eglobalis
JUNE 17, 2025
Introduction: From Reactive CX to Journey Orchestration Over the past decade, customer experience (CX) strategy has largely revolved around mapping observable behaviours. Journey mapping platforms track page clicks, chat interactions, product views—but these reflect actions, not intent. This leaves even the best- designed experiences reactive , disconnected, and slow to adapt.
PeopleMetrics
JUNE 17, 2025
Even in the age of AI, Gen Z and Millennials want empathy, not just efficiency. These generations might be the most tech-savvy in history. But beneath the speed, automation, and AI fluency is a deeper, often overlooked truth: They crave emotional connection. They evaluate leadership on self-awareness. They want to feel heard, not just helped. According to the 2025 Deloitte Gen Z and Millennial Survey: 67% of Gen Zs and 71% of Millennials say they feel stressed or anxious most of the time Fewer t
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Experience Investigators
JUNE 17, 2025
If you’ve ever felt like your efforts in customer experience (CX) are lost in translation when talking to your executive team, you’re not alone. CX change agents live and breathe customer data, emotional connections, and journey maps. Many of us are fluent in acronyms like NPS, CLV, and VoC. But outside our teams, that language can quickly feel like insider jargon.
Provide Support
JUNE 17, 2025
You should be careful while using emojis at work.
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
Experience Investigators
JUNE 17, 2025
Customer experience failures often illuminate the path to real transformation. In this episode, we explore how common CX missteps—from disconnected tools and siloed teams to unused customer data—can undermine trust and stall growth. The pandemic exposed just how fragile customer loyalty can be. Brands like Peloton had to pivot quickly as expectations shifted overnight, revealing the importance of clear communication and leadership.
ECXO
JUNE 17, 2025
Frontline Empowerment as a CX Strategy Let the People Closest to the Action Lead the Experience Let’s be honest: when things go wrong in customer experience, they usually go wrong at the front. That’s where the tension lives. Where the magic should happen. And too often, it’s also where the energy dies—buried under scripts, approvals, red tape, and a fear of getting it wrong.
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