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.

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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.

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CX 204

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

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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.

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NPS Net Promoter Score Start-ups CX 214

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.

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Futurelab

JUNE 22, 2025

Don’t turn NPS into a pay-to-win game. #NoBullshitCX One thing we insist on when implementing any Voice of the Customer (VoC) programme: never – and I mean never – turn the score into a KPI tied to bonuses. The moment you do that people stop thinking about customers and start thinking about how to manipulate the number. We have worked with several automotive brands on their VoC rollouts.

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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.

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Close the Loop VOC CX Customer Experience 175

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!

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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.

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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.

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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

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.

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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.

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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.

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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.

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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.

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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.

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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.

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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

The DiJulius Group

JUNE 19, 2025

Achieving NPS Growth Through Client Engagement Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative ‘Moments Matter’ initiative. They discuss the framework’s three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in.

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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!

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Government Scorecard Legal Voice of the Employee 97

PeopleMetrics

JULY 1, 2025

Why the most popular customer loyalty metric still matters and how to use it the right way Net Promoter Score (or NPS) is everywhere You’ve seen it in surveys after you book a flight or stay at a hotel. You’ve heard executives talk about it on earnings calls. You might even have your own NPS score on a company dashboard today. At this point, NPS is one of the best-known customer loyalty metrics in the world and one of the most misunderstood!

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Callminer

JUNE 19, 2025

Artificial intelligence is a fundamental component of business strategy today. Read this blog to discover how businesses can leverage AI analytics to discover hidden insights within large datasets.

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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

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.

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Beyond Philosophy

JUNE 21, 2025

How do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton. Published by Harvard Business Review Press, the book is called: The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things Available here: [link] Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient atte

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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

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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.

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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

JUNE 25, 2025

Almost 10 years ago, I wrote an article about why employee retention is such a challenge. Things haven’t changed much. At the time, I basically said: How can employers ensure that employees will stay? There are a few ways, but they all fall under one large umbrella topic: leadership must focus on the employee experience. Employee retention is challenging because it sits at the intersection of leadership, culture, purpose, and modern expectations, and most companies underestimate how much a

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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.

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Experience Investigators

JULY 8, 2025

When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season.

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CX Network

JUNE 20, 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

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AI CX Artificial Intelligence Contact Center 59

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