 2025
In today’s customer service landscape, contact centers grapple with increasingly complex technical inquiries, from hardware, connectivity and setup issues, to frustrating, troubleshooting issues. These challenges often lead to prolonged interactions, repeat calls, returns, replacements, churn and poor customer satisfaction. Traditional support tools, limited to text or voice inputs, frequently fall short in resolving such complexities efficiently.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Think
JUNE 13, 2025
Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficiency and loyalty. But where should a company begin? Which metrics matter, and how can they be implemented in a way that delivers real impact, not vanity?
Beyond Philosophy
JUNE 7, 2025
Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for y
TechSee
JUNE 10, 2025
Customer service isn’t just a cost center—it’s a differentiator. And in 2025, ADT is proving what’s possible when innovation meets intentionality. With over 2.6 million virtual sessions completed and industry-leading customer satisfaction, ADT didn’t just win a Stevie Award for innovation in customer service—they set a new benchmark for what modern support can look like.
ShepHyken
JUNE 10, 2025
Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately crossed your mind? What did you think about the restaurant? For most of us, our thoughts jump to, “If they can’t keep their bathroom clean, what is their kitchen like?” I call this the Bathroom Experience , a powerful metaphor for how seemingly minor details can dramatically impact customers’ perceptions of a business.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Customer Think
JUNE 9, 2025
In this interview, CEO Sage Zaree shares timely insights into the most critical customer experience (CX) trends reshaping the way brands engage, serve, and retain their audiences. From personalization to CX KPIs, Sage outlines how top-tier organizations are architecting customer journeys that scale, optimize, and convert target audiences. Let’s start with personalization.
PeopleMetrics
JUNE 11, 2025
These generations don’t wait to be taught. They seek, test, and apply … constantly! One of the most overlooked truths about Gen Z and Millennials is how obsessed they are with self-directed learning. They’ve grown up with YouTube tutorials, Skillshare, Coursera, and TikTok explainers. They learn in public. They learn on the go. They learn on their terms.
Thematic
JUNE 9, 2025
Numbers can only tell you what is happening, but not why. You might track customer experience (CX) metrics like satisfaction scores or NPS (Net Promoter Score) to gauge your success. But when a score dips or a trend shifts, do you know the reason? Often, the answer lies hidden in customers’ own words. Open-text feedback, or those comments and survey responses in plain language, holds the story behind the metrics.
ShepHyken
JUNE 8, 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. Marketers Underestimate How Loyal Customers Are and Don’t Understand What Drives Their Loyalty by Adrian Swinscoe (CustomerThink) We are now just over a third of the way through 2025, and it’s fair to say that, regardless of where you are in the world, the average consumer
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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.
CSM Magazine
JUNE 10, 2025
When you’re managing multiple franchise units in a competitive marketplace, delivering consistent and outstanding customer service becomes even more critical. But how do you go from simply “good enough” to “outstanding”? This guide dives into practical, effective strategies for franchise owners to elevate their customer care game.
PeopleMetrics
JUNE 11, 2025
For Gen Z and Millennials, “what do you do?” isn’t nearly as important as “why do you do it?” If your brand, company, or cause can’t answer that clearly, you’ve already lost them. For younger generations, purpose isn’t a side benefit, it’s a core filter for how they decide where to work, what to buy, and who to support. This shift isn’t theoretical.
Blueshift
JUNE 13, 2025
Customer Data Platforms (CDPs): The Ultimate Guide for Modern Marketers You have the data, plenty of it. From your email platform to your website analytics, CRM, mobile app, and maybe even your call center, each piece tells part of your customer’s story. But the problem is clear: those pieces don’t always talk to each other. Welcome to the fragmented state of customer data.
Daniel Group
JUNE 13, 2025
This blog explores how seemingly minor details—like phone routing and signage—can significantly impact customer experience and why continuous improvement is key to closing those gaps. Too often, we overlook the “little” things that have a big impact on customer experience—things like building appearance, signage, and phone routing. To illustrate, here’s a personal example.
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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.
Thunderhead
JUNE 10, 2025
Leading hospitality, retail, and financial services brands are going beyond NPS with these better and more complete customer experience management metrics. You know the saying, “You can never have too much of a good thing”? Well, turns out that doesn’t apply to Net Promoter Score℠, or NPS®. Once the preferred metric for measuring customer experience (CX), it’s beginning to outlive its usefulness.
PeopleMetrics
JUNE 8, 2025
What Gen Z and Millennials really want (and why most companies miss the mark) Gen Z and Millennials aren’t just looking for a product to buy or a place to work. They’re looking for alignment. Alignment with their values, their emotional wellbeing, and their financial situation. Loyalty isn’t about perks anymore for these generations. It’s about emotional ROI.
CSM Magazine
JUNE 10, 2025
In today’s service-driven economy, customer experience (CX) is more than a support function—it’s a competitive differentiator. While customer service and marketing have traditionally operated in silos, modern businesses are recognising the value in unifying these departments. Aligning digital marketing with customer service can lead to more personalised engagement, stronger brand consistency, and ultimately, happier customers.
Optimove
JUNE 11, 2025
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketers attending Optimove Connect 2025 witnessed firsthand how Opti-X reshapes the future of digital personalization and enables brands to deliver meaningful, real-time customer experiences at scale. The session led by Rob Davis and Edward Aaron-Obelley, Product Leaders at Optimove, showcased how personalization, when powered by AI and real-time data, becomes more than a marketing tactic.
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!
Thunderhead
JUNE 12, 2025
Want to increase your contact center cost savings and turn your customer insights into a revenue generator? Start with fixing what’s broken. You’re spending millions to talk to customers. And getting pennies back in return. Let’s be honest: The contact center isn’t exactly known for ROI. Executives want outcomes. Clear levers to pull. Instant visibility into what’s working, what’s not, and what needs to change.
PeopleMetrics
JUNE 10, 2025
They don’t want to be managed. They want to be mentored, inspired, and heard. Gen Z and Millennials aren’t just reshaping what it means to be a consumer. They’re also rewriting the rules of leadership. These generations grew up with access to information, constant feedback loops, and communities that reflect their values. They’ve been empowered to speak up, ask why, and challenge outdated systems.
CSM Magazine
JUNE 11, 2025
Sabio’s Kevin McGachy highlights some key considerations ahead of any AI implementation in the contact centre. Start with Data-Driven Intent Analysis Before Any AI Technology Investment The foundation of any successful AI transformation lies in understanding your customers’ actual behaviour, not assumptions about it. At Sabio, we’ve seen remarkable results through our Intent Capture & Analysis (IC&A) approach, which analyses thousands of customer interactions to reveal
Gainsight
JUNE 11, 2025
Customer churn is one of the biggest challenges businesses face, yet many organizations struggle to accurately predict and prevent it. Losing customers isn’t just a number on a spreadsheet—it’s a hit to revenue, team morale, and long-term growth potential. The stakes are high, and Customer Success teams are at the forefront of addressing this critical issue.
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
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