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.
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.
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Inside Customer Service
MARCH 29, 2025
This plan will help you train employees to effectively manage customer expectations. Service failures are caused by an experience that falls short of expectations. Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning.
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.
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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.
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.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ECXO
MARCH 12, 2025
The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.
Retently
MARCH 11, 2025
Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.
Futurelab
MARCH 20, 2025
The movie Her is a story of a craftsman breathing a soul into an artefact which is AI. Sam Altman of OpenAI referred to it when launching Sky, but in fact did quite the opposite. By stealing Scarlett Johanssons voice, he turned a person into an object. I dont remember how I used to work without AI. I can’t help but love how effective it can be.
Adrian Swinscoe
MARCH 13, 2025
This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe.
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.
Execs In The Know
MARCH 31, 2025
by Mike Myer, CEO and Founder of Quiq Customer expectations in the airline industry have reached new heights, and delivering a standout experience is no longer optional. Its now essential for survival. Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future.
eglobalis
MARCH 30, 2025
[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.
ECXO
MARCH 11, 2025
B2B CX – Strategy & Business Alignment Originally posted here with our full version: [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.
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.
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.
Futurelab
MARCH 28, 2025
#NoBullshitCX Do we still need to break down the metrics by gender? I just made every dude in my audience roll their eyes, but this is a legitimate business case. We have done extensive CX research for several automotive producers. Every time we present the CX metrics, we see that women score more extreme than men. When things are good, they score 10s for the same things men score 8s.
Adrian Swinscoe
MARCH 22, 2025
Traditionally, when a CFO gets promoted to the position of CEO, its not uncommon to expect the firm to take a more analytical approach and, perhaps, [] The post From numbers to narratives: The power of customer engagement first appeared on Adrian Swinscoe.
PeopleMetrics
MARCH 11, 2025
A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.
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: 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
ECXO
MARCH 25, 2025
Beyond CX and EX: The Birth of HX Why Customer Experience and Employee Experience Arent Enough for True Transformation Were back with the HX series! My last article ( The HX Imperative: Why Human Experience is the Future of Business ) uncovered a hard truthmost business transformations fail because they focus on processes and tools while ignoring the humans at the heart of it all.
The DiJulius Group
MARCH 23, 2025
The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21? These are just some companies that have. Read Full Article The post The Customer Revolt / Two CX Legendary Brands Struggling appeared first on The DiJulius Group.
Callminer
MARCH 30, 2025
Customer service is the backbone of customer loyalty and organizational success. This blog explores how to utilize tips and tools to empower your CSRs to provide exceptional customer service.
Adrian Swinscoe
MARCH 26, 2025
Todays podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics recent X4 2025: The Experience [] The post The art and the science of listening Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics first appeared on Adrian Swinscoe.
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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.
PeopleMetrics
MARCH 24, 2025
Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.
eglobalis
MARCH 13, 2025
How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue.
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.
CX Accelerator
MARCH 14, 2025
With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Callminer
MARCH 25, 2025
AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.
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.
PeopleMetrics
MARCH 27, 2025
Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.
The DiJulius Group
MARCH 27, 2025
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.
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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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