Adrian Swinscoe
APRIL 29, 2025
Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobes annual customer event. Last years event was dominated by news [] The post Key insights from Adobe Summit on agentic AI and B2B innovation first appeared on Adrian Swinscoe.
Futurelab
APRIL 29, 2025
#NoBullshitCX Pay now for a good CX programme-or pay more later for not having one. Thats the reality many companies ignore until it is too late. They cut corners on CX, thinking they are saving money. But what they are really doing is shifting the cost. Complaints go up. Calls flood the contact centre. Churn creeps in. And suddenly, the cheap approach turns into a very expensive mess.
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eglobalis
APRIL 27, 2025
In tr od uc ti on [link] Agentic AI has emerged as a next-frontier concept in artificial intelligence, promising a paradigm shift in how businesses engage with customers. Unlike traditional or even generative AI, which react to prompts by producing content, Agentic AI refers to AI agents endowed with autonomous decision-making able to set goals, reason, and take actions with minimal human input.
ECXO
APRIL 28, 2025
The HX Employee From Productivity to Purpose Why the future of work begins with what makes us human. Welcome Back to The HX Revolution If youve been with us since Article 1Welcome back, friend. If this is your first stop on the journeygrab a seat, youre right on time. This isnt your usual business series. Its a revolution. A Human Experience (HX) Revolution.
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.
Adrian Swinscoe
APRIL 21, 2025
Millennials and Generation-Z dont want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty [] The post Unpacking the voice assumptions that are holding back many CX efforts first appeared on Adrian Swinscoe.
Futurelab
APRIL 26, 2025
#NoBullshitCX Let your employees do their job and don’t stand in their way. Most people want to do the right thing for the customer. But their organisation either gets in the way, or worse interferes with their wishes to act on that instinct. I consider this almost a crime. It is so difficult to make people move when it comes to change. Culture does eat strategy for breakfast.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Execs In The Know
APRIL 21, 2025
If you work in customer experience, chances are youve been to your fair share of conferences; some inspiring, others forgettable. But Customer Response Summit (CRS) in San Diego , happening this September 1719, isnt just another event to add to your calendar. Its the gathering place for customer experience (CX) leaders from some of the worlds most influential brands.
Callminer
APRIL 30, 2025
AI-powered Real-time agent assist tools streamline workflows, reduce repetitive tasks, and provide live guidance. Read more about to help agents handle interactions more effectively and confidently.
Adrian Swinscoe
APRIL 13, 2025
For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator. As a result, you will [] The post Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns first appeared on Adrian Swinscoe.
The DiJulius Group
APRIL 24, 2025
201: Navigating Uncertainty: The Opportunities of a Recession Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on.
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.
Gainsight
APRIL 28, 2025
Todays executives are experiencing an incredible amount of decision fatigue. In fact, according to Forbes , 7 out of 10 executives say burnout is negatively affecting their ability to make thoughtful, proactive decisions. Two factors contribute to the sense of overwhelm. First, the customer experience is more complex than ever. Second, the availability of data has grown exponentially.
Callminer
APRIL 28, 2025
Implementing AI in a contact center isnt just a tech upgrade its a shift in how service is delivered. Read this blog for tools and best practices for using AI to enhance CX in contact centers.
RateMyService
APRIL 22, 2025
Turn CX into ROI: Learn 5 proven tactics to win CFO buy-in and fund your CX initiatives with confidence. Youve just finished your second cappuccino when your CFO storms into your office, spreadsheets in hand, with a sceptical eyebrowraised. Salma, youve been preaching time and time again that customer service is important. We all get it. What the board isnt going to get is why we need to spend so much on an AI chatbot.
Experience Investigators
APRIL 22, 2025
Customers dont expect just great service they want every interaction to be easy, intuitive, and maybe even a little magical. As a customer experience change agent, you know fulfilling that expectation isnt always easy. Customer journeys span dozens of channels and touchpoints. Even with a CX Mission Statement and strategy, your time and resources are limited.
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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.
The Belding Group
APRIL 28, 2025
Condescending coworkers are the colleagues who seem to look down their noses at everything you do. When they speak with you, their sentences inevitably end with that unstated, yet clear sentiment: "I think you're an idiot." Shaun Belding | www.shaunbelding.
Callminer
APRIL 24, 2025
The retail climate for 2025 is a bit uneasy. But AI is helping retailers create more fluid, personalized experiences. Learn how AI is reshaping both the customer and frontline employee experience.
SurveySensum
APRIL 16, 2025
Your CRM is smart. But is it futuristic? It knows your customers names, emails, and past purchases. But does it know what they actually want? Whats frustrating them? What will make them hit buy instead of bouncing to your competitor? Thats where CRM surveys come in. Consider them as a straight line into the opinions of your consumers. The result? Smarter marketing, better sales, and a customer experience that keeps people coming back.
RateMyService
APRIL 28, 2025
In Kenyan healthcare, trust is our greatest asset. Its time to live up to the loyalty our patients continue toshow. #PXWeek is more than just a time to celebrate healthcare teamsit is a reminder that patients deserve more than good clinical outcomes. They deserve dignity, clarity, empathy and respect at every touchpoint. Despite technological advancements, patients still face long queues, confusing processes and a healthcare system that can sometimes feel overwhelming.
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!
Hodusoft
APRIL 16, 2025
Manage Telecom Call Volume with Smart Call Routing “Intelligent routing is the driver for survivability.” This is an excerpt from the book ‘Telecom Extreme Transformation: The Road to a Digital Service Provider.’ The book, which was published in 2021, is acclaimed as a survival guide for contemporary telecom service providers.
The Belding Group
APRIL 28, 2025
Getting your cheap boss to open their wallet for something the company needs is tricky, but not impossible. The secret is to first convince them that you, too, value cost-control. Shaun Belding | www.shaunbelding.
Callminer
APRIL 22, 2025
AI has long been transforming how companies engage with their customers. Read this blog for 25 AI customer experience examples and the benefits.
Experience Investigators
APRIL 16, 2025
The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes. The past few weeks have been a whirlwind. Tariffs, market swings, shifting economic signalsevery day seems to bring a new plot twist.
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.
Gainsight
APRIL 16, 2025
Theres something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. They experience your company aswell, your company (and product) as one journey.
Comm100
APRIL 16, 2025
Customer support teams are under more pressure than ever. Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.
The DiJulius Group
APRIL 25, 2025
The Modern-Day White-Collar Sweatshop Its 2025, and while AI, automation, and digital transformation continue to evolve how we do business, one thing hasnt changed for many organizations: the call center still feels like the white-collar sweatshop of our time. Picture a typical call centermaybe even your own. Rows of cubicles, standardized scripts, and laser focus.
Callminer
APRIL 20, 2025
Ecommerce brands are a dime a dozen in todays competitive retail landscape, but exceptional CX can be the difference between a memorable brand and one that gets lost in the shuffle. Read more.
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
The Success League
APRIL 14, 2025
By Kristen Hayer You have seen it. You may have even lived it. The CSM who is everything for their customers. They support, well, support. They provide services. They renegotiate poorly set expectations. They stay late helping customers navigate the solution they didnt get enough training on. The one thing they arent doing is tapping into their cross-functional teams.
Gainsight
APRIL 29, 2025
Adopting new solutions involves more than sitting through a few training modulesand this is particularly true for Customer Success (CS). In fact, much of the work to make the switch successful happens before companies even sign a contract. CS teams need to evaluate their needs, prepare their employees, and figure out their goals once the new platform is adopted.
Execs In The Know
APRIL 22, 2025
It doesnt take much to see when a systems broken. A customer gets bounced from channel to channel. A support agent wastes minutes, sometimes hours, digging through fragmented data. The resolution takes too long. The frustration lingers. The customer experience (CX) journey is supposed to be seamless, efficient, and human-centered. But far too often, legacy systems are standing in the way.
Experience Investigators
APRIL 22, 2025
Trust is key to managing customer expectations in todays fast-changing world. While perfection isnt possible, transparency isand customers deeply value honesty. When transparency is your default, disappointments become opportunities for connection. Take the supplement company that added flavoring to an unflavored product: instead of ignoring feedback, they addressed it openly, building stronger relationships.
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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