Intercom

JANUARY 10, 2025

In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback. Adrian tells Intercom Snr. Director of Human Support Bobby Stapleton about the evolving state of customer experience teams, the impact of technology and software, and the necessity of living playbooks.

Customer Experience 92

Customer Experience CX Technology Technology 92

PeopleMetrics

JANUARY 10, 2025

When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Its the difference between thriving and dying. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results. Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise?

AI 71

AI VOC CX Innovation 71

Execs In The Know

JANUARY 10, 2025

I’ve always believed that the Michael Kors’ Call Center should be more than just a point of contact it should be a true extension of our brand’s retail stores’ luxury experience. When we first partnered with an outsourcing provider, I knew we faced a significant challenge: how to make agents not directly employed by Michael Kors feel like authentic representatives of our brand.

Retail 52

Retail Customer Service Sales Customer Experience 52

Gainsight

JANUARY 10, 2025

Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. While our robot overlords arent taking our jobs anytime soon, the report found that AI is transitioning from a nice-to-have experiment to an essential driver of customer engagement and scalability.

B2B 52

B2B Data Entry AI Manufacturing 52

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Futurelab

JANUARY 10, 2025

#NoBullshitCX #20yearsFuturelab Be like Disneyland. Usually when I start talking about Advocacy Moments, someone in the audience will make a cynical statement: Oh wow, lets all forget our daily jobs, and start delighting customers, be all sunshine and blabla. Honestly, I love those guys, as they give me a perfect hook to reply: So, you are telling us that we should not be like Disneyland, right?

Social Media 130

Social Media Customer Experience 130

C3Centricity

JANUARY 10, 2025

Here at C3Centricity, we publish books ( Winning Customer Centricity, The Winning Secrets Series ), articles, online courses and one of the most popular CPG blogs on customer centricity. That’s because we’re passionate about helping companies successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.

Sports 62

Sports Business Growth CX Actionable Insights 62