CX Journey

JUNE 18, 2025

A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership , including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address and build on because customer experience has often been viewed as a soft functional discipline, centered around surveys, journey maps, and service touchpoints.

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Execs In The Know

JUNE 18, 2025

Imagine you’re standing at a crossroads. One path promises immediate savings, another whispers quality, and the third hints at lasting customer loyalty. Which road do you take? In the rapidly evolving landscape of customer experience, this isn’t just a hypothetical scenario. It’s the daily reality faced by C-suite leaders worldwide. The decisions made today around call center outsourcing are shaping not just how brands communicate, but how they survive and thrive.

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SurveySensum

JUNE 18, 2025

Do you struggle to analyze open-ended customer feedback ? Does it get even harder when there’s plenty of data to go through, and in different forms like surveys, reviews, interviews, etc? This is where qualitative data analysis (QDA) can help. It’s a strategic way of examining open-ended feedback that is often riddled with ambiguity, mixed sentiments, and difficult-to-understand language.

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Sentiment Analysis Text Analytics Unstructured Data AI 52

Customer Experience Matrix

JUNE 18, 2025

After a flurry of CDP acquisitions in January, things had been quiet on that front – until this morning, when we learned that Relay42 is being purchased by Supermetrics. The deal reverses the pattern of earlier CDP acquisitions, which had been been by customer-facing companies in content management (Contentstack/Lytics), customer service agents (Uniphore/ActionIQ), and ecommerce (Rokt/mParticle).

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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