Adrian Swinscoe
JUNE 4, 2025
This is a guest post by Dave McEvoy, the Director and founder of DMAC Media. When browsing online for a product or service, most of us [] The post Low intent, high value: Why casual browsers matter more than you think first appeared on Adrian Swinscoe.
eglobalis
JUNE 3, 2025
Introduction: The Orchestrating Power of Customer Experience Across Customer Success, Customer Service, and Professional Services CX as an Organizational Culture and Philosophy Customer Experience (CX) today is not a department or a single functionit is a company-wide philosophy and a strategic framework. It represents the sum of every interaction, moment, and emotional outcome a customer has with a brand.
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Callminer
JUNE 4, 2025
CallMiner is a Leader in The Forrester Wave: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report. Read this blog to learn what makes CallMiner standout in the market.
Futurelab
JUNE 6, 2025
#NoBullshitCX Last week I talked about knowing who your promoters are and what triggers them to actually talk about you. The same lesson came up again when we worked with a major Japanese car brand – but with a whole new twist. We found three distinct types of promoters, each with very different motives for recommending a brand. We nicknamed them the Guru, the Bulldog, and the High Priest.
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
CX Network
JUNE 2, 2025
CX Network's top 30 people making an impact on contact centers
ECXO
JUNE 2, 2025
The Future of Work is HX: What Comes Next? Welcome to the Grand Finale of the HX Revolution Here we are. Article 10. The final chapter in The HX Revolution series. If youve walked this journey from the beginning, thank you. If youre just arriving, welcome to the fire. Weve spent the last nine articles exploring how Human Experience (HX) is not just a philosophy or buzzword, but a blueprint for transforming work, leadership, culture, and lives.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Lumoa
JUNE 5, 2025
Netigate Product News for May 2025 Hey First name ! Lovely seeing you again, back with more exciting Netigate updates! We have had a doozy of a month, with lots of features that we think will make Netigate better for you. Let’s get started! New Look, Same News We’ve updated the look and feel of the Product News to better align with our new product offering.
Doing CX Right
JUNE 5, 2025
Why are brands still measuring customer satisfaction? It once made sensebut does it now? Explore what this metric is missing & why it matters. The post Still Measuring Customer Satisfaction? That Might Be the Problem appeared first on Doing CX Right.
PeopleMetrics
JUNE 5, 2025
Gen Z and Millennials aren’t harder to reach, they’re just not where most companies are looking. They make decisions in real time, across a landscape that’s fast, fluid, mobile, and social. They don’t “go online.” They live online. If you’re not showing up in the places where they discover, evaluate, and act, you’re not just irrelevant. You’re invisible!
Help Scout
JUNE 4, 2025
Generative AI and machine learning can do incredible things, but when you're trying to help customers the stakes can be very high. Recent failures of AI chat bots are worth considering as we all roll AI into our service organizations.
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.
Lumoa
JUNE 5, 2025
Lumoa Product News for April 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Ask AI Filter Recognition Ask AI can now tell you a list of all Filters its able to see! This will, in the vast majority of times, just be a list of all the background variables associated with your data.
The DiJulius Group
JUNE 5, 2025
Summary In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into the ‘nevers and always’ framework, Read Full Article The post 207: The Customer Bill of Rights appeared first on The DiJulius Group.
PeopleMetrics
JUNE 3, 2025
Most companies still make the bulk of their revenue from Gen X and Boomers. Thats not surprising, these older generations have more wealth, more established routines, and more brand loyalty. But heres the hard truth: Building your future on the past is not a viable strategy. If your growth depends on aging customers, youre on borrowed time. Gen Z and Millennials now make up nearly half the population and their influence is only growing.
CX Journey
JUNE 4, 2025
Last year I wrote a wildly popular article about Debunking Your Biggest Customer Experience Misconceptions. Since then, as you know, I’ve written a book titled Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success , and I’ve put a heavier focus on employee experience this year. So, why don’t we switch gears and talk about some of the myths surrounding employee experience.
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.
CommBox
JUNE 5, 2025
Speed Is the Moat: Future-Proofing Your CX Journeys Shavuot is one of my favorite holidays. In Israel, it marks the wheat harvestone of the biblically ordained Three Pilgrimage Festivalsand celebrates an eternal cycle: plant nurture reap start again. During the long weekend I read a post called Moats in the Age of AI. Its central idea hit home for both agriculture and tech: what you harvested last season wont feed you next year unless you keep planting and tending.
The Success League
JUNE 5, 2025
By Whitney Littlewood In today’s fast-paced SaaS landscape, Customer Success leaders are expected to not only retain and grow revenue but also influence strategic direction at the executive table. The key to being heard, respected, and trusted in those rooms isn’t just charisma or confidence—it’s customer mastery - which means knowing your customers better than anyone else.
CX Network
JUNE 6, 2025
Customer Experience Inspiration and Insight Content CX Reports CX Guides News Articles Interviews Videos Webinars White Papers Content Hubs Insight by Coveo Insight by Cyara Insight by Freshworks Insight by Genesys Insight by NICE Insight by Qualtrics Insight by Sprinklr Insight by SurveyMonkey Insight by Talkdesk Insight by Twilio Insight by Zendesk Insight by Zoom CX Replay Videos CX All Access & Events All Access: Free CX Webinar Series Conferences Exchanges Webinars Sponsorship About Abo
SurveySensum
JUNE 5, 2025
You need feedback. Fast. Actionable. Reliable. But when you start exploring tools like Delighted and SurveyMonkey, things suddenly feel overwhelming. Maybe your current survey tool is too basic it lets you send surveys, sure, but doesnt help you understand why your customers feel the way they do. Or maybe its the opposite; too complex, bloated with features youll never use, confusing dashboards, and reporting thats anything but real-time.
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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.
Gainsight
JUNE 5, 2025
The evolution of customer success (CS) has been astonishing to see. What started as an extension of support turned into a strategic partnership with customers. Todays CS teams function more like revenue drivers for organizations around the world. During the first decade, changes happened naturally within CS teams. But in the last few years, with the development and implementation of AI, the potential for growth is exponential.
Hodusoft
JUNE 4, 2025
Contact Center Software for High-Volume Betting Calls The online betting industry attracts millions of people to try their luck. The medium may be virtual but the stakes are real. And, more often than not, high. Real money. Real users. And real-time engagement and interactions. Oh yes, whether it’s a poker player unable to complete KYC, a fantasy cricket user with withdrawal concerns, or a rummy player with some queries, betting companies face thousands of support interactions daily.
Experience Investigators
JUNE 3, 2025
Your Step-by-Step Guide to Realigning, Refreshing, and Reigniting CX Strategy Lets face it: January feels like it was years ago once summer starts. Back then, you mapped out ambitious goals and kicked off initiatives meant to delight customers and move the business forward. But no matter how well you plan, reality has a way of surprising younew customer behaviors, internal shifts, unexpected challenges, and enticing new opportunities.
SurveySensum
JUNE 6, 2025
Too many customer complaints on Twitter ? With 500 M+ tweets flying out daily, it’s where customers vent, praise, and spill the tea. But scrolling through noise isn’t enough. You need to know what your customers are saying. . or even what’s said about your competitors! Well, AI-Text Analytics software analyzes them instantly – with no manual effort!
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!
The Success League
JUNE 5, 2025
Strengthen your leadership. Accelerate your impact. We’re thrilled to unveil a fresh collection of 1:1 coaching programs tailored specifically for the unique challenges of Customer Success. Whether you're looking to grow your team , boost revenue , or refine your leadership edge , these offerings are designed to help you make measurable progress. Led by our seasoned coaches , Russell Bourne , Whitney Littlewood , Alli Tiscornia , and Kristen Hayer , each program combines deep industry expertise
Doing CX Right
JUNE 1, 2025
Customer Experience (CX) is in every mission statementyet rarely in practice. Stacy Sherman and Sean Albertson reveal whats going wrong behind the scenes and how to change it. The post Why Customer Experience Is FailingAnd How To Do It Right appeared first on Doing CX Right.
CX Network
JUNE 3, 2025
Discover how the tech advancement in APAC is transforming customer expectations
SurveySensum
JUNE 2, 2025
Over 92% of people read reviews before buying a product. On the Google Play Store, App Store, or Google Business listings, you have come across product reviews some glowing, some grumbling. On their own, they might appear to be noise. Together, though? They are a treasure trove of raw user emotion, which is precisely what product review sentiment analysis draws from.
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.
Experience Investigators
JUNE 3, 2025
What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways. In this CX Pulse Check, John Garrett, author of What’s Your And?, shares how companies that invest in employee experience see powerful returnslike 28% revenue growth and 50% higher sales from customer-facing teams who feel valued.
InteractionMetrics
JUNE 5, 2025
We’ve completely updated our blog on how to analyze open-ended survey responses. The core ideas still apply—but now we go further, showing: Why sentiment analysis alone is misleading How AI overcounts repeated comments Where qualitative research truly shines What a good tagging and dashboard process looks like When human researchers are essential for accurate insights If you’ve been relying on theme summaries or sentiment scores, this post shows how to go deeper—and get the clarity your customer
Help Scout
JUNE 3, 2025
Wondering how to use Help Scout as a marketer? Here's how our team uses it to learn more about our product, better meet the needs of our customers, and deliver delight each day.
SurveySensum
JUNE 4, 2025
Want to migrate from qualtrics but worried about All the data imported from Qualtrics to your next CX software End-to-end implementation time and cost Support required from end to end. Ive found many businesses that are migrating away from Qualtrics switching to smarter, more scalable solutions. Well, SurveySensum is not just an alternative, but a better choice.
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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