Sat.Jan 11, 2025 - Fri.Jan 17, 2025

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Enhancing Customer and Agent Experience with AI-Powered Solutions: A Salesforce-Led Market Perspective

eglobalis

Introduction Salesforces new product, AgentForce, is redefining the agent experience with advanced AI capabilities. Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Competing tools like Microsoft Dynamics 365 AI and Zendesk AI Suite provide similar functionalities, but AgentForce stands out for its ease of use and integration depth.

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Are humans the missing link in your AI strategy?

Adrian Swinscoe

Were seeing a surge of activity experimentation, piloting and implementation in the customer service space regarding newartificial intelligence (AI)-enabled tools, particularly those aimed at [] The post Are humans the missing link in your AI strategy? first appeared on Adrian Swinscoe.

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How AI is elevating CX for financial services firms in 2025 and beyond

Callminer

Read this blog to explore some of the top trends impacting financial services CX teams, and how AI can power improvements for 2025 and beyond.

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5 Must-Have CES Tools for Measuring Customer Effort & Satisfaction

Retently

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Think about the last time you had to navigate a clunky website or deal with a long-winded support call. Frustrating, right? Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need.

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From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

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.

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[Experience Action Podcast] CX Wins from 100 Episodes

Experience Investigators

Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I’m thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organizations customer journey.

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Qualtrics vs SurveyMonkey: A Detailed Comparison for 2025

SurveySensum

Are you torn between Qualtrics and SurveyMonkey? Wondering which platform better suits your specific surveys and business objectives? In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

More Trending

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Knowledge Base Maintenance: A Practical Framework

Help Scout

Creating a knowledge base is only half of the battle; you also need to keep it up to date. Help your customers get the most out of your content with regular knowledge base maintenance.

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Why Sonos’s App Redesign Became a CX + UX Masterclass in What Not to Do

Doing CX Right

Discover how Sonoss redesign failed and what you can learn to ensure your CX and UX decisions deliver success, not backlash. The post Why Sonoss App Redesign Became a CX + UX Masterclass in What Not to Do appeared first on Doing CX Right.

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A ‘cut and paste’ mindset: The ultimate no-no for customer engagement

CX Network

Email overload and generic responses are putting customers off.

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The Power of Emotional Intelligence in an AI-Driven World

Execs In The Know

In a world where artificial intelligence (AI) is transforming how brands connect with customers, there’s one thing AI can’t replace: the human touch. The future of customer experience (CX) isnt about AI taking over its about how AI and emotional intelligence (EI) work together to create something even better. Think of it this way: AI is brilliant at handling routine, transactional tasks.

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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

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.

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The art of AI change management: CS insights from Angelo Livanos of Lightspeed Commerce

Intercom

This week we’re sharing a conversation with Angelo Livanos , who leads support at Lightspeed Commerce , who joined us at Pioneer, our AI customer service summit. Lightspeed’s one-stop commerce platform allows merchants to provide the best experiences across every channel. Having spent most of his career supporting, building, and guiding teams across leading technologies, he’s currently leaning into the AI revolution and helping shape the future of customer support.

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Qualtrics vs SurveyMonkey: A Detailed Comparison for 2025

SurveySensum

Are you torn between Qualtrics and SurveyMonkey? Wondering which platform better suits your specific surveys and business objectives? In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

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Transforming complexity into growth: Solving what holds your business back

CX Network

Discover the four biggest roadblocks to true transformation and how to overcome them

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Customer Success for Introverts: Asking Great Questions

The Success League

By Kristen Hayer Im what they call an ambivert. Im a person who comes across as an extrovert in public and when I need to, but then needs to retreat and recharge alone. Being an extrovert is a learned skill for me - I was super shy growing up. We moved overseas when I was a kid, and being extroverted became a survival skill. But it isnt really natural for me.

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Next-Gen Cloud Contact Centers For Dummies®

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.

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Improving Government Efficiency: 3 Practical Ways to Make a Difference

Qmatic

Government organizations worldwide often find themselves in a difficult positionfacing budget constraints while being expected to maintain or even increase the quality of public services despite having less funding. As a result, there is a growing need to find efficient ways to improve productivity and reduce costs without compromising the quality of services provided to the public.

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Cost-Effective Customer Support: How Self-Service Reduces Operational Costs

Gainsight

Todays customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher , 46% of customers expect companies to respond within four hours of their support request. Whats more, 12% of customers expect a response within 15 minutes. Unfortunately, many companies are missing the boat, the average support response taking over 12 hours.

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How Wendy’s is redefining CX using gen AI

CX Network

Explore how Wendys utilizes generative AI to enhance CX, driving personalization, efficiency, and customer loyalty

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Rokt Buys mParticle

Customer Experience Matrix

mParticle announced yesterday it is being acquired by ecommerce platform Rokt for $300 million. Its the third acquisition of a leading CDP in a little over one month, following ActionIQ/Uniphore and Lytics/ContentStack. Its also the first to announce the deal price. Ive already written in this blog about the other two deals and this one is similar enough that most of what I said before still applies.

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Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows

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!

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The Holiday Customer Experience: A “Home Alone” Analysis

ECXO

The Holiday Customer Experience: A “Home Alone” Analysis I know, I knowI’m a little late to the Christmas party, but I couldn’t resist! I love customer experience, and I love Christmas, so Im taking this opportunity to mix the two, even if we’re already well into the new year. Besides, who says holiday cheer has to end with December?

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Lesson #3 Revisited: AI and the Quest for a Single Source of Truth in CX Feedback

PeopleMetrics

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view.

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How a TikTok ban could affect CX and business

CX Network

From the impact on influencer marketing to the legal and regulatory considerations, a TikTok ban could drastically change CX.

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Understanding the Iceberg Issue in Customer Service

Inside Customer Service

A customer emailed me with an unusual problem. My first instinct was to help him quickly and move on. But I paused and wondered if this could be an iceberg. Icebergs are hidden customer service issues that cost you time, money, and customers. It's something customer service leaders don't talk about enough. In this article, I'll explain the iceberg concept, share an example, and give you some practical steps find icebergs in your own organization.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

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.

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We got everyone involved in support and made our customer support metrics public – Interview with Kenji Hayward of Front

Adrian Swinscoe

Todays podcast is with Kenji Hayward, the Senior Director of Customer Support at Front, the all-in-one, AI-powered customer service platform built for collaboration. Kenji joins me [] The post We got everyone involved in support and made our customer support metrics public Interview with Kenji Hayward of Front first appeared on Adrian Swinscoe.

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Lesson #1 Revisited: Is AI Making Us More Customer-Centric?

PeopleMetrics

Back in 2018, I wrote Listen or Die to help businesses understand one fundamental truth: if you dont listen to your customers, you wont survive. There are so many examples of this - Bed Bath & Beyond, Sears, Blockbuster, Kodak, Radio Shack. And the list goes on. Lesson #1 in Listen or Die laid the foundation: customer centricity isnt a buzzword or a marketing sloganits a commitment to action.

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THE OTHER SIDE OF CUSTOMER ADVOCACY?

Futurelab

#NoBullshitCX #20yearsFuturelab Make advocacy moments repeatable. I was once in a restaurant in London highly recommended by my friend as an authentic Italian spot. Hoping for a dose of sunshine in the autumn gloom, I ordered several dishes. None of them were good. Antipasti were dry, pasta was overcooked, meat was chewy. Confused, I messaged my friend, who was terrified and apologized profusely, although it was obviously not his fault.

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My Acting Debut / Pope Calls Out Nuns/ Apple Air Tags/Credit Union Best Practice

The DiJulius Group

Our thoughts are with our cherished friends and clients who are affected by the devastating fires in California. Service is often thought of as something offered to customers or employees, but it’s what builds and keeps communities. For those considering a way to help from afar, here is a vetted list of organizations providing aid.. Read Full Article The post My Acting Debut / Pope Calls Out Nuns/ Apple Air Tags/Credit Union Best Practice appeared first on The DiJulius Group.

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From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

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.

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Product News – September 2024

Lumoa

Lumoa Product News for September 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate CX! Lumoa and Netigate Feedback are going to be merging into one super platform, called Netigate CX, capable of capturing the entire feedback lifecycle: Survey creation and distribution Report and analysis on customer feedback AI Summarie

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Leveraging AI to Fuel Product-Led Growth Through Enhanced Customer Feedback Analysis

Win the Customer

Product-Led Growth (PLG) hinges on creating a product experience so compelling that it drives user adoption and virality. Central to this success is a deep understanding of customer needs, preferences, and pain points. In the age of AI, businesses can significantly enhance their PLG strategies by leveraging AI to analyze customer feedback more effectively, leading to faster iterations, improved product-market fit, and ultimately, accelerated growth. 1.

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Why Your Company Needs a Chief Design Officer (And What They Actually Do)

Doing CX Right

Learn how the revolutionary "15% rule" sparks billion-dollar innovations, why kindness drives productivity, and how to build design teams that deliver impactful results with Stacy Sherman and PepsiCo's Chief Design Officer, Mauro Porcini. The post Why Your Company Needs a Chief Design Officer (And What They Actually Do) appeared first on Doing CX Right.

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Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing

Hodusoft

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. Your call is important to us.” We all have heard this pre-recorded audio message at some point in our lives when we call a customer support number. However, after waiting for a couple of minutes or so, it makes us wonder if the company really cares about our time?

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Case Study: Key Insights on Wait Times and Customer Service

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.