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.
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.
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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.
Hodusoft
APRIL 21, 2025
Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. So, in the case of contact center software , you have good things to look forward to in 2025. It is nothing dramatic but something evolutionary. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster.
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.
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.
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.
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 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.
Hodusoft
APRIL 24, 2025
Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. Retaining them over a long period of time is critical to success. The insurance sector has become intensely competitive more than ever before. The cost of acquiring new clients continues to increase. In such a scenario, customer retention (or retention of policyholders, if you will) is the only recourse.
Gainsight
APRIL 24, 2025
Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce or is it time to invest in something purpose-built? Its a classic debate. CRMs are already in place and familiar with go-to-market (GTM) teams. But as Customer Success (CS) becomes more strategic, more teams are realizing that a CRM isnt enough to support the post-sales journey.
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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.
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.
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.
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.
The Success League
APRIL 23, 2025
By Alli Tiscornia Anyone who knows me knows Im a techno-optimist. I firmly believe in the potential of AI and the power of lean, scalable operations. But over the last few years, Ive watched Customer Success teams fall into a troubling pattern: building a playbook for everything. AI has enabled the creation and automation of playbooks to be faster and more ubiquitous.
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!
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.
LitmusWorld
APRIL 25, 2025
LitmusWorld & RepUp Merge their Operations; Launch an AI-Native CX Platform for Enterprises The combined entity will operate under the LitmusWorld brand and will leverage advanced AI, Natural Language Processing (NLP), and automation to enhance customer engagement and sentiment analysis. LitmusWorld & RepUp Merge their Operations; Launch an AI-Native CX Platform for Enterprises appeared on LitmusWorld.
Doing CX Right
APRIL 23, 2025
A 13-year-olds interview with a Holocaust survivor uncovers powerful lessons on empathy and humanity. These are stories we must read and never forget The post Holocaust Survivors Story, Told Through a Teens Eyes And Why It Still Matters appeared first on Doing CX Right.
InteractionMetrics
APRIL 24, 2025
Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if youve ever had a hard time canceling a subscription or fixing a billing issue, you know exactly why it matters. Has this ever happened to you? You clicked through five help articles, waited on hold for 20 minutes, and answered the same question twice.
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.
SugarCRM
APRIL 24, 2025
Before WaterCo upgraded their sales tech stack, every customer conversation depended on what a rep rememberedor jotted down in a notepad. As a manufacturer of pool and spa products, WaterCo had a solid ERP system (Epicor) to manage operations, but no central place to track customer relationships or insights. That changed when they brought in SugarCRM and sales-i.
Retently
APRIL 24, 2025
Table of Contents Key Takeaways The Burnout Behind the Clicks Rethinking the Ask: The Preference Center Building a Preference Center That Actually Respects People Common Roadblocks (and How to Get Past Them) Conclusion: What Happens When You Stop Interrupting? Ever feel like you’re clicking Accept on cookie banners without even thinking? You’re not alone.
LitmusWorld
APRIL 25, 2025
LitmusWorld & RepUp merge their operations; launch an AI-Native CX platform for enterprises LitmusWorld & RepUp merge their operations; launch an AI-Native CX platform for enterprises. The unified platform, operating under the Litmus World brand, will enhance customer engagement and sentiment analysis. LitmusWorld & RepUp merge their operations; launch an AI-Native CX platform for enterprises appeared on LitmusWorld.
eglobalis
APRIL 23, 2025
In Part I of this series, we explored the core pillars of value creationeconomic exchanges, cost efficiency, ease of doing business, and growth enablement. These foundational dimensions ensure suppliers meet essential business expectations, providing a baseline for relevance. In Part II , we moved into the strategic and relational realms of value : building trust, tailoring engagement, co-creating innovation, and offering performance and service excellence.
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
Adrian Swinscoe
APRIL 23, 2025
Todays interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk [] The post Legacy transformation, agentic AI and how to get it right Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
Futurelab
APRIL 23, 2025
#NoBullshitCX Think big, deliver small. Back when I was still a smoker, one of the major global tobacco brands asked me to help their network of reselling restaurants come up with innovative ways to serve customers. It was meant as a thank-you gesture to their best resellers, and we delivered a workshop full of creative ideas. The first session was a flop.
SurveySensum
APRIL 23, 2025
Formstack is an online survey builder that helps businesses create custom forms, surveys, quizzes, and more. It offers a drag-and-drop interface, making it easy to create and design forms. The tool also provides various templates for this purpose, which are customizable to users needs. But like every other tool, Formstack has its drawbacks. This includes weak customer support, limited integrations, and a steep learning curve.
LitmusWorld
APRIL 24, 2025
LitmusWorld & RepUp Merge their Operations; Launches an AI-Native CX Platform for Enterprises LitmusWorld, a leading enterprise SaaS platform, and RepUp, a Gurgaon-based AI-driven CX platform have signed a binding agreement to merge and unify their business operations LitmusWorld & RepUp Merge their Operations; Launches an AI-Native CX Platform for Enterprises appeared on LitmusWorld.
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.
Gainsight
APRIL 22, 2025
For years, revenue growth was fueled by net-new logo acquisitions. Fast-forward to the post-ZIRP (zero interest-rate policy) era, and that model is less sustainable. As Nick Mehta, CEO, Gainsight, said during Revenue Unplugged: You cant out-hunt the leaky bucket anymore. It’s about keeping and growing your existing customers. Buyers are cautious, especially in B2B.
The Success League
APRIL 22, 2025
Youre not going to want to miss our training program designed to help CSMs unlock their full potential as trusted, revenue-driving advisors! Our upcoming CSM Selling training series is built for Customer Success Managers who want to level up their impact in sales, renewals, and account expansion. Below is what youll learn in each of the five, focused, 1-hour sessions: Selling as a Trusted Advisor - Learn how to guide your customers through commercial conversations, understand the sales process,
RateMyService
APRIL 25, 2025
You now have the flexibility to choose which open-ended questions should include sentiment analysis and sentiment suggestions. [link] This update, available directly in the survey builder, enables sentiment analysis on multiple free-text questions. For the best respondent experience, we recommend using logic jumps or visibility logic to keep your surveys short and simple for the respondent.
ECXO
APRIL 22, 2025
Culture Is Not a Deck of Slides Embedding HX into the DNA of a Company Welcome Back to The HX Revolution [link] If youve been following along, you know weve been slowly dismantling the machinery of old-school business and replacing it with something much more alive. Much more human. If youre just joining us now, heres the recap: In Article 1 , we exposed why transformation fails without Human Experience at its core.
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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.
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