CX Strategies to Navigate Technologies like AI, Automation, Self-Service, and drive lasting value.

Welcome to the new era of customer experience! The landscape of customer care is evolving faster than your customers can say, “?????? ???? ?????????? ???? ?? ??????????????”—and leaving brands to ask: How can we deliver fast, personalized, and seamless experiences without missing a beat? Whether your customers are navigating your services from their laptops at work or their phones while waiting for their coffee, maintaining harmony across preferences, channels, and technologies is paramount.

In this edition of EverEvolving: CX & Tech Trends, we explore the essential imperatives for successfully navigating these challenges in our new ebook, The New Customer Care Playbook: 5 imperatives you need to build brand loyalty and stay ahead.

We also take a deep dive into CX for telecom providers in our best practice guide, Wired for success: Dialing into telecoms CX. Traditional telcos face heated competition from agile startups and from tech giants offering their own connectivity services. Learn how to utilize technology like GenAI effectively to fortify your CX and build customer loyalty.

We're also excited to share valuable insights, including:

• How to integrate Sales CRM with customer experience channels: Discover how to integrate integrating sales CRM into your CX to unlock seamless, personalized interactions.
• Five proven strategies to drive B2B customer service success: Learn five proven strategies to become a trusted partner and forge long-term partnerships with your clients to drive real, lasting value.
• Why text-based channels are critical to modern customer experience: As consumer expectations evolve, find out why diverse communication channels, including voice, chat, text, and social are critical.
• Five ways to boost customer loyalty: Discover key strategies to harness AI, automation and self-service technologies while strengthening customer trust and loyalty.
• Five ways for Telcoms to win customers loyalty and retention: With heightened competition, learn how to enhance customer loyalty in an increasingly challenging landscape.

Thank you for joining us as we dive deep into these topics and equip your brand for the future of customer experience!

[ The New Customer Care Playbook: 5 imperatives you need to build brand loyalty and stay ahead ]

How do you transform “meh” into memorable customer experiences that leave a lasting impression? In "The New Customer Care Playbook", we provide insights on overcoming fleeting customer loyalty, so your brand can stand out amidst intensifying market competition.

CX in 2025 and beyond is rapidly evolving, and the climb to the peak of customer care has never been steeper. Brands face the challenge of scaling tough targets while meeting ever-increasing customer expectations, all while preparing for technological transformation and an AI-enabled future.

In our Playbook we cover:

• Why strategically building workplace culture is a CX advantage
• How to develop and retain great talent to take care of your customers
• How to use AI to supercharge your agents
• Meet your customers everywhere with an Omnichannel strategy that works
• How to unlock an untapped goldmine of customer data

?? Learn how to elevate your customer care strategy ?? here

[ Wired for success: Dialing into telecoms CX | Best Practice Guide ]

Never before in the telecoms industry has the need to stand out through exceptional CX been so great. With the rise of 5G, the Internet of Things (IoT), and big tech providing their own connectivity services, traditional telcos face immense pressure to enhance customer experience or risk losing clients.

The challenges are significant: fierce competition, technological advancements, data utilization issues, and increasingly sophisticated cyberattacks.

However, the solution lies in leveraging generative AI for customer experience. By implementing AI effectively, telecom contact centers can streamline processes, boost agent efficiency, and fortify customer satisfaction and loyalty in this rapidly evolving landscape.

Our best practice guide aims to wire your organization for success by breaking down five core areas in which to elevate CX:

• ?????? ???????? ??????????????????: Stop playing hide and seek with data
• ???????? ???????? ???????????????? ??????????: Automating AI wisely
• ???????????????????? ?????? ????????: Use analytics like a crystal ball
• ???????? ???????????? ??????????: Happy employees = happy customers
• ???????????? ???????? ????: Elevate robust safety and security

?? Learn how to stand out amongst telecoms providers ?? here

[ Sales CRM and CX: How to integrate with customer experience channels ]

?? Visionary brands know they need to create tailored, efficient customer interactions to thrive. Research backs this up — personalization can lift revenues by 5 to 15% and boost marketing ROI by 10 to 30%. The key to creating this kind of personalization? Combining the rich data of CRM with CX to create unique experiences for your customers and, in turn, boost your profits.

In this blog, we walk through how to integrate sales CRM with your CX and drive results, including:

• CRM and CX: What’s the relationship and what’s the difference?
• Key areas to integrate sales CRM and CX
• Information security
• Constant CX development
• 6 steps to effectively integrate sales CRM and CX

?? Read our blog ?? here

[ B2B customer service: 5 proven strategies to drive success ]

?? What sets leading B2B brands apart is a commitment to customer service that goes beyond transactions to deliver real, long-term value. Successful B2B companies transform themselves from vendors to become trusted partners.

In our blog, we explore how to move from transactions to trusted partnerships, the 5 strategies you need to enhance the B2B customer service experience, and how to elevate your B2B customer service for lasting success.

Explore how you can develop a CX that creates long-term relationships turn your customers into long-term partners.

?? Learn more in our blog ?? here

[ Why text-based channels are critical to modern customer experience ]

?? The fact is that no matter how good your customer experience, each time consumer expectations change, your CX needs to evolve, too. Otherwise, you leave the door open to rival brands.

One of the biggest shifts in customer preference has been towards text-based channels, which includes social media messaging, in-app chat, and traditional text messaging as a means of engaging with brands. And while text-based communication offers a host of inherent business benefits, integrating these channels into existing systems also presents challenges that organizations must navigate effectively.

Our blog covers the 5 ways text channels will boost your business (including concurrent conversations, efficiency through automation, and others), as well as the 5 potential challenges in implementation (integration issues, Consistency of messaging, and others).

By understanding both the benefits and challenges of these channels, businesses can build a more cohesive and satisfying customer experience that ultimately drives long-term success.

?? Read our blog ?? here

[ 5 ways to boost customer loyalty ]

?? Customer care has entered a new era — one where AI, automation and self-service are reshaping the landscape very rapidly. And while these tools enhance efficiency, they can also feel impersonal without careful attention and planning.

So how do you strengthen customer loyalty while embracing digital convenience? In our blog, we cover:

• Self-service should feel intuitive
• If your chatbot feels like a robot, you’re doing it wrong
• Empower your agents to deliver customer care that feels like care
• Make loyalty effortless — rewards should be a perk, not a chore
• Listen, adapt and deliver

?? Read our blog ?? here

[ 5 ways for Telecoms to win customers in the race to retention ]

?? In the competitive telecom landscape, winning customer retention is not just about the services you offer; it’s about the experiences you create. Even in the best of circumstances, customers can be fickle and telecoms are facing one of the most intense “make or break” moments in history.

How do brands win customer loyalty and differentiate in a very competitive landscape?

In our blog, we take a deep dive into several key areas, including:

• Make AI your ally in the contact center
• Use analytics to predict your customer’s next move
• Add EX (employee experience) as part of your CX strategy
• Stop the silos by sharing and streamlining data
• Secure your bottom line with strong data safety measures

?? Read our blog ?? here