Tips to Ensure Service Reps Can Access the Info They Need
Smart Customer Service
MAY 14, 2025
Modern contact center intelligence means agents are better informed and interactions move quickly.
Trending Articles
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The Power of Silence in Customer Conversations
The Success League
MAY 14, 2025
By Kristen Hayer In customer success, we spend a lot of time honing what we say. We practice our messaging, rehearse tough conversations, and try to strike the right balance between friendly and strategic. But one of the most powerful tools in a customer success professionals toolkit isnt something we say at all. Its silence. Silence is uncomfortable for a lot of people, especially in business conversations.
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Designing Intelligent CX: A Practical Roadmap for Agentic AI Deployment
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.
The HX Employee – From Productivity to Purpose
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.
From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter
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.
DON’T ADD INSULT TO INJURY
Futurelab
MAY 9, 2025
#NoBullshitCX When dealing with difficult experiences, respect costs nothing but delivers a lot. The Dutch tax authority has been using a brilliant slogan for years: “: ’ , .” I think this is a very healthy view of unpleasant events. Some things in life are never going to be fun paying taxes, filing complaints, settling debts.
Agentic AI and building connections with customers in the moments that matter
Adrian Swinscoe
MAY 9, 2025
We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show up in [] The post Agentic AI and building connections with customers in the moments that matter first appeared on Adrian Swinscoe.
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Optimize agent performance with AI and real-time assist tools
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.
How to Build Incredible Connections in Client Meetings
The DiJulius Group
MAY 5, 2025
If you are in sales, an account executive, or business development, you want to stand out from all the other smart people who do what you do. Relying solely on your professional expertise will not be a differentiator. Professional expertise, by itself, is a commodity in your industry. You need something more. You want to. Read Full Article The post How to Build Incredible Connections in Client Meetings appeared first on The DiJulius Group.
HELPING PEOPLE HELPING PEOPLE
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.
Key insights from Adobe Summit on agentic AI and B2B innovation
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.
A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026
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.
Future Trends in AI-Based Customer Management: Lessons from Machine Tool Motors
Customer Experience Matrix
MAY 11, 2025
As someone who has spent his career tracking new technologies, Ive long been fascinated by how those technologies spread over time. The standard model of technology diffusion , developed by Everett Rogers and based on New Deal studies of how farmers adopted new crops, offers the familiar segmentation of users into innovators, early adapters, early majority, late majority, and laggards.
Best practices for enhancing CX with AI in contact centers
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.
201: Navigating Uncertainty: Opportunities of a Recession
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.
CHEAP IS EXPENSIVE
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.
Next-Gen Cloud Contact Centers For Dummies®
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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.
How Today’s Smartest Executives Stay Ahead—With AI
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.
Why Real Estate Needs AI-Powered Call Centers?
Hodusoft
MAY 7, 2025
Why Real Estate Needs AI-Powered Call Centers? Effective communication. Unwavering trust. Strong interpersonal relationships. These have always been the foundation for the real estate industry. And always will be. However, thanks to technological innovation, the sector is undergoing rapid transformation. Clients expect faster responses, personalized service, and seamless experiences across every interaction.
How AI is powering a frictionless future in retail CX
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.
Fast-Track Support Success with Support Ticket Analysis
SurveySensum
MAY 7, 2025
Its Monday morning. Your inbox? Overflowing. Your support team? Already behind. And the tickets? Coming in hot, from bugs to billing woes. Tickets are rolling in faster than your team can say, Well get back to you shortly. And while everyones racing to respond, customers are getting tired of waiting. And thats where things get risky. Because customers are 4X more likely to switch to a competitor if their issue is service-relatednot product-related.
Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows
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!
203: Why Customers Are Revolting
The DiJulius Group
MAY 8, 2025
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that.
Trust at every step: Reclaiming the heart of patient experience
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.
Stop Wasting Time: The Smarter Way to Handle I-9, E-Verify, and ID Verification in High-Volume Hiring
Lightico
MAY 14, 2025
Hiring compliance often times may feel like a legal formality. But, with tighter I-9 rules, an updated Form I-9 and e-Verify processes , rising ICE audits, and growing identity fraud risks and ID verification requirements , enterprise employers cant afford disjointed workflows, or outdated tools. Yet thats exactly where many large companies still find themselves.
What it Really Means to “Own” the Customer Relationship
The Success League
MAY 8, 2025
By Kristen Hayer "Own the customer" is a phrase that gets tossed around a lot in Customer Success. It sounds clear and decisive, but it can be misleading. In many organizations, it has come to mean that one person, often the Customer Success Manager, is solely responsible for everything related to the customer. That might work on a small scale, but as companies grow and customer needs evolve, this approach can introduce risk rather than reduce it.
Case Study: Key Insights on Wait Times and Customer Service
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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.
Understanding the Differences in AI Functionality—and Why They Matter for CS
Gainsight
MAY 9, 2025
If your AI strategy starts and ends with drafting emails, then you’re not alone. While AI continues to make headlines, it’s still shrouded in mystery. And as a customer success (CS) leader, if you don’t understand the differences under the hood, then you’re leaving insights, productivity, and revenue on the table. Many CS leaders hear AI and assume its all the same, but in reality, AI is an umbrella term that encompasses a range of different technologies that serve distin
Condescending Coworkers
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.
From fragmented to focussed
RateMyService
MAY 8, 2025
Why CX needs to navigate organisational complexity and deliver on your brandpromise Your complexity is not the customers problem When customers interact with your brand, theyre not thinking about your departments, systems or reporting lines. They only care about one thing: Can you meet my needsquickly, effortlessly and reliably? They expect your organisation to deliver on your brand promise as one seamless entity.
Patient Feedback: Your Secret Weapon for Better Care
SurveySensum
MAY 9, 2025
Are you truly listening to your patients? Because heres something to think about: two out of three patients have had a negative experience with a healthcare provider. Thats nearly half of your patients walking away with frustration that couldve been avoided. Thats why collecting patient feedback is key to improving care where it matters most. With the right patient satisfaction survey, you can uncover whats working, fix whats not, and create an experience where patients feel heard.
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.
[Experience Action Podcast] CX in the Public Sector
Experience Investigators
MAY 13, 2025
What happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives. The conversation begins with reimagining success metrics beyond customer acquisition and retention.
How to Speak Your CRO’s Language: Proving the ROI of Customer Success
Gainsight
MAY 9, 2025
As a customer success (CS) leader, you don’t need to tell your Chief Revenue Officer (CRO) that CS supports customers; they already know that. What you need to do is prove the business impact of CS. However, speaking purely in terms of retention, adoption, and relationships won’t cut it. You need to show that the CS teams actions protectand grow annual recurring revenue (ARR).
The Cheap Boss
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.
The Most Effective Ways to Train Gen Z on Customer Service
The DiJulius Group
MAY 8, 2025
Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of. Read Full Article The post The Most Effective Ways to Train Gen Z on Customer Service appeared first on The DiJulius Group.
An Introduction to AI in Customer Service
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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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