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.
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
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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.
Adrian Swinscoe
JUNE 9, 2025
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid […] The post The future of CX and agentic CX – Interview with Sid Banerjee of Medallia first appeared on Adrian Swinscoe.
Speaker: Joe Wroblewski, Sales Engineer Manager
Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te
Callminer
JUNE 11, 2025
Read this blog to learn which obstacles agents encounter and how AI tools help them at each stage of their work, as well as what organizations should think about when deploying AI solutions.
ECXO
JUNE 11, 2025
Customer Journey Mapping 2.0: From Linear Fantasy to Adaptive Reality Let’s get real for a second: most customer journey maps are like coloring books. Cute, predictable, linear… and totally disconnected from how people actually behave. You know the type—step 1: awareness, step 2: consideration, step 3: purchase, yadda yadda. It looks great in a slide deck.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
JUNE 16, 2025
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI first appeared on Adrian Swinscoe.
Callminer
JUNE 16, 2025
Read this blog to find out why effective after call work leads to improved customer service quality, while ensuring accurate reporting and creating seamless transitions for subsequent interactions.
Futurelab
JUNE 6, 2025
#NoBullshitCX Last week I talked about knowing who your promoters are and what triggers them to actually talk about you. The same lesson came up again when we worked with a major Japanese car brand – but with a whole new twist. We found three distinct types of promoters, each with very different motives for recommending a brand. We nicknamed them the Guru, the Bulldog, and the High Priest.
Intercom, Inc.
JUNE 16, 2025
You satisfy your customers, but can you satisfy our curiosity? With Emily Bach, Customer Support Team Lead at Mangomint. Please tell us a little bit about your company and what you do there. I’m a Customer Support Team Lead at Mangomint – a SaaS company that supports businesses in the health and wellness industry. What word or phrase in customer service jargon should be retired?
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
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.
Adrian Swinscoe
MAY 30, 2025
Todays interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting [] The post Customer-centric innovation and Amazons PRFAQ Interview with Marcelo Calbucci first appeared on Adrian Swinscoe.
Callminer
JUNE 9, 2025
Explore AI-driven conversation automation and virtual agents reshaping contact centers for faster, personalized, and consistent customer support with enhanced workforce efficiency.
The Success League
JUNE 11, 2025
By Kristen Hayer “Be proactive.” It is one of the most common pieces of advice given to Customer Success Managers. But it is rarely followed by a clear definition. What does it actually mean to be proactive in a CS role? How can a CSM move beyond task completion and truly deliver value for customers? In many organizations, proactivity is encouraged but not clearly modeled or supported.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Futurelab
JUNE 14, 2025
#NoBullshitCX Over the past few weeks, I have been talking about promoters: who they are, what drives them, and why not every recommendation works the same way. As summer is in full swing, I want to share an example of promoter-based marketing from my favourite black-kettle BBQ brand. By the time we started working with them, they already had a huge base of enthusiastic customers who loved their products and were already willing to recommend them.
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
Adrian Swinscoe
JUNE 13, 2025
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare insurer got automation right by putting its clients first first appeared on Adrian Swinscoe.
Callminer
JUNE 4, 2025
CallMiner is a Leader in The Forrester Wave: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report. Read this blog to learn what makes CallMiner standout in the market.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
CX Network
JUNE 2, 2025
CX Network's top 30 people making an impact on contact centers
ECXO
JUNE 2, 2025
The Future of Work is HX: What Comes Next? Welcome to the Grand Finale of the HX Revolution Here we are. Article 10. The final chapter in The HX Revolution series. If youve walked this journey from the beginning, thank you. If youre just arriving, welcome to the fire. Weve spent the last nine articles exploring how Human Experience (HX) is not just a philosophy or buzzword, but a blueprint for transforming work, leadership, culture, and lives.
Execs In The Know
JUNE 16, 2025
The best conferences leave you with more than insights. They leave you with memories. For many, the chance to explore a vibrant city becomes as important as the sessions themselves. Conferences are opportunities to step away from routine, reset perspectives, network with peers, and have some fun exploring places that spark fresh thinking. This September 17-19, the Customer Response Summit (CRS) invites you to do exactly that in San Diego, California.
Adrian Swinscoe
JUNE 4, 2025
This is a guest post by Dave McEvoy, the Director and founder of DMAC Media. When browsing online for a product or service, most of us [] The post Low intent, high value: Why casual browsers matter more than you think first appeared on Adrian Swinscoe.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Callminer
JUNE 2, 2025
Learn about the exciting combination of CallMiner and VOCALLS, empowering organizations to embrace automation at scale, while using analytics to understand what to automation and how to improve.
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.
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.
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: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
Help Scout
JUNE 4, 2025
Generative AI and machine learning can do incredible things, but when you're trying to help customers the stakes can be very high. Recent failures of AI chat bots are worth considering as we all roll AI into our service organizations.
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.
Lumoa
JUNE 5, 2025
Lumoa Product News for April 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Ask AI Filter Recognition Ask AI can now tell you a list of all Filters its able to see! This will, in the vast majority of times, just be a list of all the background variables associated with your data.
The DiJulius Group
JUNE 12, 2025
Building Relationships in a Digital Age Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
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