Doing CX Right
MARCH 30, 2025
Marketing attracts customers, but customer experience keeps them coming back. Stacy Sherman and Nicole Donnelly explore how businesses can align Marketing and Customer Experience to drive loyalty, growth, and long-term successwithout treating them as separate strategies. The post Customer Experience Vs. Marketing: Which One Truly Drives Growth? appeared first on Doing CX Right.
Experience Investigators by 360Connext
APRIL 1, 2025
What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes.
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rethinkCX
APRIL 1, 2025
Customer experience (CX) isnt a one-size-fits-all game. In call centers, where every interaction shapes a brands fate, CX bends and shifts depending on the industry. Retail thrives on speed and sparkle, SaaS leans on precision and problem-solving, and healthcare demands empathy above all. At rethinkCX, weve seen these differences play out, revealing unique challenges and wins for each sector.
eglobalis
MARCH 30, 2025
[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.
Speaker: Kevin Burke, Founder & Managing Director at Digital One and AI & Automation Consultant
AI and automation are currently transforming the way sales and marketing teams operate. Generative AI crafts personalized outreach at scale, while conversational AI bots are engaging prospects in real time. Robotic process automation streamlines manual workflows by triggering tasks the moment a prospect takes a key action, and advanced AI analytics surface hidden patterns in the pipeline, improve forecasting, and help teams make data-driven decisions with confidence.
BlueOcean
APRIL 1, 2025
Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ECXO
MARCH 31, 2025
Welcome to the HX Revolution The Future of Business Transformation Starts Here Hey there, and welcome! If youre reading this, youre probably: 1. Frustrated with how businesses talk a big game about transformation but never truly change. 2. Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. 3.
AWS Machine Learning
APRIL 3, 2025
Inspecting wind turbines, power lines, 5G towers, and pipelines is a tough job. Its often dangerous, time-consuming, and prone to human error. Thats why we at Amazon Web Services (AWS) are working on AI Workforcea system that uses drones and AI to make these inspections safer, faster, and more accurate. This post is the first in a three-part series exploring AI Workforce, the AWS AI-powered drone inspection system.
Calabrio
MARCH 31, 2025
Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI. Since ChatGPT captured the worlds attention at the end of 2022, its been off to the races, with a host of new models, solutions, and use cases entering the fold.
The DiJulius Group
APRIL 3, 2025
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
ShepHyken
MARCH 30, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said.
AWS Machine Learning
APRIL 3, 2025
Every year, AWS Sales personnel draft in-depth, forward looking strategy documents for established AWS customers. These documents help the AWS Sales team to align with our customer growth strategy and to collaborate with the entire sales team on long-term growth ideas for AWS customers. These documents are internally called account plans (APs). In 2024, this activity took an account manager (AM) up to 40 hours per customer.
Calabrio
MARCH 31, 2025
Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. While that eye-popping sum might be new to you, youre probably familiar with the fact that disengaged teams dont make for great results within the contact center.
Thematic
MARCH 30, 2025
Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next.
Speaker: David Worrell, CFO, Author & Speaker
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
ShepHyken
MARCH 31, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an “unbreakable” customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience? What common mistakes do businesses make in providing effortless customer experiences?
AWS Machine Learning
APRIL 1, 2025
Foundation models (FMs) and generative AI are transforming enterprise operations across industries. McKinsey & Companys recent research estimates generative AI could contribute up to $4.4 trillion annually to the global economy through enhanced operational efficiency, productivity growth of 0.1% to 0.6% annually, improved customer experience through personalized interactions, and accelerated digital transformation.
Kayako
APRIL 2, 2025
Imagine calling customer support and being greeted by an AI helpdesk that instantly understands your issue, provides accurate solutions, and resolves your problem efficientlyall without waiting on hold. As AI technology advances, this scenario is becoming a reality, and many consumers are embracing the change. For instance: A banking customer calls to report a lost card and an AI assistant immediately verifies their identity and instantly freezes the card, preventing fraud.
Thematic
MARCH 30, 2025
Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. If done right, it helps create better products, services, and stronger customer relationships.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Brandwatch CX
APRIL 1, 2025
Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. According to a recent Dimension Data report , 35% of all contact centre interactions are already digital and if growth continues at the current rate it will overtake telephone contact by 2017. Social customer service costs around $1 per interaction , six times cheaper than phone support costs.
AWS Machine Learning
APRIL 1, 2025
Generative AI has emerged as a powerful tool for content creation, offering several key benefits that can significantly enhance the efficiency and effectiveness of content production processes such as creating marketing materials, image generation, content moderation etc. Constitutional AI and LangGraph s reflection mechanisms represent two complementary approaches to ensuring AI systems behave ethically with Anthropic embedding principles during training while LangGraph implements them during
Interactions
APRIL 2, 2025
For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation.
Thematic
MARCH 30, 2025
Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.
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.
Blake Morgan
APRIL 1, 2025
Weve all felt itthe hesitation before making a big decision. The unanswered question. The lingering doubt. Its not a lack of information that slows us downits a lack of certainty. Todays customers arent resisting change; theyre searching for confidence.
AWS Machine Learning
APRIL 1, 2025
AWS App Studio is a generative AI-powered service that uses natural language to build business applications, empowering a new set of builders to create applications in minutes. With App Studio, technical professionals such as IT project managers, data engineers, enterprise architects, and solution architects can quickly develop applications tailored to their organizations needswithout requiring deep software development skills.
Maru Group
APRIL 3, 2025
If theres one thing you can predict at the moment, its just how unpredictable the world seems to be. In light of some of the most turbulent economic conditions weve seen for some time, not to mention global uncertainty surrounding changes to tariffs coming from the United States, the prevailing opinion seems to be that no-one knows what tomorrow will bring.
Thematic
APRIL 3, 2025
By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Why? Because customers are tired of slow responses, generic replies, and unresolved issues. Text analytics —especially when powered by AI—is changing that. It helps businesses make sense of messy, unstructured feedback and turn it into something that actually improves service, products, and customer relationships.
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
CSM Magazine
APRIL 3, 2025
The next generation of the internet, Web3, is here. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in. The goal? Better customer experiences. But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? The Power of Decentralization One of Web3’s core concepts is decentralization.
AWS Machine Learning
APRIL 3, 2025
This post is co-written with Emrah Kaya and Xinyi Zhou from Omron Europe. Data is one of the most critical assets of many organizations. Theyre constantly seeking ways to use their vast amounts of information to gain competitive advantages. OMRON Corporation is a leading technology provider in industrial automation, healthcare, and electronic components.
DCX
MARCH 30, 2025
📌🚀 Unlock Your CX Superpowers with 32 Game-Changing GenAI Prompts Say goodbye to overwhelm and hello to crystal-clear prioritization. Download your free set of 32 GenAI prompts right now. Prioritize smarter, communicate better, and achieve tangible results—starting today. Use these prompts with your favorite AI Chatbot to evaluate, prioritize, and communicate your CX initiatives more effectively.
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