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This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. In reality, CX is undergoing a dynamic transformationone where advanced AI offers powerful insights, yet it is the irreplaceable human expertise and strategic vision that truly build trust and drive sustainable growth.
#NoBullshitCX This Golden Rule literally brings the gold. Every time I speak about the main CX rule Treat others as you want to be treated I have someone scoffing at me for being too idealistic. There are so many misconceptions around it, it makes my blood boil. Some people think that good CX comes from hiring good-hearted people (spoiler alert no, it comes from good processes).
Potential CFPB defunding could reshape consumer protection in the US. This blog explores what could change, potential impacts, and considerations to ensure consumer trust and protection.
Lumoa Product News for February 2025 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! Changing where + buttons live in the UI Starting on March 3rd, we are going to be changing where certain buttons are placed in the UI.
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.
So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Congratulations! This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. The natural instinct? Go big. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.
You sit down to review 2025 plans in your customer service department. Last year you have been very busy. There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. The reason is usually that the service projects are placed to put out fires instead of plan for the future.
Training contact center agents isnt just a checkbox exerciseits a high-stakes investment in customer experience. One poorly handled call can drive a customer away; in fact, 80% of consumers say a negative support experience influences future purchase decisions. Yet, despite the critical role of agents, traditional training methods often fall short. Even in the age of self-service AI, 70% of consumers still prefer improved human agent support over more automated solutions.
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Training contact center agents isnt just a checkbox exerciseits a high-stakes investment in customer experience. One poorly handled call can drive a customer away; in fact, 80% of consumers say a negative support experience influences future purchase decisions. Yet, despite the critical role of agents, traditional training methods often fall short. Even in the age of self-service AI, 70% of consumers still prefer improved human agent support over more automated solutions.
Lumoa Product News for January 2025 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! Better translations and Topic logic is now available! You can now request to have our new Translation Engine and our new Topic Modeling AI.
Starting a VoC program can feel overwhelming. This was true in 2017 when I wrote Listen or Die and is still true in 2025. Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. Thats why I always recommend beginning with a relationship surveyit gives you a clear baseline of customer sentiment, highlights which touchpoints need attention, and builds momentum for your CX efforts.
Make your AI initiatives finally work smoothly with our AI Compass! Started multiple AI projects but not sure whats actually working? Or still stuck at square one, unsure where AI fits in your business? You are not alone. Many companies have jumped into AI with hasty pilots and big promises about ROI that are yet to materialize. Others hesitate, unsure which areas of business AI can truly impact.
In the world of online gaming , keeping players engaged is crucial. To keep the game going and maximize revenue opportunities operators need to provide players with instant, personalized, 24/7 support on any channel, and in a way that feels completely seamless. Traditional support systems have struggled to meet such high-pressure demands at scale, which causes frustration for players and potential drop-off as they move on to find better experiences elsewhere.
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.
Out to do a detailed analysis of your customer feedback/review? But wait, are you doing it right? When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis.
Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss John’s evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today’s workforce. John shares insights from his journey in building The DiJulius.
We just updated our Customer Survey Program Costs guide with even more insights and detailed breakdowns! What used to be a high-level overview is now a comprehensive resource covering: How survey costs vary by size, complexity, and methodology The 7 key factors that impact pricingand how to optimize them How to measure the ROI of your survey investment And much more!
A deep dive into our 2025 Customer Service Transformation Report In this episode of The Ticket, Ruth O’Brien , Senior Director of Automated and Proactive Support at Intercom, joins Bobby Stapleton , Senior Director of Human Support at Intercom, to break down key insights from Intercoms 2025 Customer Service Transformation Report. They unpack how AI is reshaping support teams, driving efficiency, and elevating customer experiences.
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.
There is no such thing as a dumb question. I disagree. Take this question I asked a customer in a CS kickoff call: Can you walk me through the business outcomes you hope to achieve with our product? Or worse: Just confirming, did you buy the standard or the premium package? I wasnt incompetent. Its just that our Sales-to-CS handoff was broken. CS wasnt looped into deals before closed, CRM notes were threadbare, and there was no Gainsight.
At Help Scout, we invest a lot of time to ensure our applications make the best out of their databases. Click through to learn more about how we use a per-module datasource approach to help break down complexity.
AI fuels innovation, accelerates development, and transforms product personalization. One company proves how its done right. Learn valuable lessons from Stacy Sherman and Ben Weiss on strategies to outperform your competition. The post AI Isnt Just For Software: Bold New World Of Product Personalization appeared first on Doing CX Right.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
In the race to implement generative AI, many customer experience leaders are discovering an uncomfortable truth: technology alone doesn’t deliver transformative results. Recent research reveals a stark reality 61% of enterprise GenAI projects fail to move from pilot to production [1]. But amid these sobering statistics emerges a clear pattern of success.
By Kristen Hayer Big companies, great companies some of my favorite companies like Google and Zappos are moving away from the concept of a hierarchy and managers. They are touting the benefits of Holacracy; a flat structure composed of people who fill various roles and work within a circular structure. Decisions are made within groups, by the people who have direct contact with the problems these groups are trying to solve.
Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success metrics beyond traditional feedback loops, and the importance of resource allocation to drive effective strategy.
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.
In the race to implement generative AI, many customer experience leaders are discovering an uncomfortable truth: technology alone doesn’t deliver transformative results. Recent research reveals a stark reality 61% of enterprise GenAI projects fail to move from pilot to production [1]. But amid these sobering statistics emerges a clear pattern of success.
Are you ready to take your CS program to the next level? Then dont miss out on our upcoming Structuring Your CS Program leadership training course! This live, instructor-led, online course starting this week is taught by our Founder & CEO, Kristen Hayer , and includes the following classes: Starting with Segmentation Mapping Customer Journeys Designing an Onboarding & Enablement Program Mapping Digital Journeys Planning a Team Structure Developing Compensation Plans Selecting Tools Sign
Help Scout has become an essential part of BoxHeros growth strategy. It empowered their global expansion, improved response times, and reduced operational costs all while providing a better experience for their customers.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Customer experience (CX) teams are under more pressure than ever. Customers expect seamless, personalized interactions, whether theyre reaching out to a call center, engaging with a chatbot, or redeeming a loyalty offer. To meet these expectations, businesses have invested heavily in AI-powered service automation, omnichannel engagement, and self-service portals.
At Gainsight, our purpose is to be living proof that you can win at business while being Human-First. Thats why Diversity, Equity, and Inclusion (DEI) remains a top priority going into 2025. For Black History Month, wed like to take the opportunity to shine a spotlight on some of our friends in the Customer Success (CS) space, who are making waves and establishing themselves as powerful leaders and change agents.
Finding the right customer service tool can be a challenge, but for Mukama, returning to Help Scout wasnt just about switching back; it was about choosing a tool that truly supports their team and customers.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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