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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CX Innovation Customer Satisfaction Business Growth 230

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.

AI 182

AI Business Operations 182

PeopleMetrics

MARCH 25, 2025

In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!

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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

Event Planning 52

Event Planning Artificial Intelligence CX Customer Experience 52

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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.

Contact Center

Gainsight

MARCH 25, 2025

For many of us, our introductionand most of our understandingof AI came from media. Whether AI found us through movies, cartoons, or books, it wasnt a part of our everyday lives. And we werent positive it ever would be. Today, AI tools are everywhere. AI voice agents are on our phones, generative AI summarizes our Google searches, and, according to Reuters , over 400 million people use ChatGPT weekly.

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AI Touchpoint Gaming Sales 40

Experience Investigators

MARCH 25, 2025

We simply need more loyal customers. The CEO was earnest in this request, and their goal made sense. Loyal customers return, spend more, and provide valuable insights that help shape business strategies. But Id argue the word simply is not entirely accurate. Loyalty in any relationship is earned over time by building on trust, reliability, and consistency.

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