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.
Adrian Swinscoe
MAY 30, 2025
Todays interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting [] The post Customer-centric innovation and Amazons PRFAQ Interview with Marcelo Calbucci first appeared on Adrian Swinscoe.
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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.
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
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.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The Success League
MAY 28, 2025
By Kristen Hayer Its a little too early to start planning for next year, right? Wrong. If youre a customer success leader, now is the best time to get started. You have a lot of ground to cover before the end of the year. For most industries summer is slow, so you can get a bunch of the analysis and process redesign done in July and August. Heres a 6-month plan that will have you and your team ready for the new year: JULY: REVIEW CUSTOMER DATA Find time this summer to review the data youve colle
PeopleMetrics
MAY 30, 2025
Waymo now gives more rides in San Francisco than Lyft! Let that sink in. A fleet of 300 self-driving cars is outperforming 45,000 human drivers in one of America's most complex urban environments. Each Waymo vehicle does the work of over 150 people, not through brute force, but through intelligent automation. This isn't just a transportation story. It's a blueprint for every industry grappling with the same fundamental question: How do we move from labor-intensive processes to intelligent system
CommBox
MAY 25, 2025
In todays manufacturing world, speed, precision, and customer satisfaction are non-negotiable. Whether youre managing global supply chains, delivering complex equipment, or supporting long-term service contracts, your customers now live in an AI world and expect instant, real-time communication. But heres the challenge: many manufacturing teams are stretched thin, juggling a surge in customer inquiries with limited resources.
The DiJulius Group
MAY 30, 2025
Overview KeyBanks Moments Matter initiative exemplifies a holistic and sustainable cultural transformation that has significantly improved employee engagement and client loyalty. Spearheaded by Victor Aranda and championed by executive leadership, this initiative aligns organizational behavior with strategic goals through a thoughtful and multi-dimensional approach.
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
MAY 28, 2025
By Russell Bourne Customer Success is the job of the whole company. We hear it all the time. Sometimes we hear it from frustrated CS Leaders and CSMs who take on all the responsibility of revenue retention but have limited power to control it. Other times we (gasp) hear it from someone claiming that if you build a great product and sell it with correct expectations, you dont even need a CS function.
Gainsight
MAY 29, 2025
Every year at Pulse , we recognize industry leaders who have made significant contributions to the fields of customer success (CS), customer education, product experience, community, and beyonddriving innovation and transforming the way businesses engage with their customers. Without further ado, put your hands together for this years Pulse 2025 GameChanger Award Winners, who have truly defied gravity to achieve greatness.
Customer Experience Matrix
MAY 24, 2025
The Substitution-Transformation-Infrastructure-Business Model (STIB) innovation diffusion model I presented in my last blog post is intriguing, but does it reflect reality? One measure is whether it provides a useful classification of industry products. To test this, I looked at the past ten weeks of product news in the CDP Institutes daily newsletter, which came to about 50 items.
RateMyService
MAY 30, 2025
With this release, admins can configure and enforce password requirements to match your organisations infosec policies. Were thrilled to introduce our newest featurebuilt to help your organisation enforce robust password policies and stay aligned with internal and external information security standards. Key Features: Minimum password length: Set a minimum number of characters for all user passwords.
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
MAY 30, 2025
80% of the data businesses generate is unstructured, and a significant portion of it comes directly from customers. Yes, thats almost all your data. From social media posts and product reviews to emails and open-ended survey responses, this feedback holds valuable insights into how customers truly feel about your brand. But, this data is messy, subjective, and constantly evolving.
Gainsight
MAY 28, 2025
Pulse 2025 kicked off today in Las Vegas and was nothing short of magicaland we mean that in every sense of the word. Inspired by the beloved musical Wicked, Gainsights keynote wove together a tapestry of innovation, humor, and cutting-edge AI technology. While we didnt quite summon Glinda the Good Witch or send Elphaba soaring on a broomstick, we did embark on a yellow brick road of discovery, learning, and connection with customer success and revenue professionals worldwide.
CX Network
MAY 30, 2025
Learn about conversational artificial intelligence (AI) and its application and impact in customer experience (CX)
PeopleMetrics
MAY 27, 2025
I started this series because of one news story: A $10 million fraud indictment involving two intertwined market research firms, Op4G and Slice. This 10-part blog series is our deep dive into how survey fraud happens, why detection tools are falling short, and what research leaders must do now to protect the future of insights. Whether youre a CX leader, a market researcher, or a data-driven decision-maker, this series offers the knowledgeand the toolsyou need to move forward with confidence.
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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.
Help Scout
MAY 29, 2025
Discover the best ecommerce chatbots for boosting sales, automating support, and improving customer experience. Compare features and pricing.
The Success League
MAY 29, 2025
Level up your leadership. Drive real results. Were excited to announce a brand-new lineup of 1:1 coaching packages designed to solve the biggest challenges in Customer Success. Whether you're scaling your team, driving revenue, or leveling up your leadership skills, weve got a program to help you get there. Heres whats new: CS Renewal & Upsell Forecasting with Alli Tiscornia Ditch the guesswork.
CX Network
MAY 29, 2025
Learn about workforce management trends in contact centers and the impact of AI on this area
Provide Support
MAY 28, 2025
For years, chatbots have helped contact center managers cut costs and provide 24/7 service. However, many of these bots struggle with understanding natural language. In contrast, ChatGPT excels at interpreting complex languages and offers more human-like interactions.
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!
Help Scout
MAY 30, 2025
Your businesss most comprehensive store of customer feedback is collected and managed every day via your customer service software. When was the last time you logged in?
SugarCRM
MAY 30, 2025
If you’re running Sage ERP, you’re already in control of your financials, inventory, operations, and supply chain. But here’s the catchmost of that rich data stays locked away in the back office, where your sales and service teams cant use it to make better decisions or deliver better experiences. Thats where integrating Sage ERP with SugarCRM comes in.
CX Network
MAY 28, 2025
Learn about workforce management for contact center and how artificial intelligence (AI) is impacting it
DMG Consulting
MAY 27, 2025
MEDIA ALERT DMG Consulting Releases 2025 2026 Conversational AI Solutions for the Enterprise Report Sector fueled by increased reliance on AI for intelligent self-service and automation Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2025 2026 Conversational AI Solutions for the Enterprise Report When: Today, 21 May 2025 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC , a l
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.
eglobalis
MAY 27, 2025
Introduction [link] In today’s rapidly evolving digital landscape, the decision to adopt Agentic Artificial Intelligence (AI)systems capable of autonomous decision-making, adaptive learning, and complex task executionrequires careful strategic evaluation. While Agentic AI can provide significant competitive advantages and operational improvements, it is not universally beneficial or necessary for every organization.
ECXO
MAY 27, 2025
posts header on Linkedin and ECXO The Personal Side of HX: Transforming Yourself to Transform Your Organization You made it to Article 9 of The HX Revolution. What a milestone! If you’ve been following this series, you’ve journeyed with us through some serious terrain: culture, leadership, decision-making, experience design, and even how to measure the unmeasurable.
Adrian Swinscoe
MAY 27, 2025
In December of last year, as part ofmy annual predictions piece, I wrote that many consumers have faced a tough time economically over the last few [] The post Marketers underestimate how loyal customers are and dont understand what drives their loyalty first appeared on Adrian Swinscoe.
CX Network
MAY 27, 2025
Learn about how to keep customer experience (CX) human in the age of artificial intelligence
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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