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 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.
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
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?
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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?
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.
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.
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.
CX Network
MAY 21, 2025
Gain insight about customer service trends to follow for better brand reputation and recognition
The Success League
MAY 21, 2025
By Kristen Hayer Customer success teams often reflect a companys culture. They absorb the tone of leadership, adjust to internal expectations, and adapt to the structures around them. But what if CS teams didnt just mirror culture, but instead helped to define it? This article is about flipping the narrative. Customer success has the potential to shape company culture from the inside out.
Execs In The Know
MAY 19, 2025
What does your outsourcing strategy for customer experience look like? For years, outsourcing was treated as a cost-cutting measure, a necessary business function to drive efficiency at scale. But for customer experience leaders today, that definition no longer holds up. Because when your brand’s frontline is often an outsourced agent … When your contact center is the place customers turn to in moments of friction … And when loyalty is earned or lost in a single interaction
Comm100
MAY 21, 2025
Imagine instantly understanding your customers’ needs, responding precisely, and consistently delivering exceptional experiences that build lasting loyalty. Today’s leading businesses are achieving exactly this through strategic use of AI in customer support. Our recent webinar highlighted how innovative companies leverage AI to foster smarter, deeper customer interactions and provided actionable insights to enhance your customer experience (CX).
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.
InteractionMetrics
MAY 19, 2025
Customer experience research is evolving rapidlyespecially for B2B companies, where their high-value relationships demand precision insights. Thats why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol , Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take on whether AI enhances human research or replaces humans altogether?
CX Network
MAY 21, 2025
Learn about customer survey questions and how to pick the ones that are a good fit for your CX
Gainsight
MAY 22, 2025
Everything in life is better when its shared. Our favorite activities are made better by the people who participate in them with us. It makes sense, then, that the community around products and services can make a significant impact on retention and usage. If there is always someone available to help us troubleshoot or collaborate with, our human instinct is to keep coming back to that place and those people.
The Success League
MAY 21, 2025
Join our Structuring Your CS Program training series! Whether you're scaling a CS team, refining your strategy, or seeking to align your org around customer value, this CS Leadership training will equip you with the tools, frameworks, and confidence to lead effectively. This series is developed for either aspiring CS Leaders who want to step confidently into new roles or current leaders who are looking to strengthen strategic impact.
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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.
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.
CX Network
MAY 20, 2025
Learn about customer survey questions and how to pick the ones that are a good fit for your CX
PeopleMetrics
MAY 20, 2025
The $10 million fraud scheme involving Op4G and Slice wasnt just an embarrassment. It was expensive in ways most people never calculate. Fake responses. Fabricated insights. Strategies built on fiction. Budgets spent (and wasted) on bad data. And heres the thing: this wasnt a small-time scam. It fooled global brands, universities, and healthcare systems for nearly a decade.
The DiJulius Group
MAY 23, 2025
On May 20, 2025, at the age of 76, George Wendt, the beloved actor who played Norm Peterson, passed away. Norm played a pivotal role in my career. The original title of my first book was Mastering the Norm Factor, referring to the popular 90s sitcom Cheers, based on a bar in the Boston area, Read Full Article The post Mastering the Norm Factor appeared first on The DiJulius Group.
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!
InteractionMetrics
MAY 23, 2025
Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles and it struck a chord. It laid out what greatand badservice looks like, and why so many companies miss the mark. But in the decade since, customer expectations have evolvedand so has our perspective. Thats why weve completely updated the blog.
Execs In The Know
MAY 19, 2025
What does your outsourcing strategy for customer experience look like? For years, outsourcing was treated as a cost-cutting measure, a necessary business function to drive efficiency at scale. But for customer experience leaders today, that definition no longer holds up. Because when your brand’s frontline is often an outsourced agent … When your contact center is the place customers turn to in moments of friction … And when loyalty is earned or lost in a single interaction
PeopleMetrics
MAY 23, 2025
This is the 10 th blog post that I have written on data integrity in market research. I started this series because of one news story: A $10 million fraud indictment involving two intertwined market research firms, Op4G and Slice. Manual fraud. Fake survey takers. Real money lost. Real trust broken. And it all happened under the radar for nearly a decade.
Help Scout
MAY 22, 2025
The simplicity of Help Scout makes the work so much easier.
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.
SugarCRM
MAY 20, 2025
As a sales leader, you want to be hands-on with your teams, but the reality often looks different. Instead of strategic conversations, coaching sessions can turn into status updatesyour reps rehashing account details while managers scramble to understand whats actually urgent. Its inefficient, reactive, and frustrating for both sides. SugarCRM can change that.
Adrian Swinscoe
MAY 22, 2025
Todays interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesks [] The post Lushs Journey: Balancing Innovation, Empathy, and Customer Care Interview with Naomi Rankin of Lush first appeared on Adrian Swinscoe.
Futurelab
MAY 23, 2025
#NoBullshitCX One of the key questions of CX is Would you recommend us? One of the key challenges of CX is moving from would to did. When we worked with the wealth management division of a German bank, we saw just how complex that leap can be. Not all promoters are the same. Through our research, we identified several distinct “promoter personas”, each with different triggers for actually recommending the brand, different levels of influence, and different numbers of people they typi
Lightico
MAY 22, 2025
Once game-changing, traditional Optical Character Recognition (OCR) and Robotic Process Automation (RPA) are increasingly proving to be legacy tools in modern enterprises. Despite their early promise, many deployments underperform or outright fail. Analysts have noted that a significant percentage of RPA initiatives never meet expectations, Ernst & Young found up to 50% of RPA projects fail to deliver ROI.
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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