eglobalis

JULY 8, 2025

Introduction: Navigating the AI-Driven CX Revolution Artificial intelligence (AI) is fundamentally reshaping customer experience (CX), and although we are only witnessing the initial stages, its rapid evolution already signals revolutionary changes ahead. Executives worldwide increasingly recognize the profound potential of AI through advanced algorithms , machine learning (ML), natural language processing (NLP), and generative AI technologies.

AI 279

AI CX Healthcare ML 279

ECXO

JULY 11, 2025

Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution A Brief Introduction to the Origins of Personalization The concept of personalization in marketing took shape in the early 1990s as businesses began shifting from mass communication models toward individual, data-driven engagement. With the rise of customer databases, CRM systems, and emerging digital platforms, the ability to tailor communications and offerings at scale became feasible.

CX 194

CX AI B2B B2C 194

eglobalis

JUNE 23, 2025

Introduction: When History Meets Disruption In moments of global crisis, the focus often narrows to strategy, survival, and power. But behind every conflict lies an undercurrent of impact that silently shapes the future of customer experience (CX), employee experience (EX), innovation, and leadership ethics. History reminds us that civilizations have collapsed and been rebuilt not only through politics and warfare, but also through the strength of human collaboration and technological adaptation

Innovation 417

Innovation Technology Technology Healthcare 417

ECXO

JULY 2, 2025

Stop Measuring NPS. Start Measuring Regret. Let’s say it out loud: NPS is overrated. There. We said it. Now, before the CX police come knocking, let’s be clear. The idea behind Net Promoter Score (NPS) is noble: to measure loyalty by asking customers how likely they are to recommend your brand. Cool in theory. But in real life? It’s become a lazy metric.

NPS 215

NPS Net Promoter Score Start-ups CX 215

Speaker: Joe Wroblewski, Sales Engineer Manager

Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te

Technology

Callminer

JULY 2, 2025

Read to learn all about the transformative benefits of AI in customer relationship management, what some key implementation steps are, and what challenges organizations may face along the way.

AI 182

AI CRM Customer Relationship Management Customer Relationship 182

Adrian Swinscoe

JULY 8, 2025

Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of a better employee experience – Interview with Annette Franz first appeared on Adrian Swinscoe.

CX 204

CX 204

eglobalis

JUNE 30, 2025

About the above Picture: From left to right, the CEOs who shaped Medtronic’s legacy—four of the six leaders who defined the company’s direction, including its visionary co-founder: Geoff Martha (2020–Present): Driving Medtronic into a digital, AI-powered era, with a focus on connected care, innovation, and operational agility. Omar Ishrak (2011–2020): Scaled the company through the $42.9B Covidien acquisition and led its transition to value-based, globally integrated healthcare.

CX 425

CX Healthcare B2C AI 425

Callminer

JUNE 30, 2025

Data alone doesn’t create understanding—insight does. Read more to learn about the advantages of AI-driven insights and best practices for implementation!

AI 182

AI 182

Adrian Swinscoe

JULY 1, 2025

This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to continuous outcomes: Why CX leaders need Retrieval-Augmented Conversation first appeared on Adrian Swinscoe.

CX 147

CX AI Technology Technology 147

Futurelab

JUNE 29, 2025

ROI models should be working, not perfect. #NoBullshitCX During a strategy workshop with the famous blue-and-yellow furniture giant, I introduced our simple ROI framework for CX (see Column 79.). The reaction? Scepticism. We asked if the company had data on purchase history per customer, margins, years of loyalty. People around the table were convinced they could never get the numbers.

Retail 130

Retail Start-ups CX 130

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

ECXO

JUNE 24, 2025

Closing the Loop on Negative Feedback: The Art of Turning Complaints into Loyalty Let’s be real: nobody loves getting negative feedback. It stings. It messes with our pride. It puts us face-to-face with something we don’t want to admit: we’re not always doing as well as we think we are. But here’s the paradox: negative feedback is a gift. A slightly rude, sometimes passive-aggressive, often uncomfortable gift… but a gift nonetheless.

Close the Loop 177

Close the Loop VOC CX Customer Experience 177

Callminer

JUNE 24, 2025

Read this blog to understand why companies are investing heavily in platforms that promise better insights, but ultimately still end up struggling to turn feedback into action.

Customer Experience 182

Customer Experience 182

Adrian Swinscoe

JUNE 26, 2025

Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without context, an insight is worth nothing – Interview with Jochem van der Veer of TheyDo first appeared on Adrian Swinscoe.

Unstructured Data 162

Unstructured Data Structured Data Customer Journey Map Artificial Intelligence 162

Intercom, Inc.

JULY 11, 2025

When millions of conversations flow through your platform daily, reliability isn’t just a technical metric – it’s the foundation of customer trust. At Intercom, where our AI Agent Fin resolves millions of customer inquiries autonomously, reliability starts with one essential question: Can our customers do the job they’re hired us to do? This question has led us to develop what we call “heartbeat metrics” – vital signs that instantly tell us if our systems are truly serving their purp

Engineering 104

Engineering AI 104

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

Beyond Philosophy

JULY 5, 2025

AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned human touch? In this episode, we dive into one of the most crucial decisions organizations are making today: When should you use AI, and when do customers actually need a human? Spoiler alert: If you let AI handle everything, you might save money—but you could also drive your customers straight to your competitors.

AI 88

AI Management Consulting Customer Experience Customer Service 88

The DiJulius Group

JUNE 26, 2025

The Customer Experience Action Statement Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers, emphasizing the need for actionable.

Customer Experience 87

Customer Experience Customer Service Customer Satisfaction Customer Loyalty 87

Callminer

JULY 7, 2025

AI gives brands the tools to anticipate needs, solve problems before they surface, and deliver meaningful experiences. Explore how to use AI to forge deeper, lasting connections with your customers.

AI 140

AI 140

Adrian Swinscoe

JUNE 23, 2025

Recently, I came across Marc Bernstein’s podcast conversation with Sam Wilson, CEO of 8X8, about reimagining the contact centre. In their conversation, Sam cited some US […] The post REDUX: What would happen if contact centre agents salaries were doubled? first appeared on Adrian Swinscoe.

Customer Service 147

Customer Service Customer Experience 147

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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

Intercom, Inc.

JULY 9, 2025

In May 2025, the product design team at Intercom came together for a hackathon in our London office. Folks flew in from as far afield as Dublin, Barcelona, Amsterdam, Chamonix, and Merseyside. Our org has 30+ product designers sprinkled across the UK and Europe, so it’s always special to meet up in person. Our mission: build an Intercom-related feature, product, webpage, or experience using nothing but AI.

AI 138

AI Engineering Start-ups 138

PeopleMetrics

JULY 8, 2025

You’ve designed your NPS survey. You’re asking the right customers, at the right time, in the right way. But what do you do with the results? Too many teams stop at reporting the NPS score. They miss the real point: the NPS score is only the signal, the “why” behind the score is what drives real action. If you want to move up the curve, from Foundational to Mature and eventually Elite, you need to capture, analyze, and share the NPS insights from your customers.

NPS 71

NPS Text Analytics Start-ups Actionable Insights 71

Execs In The Know

JULY 7, 2025

At Execs In The Know, we have the privilege of walking alongside some of the most dedicated, values-driven leaders in the customer experience (CX) space. We are thrilled to support and recognize one of our community members, Wilfred Busby, the Senior Fellow of Employee Experience for ALSAC, the fundraising and awareness organization for St. Jude Children’s Research Hospital, as he receives a prestigious award that speaks to the heart of who he is as a leader and human being.

CX 85

CX Hospitality Hospitality Touchpoint 85

Callminer

JULY 9, 2025

CallMiner's, Bruce McMahon, shares key product updates from Q2 2025. He looks at data privacy enhancements, CallMiner RealTime updates, the acquisition of VOCALLS, and more.

Innovation 140

Innovation 140

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

CX Journey

JULY 9, 2025

Employee Experience is a business imperative, not an HR project. For too long, employee experience (EX) has been treated as a peripheral concern: an HR project, a culture initiative, or a morale booster. That mindset is not only outdated – it’s expensive. In today’s highly competitive, talent-constrained, and AI-disrupted world, EX is a strategic lever that touches everything, including productivity, customer experience, innovation, retention, and brand reputation.

Government 87

Government Non-Profits Legal Finance 87

CX Network

JULY 7, 2025

Customer Experience Inspiration and Insight Content CX Reports CX Guides News Articles Interviews Videos Webinars White Papers Content Hubs Insight by Coveo Insight by Cyara Insight by Freshworks Insight by Genesys Insight by NICE Insight by Qualtrics Insight by Sprinklr Insight by SurveyMonkey Insight by Talkdesk Insight by Twilio Insight by Zendesk Insight by Zoom CX Replay Videos CX All Access & Events All Access: Free CX Webinar Series Conferences Exchanges Webinars Sponsorship About Abo

AI 59

AI Artificial Intelligence Net Promoter Score Contact Center 59

PeopleMetrics

JULY 3, 2025

Now that you know what NPS is (and what it isn’t) let’s get practical. The truth is that too many organizations treat NPS as a box to check. They ask “the question,” report the score to the leadership team or board, and move on. But if you don’t get the basics right, you risk collecting biased, unreliable, or flat-out useless data! That’s why the best companies invest time in designing their NPS surveys carefully, so they get feedback they can trust and act on.

NPS 71

NPS B2C B2B Engineering 71

Execs In The Know

JUNE 26, 2025

Behind every breakthrough in customer experience is a story. A story of leaders wrestling with real challenges, asking bold questions, and leaning on trusted voices to light the way. The Execs In The Know Expert Network was born from this very human need for connection and clarity among CX professionals who don’t just talk about transformation; they live it every day.

CX 71

CX Innovation Customer Experience 71

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

The DiJulius Group

JULY 10, 2025

Mastering the Art of Listening Summary In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson discuss the importance of listening in customer service and leadership. They explore recent trends in customer experience, the art of listening, and practical tips for improving listening skills. The conversation emphasizes curiosity, engagement, and the.

Customer Service 54

Customer Service Customer Experience CX 54

CX Journey

JULY 2, 2025

Despite increasing investment in employee engagement tools, surveys, and HR tech – and more executive pledges to make it a priority, employee experience (EX) remains inconsistent, fragmented, and often misaligned with business outcomes. The root issue? Employee experience is widely misunderstood as HR’s responsibility alone. And, worse yet, HR doesn’t even have EX on their radar!

Government 92

Government Scorecard Legal Voice of the Employee 92

CX Network

JUNE 26, 2025

Customer Experience Inspiration and Insight Content CX Reports CX Guides News Articles Interviews Videos Webinars White Papers Content Hubs Insight by Coveo Insight by Cyara Insight by Freshworks Insight by Genesys Insight by NICE Insight by Qualtrics Insight by Sprinklr Insight by SurveyMonkey Insight by Talkdesk Insight by Twilio Insight by Zendesk Insight by Zoom CX Replay Videos CX All Access & Events All Access: Free CX Webinar Series Conferences Exchanges Webinars Sponsorship About Abo

Contact Center 59

Contact Center Artificial Intelligence Compliance Outlook 59

PeopleMetrics

JULY 11, 2025

You’ve asked your customers the right questions. You know your score. You understand the “why.” You’re sharing what you learn with your teams. You have now gone from foundational to mature. So, what’s next? How do you move into the “elite” category of NPS programs? If you want your NPS program to actually drive loyalty (not just measure it) you have to close the loop.

Close the Loop 62

Close the Loop NPS B2C Touchpoint 62

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

Customer Satisfaction