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The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience)

ECXO

The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience) Ever had a conversation where one person insists it’s freezing cold while the other swears it’s just mildly chilly? Or arguing about whether a songs lyrics say one thing while your friend hears something completely different? Or had a friendly argument about whether “The Matrix” was a mind-blowing sci-fi masterpiece or just a two-hour headache?

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How AI translation is transforming customer experience

Adrian Swinscoe

This is a guest post from Ofer Tirosh, Chief Executive Officer, Tomedes. Why Language is the Key to a Great Customer Experience In a world where [] The post How AI translation is transforming customer experience first appeared on Adrian Swinscoe.

AI 207
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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.

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Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack

ECXO

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them.

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An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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The role of AI in automating quality monitoring

Callminer

AI is transforming the way call centers operate in numerous ways, including by automating quality monitoring and enabling companies to maintain rigorous quality standards. Learn how in this blog.

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THE JAGUARVERSE

Futurelab

#NoBullshitCX #20yearsFuturelab Dont rebrand into the old CX. The Jaguar rebranding got my team discussing the topic of brand representation in experience again. The burning question for us was How will this new branding translate into their CX? Will they dump this fresh, futuristic, colourful image into an old dealership model? Or will we finally see modern showrooms on high streets, test-drives to inspiring locations, salespeople who respect your interests and try to give you what you need ins

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Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX

PeopleMetrics

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions.

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21 tips to measure and improve call center agent effectiveness

Callminer

Effective call center agents are crucial in shaping customer experience and fostering brand loyalty. Read this blog for top tips to measuring and improving call center agent effectiveness.

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SMALL IS BEAUTIFUL

Futurelab

#NoBullshitCX #20yearsFuturelab Nobody is too small for CX. Sometimes when I talk to clients, they say things like We are too small to do Customer Experience. CX is somehow believed to be something for the big names. Nothing can be further from the truth. I need to remind them all the time that the most customer-centric businesses are often small market stalls, hole-in-the-wall venues, little bars on beaches, and tiny corner shops.

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The natural home of the contact center is under the CMO – Interview with Alex Levin of Regal.io

Adrian Swinscoe

Todays podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention [] The post The natural home of the contact center is under the CMO Interview with Alex Levin of Regal.io first appeared on Adrian Swinscoe.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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How To Retain Your Best People During Challenging Times

Doing CX Right

Learn how successful companies retain top talent during change. Stacy Sherman and professor Lisa Kaplowitz reveal leadership strategies to boost engagement, reduce turnover & drive success The post How To Retain Your Best People During Challenging Times appeared first on Doing CX Right.

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Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further

PeopleMetrics

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer

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Emotion AI Market to Be Worth $9.01 Billion by 2030

Smart Customer Service

Research firm MarketsandMarkets has projected the worldwide emotion artificial intelligence market to grow at a compound annual rate of 21.9 percent over the next six years.

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THE OTHER CUSTOMER

Futurelab

#NoBullshitCX #20yearsFuturelab Create an internal value proposition. As 2025 plans get drafted, the question What are our targets? is going to be asked in every meeting room. For many CX teams this question will lead to new value propositions, metrics, and KPIs. I will touch upon these topics in the next issues of this column, but today I really want to start with a question to all my CX people: how is your internal adoption going?

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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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How RAG is Transforming Industries: From Bid Management to Customer Service

Navedas

Retrieval Augmented Generation (RAG) is revolutionizing industriesranging from construction and bid management to customer service, compliance, and enterprise automationby merging real-time data retrieval with large language models (LLMs). Unlike traditional AI, which relies on static datasets that become outdated over time, RAG continuously updates its.

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CES 2025 puts AI and CX in the spotlight

CX Network

Find out about the advanced technology and artificial intelligence (AI) related to CX that surfaced at CES 2025.

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Lesson #10 Revisited: B2B VoC vs. B2C VoC—AI Enhances Both, But the Human Element Still Matters

PeopleMetrics

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. That hasnt changed. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

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AI Chatbots Market to Be Worth $22.6 Billion by 2031

Smart Customer Service

AI chatbots are expected to grow at a CAGR of 27.8 percent over the next seven years, according to Meticulous Research.

AI 96
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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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Mastering customer health for complex enterprise relationships

Totango

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

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AI Agents: The Future is (Still) a Few Years Away—So Let’s Be Pragmatic

Navedas

AI agents are everywhereat least, thats what Microsoft, Salesforce, and half of Silicon Valley want you to believe. If you listen to them, AI-powered assistants are on the verge of replacing customer service reps, automating workflows, and writing business proposals with zero human involvement. The post AI Agents: The Future is (Still) a Few Years AwaySo Lets Be Pragmatic appeared first on Navedas.

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6 APAC brands advancing AI for CX in 2025

CX Network

Ahead of All Access: The CX revolution in APAC, CX Network looks at six brands taking AI to the next level

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Lesson #11 Revisited: Where You Start with VoC Depends on Where You Are—And How AI Can Help Along the Way

PeopleMetrics

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t

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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.

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Influencing a CX+EX+PX-Based Way of Life is Crucial Now

ClearAction

Influencing a CX+EX+PX-Based Way of Life is Crucial Now Lynn Hunsaker Who fuels your enterprise's growth? Customers fund salaries, budgets, and dividends Employees provide what customers need Partners deliver what customers need Accordingly, anything your enterprise is doing that's out of alignment with customer, employee, and partner needs (CX+EX+PX) is waste!

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Totango brand transformation: A new chapter in customer-led growth

Totango

Totango marked a significant milestone on January 22, 2025 a complete rebrand and website update that signals an exciting new chapter, and reflects the journey that brought us to this point. We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players.

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How To Use Customer Service To Increase Profits For An E-commerce Store

Return Customer

When it comes to any type of business, great customer service is key to making more money. If you run an online store, its even more important. Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. Modern shoppers want more than good products. They expect a shopping experience that feels personal and memorable.

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The top 25 AI leaders in CX to follow in 2025

CX Network

CX Network's top 25 people making an impact on AI in CX

AI 66
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The Future of Customer Engagement: How AI is Reshaping Contact Centers

51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

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Lesson #14 Revisited: Voice of Customer (VoC) Communications in the Age of AI - A 2025 Perspective

PeopleMetrics

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Looking back and re-reading this chapter, I had to laugh. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

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Who’s Really Doing Personalization Right? (Hint: It’s Not You—Yet)

Doing CX Right

Learn the right way to use AI-driven personalization, creating unique, customer-first experiences that drive loyalty and business growth. The post Whos Really Doing Personalization Right? (Hint: Its Not YouYet) appeared first on Doing CX Right.

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What’s Driving Contact Center CX Today?

Execs In The Know

The customer experience (CX) landscape is evolving rapidly, especially in contact centers. Todays consumers expect seamless, efficient service, and they have little patience for delays or miscommunication. At the same time, contact center agents, who are tasked with delivering high-quality support, are under pressure to meet performance metrics while juggling increasingly complex interactions.

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Help Scout Remains Committed to DEI

Help Scout

Help Scout hasnt wavered in our commitment to diversity, equity, and inclusion, which to us means creating a workplace that truly works for everyone.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.