Adrian Swinscoe
APRIL 8, 2025
Todays podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk [] The post AI-driven search volumes are exploding and what brands should be doing about it Interview with Vivek Pandya of Adobe first appeared on Adrian Swinscoe.
Callminer
APRIL 7, 2025
CallMiner's, Bruce McMahon, shares key product updates from Q1 2025. CallMiner AI Assist advancements, CallMiner Outreach, Bulk Export API enhancements and more made for a busy quarter of innovation.
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eglobalis
MARCH 24, 2025
Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors.
ECXO
MARCH 25, 2025
Beyond CX and EX: The Birth of HX Why Customer Experience and Employee Experience Arent Enough for True Transformation Were back with the HX series! My last article ( The HX Imperative: Why Human Experience is the Future of Business ) uncovered a hard truthmost business transformations fail because they focus on processes and tools while ignoring the humans at the heart of it all.
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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.
Inside Customer Service
MARCH 29, 2025
This plan will help you train employees to effectively manage customer expectations. Service failures are caused by an experience that falls short of expectations. Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning.
Futurelab
APRIL 3, 2025
If asked to think about a colour and a tool, the majority of people will say Red hammer. I have by now seen a hundred posts showing me how great picture making with AI is. A dozen Look, ma, no Photoshop posts. I am actually very happy for all the people who finally have an opportunity for creative expression. Go boldly, my artistically inclined but practically unskilled friends.
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
MARCH 31, 2025
by Mike Myer, CEO and Founder of Quiq Customer expectations in the airline industry have reached new heights, and delivering a standout experience is no longer optional. Its now essential for survival. Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future.
PeopleMetrics
MARCH 24, 2025
Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.
Futurelab
APRIL 3, 2025
#NoBullshitCX Are consumer insights relevant for a B2B company? Sometimes we are inspired by examples of big companies such as Apple or Mercedes. But you don’t have to be big to understand what good CX is. A great example comes from the city market of Fargo, Portugal, where you can see portraits of people who produce and sell food (and other things you can buy there) hanging on the walls.
Adrian Swinscoe
MARCH 22, 2025
Traditionally, when a CFO gets promoted to the position of CEO, its not uncommon to expect the firm to take a more analytical approach and, perhaps, [] The post From numbers to narratives: The power of customer engagement first appeared on Adrian Swinscoe.
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.
The DiJulius Group
APRIL 3, 2025
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys.
CommBox
APRIL 3, 2025
WhatsApp Referrals gives you complete visibility into which Facebook ads drive customer conversations by tracking when users click from your ads to WhatsApp Business. This direct attribution helps you measure ad performance based on actual conversations, optimize campaigns, and maximize advertising ROI. Find Your Best-Performing Ads: From Click to Conversation For years, marketers have struggled with a critical blind spot: what happens after a customer clicks from a Facebook ad to WhatsApp?
Futurelab
MARCH 28, 2025
#NoBullshitCX Do we still need to break down the metrics by gender? I just made every dude in my audience roll their eyes, but this is a legitimate business case. We have done extensive CX research for several automotive producers. Every time we present the CX metrics, we see that women score more extreme than men. When things are good, they score 10s for the same things men score 8s.
Adrian Swinscoe
APRIL 2, 2025
Eleven years ago, Ispoketo the folks atSundaySkyabout the innovative ways they were using video to improve customer experience. Specifically, they were pioneering the development of SmartVideo [] The post SundaySky removes the barriers to expanded use of video in CX first appeared on Adrian Swinscoe.
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.
The DiJulius Group
MARCH 23, 2025
The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21? These are just some companies that have. Read Full Article The post The Customer Revolt / Two CX Legendary Brands Struggling appeared first on The DiJulius Group.
Callminer
MARCH 30, 2025
Customer service is the backbone of customer loyalty and organizational success. This blog explores how to utilize tips and tools to empower your CSRs to provide exceptional customer service.
PeopleMetrics
APRIL 11, 2025
If you want to truly transform your VoC program collect feedback while the customer is still in the experience. In-moment feedback changes everything! Why? Because waiting even a few hours (let alone days) after an experience to ask for feedback adds friction, memory loss, and apathy. But catch customers while they are still engaged while the emotion is fresh and magic happens.
Intercom
APRIL 3, 2025
In the high-stakes world of gaming, support teams face a unique set of challenges. With global player bases across all time zones, dramatic volume spikes during tournaments and launches, and the expectation for instant, personalized assistance, traditional support models simply can’t keep up. For too long, gaming operators have been forced to choose between three competing priorities: Speed: Providing fast responses to keep players in the game.
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
MARCH 26, 2025
Todays podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics recent X4 2025: The Experience [] The post The art and the science of listening Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics first appeared on Adrian Swinscoe.
The DiJulius Group
MARCH 27, 2025
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.
Callminer
MARCH 25, 2025
AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.
PeopleMetrics
MARCH 27, 2025
Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.
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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.
The Success League
APRIL 2, 2025
By Kristen Hayer A few years ago, I served as a fractional customer success executive for a growing SaaS company. While I was there, the company hired a new sales executive. On his very first day, he made two decisions: hire a revenue operations leader and invest in tools to support operations. I was impressed. There was no hesitation from leadership.
The Belding Group
APRIL 9, 2025
Are you looking to get better at what you do? Perhaps you’re hoping for a promotion this year, or for something bigger down a longer-term career path. There are a few different ways to approach it. You could, as most people do, just wing it. Learn by trial and error, and hope that your patience […] Shaun Belding | www.shaunbelding.
The DiJulius Group
MARCH 27, 2025
Can introverts provide excellent customer service? When we think of great customer service, the stereotype can be of an outgoing, charismatic employee. If that is true, does that mean people who are shy or introverted should not be as good at customer service? This is an important question since it is reported that nearly 50%. Read Full Article The post Can Introverts Provide Excellent Customer Service?
Hodusoft
APRIL 2, 2025
The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. Well-informed. Highly-coordinated. That’s the world we live in today, all thanks to the telecom sector! It’s one of the most important industries in today’s time. Telecom companies connect individuals and businesses.
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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.
PeopleMetrics
APRIL 10, 2025
Static surveys have long been the industry standard in VoC. But AI is changing that in exciting ways! Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.
The Success League
MARCH 26, 2025
By Whitney Littlewood You did it. You landed the promotion. Youre officially a CS leadersteering a team, driving strategy, and making an impact. Customer Success leadership is often positioned as the next logical step for high-performing CSMs. Youve built strong relationships, driven retention, and proven your ability to make customers successful. Leadership should be the natural evolution, right?
Gainsight
APRIL 11, 2025
Most companies adopting customer community solutions are aware of the key features needed to get started. Tools like community forums, knowledge base articles, and gamification are all great, but how do you build a community thats more than the sum of its parts? How do you capture that certain je ne sais quoi that makes your community become a home for everything your users need?
Experience Investigators
MARCH 25, 2025
The magic of attending a truly exceptional event stays with us long after we’ve returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences. Drawing from her extensive experience as both keynote speaker and attendee, Jeannie walks through practical recommendations that can elevate any event, regardless of size or bud
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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