The DiJulius Group
APRIL 10, 2025
Summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies.
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.
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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 Success League
APRIL 9, 2025
By Russell Bourne Ive noticed some extreme disparities in how different levels of leadership titles are defined in todays SaaS and SaaS-adjacent workforce. If a title of a certain seniority level overlays poorly against the expectations and realities of what the role - and the persons actual skillset - actually are, the results can be counterproductive or even devastating.
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.
Service Quality Institute
APRIL 9, 2025
Empower yourself and your Team with Service Quality Institutes Customer Service Certification Seminars: a 4-day customized seminar dedicated to the nuances, strategies, and keys to driving a service strategy and customer experience at your organization. Gain the validity and recognition necessary to advance in your career or strengthen your management group with sessions designed for both trainers and leaders.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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?
CX Network
APRIL 9, 2025
CX Network's top 50 people making an impact on customer experience
SurveySensum
APRIL 11, 2025
Your NPS or CSAT scores give you a snapshot of your customer sentiment, but is that enough? To stay ahead of the curve, you need to know not only what your customers think, but also why they think so. And that calls for digging deeper into the metrics and uncovering what really influences them. With AI-driven key driver analysis, you can move beyond intuition and pinpoint exactly what factors matter the most.
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.
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.
Gainsight
APRIL 8, 2025
There arent enough hours in the day! Its a common phrase that many Customer Success (CS) professionals repeat to themselves as they sift through their to-do list. The customer experience has evolved in the last few years to require more from CS teams in a faster timeline. Add to that the renewed interest in driving new revenue from existing customersits a lot for Customer Success Managers (CSMs) to pay attention to and prioritize.
Experience Investigators
APRIL 8, 2025
It’s time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.
SurveySensum
APRIL 7, 2025
Is SurveyMonkeys pricing a right match for your business needs and budget? Lets find out! What Is SurveyMonkey? Understanding Its Value for CX Professionals SurveyMonkey is a feedback management tool widely used for gathering customer feedback, offering drag-and-drop survey design and data analysis tools that yield actionable insights. With ready-to-use survey templates , AI-powered insights, and customizable surveys, it makes gathering and analyzing data quick and easy.
Intercom
APRIL 7, 2025
You satisfy your customers, but can you satisfy our curiosity? With Lauren Gilbert, Senior Customer Happiness Manager at Memberful. Please tell us a little bit about your company and what you do there. I am the Senior Customer Happiness Manager at Memberful. We help independent publishers, educators, and creators sell memberships to their audience and build sustainable businesses.
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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.
The Success League
APRIL 9, 2025
Being consultative is at the heart of what makes a great Customer Success Managerand its also the foundation of effective selling. Thats why we created CSM Selling: Driving Retention & Expansion Value , a practical training program designed to help CSMs unlock their full potential as trusted, revenue-driving advisors. This training series is built specifically for Customer Success Managers who want to level up their impact in sales, renewals, and account expansion.
LitmusWorld
APRIL 8, 2025
Exciting News! LitmusWorld & RepUp Join Forces to Transform Enterprise CX We are excited to announce that LitmusWorld has signed an agreement to unify business operations with RepUp, a Gurgaon based AI-driven CX platform specializing in social listening, reputation management, and Experiential CRM, marking a significant leap forward in AI-powered […] Exciting News!
Smart Customer Service
APRIL 7, 2025
Contact center interactions are getting clearer with new technologies.
1 to 1
APRIL 10, 2025
Posted as part of a partnership with the European Customer Experience Organization (ECXO) and Ricardo Saltz Gulko. Read full version here: [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.
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!
Doing CX Right
APRIL 5, 2025
Customer experience isnt just for brands. Its how great speakers get rememberedand recommended. Use these 3 strategies to stand out, get referred, and start doing speaking right. The post 3 Customer Experience Lessons That Make You a Better Speaker appeared first on Doing CX Right.
CX Journey
APRIL 9, 2025
I originally wrote today’s post for MarTech. It appeared on their site on January 29, 2025. In todays business environment, not all customers are created equal nor should they be treated as such. While every customer contributes to a brands success in some way, understanding the difference between valued customers and volume customers is critical for building sustainable growth.
Smart Customer Service
APRIL 7, 2025
Customer service leaders take primary responsibility for AI but face barriers to success, Gartner finds.
1 to 1
APRIL 10, 2025
Businesses across every vertical from retail to banking, healthcare to high tech and travel might want to take a cue from fraudsters. In a word: Data. Scammers have been very successful at account takeovers (up 56%) and chargebacks (up 78%) in the past year, thanks to the robust data sets they are exploiting. Business would do well to step up their game and expand how they source and mine data, according to two experts sharing fraud mitigation insights and strategies on the LinkedIn Live webin
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.
PeopleMetrics
APRIL 8, 2025
When I wrote Listen or Die back in 2017, I had a hunch that machine learning would shape the future of customer experience. What I didnt know was how quickly it would evolveand how central it would become. Today, what we used to call machine learning is now widely known as artificial intelligence (AI), and its rewriting the rules of VoC in real time!
InteractionMetrics
APRIL 10, 2025
A lot of businesses collect customer feedbackbut do they turn it into real insight, or just a stack of random data? An even bigger question: do they actually know which types of customer satisfaction surveys best match their goals? When most people talk about different survey types, they focus on delivery formats: online surveys, phone surveys, mail surveys, or paper forms.
Smart Customer Service
APRIL 7, 2025
Technavio sees huge benefits in contact center chatbots and intelligent virtual assistants, which is fueling industry growth.
eglobalis
APRIL 6, 2025
Part I: Foundational Dimensions of Customer Value Introduction: Why This Series and Why Now? In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical conceptit’s the competitive foundation on which industry leaders operate. Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers.
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.
ECXO
APRIL 9, 2025
The time is near: Wishing you a Joyous Passover and a Happy Easter a Moment of Shared Meaning in 2025. Wishing You a Joyous Passover and a Happy Easter A Moment of Shared Meaning in 2025 This year offers a rare and beautiful intersection: Passover , beginning the evening of April 12 , ends on the evening of April 20 the very same day as Easter Sunday.
Futurelab
APRIL 9, 2025
#NoBullshitCX Shouldn’t innovations be self-explanatory? We all know the allegory of the frog slowly getting boiled because it doesnt recognize the slowly rising water temperature as threatening. Failure to recognize time to change can get in the way of innovation and adaptation at the right time. Everyone knows the story of how Nokia lost momentum in the mobile market.
Smart Customer Service
APRIL 7, 2025
Customer service leaders must evolve with changing customer expectations, Gartner finds.
The DiJulius Group
APRIL 11, 2025
Why Human Moments are More Critical than Ever / How QuikTrip Revolutionized the Convenience Story Industry / Why You May Not Be Investing in Customer Service The #1 Reason Why Companies do not invest in Customer Service One of my favorite books I read was The Slight Edge, written by Jeff Olson. It talks. Read Full Article The post Investing in Customer Service appeared first on The DiJulius Group.
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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.
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