ShepHyken
APRIL 13, 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. Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins (TotalRetail) Heres a strategy to please everyone from every generation.
Adrian Swinscoe
APRIL 13, 2025
For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator. As a result, you will [] The post Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns first appeared on Adrian Swinscoe.
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DCX
APRIL 13, 2025
📌🚀 Make faster, smarter CX decisions in under 10 minutes—free for a limited time. 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. You’ll get plug-and-play prompts to: ✅ Rank initiatives by ROI, urgency, and feasibility (Prompt #7 = game changer) ✅ Clarify impact and align projects with business
Doing CX Right
APRIL 13, 2025
AI voice agents are already on the front lines of customer experience translating, troubleshooting, and learning from every call. But here's the twist: the real ROI isnt in automation. Its in how you design the experience. Stacy Sherman and Richard Lin reveal the high-stakes decisions that turn voice AI from a cost-saver into a brand-builder. The post AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI appeared first on Doing CX Right.
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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.
Forrester
APRIL 14, 2025
After the stock market and hopes of consumer electronics companies like Apple were buoyed by news of a tariff reprieve on consumer electronics on Friday, they were rapidly dashed by reports that no such exception was in the offing. Instead, these categories were moved to a different bucket.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BirdEye
APRIL 14, 2025
The best time to post on Instagram Australia isnt just a trending search queryits a real concern for businesses trying to turn scrolls into sales. You post regularly. You try everything from hashtags to Reels. Yet your content still seems to vanish. Whats going wrong? Often, its not what you post but when. Most Australian businesses overlook timing, yet it directly affects reach, visibility, and conversion on Instagram.
SurveySensum
APRIL 14, 2025
Are your customers truly happy and satisfied with your brand? Understanding and measuring customer satisfaction and loyalty is very crucial, yet many businesses struggle to do that. Thats where NPS ( Net Promoter Score ) can be your closest ally. By categorizing customers into promoters, passives, and detractors, you will get a clear picture of your customer sentiments.
rethinkCX
APRIL 12, 2025
Discover 12 ways to enhance customer experience in 2025 with strategies, trends, and insights. Boost CX with RethinkCXs expert tips.
Forrester's Customer Insights
APRIL 14, 2025
Forresters 2025 top 10 emerging technologies report reveals a major shift in the tech landscape, driven by AI acceleration and changing market dynamics. Longtime list members extended reality and Zero Trust edge are stepping back, making room for two fast-moving innovations one of which was virtually unknown just a year ago. The earlier release gives tech leaders more time to strategize and align with upcoming breakthroughs in AI and beyond.
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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.
BirdEye
APRIL 14, 2025
In the dynamic world of digital marketing, staying ahead means showing up at the right moments with the right message. Thats where a well-planned social media calendar UK comes init helps you align your content with key dates, holidays, and trending events that truly resonate with your audience. From national celebrations to quirky awareness days, tapping into timely moments boosts engagement and keeps your brand relevant and top of mind.
SurveySensum
APRIL 14, 2025
Did you know each year more than 30,000 new consumer products are launched and 95% of them fail – Harvard Business School No one wants to be in that 95% category, right? But how to avoid it? How to create a successful product that fits the market needs, resolves customer challenges, and also has a competitive edge? A Product Feedback Tool is an answer.
rethinkCX
APRIL 12, 2025
In 2025, optimizing your digital customer journey is key to boosting customer experience and conversions. Discover the latest trends, strategies, and industry-specific tips to create seamless digital experiences that drive loyalty and growth.
Forrester's Customer Insights
APRIL 14, 2025
Effective digital leaders treat strategy as both a verb and a noun: A cycle of work and outputs that sets an organizations direction and continuously explores new ideas. A Strategy-on-a-Page is an output that lays out the essential components of your digital strategy on a single page.
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.
BirdEye
APRIL 13, 2025
In 2025, Pinterest UK is no longer just a digital mood boardits a fully-fledged marketplace where discovery, inspiration, and shopping seamlessly collide. Whether you’re a content creator, a brand, or a small business owner, Pinterest has evolved into one of the most powerful platforms for turning visual inspiration into real-world consumer action.
Forrester's Customer Insights
APRIL 14, 2025
On March 18, Adobe announced its agentic AI roadmap at Adobe Summit. Listening to the keynote presentations and watching the demos at Adobe Summit, I was impressed with their visions potential, the scope of change it portends, and the degree to which they featured B2B use cases and examples.
Forrester's Customer Insights
APRIL 14, 2025
Cloud vendors are focusing on bringing AI solutions to their customers in ways that address sovereignty concerns rising from the mounting geopolitical instability globally. Just in the first two weeks of April, we have seen this at KubeCon Europe 2025 and at Google Cloud Next 2025 in Las Vegas.
Forrester's Customer Insights
APRIL 13, 2025
The US Federal Trade Commission sees Meta in court, starting tomorrow. Its the culmination of a nearly six-year investigation on whether Meta has a monopoly on the personal social networking market or not.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
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