CX Journey

JUNE 18, 2025

A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership , including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address and build on because customer experience has often been viewed as a soft functional discipline, centered around surveys, journey maps, and service touchpoints.

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Customer centricity Government Journey mapping Virtual Agent 86

Contact Center Pipeline

JUNE 18, 2025

Over the years, we have had the privilege of sharing the pages of Contact Center Pipeline with so many industry leaders with generous spirits, who are wonderful mentors and friends. This month, in honor of her retirement, I would like to share my appreciation for one of the best, Kathleen Peterson.

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Contact Center Call Center Customer Experience 130

Customer Think

JUNE 18, 2025

A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them.

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Customer Experience Marketing 53

AWS Machine Learning

JUNE 18, 2025

Developing robust text-to-SQL capabilities is a critical challenge in the field of natural language processing (NLP) and database management. The complexity of NLP and database management increases in this field, particularly while dealing with complex queries and database structures. In this post, we introduce a straightforward but powerful solution with accompanying code to text-to-SQL using a custom agent implementation along with Amazon Bedrock and Converse API.

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APIs Enterprise Best practices Management 82

Speaker: Brendan Sweeney, VP of Global Sales at Allego

In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry expert Brendan Sweeney for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.

Coaching

FluentStream

JUNE 18, 2025

By Caley Dow, VP Operations, FluentStream One of the most common things we hear from new customers is this: “I can’t believe I got a real person on the phone — right away.” It’s usually said with a mix of. Read More The post How We Built Award Winning Support Without Tickets or Bots appeared first on FluentStream.

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Personalization 52

Calabrio

JUNE 18, 2025

Workforce Management How to Build a Workforce Management Plan Jump ahead Key Takeaways What Is a Workforce Management Plan? The Benefits of Strategic Workforce Management Core Steps to Building Your Workforce Management Plan Implementing Your Workforce Management Plan Common Workforce Management Challenges and Solutions Closing Thoughts: Take Your Workforce Management to the Next Level with Calabrio Share Book a demo Let’s get started Contact center leaders know the familiar cycle all too well:

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Management Schedule adherence Contact Center Self service 52

Customer Think

JUNE 18, 2025

Retirement isn’t what it used to be. Across the globe, a growing wave of professionals over 60 are working remotely while living abroad. Often called “gray nomads,” these individuals are quietly reshaping what it means to age in the digital era.

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Customer centricity Customer Experience Employee engagement 66

AWS Machine Learning

JUNE 18, 2025

Meetings play a crucial role in decision-making, project coordination, and collaboration, and remote meetings are common across many organizations. However, capturing and structuring key takeaways from these conversations is often inefficient and inconsistent. Manually summarizing meetings or extracting action items requires significant effort and is prone to omissions or misinterpretations.

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APIs Engineering Benchmark Enterprise 71

Customer Think

JUNE 18, 2025

Every week, your support team solves dozens of issues that have already been solved before. But instead of knowledge building up it vanishes into Slack, Teams messages, shoulder taps, or one-off tickets. “We already have a knowledge base.” This is a common response I hear when I ask support leaders about their knowledge strategy.

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Think QA is going fully AI? Not so fast. Leaders are discovering that while automation can help scale QA, it still takes human insight to make the data useful. C2Perform and CX expert Justin Robbins of Metric Sherpa teamed up to explore that balance in this practical new guide. From managing AI fatigue to improving coaching, feedback, and trust, you'll get a clear-eyed look at what works today and what to avoid.

Coaching

AWS Machine Learning

JUNE 18, 2025

In this post, we explore how generative AI can revolutionize threat modeling practices by automating vulnerability identification, generating comprehensive attack scenarios, and providing contextual mitigation strategies. Unlike previous automation attempts that struggled with the creative and contextual aspects of threat analysis, generative AI overcomes these limitations through its ability to understand complex system relationships, reason about novel attack vectors, and adapt to unique archi

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APIs Analytics Big data Scripts 65

Balto

JUNE 18, 2025

If your agents are on the phone all day but your resolution times are lagging, you might have an Average Handle Time (AHT) problem. At Balto , we help contact centers improve efficiency and customer experience in real time. One of the most important metrics we track? Average Handle Time (AHT). In this article, we’ll break down what AHT is, why it matters, how to calculate it, and how to improve it using AI-powered tools.

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Customer Think

JUNE 18, 2025

In a world where expectations are measured in moments, customer experience (CX) has become the battleground for competitive advantage. Yet despite billions invested in CX strategies, many organizations still struggle to deliver experiences that truly align with customer needs -and, more importantly, to translate those experiences into measurable business value.

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Customer Experience Enterprise Technology 45

Concentrix

JUNE 18, 2025

Skip to content Careers English Search Generative AI & Application Management improves customer satisfaction, operational agility, and efficiency Our client, a leading automotive powerhouse and one of Indias largest passenger vehicle manufacturers, has maintained a trusted strategic partnership with Concentrix for over 12 years. Industry: Automotive Industry: Automotive ~40% faster response and incident classification through AI Triage & Analysis 50% reduction in hot fixes 100% improved

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Automotive Management Transportation Government 62

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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.

Contact Center

Customer Think

JUNE 18, 2025

Three out of four people say what they value most has fundamentally changed in the past five years. This isn’t a trend. It’s a rewiring of consumer behaviour. And it means that your experience strategy may be stuck in an outdated operating system.

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Personalization Customer Experience 45

Injixo

JUNE 18, 2025

When discussing the future of WFM, we usually associate it with automating operations. We think of AI-driven WFM systems that deliver enhanced processes, precise forecasts, optimized schedules, and automated responses. As AI systems mature, they will further impact the contact center industry. But the opportunity here lies in the how. For WFM leaders, this means shifting their focus from purely operational thinking to experience design.

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Customer Think

JUNE 18, 2025

Podcast Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge.

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Management Enterprise Technology Customer Experience 45

Concentrix

JUNE 18, 2025

Transforming declining customer relationships into lasting connections through intelligent intervention strategies for an India-based insurance provider.

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Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

Customer Think

JUNE 18, 2025

When today’s buyers initiate contact with a company through its website, they’re expressing interest and opening the door to a conversation. For Readymode, a leader in predictive dialing software, that moment of first contact became the spark for a complete reinvention of their sales and customer experience.

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Customer centricity Sales Customer Experience Enterprise 45

Concentrix

JUNE 18, 2025

A guide to how cybercriminals cash out and how financial institutions can detect money laundering through a financial crime program.

Finance 48

Finance Banking Management 48

Customer Think

JUNE 18, 2025

Imagine walking into a store where every product is perfectly tailored to your taste, every question is answered before you even ask, and every problem is solved with a few clicks. Sounds like a perfect shopping experience, right? You can provide this experience to your customers with a self-service customer portal.

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Self service Sales Marketing Technology 45

Concentrix

JUNE 18, 2025

Skip to content Careers English Search Blog How to Supercharge Your Content Supply Chain with Personalized Experiences One-size-fits-all content has become a thing of the past as we enter an era of personalized experiences. As marketers face mounting pressure to launch more campaigns at greater speed and scale, the demand for content continues to soar.

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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.

Cloud contact

Customer Think

JUNE 18, 2025

Every day, there are dozens of articles on LinkedIn about how to make your company an “AI-First” company. They are sadly similar; you only have to read one to understand the basic concepts. And the articles always end with the doomsday message: “If you don’t do this, you’re toast.” We all know that.

Enterprise 45

Enterprise Technology 45

Dialer 360

JUNE 18, 2025

As the world becomes increasingly digitally connected, it is getting smaller. You may simply contact someone and start a conversation from anywhere. In the past, communication depended on conventional methods, such as telegraphs and landlines. But Voice over Internet Protocol (VoIP) makes the process less complicated. However, in telecoms, it signifies something else.

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voip Interactive Voice Response Inbound sales Telemarketing 26

Customer Think

JUNE 18, 2025

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Personalization 49

Personalization Enterprise Technology 49

CCNG

JUNE 18, 2025

As contact centers evolve in the age of automation, the demand for agentic AI solutions —AI systems that can perform tasks autonomously and interact intelligently with users—has never been greater. But with so many vendors and technologies on the market, how do decision-makers separate marketing hype from measurable impact? The answer lies in key performance metrics.

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Contact Center Metrics Average Handle Time CCNG 195

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

Zappix

JUNE 18, 2025

Outreach Isn’t What It Used to Be In the past, outreach meant sending a text or email and checking a box. Appointment reminders. Billing alerts. A seasonal promotion that looked the same for every recipient. But in 2025, that approach feels out of step. Customer expectations have changed. People now expect communication to be timely, personal, and purposeful.

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Multichannel Interactive Voice Response Self service Transportation 52

Go Hire- ContactCenter

JUNE 18, 2025

Dont Get Burned with Recruiting AI Vendors with Jeff Pole In this episode of GoHire Talks , Jonathan Duarte sits down with Jeff Pole , CoFounder & CEO of WardenAI , to explore the compliance complexities and promise behind recruiting AI tools. Jeff shares how WardenAI conducts independent audits to certify that Recruiting AI tools are fair, transparent, and legally defensible.

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Engineering Enterprise Technology Personalization 52