Employee and Customer Experience
Latest Employee and Customer Experience news freshly curated for you as of 10 a.m. ET Jun. 1. Learn more about innovative developments, discover emerging trends and read expert perspectives.
Today's Highlights
- AI is revolutionizing customer feedback with real-time analysis and AI-moderated interviews, allowing companies to move beyond averages and understand the 'edge cases' that drive memory.
- Leaders are burning out from 'performing' rather than leading, creating a 'conviction deficit' that erodes trust and prevents real issues from being addressed.
- The demise of Spirit Airlines, which competed solely on price, and the success of United's premium strategy prove that customer experience is a durable competitive moat.
Sources
In The Spotlight
Dive deeper into key discussions within the world of Employee and Customer Experience with a curated selection of important articles offering valuable perspectives.
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Three Strategies To Amplify Conversation Intelligence
Behavioral analytics can surface issues customers may not explicitly report. A customer may abandon a checkout page repeatedly without ever contacting support.
ByGary Drenik,
Contributor
The Future Of Customer Feedback Is Real Time And AI-Powered
AI is transforming customer feedback with real-time insights, smarter surveys, and deeper CX analysis that help companies improve faster and build loyalty.
ByShep Hyken,
Contributor
Adding Digital Horsepower To Our Flywheel: Integrated Customer Engagement
Brands that effectively integrate technology into their customer experience can begin to leverage 21st-century brand-building to keep their strategic flywheel turning.
ByClifford Hudson and Craig Miller,
AuthorVoice
How To Create Concierge-Level Experiences In An AI-Fueled World
AI should enhance, not replace, human connection in customer experience. Learn how businesses can use AI to create concierge-level service.
ByShep Hyken,
Contributor
Makers Of Popular Nectar And DreamCloud Mattresses Agree To $9 Million Fiberglass Settlement
Customers claim the fiberglass in their mattresses led to financial loss, property damage and health issues. See if you’re eligible to submit a claim.
Forbes Staff
Why Spirit Airlines Failed And United Is Winning: Customer Experience Matters
Spirit Airlines just shut down. United's stock has doubled. Same industry, opposite strategies. The lesson for CMOs: customer experience isn't a cost, it's a moat.
ByRoger Dooley,
Contributor
4 Ways Innovation Enhances Employee Experience And Engagement
Intentional innovation, from hiring to collaboration to mission, directly improves employee engagement and retention. Why and how included.
ByDavid Henkin,
Contributor
Why Leaders Burn Out From Performing Not From Working Too Hard
Discover how the conviction deficit impacts leadership, erodes trust, and exhausts teams. Learn to lead authentically and close this critical gap.
ByGlenn Llopis,
Contributor
Some Way Stations In The AI 2027 Road Map
AI 2027 scenario warns rapid self-improving agents could deceive humans, outpace control, dominate development trajectories. Some suggest it’s “on track.”
ByJohn Werner,
Contributor
Stop Answering Job Interview Questions. Start Selling Yourself Instead
Stop rehearsing interview answers. Learn how to sell your value, showcase results, and stand out to hiring managers in today’s competitive job market.
ByRobin Ryan,
Contributor