ECXO

MARCH 12, 2025

The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.

Customer Experience 289

Customer Experience Customer Loyalty Innovation CX 289

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue.

CX 258

CX CX Transformation B2B B2C 258

Retently

MARCH 11, 2025

Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.

CX 117

CX Customer Experience Net Promoter Score NPS 117

Adrian Swinscoe

MARCH 13, 2025

This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

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.

AI

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 310

B2B CX CX Transformation Net Promoter Score 310

PeopleMetrics

MARCH 11, 2025

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.

VOC 100

VOC AI Text Analytics Touchpoint 100

Adrian Swinscoe

MARCH 10, 2025

Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel Customer Loyalty Business Growth Customer Retention 147

Callminer

MARCH 10, 2025

Our latest blog explores the importance of real-time agent guidance and its role in delivering exceptional customer service experiences in modern contact centers.

Contact Center 182

Contact Center Customer Service 182

DMG Consulting

MARCH 13, 2025

AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. As with many technology sectors, the primary driver behind KMs strong positive momentum is AI adoption; however, unlike many other sectors, KM benefits from the AI revolution in two distinct ways.

AI 59

AI Outlook Technology Technology 59

Intercom

MARCH 13, 2025

As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke turned to AI as the solution. In this conversation with Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien , Robb details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically saving the team 132+ hours monthly.

AI 52

AI Customer Service 52

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.

Retail

SurveySensum

MARCH 10, 2025

With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

The DiJulius Group

MARCH 13, 2025

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need.

Customer Service 52

Customer Service Customer Experience Technology Technology 52

DMG Consulting

MARCH 13, 2025

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NL

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 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

SurveySensum

MARCH 12, 2025

Surveys are packed with data, but raw numbers dont tell the whole story. Your feedback might scream that airline passengers are fuming over ground supportbut hold on. Which flights? Which routes? Was it a baggage blunder, a check-in chaos, or a missing wheelchair request? Thats where cross-tabulation comes in. It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

The Success League

MARCH 12, 2025

By Kristen Hayer One morning, I was out for a walk near my house. I was about a mile and a half away when I got the dreaded textmy flight was canceled. I had to give a talk in Chicago later that night and was planning to leave that morning. I started to panic. Would I have to spend an hour arguing with customer service just to get rebooked? Would I miss the talk I had spent weeks preparing for?

Customer Journey Map 52

Customer Journey Map AI Start-ups Customer Experience 52

DMG Consulting

MARCH 13, 2025

Transforming Contact Centers with AI: Lessons Learned and Key Takeaways January 25, 2025 View this article on the publisher’s website Two years ago, OpenAI made its ChatGPT generative artificial intelligence (genAI) chatbot available to the masses, altering the customer experience (CX) technology landscape and accelerating the velocity of innovation.

Contact Center 48

Contact Center AI Artificial Intelligence CX 48

Execs In The Know

MARCH 12, 2025

If you attended Customer Response Summit (CRS), you heard firsthand in harpin AIs session with Princess Cruises how data quality is the #1 roadblock to great customer experiences. The discussion highlighted a critical challenge: when customer data is fragmented, outdated, or inconsistent, CX teams struggle to deliver seamless interactions. One of the biggest takeaways?

AI 52

AI CRM CX Actionable Insights 52

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!

AI

Experience Investigators

MARCH 11, 2025

Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO’s new medical drama “The Pit” Lush’s bold decision to abandon socia

Healthcare 52

Healthcare CX Business Administration Social Media 52

Service Quality Institute

MARCH 11, 2025

Not all customers are nice. Strong, assertive people will chew people up and spit them out if your employees are slow, weak, or incompetent. Very few employees know how to handle an irate or difficult customer. Many employees just hang up the phone. In person, they might call the police. With Virgin Airlines, I called a ticket counter agent “dumber than a rat,” and she called security on me.

Start-ups 52

Start-ups Customer Service Customer Experience 52

CX Network

MARCH 14, 2025

Discover how Sephora, Starbucks and KLM are setting the standards for seamless experience and how you can initiate an omnichannel transformation

Omnichannel 59

Omnichannel Customer Expectations 59

Execs In The Know

MARCH 10, 2025

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Coming off the heels of the conference, one thing is clear: the pace of customer expectations is outstripping the speed of operational change. Businesses that dont adapt will fall behind.

CX 94

CX AI CX Transformation Artificial Intelligence 94

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.

Actionable Insights

Doing CX Right

MARCH 9, 2025

Customers dont just disappearyou lose them. In this podcast episode, Stacy Sherman and Neil Hoyne, Chief Strategist at Google, explain how to leverage data to strengthen customer relationships, drive revenue & lasting loyalty. The post Understand Your Customers Better: Data-Backed Ways to Build Relationships appeared first on Doing CX Right.

Customer Relationship 59

Customer Relationship CX 59

Hodusoft

MARCH 13, 2025

Experience Innovation with HoduSoft at Convergence India Expo 2025 HoduSoft is excited to announce its participation in the 32nd Convergence India Expo , scheduled from March 19-21, 2025, at Bharat Mandapam, Pragati Maidan, New Delhi. This impactful technology event will bring together leaders in ICT, telecom, and emerging technologies, providing a platform to showcase cutting-edge solutions and foster business collaborations.

Innovation 52

Innovation Contact Center Omnichannel Social Media 52

CX Network

MARCH 12, 2025

Discover how new AI capabilities are changing customer engagement and CX technology investments

AI 59

AI CX Technology Technology 59

Execs In The Know

MARCH 14, 2025

Era Ziroe , KeyBanks Senior Vice President of Client & Employee Experience, stepped onto the main stage to close out the first day of the Customer Response Summit (CRS) in Clearwater Beach, FL, with a fantastic keynote. She wasnt here to talk about theories, abstract KPIs, or overused platitudes about the future of banking. She was here to talk about something much more important: empathy-driven action.

CX 81

CX VOC Actionable Insights Innovation 81

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.

B2C

The DiJulius Group

MARCH 10, 2025

In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order.

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Hodusoft

MARCH 12, 2025

How AI-Driven Contact Centers Can Improve Loan Approvals & Debt Recovery If you are in the banking and finance sector you know how demanding and sensitive the industry is. Be it approving a wide variety of loans or recovering the outstanding ones, you always have to be on your toes. A small mistake will not only cause loss of a considerable amount of money but also the entire organization’s goodwill and trust people have on it.

Contact Center 52

Contact Center AI Machine Learning Finance 52

PeopleMetrics

MARCH 13, 2025

AI is transforming nearly every aspect of VoC. Its revolutionizing survey design, automating analysis, and personalizing customer interactions at scale. But heres something AI hasnt changed: Putting the first survey question in the email invitation is still the best way to increase response rates. This is one of the rare VoC best practices that AI hasnt impacted.

AI 62

AI VOC Start-ups Technology 62

Execs In The Know

MARCH 10, 2025

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Coming off the heels of the conference, one thing is clear: the pace of customer expectations is outstripping the speed of operational change. Businesses that dont adapt will fall behind.

CX 64

CX AI CX Transformation Artificial Intelligence 64

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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.

Customer Service