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If you’ve made it this far, you know the truth about NPS: it’s not magic. It’s not a vanity score for a slide deck. It’s a discipline. A way to listen, act, and keep earning trust, one customer at a time. What We’ve Covered Over this series, we’ve explored how to: Ask the NPS question in a way that gets meaningful responses Unlock the “why” behind every score Share what you learn in ways people believe Fix what’s broken and double down on what works Follow up with Promoters and ask for the refer
Industry leaders reveal how combining AI, personalization, and human insight drives smarter, more impactful CX decisions. Read to discover why true customer listening goes beyond metrics like NPS.
Introduction: Navigating the AI-Driven CX Revolution Artificial intelligence (AI) is fundamentally reshaping customer experience (CX), and although we are only witnessing the initial stages, its rapid evolution already signals revolutionary changes ahead. Executives worldwide increasingly recognize the profound potential of AI through advanced algorithms , machine learning (ML), natural language processing (NLP), and generative AI technologies.
AI Can’t Save You from Mediocrity Let’s get something straight: automating a bad experience doesn’t make it better—it just makes it faster. And in the rush to slap AI on every customer touchpoint, too many companies are forgetting a brutal truth: If your service sucks, AI will help you deliver suckage at scale. Let that sink in. We don’t have a technology problem.
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
THE QUI RULE OF THREE CUSTOMER SERVICE LEADERSHIP QUESTIONS: (Why only three? Because nobody can remember Number Four): 1. “What are you hearing from our customers?” You cannot even begin to satisfy customers until you remove all the potential dissatisfiers within the customer experience. So, find out what your people are hearing and systematically remove any potential sources of dissatisfaction. 2.
In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company’s new mission: Creating a NiCE World. This isn’t just a rebranding message — it’s a strategic shift toward unified, proactive, and AI-enabled customer experiences. Andy and Colin explore why AI alone isn’t enough, the dangers of siloed implementations, and why leading organizations are turning to platforms — not point solutions — to orchestrate
You’ve designed your NPS survey. You’re asking the right customers, at the right time, in the right way. But what do you do with the results? Too many teams stop at reporting the NPS score. They miss the real point: the NPS score is only the signal, the “why” behind the score is what drives real action. If you want to move up the curve, from Foundational to Mature and eventually Elite, you need to capture, analyze, and share the NPS insights from your customers.
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You’ve designed your NPS survey. You’re asking the right customers, at the right time, in the right way. But what do you do with the results? Too many teams stop at reporting the NPS score. They miss the real point: the NPS score is only the signal, the “why” behind the score is what drives real action. If you want to move up the curve, from Foundational to Mature and eventually Elite, you need to capture, analyze, and share the NPS insights from your customers.
I still see people using the term “customer-centric” incorrectly. What does it truly mean to be customer-centric ? It looks like this: There are no discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it will impact the customer, how it will make her feel, what problems it will help her to solve, what value it will create and deliver for her (that ultimately creates value for the business).
Customer Experience Inspiration and Insight Content CX Reports CX Guides News Articles Interviews Videos Webinars White Papers Content Hubs Insight by Coveo Insight by Cyara Insight by Freshworks Insight by Genesys Insight by NICE Insight by Qualtrics Insight by Sprinklr Insight by SurveyMonkey Insight by Talkdesk Insight by Twilio Insight by Zendesk Insight by Zoom CX Replay Videos CX All Access & Events All Access: Free CX Webinar Series Conferences Exchanges Webinars Sponsorship About Abo
When millions of conversations flow through your platform daily, reliability isn’t just a technical metric – it’s the foundation of customer trust. At Intercom, where our AI Agent Fin resolves millions of customer inquiries autonomously, reliability starts with one essential question: Can our customers do the job they’re hired us to do? This question has led us to develop what we call “heartbeat metrics” – vital signs that instantly tell us if our systems are truly serving their purp
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five blind spots that get in the way of customer understanding and growth – Interview with Toni Keskinen of 180ops first appeared on Adrian Swinscoe.
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.
Who this is for: Customer experience leaders, operations executives, and B2B/B2C teams looking to make Net Promoter Score (NPS) a core driver of customer loyalty, employee engagement, and business growth. What it solves: Many NPS programs stall because they lack clear ownership and don’t connect the score to everyday work. This guide shows how to set meaningful NPS goals, embed them across your organization, and turn loyalty into a shared mission.
Flexible Scheduling Re-imagines Workforce Management View this article on the publisher’s website The time has come for flexible scheduling, especially for contact centers where inflexible scheduling practices are a top driver of agent dissatisfaction and attrition. There are many approaches to flexible scheduling, including inviting employees to participate in setting all or part of their work schedules.
Customer Experience Inspiration and Insight Global State CX Content CX Reports CX Guides News Articles Interviews Videos Webinars White Papers Content Hubs Insight by Coveo Insight by Cyara Insight by Freshworks Insight by Genesys Insight by NiCE Insight by Qualtrics Insight by Sprinklr Insight by SurveyMonkey Insight by Talkdesk Insight by Twilio Insight by Zendesk Insight by Zoom CX Replay Videos CX All Access & Events All Access: Free CX Webinar Series Conferences Exchanges Webinars Spons
A customer-centric culture isn’t something you launch; it’s something you lead. It’s not a one-time initiative or a branding exercise. It’s an ongoing commitment that must be maintained through discipline, sustained through systems, and scaled through design. Many organizations say they put customers at the heart of all they do, but few know how to protect that focus as the business grows, shifts, or faces internal pressure to prioritize short-term wins over long-term value.
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.
Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution A Brief Introduction to the Origins of Personalization The concept of personalization in marketing took shape in the early 1990s as businesses began shifting from mass communication models toward individual, data-driven engagement. With the rise of customer databases, CRM systems, and emerging digital platforms, the ability to tailor communications and offerings at scale became feasible.
Net Promoter Score (NPS) is one of the most trusted customer loyalty metrics, but simply asking the question, “How likely are you to recommend us?” isn’t enough. Many companies struggle to move beyond the number and create real change. Our 10-part blog series, Mastering NPS: From Foundational to Elite , is designed for customer experience leaders, operations executives, and B2B/B2C teams who want to: Understand what NPS truly measures.
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Every customer interaction shapes perception, loyalty, and bottom-line results. This article breaks down why agent performance matters, some potential challenges, and strategies for better outcomes.
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.
How do you lead a support team in this new world with AI metrics? The technology is amazing, but our assumptions and processes for understanding and leveraging AI metrics are very different from traditional support metrics. Our new CX Score is the perfect example. This post originally featured in our AI-first customer service newsletter, The Ticket.
Fix Your Internal Comms Before You Fix Your Chatbot Everyone wants the shiny fix. “Let’s invest in AI.” “Let’s upgrade the chatbot.” “Let’s automate the FAQs.” But here’s the messy truth: A broken chatbot isn’t always a tech problem. Often, it’s a people or process problem. It’s the symptom, not the cause. If your frontline doesn’t know what’s going on… If policies are outdated and tribal knowledge rules… no bot in the world can help you.
You’ve asked your customers the right questions. You know your score. You understand the “why.” You’re sharing what you learn with your teams. You have now gone from foundational to mature. So, what’s next? How do you move into the “elite” category of NPS programs? If you want your NPS program to actually drive loyalty (not just measure it) you have to close the loop.
Customer Experience Inspiration and Insight Content CX Reports CX Guides News Articles Interviews Videos Webinars White Papers Content Hubs Insight by Coveo Insight by Cyara Insight by Freshworks Insight by Genesys Insight by NICE Insight by Qualtrics Insight by Sprinklr Insight by SurveyMonkey Insight by Talkdesk Insight by Twilio Insight by Zendesk Insight by Zoom CX Replay Videos CX All Access & Events All Access: Free CX Webinar Series Conferences Exchanges Webinars Sponsorship About Abo
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.
AI gives brands the tools to anticipate needs, solve problems before they surface, and deliver meaningful experiences. Explore how to use AI to forge deeper, lasting connections with your customers.
I’ve always believed that the Michael Kors’ Call Center should be more than just a point of contact – it should be a true extension of our brand’s retail stores’ luxury experience. When we first partnered with an outsourcing provider, I knew we faced a significant challenge: how to make agents not directly employed by Michael Kors feel like authentic representatives of our brand.
By Kristen Hayer In many customer success organizations, there is an unspoken pattern. When the product falls short, the CS team fills in the gaps. A feature doesn’t work as expected? The CSM writes a workaround. A critical integration is missing? Professional Services builds a one-off solution. A customer is frustrated? Support absorbs the fallout.
You’ve built an NPS program that works. You listen, you act, you turn Promoters into real leads. But there’s one big piece most companies miss, and it holds them back from true Elite status: They don’t connect the dots between employee loyalty and customer loyalty. Why It Matters So Much Think about it: your people are the experience. They’re the ones delivering on your promises.
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!
When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season.
Did you know that 1 in 3 customers will walk away from your brand after just one poor experience? To make matters worse, 13% will tell 15 or more people about that bad experience. That’s a steep price to pay for not knowing what went wrong. Remember this: If you’re always waiting to see the churn report or a drop in your CSAT to take some action, it’s already too late.
Chewy.com: An Incredible Customer Experience My wife, Pat of 48 years, got a package today (Sunday) from Chewy.com. They sent two bags of dog food, and one was for puppies. Pat asked me to call Chewy.com at 1-800-672-4399 and discontinue the puppy food. They answered in one ring with a live, friendly person on a Sunday morning , apologized for the mistake (Not their fault), discontinued the puppy food shipments, gave her a credit for the puppy food, and asked us to donate it to someone.
By Kristen Hayer AI has made its way into Customer Success. It writes call summaries, suggests next steps, analyzes usage trends, and automates onboarding workflows. These innovations can bring clarity and speed to daily operations. For companies under pressure to scale, it is tempting to assume that AI might replace parts of the team altogether. But even as automation gets smarter, the smartest CS programs are investing more in their people, not less.
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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