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. The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations […]
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.
(CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.
My Comment: Just two weeks ago, Medallia Experience 2025 took place in Las Vegas, bringing together CX leaders and practitioners from around the world to discuss the trends, changes, and opportunities in CX. The first article in this week’s Top Five roundup features a recap of how culture, AI, and leadership work to create the best experience (for both employees and customers).
(Destination CRM) It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers whose experiences with companies met or exceeded expectations spent 140 percent more than customers who had negative experiences. Additionally, customers with higher satisfaction levels are 74 percent more likely to still be customers a year later, compared to only 43 percent who rate their customer experiences as poor.
My Comment: We’re in April, and there are still articles about top trends for 2025. I appreciated the stats and findings shared in the article, which emphasize the importance of a good CX. Even with the help of AI, there is still much work to be done. And here’s my prediction based on these trends (and what I know about AI). The near future – in less than a year – will see great improvements in CX for the companies who are investing in the new technology and leaving legacy systems behind.
(MarTech) The future of CX isn’t just personalized — it’s nostalgic. Learn to use past moments to create deeper customer connections.
My Comment: “Memory-driven CX” is recognizing your customer’s past experiences. When I go to a hotel, and the front desk agent says, “Welcome back. Last time you were here, we had you in a beautiful corner room. Would you like that room again?”, they don’t actually remember me, but the computer does. As that employee looks at the screen, they share knowledge of my prior experience, which enhances this interaction. Smart brands are finding ways to leverage these memories to create experiences that get customers to say, “I’ll be back!”
(CX Network) A customer journey is a structured series of interactions between a business (brand) and its customer. The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn or enhance brand loyalty.
My Comment: The author of this article defines the customer journey as “A structured series of interactions between a business (brand) and its customer. The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn, or enhance brand loyalty.” The author then breaks down some key components of the journey and shares some additional ideas. The conclusion is that managing digital-to-physical (and vice versa) journeys is important and necessary to remain competitive and successful.
(TechTarget) Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
My Comment: This article addresses the gaps in customer service that cause customers to switch companies or brands. It doesn’t surprise me that five of these gaps include AI. Only the fifth one touches on the problems with staff not being properly trained or the need for more people to support live customer support calls or chats. There are other gaps to consider, but this list is a good way to start a conversation around what gaps you might have that push customers away.
(Call Centre Helper) AI is playing a growing role in customer service, with more companies integrating it into their support systems. Customers are increasingly using AI to resolve issues, and confidence in its ability to handle complex queries is rising. However, concerns remain about accuracy, and many still expect access to human support when needed.
My Comment: Our good friends at Call Centre Helper interviewed me about the findings in my 2025 customer service and CX research (available by clicking on the link). This is an excellent recap of some of the most important topics and findings in the research, including generational differences in AI, the need for human backup, and more. Here’s a great stat from the video (and the report): 61% of Gen Zs, that’s the younger generation, have successfully used AI for support versus just 32% of Baby Boomers. That’s a BIG difference! Enjoy the video!
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.
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