ECXO

MARCH 19, 2025

The Rise of Silent Services: Embracing Quietude in Customer Experience Introduction: A World That Wont Shut Up Imagine stepping into a store, and before you even have a chance to breathe, a salesperson materializes out of thin air like a genie, ready to “assist” you. They ask how you’re doing, what you’re looking for, andbefore you’ve even figured that outthey start rattling off recommendations like an over-caffeinated podcast host.

Customer Experience 228

Customer Experience AI Technology Technology 228

eglobalis

MARCH 18, 2025

In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. AI agents , including chatbots and virtual assistants, handle a significant portion of customer inquiries, offering immediate support and streamlining operations.

AI 391

AI Artificial Intelligence CX Legal 391

Futurelab

MARCH 20, 2025

TL;DR: Synthetic respondents have a place in research, but only for a few select purposes and as an addition to research on real people, not a replacement. Lets be honest: in an ideal world, wed always rely on real human respondents. They bring context, emotions, and real-life messiness. But reality isnt always ideal. Clients dont have time, they dont have budgets, and sometimes, running a study just isnt an option.

E-commerce 147

E-commerce Engineering AI Customer Feedback 147

Adrian Swinscoe

MARCH 18, 2025

Todays podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to [] The post Testing and experimentation is everyones problem Interview with Shafqat Islam of Optimizely first appeared on Adrian Swinscoe.

Artificial Intelligence 162

Artificial Intelligence Business Growth Customer Relationship AI 162

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

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Callminer

MARCH 16, 2025

Learn how CallMiner Outreach is changing the CX game, leveraging AI-powered insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.

CX 182

CX Gaming AI 182

PeopleMetrics

MARCH 18, 2025

Social reviews have always been important, and that hasn't changed. In fact, they might be even more crucial today because they're public surveys available to everyone online. Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation.

Sentiment Analysis 62

Sentiment Analysis VOC B2C AI 62

Experience Investigators

MARCH 18, 2025

Customer support leaders are often trapped in a cycle of “number narration” – reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener’s question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories.

Scorecard 52

Scorecard CX Business Growth Customer Satisfaction 52

Execs In The Know

MARCH 19, 2025

As someone who has spent years exploring the intersection of data and storytelling, I was honored to host a panel at the Customer Response Summit (CRS) Clearwater on this very topic. The conversation brought together brilliant minds from Walmart, AMC Networks, and Target, all of whom share a deep commitment to leveraging data to enhance the customer experience.

CX 52

CX Machine Learning NPS AI 52

Gainsight

MARCH 19, 2025

Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. In 2025 (and beyond), growth will come from existing customersnot endless new acquisitions. In the midst of economic uncertainty, purchase decisions move slower. Resources are reserved for tools and tactics proven to move the needle.

AI 52

AI Sales Engineering Education 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

The DiJulius Group

MARCH 20, 2025

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate.

Customer Service 56

Customer Service Customer Experience Customer Satisfaction 56

Hodusoft

MARCH 18, 2025

The Importance of Social Media Integration in Ecommerce Contact Centers Before we start with the blog, let’s do a quick experiment. If you are already logged into your social media account, click on the search bar, and type the name of one or multiple e-commerce companies you can think of. How many can you find? Chances are high that you will find almost all of those on social media.

Social Media 52

Social Media Contact Center E-commerce Retail 52

Intercom

MARCH 19, 2025

Our vision is for Fin to answer any question, on any channel, across any platform. With our latest Built For You announcements, that vision is now a reality. We believe that AI is on the path to resolving the majority of customer questions, creating a dramatically improved support experience. Here’s what’s new: Any question: With new breakthroughs like Fin Vision, Fin Guidance, Fin Tasks, and AI Inbox Translation, Fin can now answer any question no matter the language, format, or com

Customer Service 52

Customer Service AI Start-ups Customer Satisfaction 52

Gainsight

MARCH 19, 2025

Managing a thriving online community isn’t like popping a frozen dinner in the microwavelaunch it, walk away, and return to perfection. Too many businesses assume that once their community goes live, it’ll magically keep humming along without active effort. But in reality, communities are less “set it and forget it” and more like cooking a great meal from scratchyou need the right ingredients, attention to detail, and regular check-ins to make sure everything comes togeth

Customer Retention 52

Customer Retention Customer Expectations 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

Execs In The Know

MARCH 21, 2025

Every brand likes to believe its delivering an exceptional customer experience. But the reality? A staggering 42 percent of customer experience (CX) leaders cite outdated systems as their biggest operational hurdle, and 54 percent admit that at least a fifth of their customer interactions are still too complex for artificial intelligence (AI) to handle alone.

CX 52

CX Artificial Intelligence AI Omnichannel 52

SurveySensum

MARCH 19, 2025

Are you struggling to decide between Qualtrics and Microsoft Forms for your CX improvements? This comparison will help you make an informed decision. We’ll explore the pros and cons, key features, and pricing of each tool to determine which one best aligns with your needs and budget. Let’s dive in and find out which platform Qualtrics or Microsoft Forms is the right choice for you.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

The Success League

MARCH 19, 2025

Are you ready to go from CSM to CS Leader? Going from managing customers to managing a team is a big stepbut there are specific skills that can set you apart. Join Whitney Littlewood , Director of Enablement at The Success League, for a live 90-minute interactive online workshop where youll learn the most in-demand leadership skills to get noticed and step confidently into a CS leadership role.

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CX Network

MARCH 19, 2025

As X2 and Enterprise Connect take place, CX Network rounds up four new agentic AI innovations changing CX

Gaming 52

Gaming AI CX Innovation 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

Execs In The Know

MARCH 21, 2025

Every brand likes to believe its delivering an exceptional customer experience. But the reality? A staggering 42 percent of customer experience (CX) leaders cite outdated systems as their biggest operational hurdle, and 54 percent admit that at least a fifth of their customer interactions are still too complex for artificial intelligence (AI) to handle alone.

CX 59

CX Artificial Intelligence AI Omnichannel 59

Zonka Feedback

MARCH 16, 2025

If you were to measure the true health of your customer relationshipsnot just how they feel after one interaction, but how they perceive your brand over timehow confident would you be in the results?

Customer Loyalty 52

Customer Loyalty NPS 52

Help Scout

MARCH 17, 2025

Even when the newest LLM shines in the benchmarks, it doesn't mean it will be the right choice for every use case or that users will be happy with its output. Learn how Help Scout approaches rating our AI to create better customer experiences.

AI 49

AI Customer Experience 49

DMG Consulting

MARCH 18, 2025

CCaaS: What to Assess Before You Invest March 18, 2025 View this article on the publisher’s website The contact center-as-a-service (CCaaS) market is in the advantageous position of outperforming many other contact center IT sectors due to its critical core capabilitymanaging omnichannel inbound and outbound interactionsas well as its breadth of functionality (encompassing contact center infrastructure, workforce engagement management, CRM, and artificial intelligence, among other componen

Contact Center 48

Contact Center Artificial Intelligence Outlook Predictive Analytics 48

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

Execs In The Know

MARCH 19, 2025

As someone who has spent years exploring the intersection of data and storytelling, I was honored to host a panel at the Customer Response Summit (CRS) Clearwater on this very topic. The conversation brought together brilliant minds from Walmart, AMC Networks, and Target, all of whom share a deep commitment to leveraging data to enhance the customer experience.

CX 52

CX Machine Learning NPS AI 52

PeopleMetrics

MARCH 20, 2025

Closing the loop on customer alerts is one of the most fundamental aspects of an effective VoC program. It provides immediate ROI, reduces churn, and strengthens relationships. But despite all the advancements in AI, this is one area where technology hasnt dramatically changed the core principles of closing the loop. The Basics Havent Changed The concept of closing the loop has remained the same for years.

Close the Loop 62

Close the Loop AI VOC B2C 62

Intercom

MARCH 17, 2025

You satisfy your customers, but can you satisfy our curiosity? With Harry Spence, Director of Customer Support at ScreenCloud. Please tell us a little bit about your company and what you do there. Im the Director of Customer Support at ScreenCloud, a leading digital signage provider with over 10,000 customers worldwide. What word or phrase in customer service jargon should be retired?

Sports 52

Sports Gaming Customer Service AI 52

InteractionMetrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. Todays rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer nice-to-have in your customer data platformtheyre essential features that any software worth its salt will include.

CX 52

CX Social Media Contact Center Compliance 52

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

Futurelab

MARCH 21, 2025

#NoBullshitCX Its time for a real economic argument. Anyone who knows me knows that industries paying less attention to women than to men is my pet peeve. This topic has caused me both approval and loss of business, but I wont budge. International Womens Day is this Saturday, what better time to speak of these issues? The automotive industry is a prime example.

CX 130

CX Sales Customer Experience 130

Heart of the Customer

MARCH 18, 2025

Which is more important: rational or emotional factors? The Advanced Manufacturing Customer Experience Consortium (AMCX) is a group of the worlds top manufacturers. Its members are ground zero for Sigma Six, lean manufacturing, just-in-time supply chains, and reliability. Yet the group still wondered (with continuous debates and discussions), can manufacturers win through customer experience?

B2B 78

B2B Manufacturing Voice of the Customer Customer Experience 78

C3Centricity

MARCH 21, 2025

Have you ever watched in dismay as a seemingly unstoppable colleague bounces back from a catastrophic professional failure only to become stronger than before? Or perhaps you’ve wondered why some careers seem to weather storms that sink others? The difference often comes down to one essential quality: resilience. In my upcoming masterclass, I reveal how this powerful trait forms the bedrock of career advancement.

Education 62

Education 62

SurveySensum

MARCH 21, 2025

Already using HubSpot but also want to launch the NPS program? Now you are stuck between constantly switching between HubSpot and your NPS platform. If this sounds similar then you need an NPS tool that integrates with HubSpot and can make your life a little easier! Now which NPS tools integrate best with HubSpot? Lets explore the top 9 NPS tools that integrate with HubSpot in 2025.

NPS 52

NPS Start-ups Sentiment Analysis Customer Feedback 52

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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