Trending Articles

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AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?

eglobalis

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.

AI 312
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Training plan for Managing Customer Expectations

Inside Customer Service

This plan will help you train employees to effectively manage customer expectations. Service failures are caused by an experience that falls short of expectations. Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning.

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Orchestrating the Switch from AI Agents to Human Interaction – When and Why It Matters in CX

eglobalis

In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. AI agents , including chatbots and virtual assistants, handle a significant portion of customer inquiries, offering immediate support and streamlining operations.

AI 352
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The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience

ECXO

The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.

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Next-Gen Cloud Contact Centers For Dummies®

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.

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𝐒𝐲𝐧𝐭𝐡𝐞𝐭𝐢𝐜 𝐫𝐞𝐬𝐩𝐨𝐧𝐝𝐞𝐧𝐭𝐬: 𝐀 𝐖𝐚𝐜𝐤𝐲 𝐖𝐚𝐯𝐢𝐧𝐠 𝐌𝐚𝐧 𝐨𝐟 𝐑𝐞𝐬𝐞𝐚𝐫𝐜𝐡.

Futurelab

TL;DR: Synthetic respondents have a place in research, but only for a few select purposes and as an addition to research on real people, not a replacement. Lets be honest: in an ideal world, wed always rely on real human respondents. They bring context, emotions, and real-life messiness. But reality isnt always ideal. Clients dont have time, they dont have budgets, and sometimes, running a study just isnt an option.

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Testing and experimentation is everyone’s problem – Interview with Shafqat Islam of Optimizely

Adrian Swinscoe

Todays podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to [] The post Testing and experimentation is everyones problem Interview with Shafqat Islam of Optimizely first appeared on Adrian Swinscoe.

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B2B CX – Strategy & Business Alignment

ECXO

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

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Managing Customer Experience Like a Pro: Inside a CX Manager’s Daily Workflow

Retently

Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.

CX 115
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The “HER” that felt like “IT”

Futurelab

The movie Her is a story of a craftsman breathing a soul into an artefact which is AI. Sam Altman of OpenAI referred to it when launching Sky, but in fact did quite the opposite. By stealing Scarlett Johanssons voice, he turned a person into an object. I dont remember how I used to work without AI. I can’t help but love how effective it can be.

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Addressing e-commerce’s 5 biggest CX challenges with AI and personalization

Adrian Swinscoe

This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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Beyond CX and EX: The Birth of HX

ECXO

Beyond CX and EX: The Birth of HX Why Customer Experience and Employee Experience Arent Enough for True Transformation Were back with the HX series! My last article ( The HX Imperative: Why Human Experience is the Future of Business ) uncovered a hard truthmost business transformations fail because they focus on processes and tools while ignoring the humans at the heart of it all.

CX 218
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Lesson #26 Revisited: The Hidden Cost of Cheap, Generic Surveys—And How AI Could Change That

PeopleMetrics

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.

VOC 100
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THE EARLY WARNING ADVANTAGE

Futurelab

#NoBullshitCX Do we still need to break down the metrics by gender? I just made every dude in my audience roll their eyes, but this is a legitimate business case. We have done extensive CX research for several automotive producers. Every time we present the CX metrics, we see that women score more extreme than men. When things are good, they score 10s for the same things men score 8s.

CX 130
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From numbers to narratives: The power of customer engagement

Adrian Swinscoe

Traditionally, when a CFO gets promoted to the position of CEO, its not uncommon to expect the firm to take a more analytical approach and, perhaps, [] The post From numbers to narratives: The power of customer engagement first appeared on Adrian Swinscoe.

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From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

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Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In

eglobalis

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue.

CX 232
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The Rise of Silent Services: Embracing Quietude in Customer Experience

ECXO

The Rise of Silent Services: Embracing Quietude in Customer Experience Introduction: A World That Wont Shut Up Imagine stepping into a store, and before you even have a chance to breathe, a salesperson materializes out of thin air like a genie, ready to “assist” you. They ask how you’re doing, what you’re looking for, andbefore you’ve even figured that outthey start rattling off recommendations like an over-caffeinated podcast host.

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CX Reports That Get Noticed: How to Create Actionable Insights for Stakeholders

Retently

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

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Lesson #31 Revisited: Root Cause Analysis (RCA) Is a Must—AI Helps a Bit, But the Pain andthe Payoff Are Still Yours

PeopleMetrics

Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.

VOC 90
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4 HR Priorities for 2025 to Supercharge Your Employee Experience

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.

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The art and the science of listening – Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics

Adrian Swinscoe

Todays podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics recent X4 2025: The Experience [] The post The art and the science of listening Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics first appeared on Adrian Swinscoe.

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Top tools & tips for empowering customer service reps

Callminer

Customer service is the backbone of customer loyalty and organizational success. This blog explores how to utilize tips and tools to empower your CSRs to provide exceptional customer service.

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Amazing Questions to Ask as a CX Professional

CX Accelerator

With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!

CX 182
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197: Structuring Your Presentations for Maximum Impact

The DiJulius Group

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.

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From Start to Scale: Driving Growth Through Seamless Payments Implementation

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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Lesson #33 Revisited: Don’t Let VoC Become Complaint Management—Celebrate the Positive Too!

PeopleMetrics

Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.

VOC 62
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How Spirit Airlines Transformed Its Customer Experience with AI

Execs In The Know

by Mike Myer, CEO and Founder of Quiq Customer expectations in the airline industry have reached new heights, and delivering a standout experience is no longer optional. Its now essential for survival. Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future.

AI 52
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The future of AI call center automation in 2025 and beyond

Callminer

AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.

AI 182
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AI’s Dual Role in Transforming Knowledge Management

DMG Consulting

AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. As with many technology sectors, the primary driver behind KMs strong positive momentum is AI adoption; however, unlike many other sectors, KM benefits from the AI revolution in two distinct ways.

AI 59
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Case Study: Key Insights on Wait Times and Customer Service

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

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The Customer Revolt / Two CX Legendary Brands Struggling

The DiJulius Group

The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21? These are just some companies that have. Read Full Article The post The Customer Revolt / Two CX Legendary Brands Struggling appeared first on The DiJulius Group.

CX 65
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Lesson #30 Revisited: Closing the Loop on Alerts—Has AI Changed This?

PeopleMetrics

Closing the loop on customer alerts is one of the most fundamental aspects of an effective VoC program. It provides immediate ROI, reduces churn, and strengthens relationships. But despite all the advancements in AI, this is one area where technology hasnt dramatically changed the core principles of closing the loop. The Basics Havent Changed The concept of closing the loop has remained the same for years.

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Personalization at Sea: How Princess Cruises Is Elevating the Guest Experience

Execs In The Know

Picture a guest experience so seamless, so personalized, that every traveler feels like the journey was crafted just for them. Thats the dream Alvin Stokes , Vice President of Global Guest Reservations, Service Operations & CRM at Princess Cruises , painted for the audience as he closed out the Customer Response Summit (CRS) with his compelling mainstage keynote.

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CallMiner Outreach – The future of CX is here

Callminer

Learn how CallMiner Outreach is changing the CX game, leveraging AI-powered insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.

CX 182
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Frost Radar: Voice of Customer Analytics, 2024

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.