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Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands dont have the resources to manage the contact centre in a way that will extract the right insights to inform the business.
The title may be a bit misleading. You dont want to be a victim of a farce. You want to experience a positive force. Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.
Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success metrics beyond traditional feedback loops, and the importance of resource allocation to drive effective strategy.
At Help Scout, we invest a lot of time to ensure our applications make the best out of their databases. Click through to learn more about how we use a per-module datasource approach to help break down complexity.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Discover the top 10 management tools to streamline your social media strategy and boost engagement. Read the article to find the perfect fit for your needs.
Priyanka Marawar discusses how Headspace navigated the challenge ethically to build a GenAI experience that centers on member safety and wellbeing.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience. The post State of CX 2023 Research Report: Part II first appeared on Northridge Group.
Help Scout has become an essential part of BoxHeros growth strategy. It empowered their global expansion, improved response times, and reduced operational costs all while providing a better experience for their customers.
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
Discover the top 5 Facebook management tools to enhance your engagement strategy. Read on to find the best solutions for effective audience interaction.
Finding the right customer service tool can be a challenge, but for Mukama, returning to Help Scout wasnt just about switching back; it was about choosing a tool that truly supports their team and customers.
For those of us in the US who track the economy and its implications for consumers and the brands that sell to them, it’s been a head-spinning couple of months. Policies have been coming at us fast and furious as a new administration looks to stamp its mark on the economy.
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2025 taking place in London on March 19-20th offers exclusive access to cutting-edge tools, expert insights, and real-world strategies that empower marketers to personalize customer journeys, optimize data-driven decisions, and boost campaign performance.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
An unwritten truth in large organizations is that the only constant is change. But as the U.S.s largest employer faces widespread transformation, even the most seasoned leaders may find that their usual leadership playbooks no longer apply.
Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. WFM tools are key to not only delivering winning customer experiences but ensuring that the frontline agents that provide service are engaged, educated, and empowered to do so in the first place.
This blog post is co-written with Gene Arnold from Alation. To build a generative AI -based conversational application integrated with relevant data sources, an enterprise needs to invest time, money, and people. First, you would need build connectors to the data sources. Next you need to index this data to make it available for a Retrieval Augmented Generation (RAG) approach where relevant passages are delivered with high accuracy to a large language model (LLM).
Customer Experience Customer Experience (CX) Platform: Your Guide to What It Isand Which Are the Best Solutions Share Has the digitization of customer experiences been a blessing or a curse to your business? If you answered both, youre far from alone. The digital transformation thats taken over customer engagement and support seems to have created incredible opportunities and vexing complexities in almost equal measure.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
This post is co-written with Xavier Vizcaino, Diego Martn Montoro, and Jordi Snchez Ferrer from Applus+ Idiada. In 2021, Applus+ IDIADA , a global partner to the automotive industry with over 30 years of experience supporting customers in product development activities through design, engineering, testing, and homologation services, established the Digital Solutions department.
There is no such thing as a dumb question. I disagree. Take this question I asked a customer in a CS kickoff call: Can you walk me through the business outcomes you hope to achieve with our product? Or worse: Just confirming, did you buy the standard or the premium package? I wasnt incompetent. Its just that our Sales-to-CS handoff was broken. CS wasnt looped into deals before closed, CRM notes were threadbare, and there was no Gainsight.
Troubleshooting infrastructure as code (IaC) errors often consumes valuable time and resources. Developers can spend multiple cycles searching for solutions across forums, troubleshooting repetitive issues, or trying to identify the root cause. These delays can lead to missed security errors or compliance violations, especially in complex, multi-account environments.
When it comes to customer experience, most businesses focus on what happens after someone becomes a customer. But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. The sales process itself is a critical touchpoint that sets expectations, builds trust, and determines whether a prospect will ultimately become a customeror walk away.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Marketing today isnt just about pushing out contentits about understanding customer needs and delivering relevant, valuable experiences. AI is making personalization smarter, automation seamless, and insights more actionable. But where do we draw the line between personalization and intrusion?
New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Groups new report on Mobile Phone Use and 5G Expectations were quite telling. The post Understanding Mobile Phone Use and 5G Expectations first appeared on Northridge Group.
Your GBP listing might seem completeyouve added your business hours and a few photos and collected some Google reviews. But something isnt rightyour local rankings are dropping, fewer people are clicking on your business profile, and competitors are outranking you in search results. Thats why GMB audit tools existthey scan your profile, spot any issues, and offer insights to help you fix them.
Sabio Group , the digital customer experience (CX) transformation specialist, has today announced the launch of a new offering aimed at tackling how contact centres manage employee leave requests. The solution will help contact centres using Genesys Workforce Engagement Management (WEM) to navigate the complex integration between workforce management systems and HR solutions for leave management.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Running a call center today isnt just about answering callsits about delivering fast, efficient service while keeping costs in check and staying compliant with regulations. Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service. Real-Time Insights & Monitoring: AI detects issues instantly, ensuring compliance and better agent performance.
The NFT (Non-Fungible Token) market has grown into a multi-billion-dollar industry, transforming digital ownership and redefining how assets are traded. NFTs represent unique digital assets stored on the blockchain, ensuring authenticity and scarcity. From digital art and collectibles to real estate and gaming items, NFTs have disrupted multiple industries, attracting investors, creators, and traders.
Reports of X CEO Linda Yaccarino tying appeals for increased advertising commitments to X lawsuits and Congressional oversight reads as extortion and requires advertisers and agencies to take steps to maintain their fiduciary imperative to direct media investments.
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