Adrian Swinscoe
APRIL 13, 2025
For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator. As a result, you will [] The post Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns first appeared on Adrian Swinscoe.
eglobalis
APRIL 15, 2025
Part II: Building Strategic Value Through Trust, Flexibility, and Innovation [link] Introduction: When Core Value Isnt Enough In Part I of this series, we explored the foundational pillars of B2B value creationdimensions like risk mitigation, customer experience, cost reduction , and operational efficiency. These remain essential. However, in many industriesparticularly tech, telecom, high-tech manufacturing, and B2B services foundational capabilities no longer guarantee differentiation.
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ECXO
APRIL 14, 2025
The HX Leader Shifting from Control to Influence Why the future of leadership starts within Catching Up: The HX Revolution in Motion If this is your first stop on the HX Revolution train, welcome aboard! Heres what weve unpacked so far: Article 1 ( Welcome to the HX Revolution The Future of Business Transformation Starts Here ) : We made the bold claim that business transformation fails without Human Experience (HX) at the center.
Beyond Philosophy
APRIL 13, 2025
First impressions aren’t just important—they’re everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments.
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
Adrian Swinscoe
APRIL 15, 2025
Todays podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Ghler, which took place at Zendesks recent Relate event, which took [] The post Starting a resolution revolution Interview with Tom Eggemeier, Adrian McDermott and Matthias Ghler of Zendesk first appeared on Adrian Swinscoe.
SurveySensum
APRIL 16, 2025
Your CRM is smart. But is it futuristic? It knows your customers names, emails, and past purchases. But does it know what they actually want? Whats frustrating them? What will make them hit buy instead of bouncing to your competitor? Thats where CRM surveys come in. Consider them as a straight line into the opinions of your consumers. The result? Smarter marketing, better sales, and a customer experience that keeps people coming back.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Experience Investigators
APRIL 16, 2025
The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes. The past few weeks have been a whirlwind. Tariffs, market swings, shifting economic signalsevery day seems to bring a new plot twist.
Gainsight
APRIL 16, 2025
Theres something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. They experience your company aswell, your company (and product) as one journey.
Comm100
APRIL 16, 2025
Customer support teams are under more pressure than ever. Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.
Adrian Swinscoe
APRIL 15, 2025
Todays podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Ghler, which took place at Zendesks recent Relate event, which took [] The post Starting a resolution revolution Interview with Tom Eggemeier, Adrian McDermott and Matthias Ghler of Zendesk first appeared on Adrian Swinscoe.
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.
The Success League
APRIL 14, 2025
By Kristen Hayer You have seen it. You may have even lived it. The CSM who is everything for their customers. They support, well, support. They provide services. They renegotiate poorly set expectations. They stay late helping customers navigate the solution they didnt get enough training on. The one thing they arent doing is tapping into their cross-functional teams.
RateMyService
APRIL 14, 2025
The era of gut-feel customer experience (CX) is over. There is increased pressure on teams to deliver better CX. Emerging technologies like AI offer hope, but without the ability to connect efforts to business value, even the most promising tools wont savethem. Background In collaboration with the Institute of Customer Experience, Kenya , we gathered insights from 200+ CX professionals between February and March 2025, through our experience management platform.
Comm100
APRIL 15, 2025
Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends. Comm100s AI Agent and AI Copilot already help support teams automate conversations and boost productivity.
Adrian Swinscoe
APRIL 13, 2025
For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator. As a result, you will [] The post Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns first appeared on Adrian Swinscoe.
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.
SurveySensum
APRIL 14, 2025
Are your customers truly happy and satisfied with your brand? Understanding and measuring customer satisfaction and loyalty is very crucial, yet many businesses struggle to do that. Thats where NPS ( Net Promoter Score ) can be your closest ally. By categorizing customers into promoters, passives, and detractors, you will get a clear picture of your customer sentiments.
Doing CX Right
APRIL 13, 2025
AI voice agents are already on the front lines of customer experience translating, troubleshooting, and learning from every call. But here's the twist: the real ROI isnt in automation. Its in how you design the experience. Stacy Sherman and Richard Lin reveal the high-stakes decisions that turn voice AI from a cost-saver into a brand-builder. The post AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI appeared first on Doing CX Right.
Comm100
APRIL 15, 2025
We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients.
Gainsight
APRIL 14, 2025
Things that are often hidden: Secret menu items at restaurants, messages in a long-lost group chat, andmost overlooked of allthe revenue sitting inside your Customer Success (CS) team. The value of CS has quietly evolvedand the evidence is everywhere. From the technology that Customer Success Managers (CSMs) use to improve the customer experience to the ways companies are reorganizing post-sales efforts, its clear that CS is no longer just about keeping customers happy.
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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.
SurveySensum
APRIL 14, 2025
Did you know each year more than 30,000 new consumer products are launched and 95% of them fail – Harvard Business School No one wants to be in that 95% category, right? But how to avoid it? How to create a successful product that fits the market needs, resolves customer challenges, and also has a competitive edge? A Product Feedback Tool is an answer.
Doing CX Right
APRIL 16, 2025
Want to earn lasting customer loyalty? Learn how one deli does it for 100 years and what you can do too. (No AI needed.) The post How One Deli Earnes 100 Years of Customer Loyalty appeared first on Doing CX Right.
InteractionMetrics
APRIL 17, 2025
Qualtrics is the industry standard for customer experience surveys. But that doesnt mean its the right fit for everyone. If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. But for most companies? It might be too expensive, clunky, or bloated with features youll never use. The interface is dense, the support may not be as responsive as you need, and the learning curve is steep.
The Success League
APRIL 14, 2025
Ready to level up your career in Customer Success? Join our CSM Certification Program a dynamic, expert-led course designed to give you the skills, strategies, and confidence to thrive as a Customer Success professional. Live. Online. Expert-Led. Weekly sessions with experienced instructors Real-world tools and practical frameworks Connect and grow with a cohort of CS professionals Work toward your certification and stand out in the CS field!
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!
Gainsight
APRIL 15, 2025
Welcome to the grandestor Grande-ist stage of Customer Success: Pulse 2025! Set against the dazzling backdrop of Las Vegas, a city synonymous with dreams and possibilities, our conference, themed around the beloved musical Wicked, promises to enchant and empower. On May 28th and 29th, Gainsight invites you to transform into students of Shiz University in the land of Oz, where innovation and ambition will meet at the intersection of customer success.
SurveySensum
APRIL 15, 2025
Do you know what your customers really want? If you’re actively listening to their feedback, then you probably have a good idea. However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. VoC tools allow you to discover how your customers feel about your products and services, understand their expectations, and find ways to deliver the best customer experience possible.
Experience Investigators
APRIL 15, 2025
Customer experience leadership is not just about gathering insightsit’s about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard , Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.
CX Network
APRIL 14, 2025
Learn about how poor workforce management can damage customer experience or CX
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.
Help Scout
APRIL 18, 2025
A solid technical implementation is necessary for security, but tools alone do not make a good security program. Learn how we take a people-first approach to security to keep data safe at Help Scout.
Provide Support
APRIL 18, 2025
Real-time translation in chats helps to increase sales, win new customers globally and save costs on multiligual customer service.
Execs In The Know
APRIL 14, 2025
Lets be honest. When it comes to artificial intelligence (AI), theres been no shortage of bold claims. Headlines, boardroom conversations, vendor pitches. Everyones talking. But for customer experience (CX) leaders trying to move the needle, the real question isnt what AI can do. Itsabout making it work in your organization. Thats exactly what our upcoming virtual event, Practical, Real-World Application: Rapid-Fire AI Use Cases for Customer Experience , is built around.
DMG Consulting
APRIL 17, 2025
With CX, Theres a Disconnect Between Expectations and Reality. AI Can Help. April 17, 2025 View this article on the publisher’s website Consumers have made their sales and servicing preferences clear: They want to help themselves whenever possible. They will typically start on a companys website or mobile app, but they expect to easily reach a knowledgeable, helpful, and empathetic live employee if needed.
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.
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