Adrian Swinscoe
MAY 17, 2025
When Mikkel Svane and his co-founders, Morten Primdahl and Alexander Aghassipour, foundedZendeskin 2007, they aimed to revolutionize customer service by creatingbeautifully simple softwarethat enabled businesses to [] The post Here comes the customer service resolution revolution first appeared on Adrian Swinscoe.
eglobalis
MAY 20, 2025
Introduction: Why Metrics Define the CX Maturity of Your Company Customer experience is not just a branding, services or a sexy name initiative or a satisfaction goal it is much more. It is a measurable, operational, and financial discipline. Executives who still see CX as soft data are overlooking one of the clearest opportunities for growth. Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficienc
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ECXO
MAY 19, 2025
posts header on Linkedin and ECXO Measuring the Unmeasurable The Science of HX Metrics Welcome Back to the HX Revolution You made it to Article 8 of The HX Revolution and this one’s a big one. If you’re just joining us, welcome to the movement! Here’s a quick recap of the road so far: Article 1 : Transformation starts inside. We can’t change business without changing people.
Callminer
MAY 26, 2025
Read this blog to understand core aspects of experience management, its significance, and various strategies companies can use to deliver exceptional customer interactions and experiences.
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
Futurelab
MAY 9, 2025
#NoBullshitCX When dealing with difficult experiences, respect costs nothing but delivers a lot. The Dutch tax authority has been using a brilliant slogan for years: “: ’ , .” I think this is a very healthy view of unpleasant events. Some things in life are never going to be fun paying taxes, filing complaints, settling debts.
Retently
MAY 5, 2025
Table of Contents Main Takeaways What CSAT Scores Are Really Telling Us Where AI Assistants Go Wrong The Human Touch Still Wins (Even in AI-Supported Systems) What High-CSAT Brands Are Doing Differently Building a Better AI Customer Service Strategy with CSAT Feedback Final Thoughts Remember the buzz a few years back? AI-powered agents have been hailed as the future of ecommerce customer service by solving every support headache: answer questions in seconds, work 24/7, and cost a fraction of a f
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
eglobalis
MAY 13, 2025
Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. In enterprise contexts with multiple stakeholders per account, a single survey often fails to capture the true sentiment of all decision-makers.
Intercom, Inc.
MAY 19, 2025
You satisfy your customers, but can you satisfy our curiosity? With Mitchell Rodio, Customer Experience Manager at Whop. Please tell us a little bit about your company and what you do there. I’m a Customer Experience Manager at Whop – a digital marketplace for everyone, helping people create a sustainable income online. What word or phrase in customer service jargon should be retired?
Callminer
MAY 21, 2025
AI is advancing the development of CX. Read this blog for practical applications of AI across key industries while assessing the advantages of AI-enhanced CX.
Execs In The Know
MAY 23, 2025
Artificial intelligence (AI) is now central to every boardroom conversation. Yet, amidst a sea of ambitious claims and glossy demos, customer experience (CX) leaders are still seeking clarity. The truth is straightforward but challenging: to unlock real value from AI, leaders must move beyond promises and explore tangible, real-world use cases. These documented successes (and insightful failures) hold the key to more innovative, more effective customer experiences.
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.
ECXO
MAY 7, 2025
The HX of Decision-Making How Companies (and People) Make the Right Choices Welcome Back to the HX Revolution Welcome back to The HX Revolution a journey that has taken us through the heart of what makes modern organizations not just functional, but human. If you’ve been with us from the beginning, you know this is more than a frameworkit’s a movement.
Adrian Swinscoe
MAY 9, 2025
We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show up in [] The post Agentic AI and building connections with customers in the moments that matter first appeared on Adrian Swinscoe.
CX Journey
MAY 14, 2025
As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.
Intercom, Inc.
MAY 1, 2025
Delivering great AI customer service depends on more than just sophisticated AI models – it relies on real-time data and access to business systems like CRMs, billing platforms, and past conversations. Without these connections, AI agents are unable to understand customer history and resolve questions as effectively. The Model Context Protocol (MCP) provides a standard way for AI to securely connect to your business systems – without building custom integrations.
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.
Callminer
MAY 19, 2025
Businesses must focus on optimizing the customer journey funnel to ensure that they meet customer needs at every stage. Read this blog to learn more.
Beyond Philosophy
MAY 24, 2025
How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you’re not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get?
The DiJulius Group
MAY 29, 2025
Summary In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking, for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBanks retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Keys 950 branch.
Adrian Swinscoe
MAY 2, 2025
Todays interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be [] The post Why businesses need to invest in both brand and customer experience Interview with Martin Gill of Forrester first appeared on Adrian Swinscoe.
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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.
CX Journey
MAY 21, 2025
In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.
C3Centricity
MAY 17, 2025
Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?
PeopleMetrics
MAY 13, 2025
The recent indictment of Op4G and Slice confirmed what many of us already suspected: The traditional online panel model is under strain and bad actors have been taking advantage of it for years. Whats next isnt just fraud detection. Its a complete rethinking of how high-quality research participants are sourced. Thats where Custom Research Panels come in.
Customer Experience Matrix
MAY 11, 2025
As someone who has spent his career tracking new technologies, Ive long been fascinated by how those technologies spread over time. The standard model of technology diffusion , developed by Everett Rogers and based on New Deal studies of how farmers adopted new crops, offers the familiar segmentation of users into innovators, early adapters, early majority, late majority, and laggards.
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.
The DiJulius Group
MAY 5, 2025
If you are in sales, an account executive, or business development, you want to stand out from all the other smart people who do what you do. Relying solely on your professional expertise will not be a differentiator. Professional expertise, by itself, is a commodity in your industry. You need something more. You want to. Read Full Article The post How to Build Incredible Connections in Client Meetings appeared first on The DiJulius Group.
Execs In The Know
MAY 17, 2025
In this candid Q&A, Traci Lamm , Vice President of E-Commerce Brand Services and Sales Operations at Azure Standard, shares the philosophies that have fueled her success, the moments that defined her love for CX, and the lessons she’s learned from working alongside everyone from Fortune 500 executives to first-day agents. With a conversational style and grounded wisdom, she reminds us that the heart of customer experience isn’t technology or efficiency.
Smart Customer Service
MAY 14, 2025
Modern contact center intelligence means agents are better informed and interactions move quickly.
Hodusoft
MAY 7, 2025
Why Real Estate Needs AI-Powered Call Centers? Effective communication. Unwavering trust. Strong interpersonal relationships. These have always been the foundation for the real estate industry. And always will be. However, thanks to technological innovation, the sector is undergoing rapid transformation. Clients expect faster responses, personalized service, and seamless experiences across every interaction.
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
PeopleMetrics
MAY 29, 2025
The question comes up regularly: "Should we tie our team's compensation to customer survey results?" It's an appealing idea. Customer feedback directly influences pay, creating powerful alignment between employee behavior and customer satisfaction. But after years of helping clients implement these programs, we've learned it's far more nuanced than it first appears.
The Success League
MAY 14, 2025
By Kristen Hayer In customer success, we spend a lot of time honing what we say. We practice our messaging, rehearse tough conversations, and try to strike the right balance between friendly and strategic. But one of the most powerful tools in a customer success professionals toolkit isnt something we say at all. Its silence. Silence is uncomfortable for a lot of people, especially in business conversations.
The DiJulius Group
MAY 8, 2025
Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of. Read Full Article The post The Most Effective Ways to Train Gen Z on Customer Service appeared first on The DiJulius Group.
CX Journey
MAY 28, 2025
When we talk about experience management, the conversation tends to revolve around customers and employees and rightly so. But theres another group thats often overlooked, yet deeply influential in shaping the customer experience and upholding your brands integrity: your franchisees and licensees. (And yes, I know. Not everyone reading this works for a franchisor or licensor.
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!
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