Top 5 Customer Service & CX Articles for Week of February 3, 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.

Employee Detachment Threatens Customer Satisfaction by Andy Kemp

(Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode.

My Comment: I’ve said this many times before: What happens on the inside of an organization is felt on the outside by the customer. This article covers employees who are losing (or never had) pride in the companies they work for – specifically the pride in the quality and services they sell. (Last year I wrote an article about The Employee Hierarchy of Needs, and at the top of the pyramid is fulfillment.) How can you expect employees to be excited and fulfilled about working and engaging properly with customers if they are “detached,” which is how this problem is described? It’s imperative for companies to keep employees motivated and proud of the company they work for.

The 2025 Customer Service Transformation Report by Intercom

(Intercom) For years, we’ve tracked gradual changes – staffing struggles, rising customer expectations, the shift to digital-first. But AI has turned customer service upside down, forcing every team to rethink how they operate, scale, and deliver.

My Comment: I have the honor of working with Intercom, and they just released the 2025 Customer Transformation Report. This report is an overview of what’s happening in the customer service world and all the changes taking place because of AI. You’ll have to download the report, but it’s well worth taking a moment to do so. The insights shared are… dare I say it… “transformative.”

Are Your Cx Metrics Hurting Your Customer Experience? by Raj Sivasubramanian

(MarTech) Setting performance goals against CX metrics like NPS, CSAT or CES can backfire, demotivate employees and harm customer experiences.

My Comment: Using the right metrics can make a difference in understanding the opportunities, dangers, weaknesses, and more about your CX. The question I’m often asked is, “Which metrics are best?” It’s not which is best. Many are “best” based on how you use them. The key is to not use them for the wrong reasons. This article points out the problems that are associated with using the metrics the wrong way. The result can be a demotivated team and lower customer satisfaction scores.

61% of CX Practitioners Agree: Governments Should Mandate the Right to Speak to a Human In Customer Service by Floyd March

(CX Today) The study comes as the US Government strives to enforce “single button” human customer service

My Comment: This is an interesting article about governments requiring companies and brands to make it easier to connect to a live agent for support. Some companies make it easy to buy from them but make it hard – with lots of friction – to get help. It’s intriguing that the government wants to push this type of legislation. In the end, however, the customer will let the company know. If customers can’t get the support they need from one company, they may leave and try a different company hoping for a better result.

7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston

(Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective. A “set it and forget it” approach won’t engage today’s consumers. Regular reviews and updates are essential. Here are seven signs your loyalty program may need a redesign.

My Comment: Does my customer love my loyalty program… or not? Here are seven reasons why a loyalty program might fail. If you have a loyalty program and are experiencing any of these “symptoms,” it may be time to take a close look at how effective the program is.

BONUS

“What Twenty Years Is Worth To My Company”: 30 Of The Most Insulting Work Bonuses (New Pics) by Robyn Smith, Aurelija Rakauskaitė and Ieva Pečiulytė

(Bored Panda) People have been sharing the most ridiculous company bonuses, gifts and perks, and some are so strange they’re insulting: a rock, an empty tin, a handful of sweets. These are just a few of the random rewards that employees were expected to be grateful for.

My Comment: Appreciating customers and employees with gifts and cards can go a long way when doing it right. I was interviewed by Bored Panda about this topic, and the emphasis of their article turned to employee bonuses, gifts, and perks. I had a few ideas to share. When the article mentions that I completed an advanced masterclass in corporate gift giving, I was referring to what my late friend, John Ruhlin, taught me. There are plenty of bad examples of what companies have done for employees – may of which will make you laugh out loud.

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.