CX Journey
JUNE 11, 2025
A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. But here’s the catch: a brand promise is only as strong as the experience that delivers it.
eglobalis
JUNE 10, 2025
Introduction In the rapidly evolving landscape of enterprise technology, Experience Design (XD) is no longer just about aesthetics or usability—it’s about strategic differentiation and tangible business outcomes. Artificial Intelligence (AI) is reshaping the design process by automating routine tasks, uncovering nuanced user insights, and enabling real-time, hyper-personalized experiences.
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Adrian Swinscoe
JUNE 9, 2025
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid […] The post The future of CX and agentic CX – Interview with Sid Banerjee of Medallia first appeared on Adrian Swinscoe.
Callminer
JUNE 11, 2025
Read this blog to learn which obstacles agents encounter and how AI tools help them at each stage of their work, as well as what organizations should think about when deploying AI solutions.
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
ECXO
JUNE 11, 2025
Customer Journey Mapping 2.0: From Linear Fantasy to Adaptive Reality Let’s get real for a second: most customer journey maps are like coloring books. Cute, predictable, linear… and totally disconnected from how people actually behave. You know the type—step 1: awareness, step 2: consideration, step 3: purchase, yadda yadda. It looks great in a slide deck.
The Success League
JUNE 11, 2025
By Kristen Hayer “Be proactive.” It is one of the most common pieces of advice given to Customer Success Managers. But it is rarely followed by a clear definition. What does it actually mean to be proactive in a CS role? How can a CSM move beyond task completion and truly deliver value for customers? In many organizations, proactivity is encouraged but not clearly modeled or supported.
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
JUNE 9, 2025
Explore AI-driven conversation automation and virtual agents reshaping contact centers for faster, personalized, and consistent customer support with enhanced workforce efficiency.
Beyond Philosophy
JUNE 7, 2025
Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for y
PeopleMetrics
JUNE 11, 2025
These generations don’t wait to be taught. They seek, test, and apply … constantly! One of the most overlooked truths about Gen Z and Millennials is how obsessed they are with self-directed learning. They’ve grown up with YouTube tutorials, Skillshare, Coursera, and TikTok explainers. They learn in public. They learn on the go. They learn on their terms.
The DiJulius Group
JUNE 13, 2025
Klarna is rehiring human employees after previously replacing a significant portion of its workforce with artificial intelligence (AI) In 2022, Klarna, a Swedish fintech company, laid off approximately 700 employees as part of a strategic move to automate operations using AI. The decision aimed to increase operational efficiency and reduce costs. By 2024, Klarna claimed.
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
JUNE 10, 2025
Are you keeping pace with what your customers really expect? Customer behaviors—where they abandon journeys, which tools they use, and how they move between channels—reveal critical, unspoken expectations. Your competition isn’t just your industry; it’s every standout experience your customers have elsewhere. AI holds powerful potential—but not as just a cost-saver.
The Success League
JUNE 12, 2025
By Kristen Hayer It’s a little too early to start planning for 2026, right? Wrong. If you’re 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. Here’s 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 you’ve collec
PeopleMetrics
JUNE 8, 2025
What Gen Z and Millennials really want (and why most companies miss the mark) Gen Z and Millennials aren’t just looking for a product to buy or a place to work. They’re looking for alignment. Alignment with their values, their emotional wellbeing, and their financial situation. Loyalty isn’t about perks anymore for these generations. It’s about emotional ROI.
The DiJulius Group
JUNE 12, 2025
Building Relationships in a Digital Age Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights.
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.
Gainsight
JUNE 11, 2025
Customer churn is one of the biggest challenges businesses face, yet many organizations struggle to accurately predict and prevent it. Losing customers isn’t just a number on a spreadsheet—it’s a hit to revenue, team morale, and long-term growth potential. The stakes are high, and Customer Success teams are at the forefront of addressing this critical issue.
DMG Consulting
JUNE 10, 2025
Conversational AI: Automation with a Human Touch June 2025 The conversational artificial intelligence (CAI) self-service and agent augmentation sector is experiencing brisk growth due to the convergence of rapidly improving technology and socio/economic events. Agentic AI is currently the CAI segment’s favorite technology as vendors invest to enhance these solutions’ autonomous decision-making, automation capabilities, and effectiveness.
PeopleMetrics
JUNE 10, 2025
They don’t want to be managed. They want to be mentored, inspired, and heard. Gen Z and Millennials aren’t just reshaping what it means to be a consumer. They’re also rewriting the rules of leadership. These generations grew up with access to information, constant feedback loops, and communities that reflect their values. They’ve been empowered to speak up, ask why, and challenge outdated systems.
The Success League
JUNE 12, 2025
Are you looking to shift from reactive to strategic? Our CSM Value training program can help with that! These days, simply delivering on your product or service isn’t enough. CSMs are constantly aiming to demonstrate value, drive outcomes, and turn satisfied users into loyal advocates. But how do you move from reactive support to being a strategic partner your customers trust?
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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.
SurveySensum
JUNE 11, 2025
Instagram has 2 billion monthly active users. It’s the third most popular social network in the world. And your customers? They’re definitely on it. Right there, scrolling, tapping, sharing… and posting customer reviews on Instagram. If you’re ignoring Instagram customer reviews, you’re sidelining your fans and losing a trove of insights to fix flaws and amplify wins.
Hodusoft
JUNE 11, 2025
From Reactive to Proactive: Revolutionizing Telecom Support with IP PBX Software “If you’re proactive, you focus on preparing. If you’re reactive, you end up focusing on repairing.” This quote by noted American author and orator John C. Maxwell is so true for telecom service providers such as Internet Telephony Service Providers (ITSPs), Internet Service Providers (ISPs), Managed Service Providers (MSPs), Communication Service Providers (CSPs), and more.
PeopleMetrics
JUNE 11, 2025
For Gen Z and Millennials, “what do you do?” isn’t nearly as important as “why do you do it?” If your brand, company, or cause can’t answer that clearly, you’ve already lost them. For younger generations, purpose isn’t a side benefit, it’s a core filter for how they decide where to work, what to buy, and who to support. This shift isn’t theoretical.
Service Quality Institute
JUNE 11, 2025
Empowerment is the magic of awesome service. It works if employees use it. Too many employees have been trained to say NO. Empowerment means your total workforce has to be taught how to say YES and bend and break the rules. There are too many weird things that happen every day. Every employee should know they are in customer service, and be willing to spend money to make sure all customers fall in love with your organization.
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!
SurveySensum
JUNE 9, 2025
Already feeling the pressure to find a new feedback tool? You’re not alone. As Delighted officially shuts its doors by 2025, businesses everywhere are scrambling to find a platform that’s equally user-friendly, or even better. Considering switching to Qualtrics? Fair warning: it’s powerful, but it can feel too complex or enterprise-heavy , especially if you’re just looking for something simple, fast, and effective.
The Success League
JUNE 10, 2025
In this special Pride Month episode, Greg & Kristen dive into one of the most important aspects of inclusion: psychological safety in the workplace for the LGBTQIA+ community. Your hosts discuss how leaders, both in the LGBTQIA+ community and not, can take steps to create thoughtful spaces where queer employees feel seen, valued, and safe to show up as their authentic selves every day, not just in June.
Help Scout
JUNE 11, 2025
Get the rundown of what it's like to attend a Help Scout retreat for the first time as well as get a few tips so that you can make the most of your next company event.
CX Network
JUNE 12, 2025
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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.
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