eglobalis
APRIL 27, 2025
In tr od uc ti on [link] Agentic AI has emerged as a next-frontier concept in artificial intelligence, promising a paradigm shift in how businesses engage with customers. Unlike traditional or even generative AI, which react to prompts by producing content, Agentic AI refers to AI agents endowed with autonomous decision-making able to set goals, reason, and take actions with minimal human input.
ECXO
APRIL 28, 2025
The HX Employee From Productivity to Purpose Why the future of work begins with what makes us human. Welcome Back to The HX Revolution If youve been with us since Article 1Welcome back, friend. If this is your first stop on the journeygrab a seat, youre right on time. This isnt your usual business series. Its a revolution. A Human Experience (HX) Revolution.
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Adrian Swinscoe
APRIL 29, 2025
Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobes annual customer event. Last years event was dominated by news [] The post Key insights from Adobe Summit on agentic AI and B2B innovation first appeared on Adrian Swinscoe.
Futurelab
APRIL 26, 2025
#NoBullshitCX Let your employees do their job and don’t stand in their way. Most people want to do the right thing for the customer. But their organisation either gets in the way, or worse interferes with their wishes to act on that instinct. I consider this almost a crime. It is so difficult to make people move when it comes to change. Culture does eat strategy for breakfast.
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 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.
Callminer
APRIL 30, 2025
AI-powered Real-time agent assist tools streamline workflows, reduce repetitive tasks, and provide live guidance. Read more about to help agents handle interactions more effectively and confidently.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
APRIL 29, 2025
#NoBullshitCX Pay now for a good CX programme-or pay more later for not having one. Thats the reality many companies ignore until it is too late. They cut corners on CX, thinking they are saving money. But what they are really doing is shifting the cost. Complaints go up. Calls flood the contact centre. Churn creeps in. And suddenly, the cheap approach turns into a very expensive mess.
Gainsight
APRIL 28, 2025
Todays executives are experiencing an incredible amount of decision fatigue. In fact, according to Forbes , 7 out of 10 executives say burnout is negatively affecting their ability to make thoughtful, proactive decisions. Two factors contribute to the sense of overwhelm. First, the customer experience is more complex than ever. Second, the availability of data has grown exponentially.
Callminer
APRIL 28, 2025
Implementing AI in a contact center isnt just a tech upgrade its a shift in how service is delivered. Read this blog for tools and best practices for using AI to enhance CX in contact centers.
RateMyService
APRIL 28, 2025
In Kenyan healthcare, trust is our greatest asset. Its time to live up to the loyalty our patients continue toshow. #PXWeek is more than just a time to celebrate healthcare teamsit is a reminder that patients deserve more than good clinical outcomes. They deserve dignity, clarity, empathy and respect at every touchpoint. Despite technological advancements, patients still face long queues, confusing processes and a healthcare system that can sometimes feel overwhelming.
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.
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.
The Belding Group
APRIL 28, 2025
Condescending coworkers are the colleagues who seem to look down their noses at everything you do. When they speak with you, their sentences inevitably end with that unstated, yet clear sentiment: "I think you're an idiot." Shaun Belding | www.shaunbelding.
Gainsight
APRIL 29, 2025
Adopting new solutions involves more than sitting through a few training modulesand this is particularly true for Customer Success (CS). In fact, much of the work to make the switch successful happens before companies even sign a contract. CS teams need to evaluate their needs, prepare their employees, and figure out their goals once the new platform is adopted.
Execs In The Know
APRIL 28, 2025
In today’s competitive gig economy, the success of a platform isn’t just measured by how quickly it delivers. It’s defined by how deeply it earns the trust and loyalty of its users. At Walmart, this philosophy is shaping the future of the Spark Driver Platform, where technology, empathy, and operational excellence converge to create a better experience for gig drivers nationwide.
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.
Adrian Swinscoe
APRIL 29, 2025
Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobes annual customer event. Last years event was dominated by news [] The post Key insights from Adobe Summit on agentic AI and B2B innovation first appeared on Adrian Swinscoe.
The Belding Group
APRIL 28, 2025
Getting your cheap boss to open their wallet for something the company needs is tricky, but not impossible. The secret is to first convince them that you, too, value cost-control. Shaun Belding | www.shaunbelding.
Hodusoft
APRIL 30, 2025
HoduCC's Predictive Dialer Carves a Place on Software Advice's FrontRunner 2025 List “You don’t discover your place in the world. You carve it out.” At HoduSoft, we not only believe in the quote; we live by it. We also believe that innovation isnt just about finding space, its about creating it. Thats exactly what our flagship call and contact center software HoduCC has doneit has carved a prestigious place in the Software Advices Flagship Frontrunners Report for Call Center ca
Execs In The Know
MAY 1, 2025
Every May, Mental Health Awareness Month invites us to pause, reflect, and act on something we often overlook: our mental well-being. This is not just a cultural moment for those in leadership, especially in customer experience (CX) roles. It’s a professional imperative. Let’s be honest: CX leadership is demanding. The pace is fast, the stakes are high, and the pressure to balance business goals with human outcomes is relentless.
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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.
The Success League
APRIL 30, 2025
By Kristen Hayer Customer success is a relatively new field, and is different from the account management, technical support or professional services fields it is often compared to. Success teams also differ from company to company in terms of scope, function and key metrics. Unfortunately, this means there is often confusion at the executive level about what customer success does and the value it brings to an organization.
CommBox
APRIL 30, 2025
There’s no shortage of noise in the AI and CX space today. From “generative” to “intelligent” to “autonomous,” the labels are stacking up each promising transformation, but rarely delivering clarity. “ Agentic AI ” is the latest buzzword sweeping the industrysystems that can independently take actions to complete tasks.
Intercom
APRIL 29, 2025
As AI becomes more embedded in our everyday lives, its more important than ever that the tools we use are trustworthy, secure, and compliant with legal and ethical standards. At Intercom, trust is the foundation of every product we build and every relationship we grow. Were committed to delivering the highest standards of security for our customers, and we’re proud to announce that were one of the first AI customer service platforms to have achieved ISO/IEC 42001:2023 certification the wo
SurveySensum
APRIL 28, 2025
Why Does Listening to the Voice of the Customer Matter? What do your customers really think about your brand? Are they satisfied? Frustrated? Or just indifferent? Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth?
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!
Zonka Feedback
APRIL 30, 2025
If youre leading CX or Product at scale, you dont have a feedback problem you have a feedback overload problem. Support tickets, survey comments, reviews, app store ratings, sales call transcripts your customers are constantly telling you what matters. But without the right thematic analysis software, those voices stay buried in spreadsheets, Slack threads, and dashboards no one checks.
Experience Investigators
APRIL 29, 2025
Customer experience initiatives aren’t delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality. In this thought-provoking episode, we tackle a question about aligning a company’s CX mission statement with the actual employee experience.
Intercom
APRIL 28, 2025
You satisfy your customers, but can you satisfy our curiosity? With Stephanie Smith, Manager, Customer Success at Collage. Please tell us a little bit about your company and what you do there. Collage simplifies HR for Canadian businesses. Our all-in-one HRIS software streamlines employee record management, payroll and benefits administration, time-off tracking, performance management, and more.
Execs In The Know
APRIL 28, 2025
In todays competitive gig economy, the success of a platform isn’t just measured by how quickly it delivers. Its defined by how deeply it earns the trust and loyalty of its users. At Walmart, this philosophy is shaping the future of the Spark Driver Platform, where technology, empathy, and operational excellence converge to create a better experience for gig drivers nationwide.
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.
Gainsight
APRIL 28, 2025
Successful executives arent made overnight. They earn those positions by knowing how to connect to customers, build relationships, and drive results for their organization. But as responsibilities grow, the time to do that work gets squeezed. Thats where using AI like an Executive Assistant (EA) comes in. It gives execs back the bandwidth to stay sharp and focusedwhile also helping Customer Success Managers (CSMs) operate more efficiently every day.
The Success League
APRIL 28, 2025
Level up your impact as a CSM with our CSM Selling: Driving Retention & Expansion Value training series! Being consultative is at the heart of what makes a great Customer Success Managerand its also the foundation of effective selling. Our CSM Selling series is built for Customer Success Managers who want to level up their impact in sales, renewals, and account expansion.
CX Journey
APRIL 30, 2025
Personas are fictional characters that are created to represent ideal prospects or actual customers based on needs, pain points, problems to be solved, jobs to be done, preferences, expectations, goals, and more. Personas are research based, created by starting with customer interviews and then fine tuning with validation surveys. I also advocate for using some of the bread crumbs of data that customers leave behind as they interact and transact with the brand to make these personas more robust
Execs In The Know
MAY 1, 2025
Every May, Mental Health Awareness Month invites us to pause, reflect, and act on something we often overlook: our mental well-being. This is not just a cultural moment for those in leadership, especially in customer experience (CX) roles. Its a professional imperative. Lets be honest: CX leadership is demanding. The pace is fast, the stakes are high, and the pressure to balance business goals with human outcomes is relentless.
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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