Experience Investigators
APRIL 22, 2025
Customers dont expect just great service they want every interaction to be easy, intuitive, and maybe even a little magical. As a customer experience change agent, you know fulfilling that expectation isnt always easy. Customer journeys span dozens of channels and touchpoints. Even with a CX Mission Statement and strategy, your time and resources are limited.
eglobalis
APRIL 23, 2025
In Part I of this series, we explored the core pillars of value creationeconomic exchanges, cost efficiency, ease of doing business, and growth enablement. These foundational dimensions ensure suppliers meet essential business expectations, providing a baseline for relevance. In Part II , we moved into the strategic and relational realms of value : building trust, tailoring engagement, co-creating innovation, and offering performance and service excellence.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Adrian Swinscoe
APRIL 21, 2025
Millennials and Generation-Z dont want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty [] The post Unpacking the voice assumptions that are holding back many CX efforts first appeared on Adrian Swinscoe.
Hodusoft
APRIL 21, 2025
Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. So, in the case of contact center software , you have good things to look forward to in 2025. It is nothing dramatic but something evolutionary. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster.
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
Execs In The Know
APRIL 21, 2025
If you work in customer experience, chances are youve been to your fair share of conferences; some inspiring, others forgettable. But Customer Response Summit (CRS) in San Diego , happening this September 1719, isnt just another event to add to your calendar. Its the gathering place for customer experience (CX) leaders from some of the worlds most influential brands.
Callminer
APRIL 24, 2025
The retail climate for 2025 is a bit uneasy. But AI is helping retailers create more fluid, personalized experiences. Learn how AI is reshaping both the customer and frontline employee experience.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
RateMyService
APRIL 22, 2025
Turn CX into ROI: Learn 5 proven tactics to win CFO buy-in and fund your CX initiatives with confidence. Youve just finished your second cappuccino when your CFO storms into your office, spreadsheets in hand, with a sceptical eyebrowraised. Salma, youve been preaching time and time again that customer service is important. We all get it. What the board isnt going to get is why we need to spend so much on an AI chatbot.
Execs In The Know
APRIL 24, 2025
In today’s retail landscape, where customer expectations are higher than ever, delivering a seamless experience isn’t just a competitive advantage. It’s essential for survival. At The Black Tux, a company known for reinventing the suit rental experience, customer care is treated as an art form. In our latest CX Insight magazine KIA Spotlight , we sat down with Thomas Harden, Head of Operations for Customer Care at The Black Tux , to learn how he’s leading the charge to combine technology, human-
Callminer
APRIL 22, 2025
AI has long been transforming how companies engage with their customers. Read this blog for 25 AI customer experience examples and the benefits.
Adrian Swinscoe
APRIL 23, 2025
Todays interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk [] The post Legacy transformation, agentic AI and how to get it right Interview with Don Schuerman of Pega 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.
Experience Investigators
APRIL 22, 2025
Trust is key to managing customer expectations in todays fast-changing world. While perfection isnt possible, transparency isand customers deeply value honesty. When transparency is your default, disappointments become opportunities for connection. Take the supplement company that added flavoring to an unflavored product: instead of ignoring feedback, they addressed it openly, building stronger relationships.
Execs In The Know
APRIL 22, 2025
It doesn’t take much to see when a system’s broken. A customer gets bounced from channel to channel. A support agent wastes minutes, sometimes hours, digging through fragmented data. The resolution takes too long. The frustration lingers. The customer experience (CX) journey is supposed to be seamless, efficient, and human-centered. But far too often, legacy systems are standing in the way.
Callminer
APRIL 20, 2025
Ecommerce brands are a dime a dozen in todays competitive retail landscape, but exceptional CX can be the difference between a memorable brand and one that gets lost in the shuffle. Read more.
Adrian Swinscoe
APRIL 21, 2025
Millennials and Generation-Z dont want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty [] The post Unpacking the voice assumptions that are holding back many CX efforts 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.
Hodusoft
APRIL 24, 2025
Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. Retaining them over a long period of time is critical to success. The insurance sector has become intensely competitive more than ever before. The cost of acquiring new clients continues to increase. In such a scenario, customer retention (or retention of policyholders, if you will) is the only recourse.
Execs In The Know
APRIL 22, 2025
It doesnt take much to see when a systems broken. A customer gets bounced from channel to channel. A support agent wastes minutes, sometimes hours, digging through fragmented data. The resolution takes too long. The frustration lingers. The customer experience (CX) journey is supposed to be seamless, efficient, and human-centered. But far too often, legacy systems are standing in the way.
The DiJulius Group
APRIL 25, 2025
The Modern-Day White-Collar Sweatshop Its 2025, and while AI, automation, and digital transformation continue to evolve how we do business, one thing hasnt changed for many organizations: the call center still feels like the white-collar sweatshop of our time. Picture a typical call centermaybe even your own. Rows of cubicles, standardized scripts, and laser focus.
Gainsight
APRIL 24, 2025
Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce or is it time to invest in something purpose-built? Its a classic debate. CRMs are already in place and familiar with go-to-market (GTM) teams. But as Customer Success (CS) becomes more strategic, more teams are realizing that a CRM isnt enough to support the post-sales journey.
Advertisement
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.
The Success League
APRIL 23, 2025
By Alli Tiscornia Anyone who knows me knows Im a techno-optimist. I firmly believe in the potential of AI and the power of lean, scalable operations. But over the last few years, Ive watched Customer Success teams fall into a troubling pattern: building a playbook for everything. AI has enabled the creation and automation of playbooks to be faster and more ubiquitous.
LitmusWorld
APRIL 25, 2025
LitmusWorld & RepUp Merge their Operations; Launch an AI-Native CX Platform for Enterprises The combined entity will operate under the LitmusWorld brand and will leverage advanced AI, Natural Language Processing (NLP), and automation to enhance customer engagement and sentiment analysis. LitmusWorld & RepUp Merge their Operations; Launch an AI-Native CX Platform for Enterprises appeared on LitmusWorld.
Doing CX Right
APRIL 23, 2025
A 13-year-olds interview with a Holocaust survivor uncovers powerful lessons on empathy and humanity. These are stories we must read and never forget The post Holocaust Survivors Story, Told Through a Teens Eyes And Why It Still Matters appeared first on Doing CX Right.
InteractionMetrics
APRIL 24, 2025
Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if youve ever had a hard time canceling a subscription or fixing a billing issue, you know exactly why it matters. Has this ever happened to you? You clicked through five help articles, waited on hold for 20 minutes, and answered the same question twice.
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!
C3Centricity
APRIL 19, 2025
There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. As we navigate through 2025, the consumer landscape continues to shift at an unprecedented pace, challenging CPG brands to move beyond reactive strategies and embrace a truly consumer-centric approach.
LitmusWorld
APRIL 25, 2025
LitmusWorld & RepUp merge their operations; launch an AI-Native CX platform for enterprises LitmusWorld & RepUp merge their operations; launch an AI-Native CX platform for enterprises. The unified platform, operating under the Litmus World brand, will enhance customer engagement and sentiment analysis. LitmusWorld & RepUp merge their operations; launch an AI-Native CX platform for enterprises appeared on LitmusWorld.
SurveySensum
APRIL 23, 2025
Formstack is an online survey builder that helps businesses create custom forms, surveys, quizzes, and more. It offers a drag-and-drop interface, making it easy to create and design forms. The tool also provides various templates for this purpose, which are customizable to users needs. But like every other tool, Formstack has its drawbacks. This includes weak customer support, limited integrations, and a steep learning curve.
SugarCRM
APRIL 24, 2025
Before WaterCo upgraded their sales tech stack, every customer conversation depended on what a rep rememberedor jotted down in a notepad. As a manufacturer of pool and spa products, WaterCo had a solid ERP system (Epicor) to manage operations, but no central place to track customer relationships or insights. That changed when they brought in SugarCRM and sales-i.
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.
Execs In The Know
APRIL 24, 2025
In todays retail landscape, where customer expectations are higher than ever, delivering a seamless experience isnt just a competitive advantage. Its essential for survival. At The Black Tux, a company known for reinventing the suit rental experience, customer care is treated as an art form. In our latest CX Insight magazine KIA Spotlight , we sat down with Thomas Harden, Head of Operations for Customer Care at The Black Tux , to learn how hes leading the charge to combine technology, human-cent
LitmusWorld
APRIL 24, 2025
LitmusWorld & RepUp Merge their Operations; Launches an AI-Native CX Platform for Enterprises LitmusWorld, a leading enterprise SaaS platform, and RepUp, a Gurgaon-based AI-driven CX platform have signed a binding agreement to merge and unify their business operations LitmusWorld & RepUp Merge their Operations; Launches an AI-Native CX Platform for Enterprises appeared on LitmusWorld.
CX Journey
APRIL 23, 2025
In business transformation work, whether it’s culture, employee experience, or customer experience, the most powerful shifts don’t happen because of a single program or a top-down mandate. They happen when people observe, practice, and pass on new ways of thinking and acting. (It’s that grassroots groundswell that I often refer to.
ECXO
APRIL 22, 2025
Culture Is Not a Deck of Slides Embedding HX into the DNA of a Company Welcome Back to The HX Revolution [link] If youve been following along, you know weve been slowly dismantling the machinery of old-school business and replacing it with something much more alive. Much more human. If youre just joining us now, heres the recap: In Article 1 , we exposed why transformation fails without Human Experience at its core.
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.
Expert insights. Personalized for you.
52 
Let's personalize your content