Top 5 Customer Service & CX Articles for Week of April 21, 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.

What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance

(Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in customer service alongside the takeaways from their usage.

My Comment: It’s not the topic of the day. It’s the topic of the year (and also last year). It’s GenAI, and it continues to improve. When used the right way, great results are achieved. Here are case studies from three recognizable brands and how they have found success using AI to create better customer service.

What 73% of Consumers Say About AI and the Customer Experience by John Smallwood

(Hotel-Online) As AI technologies become more prevalent in the hospitality industry, the challenge becomes even more pronounced. How can AI provide efficient, automated service without losing the human touch that makes guest interactions personal and memorable?

My Comment: As long as we’re on the subject of AI, here’s an interesting article about what customers are saying about it. What’s missing is empathy. As AI technologies become more prevalent in all industries (not just hospitality, which is the focus of this article), the human-to-human connection can be lost.

Study: Emotional Bonds Top Discounts in Driving Brand Loyalty by BusinessWire

(MarTech Cube) Bloomreach, the agentic platform for personalization, announced a new research report conducted with EMARKETER, “The Power of Trust and Emotions in Building Customer Loyalty.” Surveying more than 150 marketers, the report highlighted that today’s customers are less brand loyal than five years ago, with more than half of the study’s participants agreeing that marketing with an emotional message would resonate more than transactional or financial incentive-based marketing.

My Comment: How do you create loyalty? Create an emotional connection. Amanda Cole, CMO at Bloomreach, an agentic platform for personalization, sums it up well: “What truly drives lasting relationships is the emotional connection brands forge with consumers through personalized experiences… Companies that invest in understanding and responding to their customers’ emotional needs go beyond creating loyalty programs because it’s the thing to do – they’re creating brand advocates.” This article emphasizes the emotional connection, trust, and several other topics you must consider to create customer loyalty.

Five Expert Strategies to Boost Sales and Retain Customers in a Down Market by Rolling Stone Culture Council

(Rolling Stone) In a year marked by continued business closures and shrinking profit margins, declining sales remain one of the toughest challenges for companies trying to stay afloat. To regain stability, businesses must move beyond surface-level fixes and focus on proven strategies that drive revenue and strengthen customer loyalty.

My Comment: The market is down. There’s a lot of uncertainty about the short-term future. Consumers are concerned, if not downright scared. This article features five members of the Rolling Stone Culture Council who share their strategies and tactics on how to increase sales and keep customers coming back. By the way, these ideas are also great for doing the same in good financial times, as well!

Do You Focus on Volume Customers or Valued Customers? by Annette Franz

(CustomerThink) In today’s business environment, not all customers are created equal – nor should they be treated as such. While every customer contributes to a brand’s success in some way, understanding the difference between valued customers and volume customers is critical for building sustainable growth.

My Comment: Annette Franz is one of my favorite customer service and experience experts. In this excellent article, she shows the difference between volume customers, who may buy a lot but are transactional and have little or no loyalty, and valued customers, who are loyal, refer others, and are emotionally connected to the brand. It probably doesn’t come as a surprise that, over time, the valued customer is more profitable.

BONUS

Shep Hyken on Strengthening Customer Experience during Uncertain Times by Jasmine Daniel

(CBT News) Transparency is the most essential tool dealers have right now. Hyken encourages dealers to clearly explain why prices are rising and which specific components are impacted. Rather than avoiding the conversation, being upfront about the reasons behind price increases helps build long-term trust.

My Comment: I’m honored (again) to have been interviewed by Jim Fitzpatrick on CBT News. This article summarizes the interview, which is about how to strengthen customer experience when companies are forced to raise prices due to inflation and tariffs. Be sure to watch the video, too.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.