ECXO
MARCH 6, 2025
How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line.
The DiJulius Group
MARCH 4, 2025
Your CX (Customer Experience) is always on stage. Today, too many companies think they are in a race to evolve their customer experience from costly human interactions to technology like self-check-in/out, apps, kiosks, social media, and online support. While these represent a necessary evolution for most business models, we must not send the message to.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Doing CX Right
MARCH 5, 2025
Access transformational research and discover how to leverage it to boost ROI and gain executive buy-in for your customer experience (CX) strategy. The post Why CX Is A Smart Investment: New Research Proves Its ROI Value appeared first on Doing CX Right.
eglobalis
MARCH 4, 2025
Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Virtual assistants and chatbots now handle millions of banking inquiries, healthcare questions, and retail service requests, promising faster responses and 24/7 availability.
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.
ECXO
MARCH 6, 2025
Celebrating International Womens Day! Article originally posted on the European Customer Experience Organization (ECXO.org) : [link] Today, we honor the strength, resilience, and achievements of women who lead, inspire, and stand for truth. These remarkable women have not only excelled in their fields but have also shown unwavering courage in the face of adversity, ensuring that the voices of minorities and those facing discrimination are heard.
Adrian Swinscoe
MARCH 4, 2025
One of the biggest trends that emerged from my recent 2025 predictions piece was that a brands success in the coming year will be defined by [] The post Influencers and bridging the trust gap between brands and consumers first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
MARCH 4, 2025
If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. Now, the next big question is: are your surveys working? Even if youve got beautifully crafted questions, a low response rate or a confusing survey can derail everything.
ECXO
MARCH 3, 2025
posts header on Linkedin and ECXO One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience Since I was a teenager, Ive been a huge fan of epic fantasy. Give me dragons, quests, wizards, and a battle for the fate of the world, and Im hooked. Naturally, The Lord of the Rings sits at the top of my fantasy favorites list. So, when it came time to continue my series on What CX lessons we can learn from movies, there was no way I could leave Frodo and his epic journey out of it.
Lightico
MARCH 5, 2025
The Persistent Friction Between Compliance, IT, and CX Enterprises have always struggled to balance regulatory compliance, IT development, and customer experience (CX). Traditionally, compliance requirements have introduced friction in CX, resulting in delays, cumbersome customer journeys, and lower satisfaction. Similarly, IT development has been plagued by digital paralysis, where legacy systems, complex workflows using RPA, and rigid compliance-driven processes slow down innovation.
Callminer
MARCH 3, 2025
Knowing how to create CSAT surveys that customers want to respond to is important, but knowing how to uncover insights and intelligence from those surveys is equally important. Read more in our blog.
Advertisement
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.
Kate Nasser
MARCH 2, 2025
Want high performance from your customer service employees? Show them the true impact they have on customers! Leading morale by Kate Nasser The People Skills Coach, Author of Leading Morale The post Do Your Customer Service Employees See Their True Impact? | #CX #LeadMorale appeared first on KateNasser.com.
SurveySensum
MARCH 5, 2025
What if your call center could listen beyond words? Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. How? Lets find out! What is Call Center Text Analytics? Call center text analytics is the process of analyzing customer interactions from call transcripts, chat logs, emails, and other text-based communications.
Hodusoft
MARCH 5, 2025
Why E-commerce Brands Struggle with Cart Abandonment? 7 Ways to Fix It Just imagine you own a convenience or department store. You see visitors walking through the door and picking up shopping carts from the rack. They visit different aisles and stack their carts with their favourite products. But here’s the twist! One by one, they go to the cash counter.
The DiJulius Group
MARCH 6, 2025
Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service.
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
MARCH 2, 2025
Many businesses overlook early signs of customer frustrationuntil its too late. In this episode, Stacy Sherman and Sid Banerjee discuss how AI-driven predictive customer experience helps companies identify problems, prevent churn, and create seamless interactions before issues escalate. The post Never Miss a Warning SignalPredict & Prevent Customer Complaints with AI appeared first on Doing CX Right.
SurveySensum
MARCH 3, 2025
Do you know what your customers are tweeting about? What kind of comments are they leaving online regarding your brand? If not, then you are missing out on A LOT of insights! But lets be honest – conversation online is very cluttered and unstructured and making sense of it is a challenge , well only if you are not implementing the right strategy the right way.
Intercom
MARCH 3, 2025
You satisfy your customers, but can you satisfy our curiosity? With Ehsan Rishat , Head of Customer Success at REsimpli. Please tell us a little bit about your company and what you do there. At REsimpli, were all about making life easier for real estate investors. We provide the tools they need to scale efficiently, close more deals, and focus on what really matters.
Help Scout
MARCH 3, 2025
There is always something that made a person great in Job A that could help make them great in Job B. Its just a matter of connecting the dots.
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.
DMG Consulting
MARCH 5, 2025
Vision 2025: Key Contact Center Business Goals January 2025 View the interactive print version of this article In December 2024, DMG Consulting conducted our annual global survey of enterprise, customer experience (CX), contact center, and customer service leaders concerning their business goals and technology investment priorities for the upcoming year.
CX Network
MARCH 6, 2025
The connections between CX and EX are clear, but many organizations still dont fully leverage the benefits of the experience cycle
Execs In The Know
MARCH 7, 2025
Artificial intelligence (AI) is everywhere. Its dominating headlines, reshaping industries, and promising to revolutionize customer experience (CX) as we know it. The pressure to act is relentless boardrooms demand innovation, customers expect seamless AI-powered interactions, and vendors are offering cutting-edge solutions that claim to transform businesses overnight.
Help Scout
MARCH 6, 2025
Looking to boost your company's revenue? Then it's time to focus on increasing customer retention and doubling down on great customer experiences.
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.
Zonka Feedback
MARCH 7, 2025
Youre tracking NPS, but do you really know whats driving your customer experience? One bad interaction can undo years of brand loyalty, and if youre relying only on an NPS that you send every quarter or once a year (which is your relational NPS), you might be missing the full picture.
CX Network
MARCH 5, 2025
Customer experience tools that leverage AI and other technologies are helping build loyalty
Experience Investigators
MARCH 4, 2025
Ready to take your customer experience to the next level? In this episode, we dive deep into the essentials of establishing a proactive feedback strategy that not only gathers insights from customers but also transforms those insights into meaningful actions. Jeannie Walters shares her expertise on the significance of understanding customer sentiment and how to strategically implement feedback to enhance business results.
Help Scout
MARCH 3, 2025
Design really does matter layout and page composition can make a critical difference in helping your customers get the most out of your documentation. Here are some formatting tips to help improve your knowledge base articles.
Advertisement
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.
PeopleMetrics
MARCH 6, 2025
The shorter your survey, the better your response rates will typically be. This is as true today as it was when I wrote Listen or Die in 2017. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" follow-up.
CX Network
MARCH 4, 2025
Sam Tolentino explains how UnionBank of the Philippines embraced omnichannel service and delivered four key benefits to the organization and its customers
Futurelab
MARCH 4, 2025
#NoBullshitCX The biggest payback comes to those who do the difficult things. I started this column a year ago with a provocative post Good CX is like good sex ( [link] ). I dont think any other post gained so much attention ever since . So, is it true and sex sells, or rather nothing sells except for sex anymore? Lets assume this is true. Then why does anyone still advertise anywhere but P*rnhub?
Execs In The Know
MARCH 7, 2025
Artificial intelligence (AI) is everywhere. Its dominating headlines, reshaping industries, and promising to revolutionize customer experience (CX) as we know it. The pressure to act is relentless boardrooms demand innovation, customers expect seamless AI-powered interactions, and vendors are offering cutting-edge solutions that claim to transform businesses overnight.
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
Expert insights. Personalized for you.
339 
Let's personalize your content