The Success League

MAY 8, 2025

By Kristen Hayer "Own the customer" is a phrase that gets tossed around a lot in Customer Success. It sounds clear and decisive, but it can be misleading. In many organizations, it has come to mean that one person, often the Customer Success Manager, is solely responsible for everything related to the customer. That might work on a small scale, but as companies grow and customer needs evolve, this approach can introduce risk rather than reduce it.

Customer Relationship 52

Customer Relationship Touchpoint Engineering CRM 52

Futurelab

MAY 9, 2025

#NoBullshitCX When dealing with difficult experiences, respect costs nothing but delivers a lot. The Dutch tax authority has been using a brilliant slogan for years: “: ’ , .” I think this is a very healthy view of unpleasant events. Some things in life are never going to be fun paying taxes, filing complaints, settling debts.

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CX 130

Adrian Swinscoe

MAY 9, 2025

We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show up in [] The post Agentic AI and building connections with customers in the moments that matter first appeared on Adrian Swinscoe.

AI 147

AI Artificial Intelligence Customer Relationship Customer Experience Management 147

Retently

MAY 5, 2025

Table of Contents Main Takeaways What CSAT Scores Are Really Telling Us Where AI Assistants Go Wrong The Human Touch Still Wins (Even in AI-Supported Systems) What High-CSAT Brands Are Doing Differently Building a Better AI Customer Service Strategy with CSAT Feedback Final Thoughts Remember the buzz a few years back? AI-powered agents have been hailed as the future of ecommerce customer service by solving every support headache: answer questions in seconds, work 24/7, and cost a fraction of a f

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AI Start-ups Customer Satisfaction Retail 116

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

Technology

ECXO

MAY 7, 2025

The HX of Decision-Making How Companies (and People) Make the Right Choices Welcome Back to the HX Revolution Welcome back to The HX Revolution a journey that has taken us through the heart of what makes modern organizations not just functional, but human. If you’ve been with us from the beginning, you know this is more than a frameworkit’s a movement.

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CX Start-ups Innovation Customer Experience 156

The DiJulius Group

MAY 5, 2025

If you are in sales, an account executive, or business development, you want to stand out from all the other smart people who do what you do. Relying solely on your professional expertise will not be a differentiator. Professional expertise, by itself, is a commodity in your industry. You need something more. You want to. Read Full Article The post How to Build Incredible Connections in Client Meetings appeared first on The DiJulius Group.

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Sales CRM Customer Experience 84

Hodusoft

MAY 7, 2025

Why Real Estate Needs AI-Powered Call Centers? Effective communication. Unwavering trust. Strong interpersonal relationships. These have always been the foundation for the real estate industry. And always will be. However, thanks to technological innovation, the sector is undergoing rapid transformation. Clients expect faster responses, personalized service, and seamless experiences across every interaction.

Real Estate 52

Real Estate AI Compliance Government 52

SurveySensum

MAY 7, 2025

Its Monday morning. Your inbox? Overflowing. Your support team? Already behind. And the tickets? Coming in hot, from bugs to billing woes. Tickets are rolling in faster than your team can say, Well get back to you shortly. And while everyones racing to respond, customers are getting tired of waiting. And thats where things get risky. Because customers are 4X more likely to switch to a competitor if their issue is service-relatednot product-related.

Sentiment Analysis 52

Sentiment Analysis Machine Learning Net Promoter Score AI 52

The DiJulius Group

MAY 8, 2025

Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of. Read Full Article The post The Most Effective Ways to Train Gen Z on Customer Service appeared first on The DiJulius Group.

Customer Service 69

Customer Service 69

Adrian Swinscoe

MAY 9, 2025

We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show up in [] The post Agentic AI and building connections with customers in the moments that matter first appeared on Adrian Swinscoe.

AI 130

AI Artificial Intelligence Customer Relationship Customer Experience Management 130

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.

AI

Gainsight

MAY 9, 2025

If your AI strategy starts and ends with drafting emails, then you’re not alone. While AI continues to make headlines, it’s still shrouded in mystery. And as a customer success (CS) leader, if you don’t understand the differences under the hood, then you’re leaving insights, productivity, and revenue on the table. Many CS leaders hear AI and assume its all the same, but in reality, AI is an umbrella term that encompasses a range of different technologies that serve distin

AI 52

AI ML Scorecard Machine Learning 52

RateMyService

MAY 8, 2025

Why CX needs to navigate organisational complexity and deliver on your brandpromise Your complexity is not the customers problem When customers interact with your brand, theyre not thinking about your departments, systems or reporting lines. They only care about one thing: Can you meet my needsquickly, effortlessly and reliably? They expect your organisation to deliver on your brand promise as one seamless entity.

Close the Loop 52

Close the Loop Finance CX Engineering 52

The DiJulius Group

MAY 8, 2025

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that.

Mystery Shopping 54

Mystery Shopping Customer Service 54

SurveySensum

MAY 9, 2025

Are you truly listening to your patients? Because heres something to think about: two out of three patients have had a negative experience with a healthcare provider. Thats nearly half of your patients walking away with frustration that couldve been avoided. Thats why collecting patient feedback is key to improving care where it matters most. With the right patient satisfaction survey, you can uncover whats working, fix whats not, and create an experience where patients feel heard.

Healthcare 52

Healthcare Hospitality Hospitality Close the Loop 52

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.

Retail

Gainsight

MAY 9, 2025

As a customer success (CS) leader, you don’t need to tell your Chief Revenue Officer (CRO) that CS supports customers; they already know that. What you need to do is prove the business impact of CS. However, speaking purely in terms of retention, adoption, and relationships won’t cut it. You need to show that the CS teams actions protectand grow annual recurring revenue (ARR).

Customer Acquisition 52

Customer Acquisition NPS Engineering Sales 52

CX Network

MAY 5, 2025

Learn about conversational AI agents in APAC contact centers

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Contact Center AI 59

Doing CX Right

MAY 4, 2025

When customer experiences go wrong, they escalate to executives and damage your brand in public. Stacy Sherman shares how to fix the root causebefore it gets that far. The post The Hidden Cost of Executive Escalations And How to End It appeared first on Doing CX Right.

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CX Customer Experience 52

The Success League

MAY 8, 2025

Did you know you can join our CS Leadership Certification program when it works best for you? Each class is designed as a stand-alone so you can start your training when your schedule allows! If you are a newly-promoted or first-time CS leader , our Leading as a Manager 7-course series was built for you! If youre taking on building (or re-building) a CS program , then our Structuring Your CS Program 7-course series has what you need.

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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.

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Experience Investigators

MAY 6, 2025

Artificial intelligence is revolutionizing customer experiencebut are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common assumptions with a powerful statement: AI is neither artificial nor intelligent.

Artificial Intelligence 52

Artificial Intelligence CX Machine Learning AI 52

CX Network

MAY 5, 2025

Read this call to action for customer experience leaders to lead artificial intelligence or AI transformation

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Artificial Intelligence AI CX Customer Experience 59

InteractionMetrics

MAY 9, 2025

We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new information, including: What your response rate is really telling you 10 research-backed ways to increase survey response rates (without bribing people) How better surveys lead to better decisionsand better customer experiences And much more!

Customer Experience 52

Customer Experience 52

PeopleMetrics

MAY 8, 2025

The $10 million fraud scheme involving Op4G and Slice shocked the industry. And it should have. But here's what most people missed this fraud wasnt even sophisticated. It was carried out by real people manually taking fake surveys (using VPNs, screeners scripts, and coaching instructions) and they still got away with it for almost a decade. Heres the money quote from the indictment: These instructions included directions on how to answer survey screener questions, provided parameters on how lon

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AI Start-ups Engineering Gaming 62

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!

AI

Qmatic

MAY 5, 2025

Whether you work in healthcare, the government sector, higher education, or any other industry that provides appointment-based services, efficiently managing and coordinating resources such as staff, rooms, and equipment for appointments is essential for delivering high-quality services without unnecessary delays or scheduling conflicts.

Healthcare 52

Healthcare Government Education 52

SurveySensum

MAY 5, 2025

Looking for the best Typeform alternatives? Try SurveySensum – packed with AI-powered analytics, fully customizable surveys, real-time insights, and a lightning-fast 2-hour SLA support. Typeform is one of the many online survey tools that help users create interactive forms to collect customer data quickly. It is creative and is focused on helping businesses create forms with less friction.

Sentiment Analysis 40

Sentiment Analysis E-commerce Start-ups AI 40

InteractionMetrics

MAY 9, 2025

We’ve just updated our blog on Customer Experience Research Firms with even more insights and detailed breakdowns! It now contains tons of useful new information, including: How to tell the difference between CX research firms, survey software, and consultants so you choose the right partner for real insights, not just dashboards. The exact methods top research firms use like text analysis, service evaluations, and strategic NPS follow-up.

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Customer Experience NPS CX 40

Comm100

MAY 7, 2025

The best support agents in any organization are easily recognizable; they remain calm under pressure, are lightning-fast with their answers, and are extremely detail-oriented. Now imagine giving every agent on the team the same superpowers. Thats the promise of AI Copilots. Theyre not here to replace your team; theyre here to amplify their impact. From surfacing the right information at the right time to rewriting responses with perfect tone and clarity, AI Copilots work behind the scenes to rem

AI 52

AI Customer Service Start-ups Customer Satisfaction 52

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.

Actionable Insights

SugarCRM

MAY 9, 2025

Reps often scramble before account meetings to piece together customer history, recent orders, and buying trends. That means digging through CRM notes, ERP records, and scattered emails. Its not just inefficientits also a missed opportunity to make the customer feel truly seen. SugarCRM saves you time by instantly pulling together a polished deck based on your ERP and CRM data, past emails, and meeting notesso you walk in ready to talk about what really matters to them.

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CRM Sales Gaming 26

Retently

MAY 8, 2025

Table of Contents Key Takeaways Why Refunds Happen And Why Thats Okay The Real Problem: The Silent Good-bye Retaining Refunding Customers: What Actually Works Refund Recovery Tactics: How to Win Them Back From Refund to Referral: Its Possible Tools That Help Make It Happen Conclusion: Treat Refunds as a Start, Not a Stop Refunds usually feel like failure We lost the sale.

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Sales Close the Loop Start-ups CRM 90

Customer Experience Matrix

MAY 6, 2025

Scott Brinkers State of Martech report has grown from a one-page logo jigsaw to a small industry, co-authored with MartechTribes Frans Riemersma and apparently produced by a small army of elves reviewing thousands of products each year. The latest edition, released yesterday, provides the now-expected deep analysis of industry trends covering category growth, the impact(s) of AI, stack architectures, and more.

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B2C B2B CRM AI 62

Comm100

MAY 6, 2025

Improving service delivery in government and the public sector comes with unique challenges, especially in 2025. Governments must be accountable to citizens in a way that the private sector is never constrained by. While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they dont prioritize any demographic over the other.

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Government Omnichannel AI Artificial Intelligence 52

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.

B2C