Trending Articles

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Orchestrating the Switch from AI Agents to Human Interaction – When and Why It Matters in CX

eglobalis

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.

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The Rise of Silent Services: Embracing Quietude in Customer Experience

ECXO

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.

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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

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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Testing and experimentation is everyone’s problem – Interview with Shafqat Islam of Optimizely

Adrian Swinscoe

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.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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WOULD YOU LIKE SOME MORE MONEY?

Futurelab

#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).

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Lesson #24 Revisited: Shorter surveys are usually better—but if it’s too short, it could come back to bite you

PeopleMetrics

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.

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The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience

ECXO

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.

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Addressing e-commerce’s 5 biggest CX challenges with AI and personalization

Adrian Swinscoe

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.

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Managing Customer Experience Like a Pro: Inside a CX Manager’s Daily Workflow

Retently

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.

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Lesson #26 Revisited: The Hidden Cost of Cheap, Generic Surveys—And How AI Could Change That

PeopleMetrics

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.

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Future-Proofing Enterprise Commerce: Why Extensibility Wins with Shopify

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is evolving fast, and brands relying on rigid, one-size-fits-all solutions risk losing agility. But modernization doesn’t have to mean disruption. In this webinar, we’ll explore how an extensible, modular approach empowers brands to integrate new capabilities, enhance performance, and scale efficiently—all while leveraging Shopify’s strengths.

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Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In

eglobalis

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.

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B2B CX – Strategy & Business Alignment

ECXO

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.

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Influencers and bridging the trust gap between brands and consumers

Adrian Swinscoe

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.

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CX Reports That Get Noticed: How to Create Actionable Insights for Stakeholders

Retently

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.

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An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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CallMiner Outreach – The future of CX is here

Callminer

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.

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Amazing Questions to Ask as a CX Professional

CX Accelerator

With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!

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There are five types of loyalty but only two are growing – Interview with Sara Richter of SAP Emarsys

Adrian Swinscoe

Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.

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Lesson #29 Revisited: Social Reviews Are Still Your Most Important Surveys—Because They’re Public!

PeopleMetrics

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.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

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.

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How to use customer satisfaction surveys to boost business

Callminer

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.

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Five Ways Your Customer Experience Is Always on Stage

The DiJulius Group

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.

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One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience

ECXO

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.

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Product News – February 2025

Lumoa

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.

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From Start to Scale: Driving Growth Through Seamless Payments Implementation

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

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What is Conversational AI and How Does it Work?

DMG Consulting

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NL

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A comprehensive guide to contact center AI software

Callminer

AI-powered contact center software isnt new, most contact centers use AI to automate tasks and help customers. Read our blog to understand AI applications today and what to look for in a solution.

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Lesson #23 Revisited: Survey Health is Everything—AI Enhances the Process, But Human Oversight Remains Critical

PeopleMetrics

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.

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Personalization at Sea: How Princess Cruises Is Elevating the Guest Experience

Execs In The Know

Picture a guest experience so seamless, so personalized, that every traveler feels like the journey was crafted just for them. Thats the dream Alvin Stokes , Vice President of Global Guest Reservations, Service Operations & CRM at Princess Cruises , painted for the audience as he closed out the Customer Response Summit (CRS) with his compelling mainstage keynote.

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Frost Radar: Voice of Customer Analytics, 2024

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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Product News – January 2025

Lumoa

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.

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[Experience Action Podcast] Build Your CX Scorecard

Experience Investigators

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.

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How to drive success in your contact center with real-time agent guidance

Callminer

Our latest blog explores the importance of real-time agent guidance and its role in delivering exceptional customer service experiences in modern contact centers.

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Lesson #25: Customer Sample Lists Are the Most Challenging Part of Any VoC Program—And AI Could Help (Eventually)

PeopleMetrics

At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

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