InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Revolutionary even. This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and gets everything done faster than ever.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

GetFeedback

FEBRUARY 16, 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

Customer Service 363

Customer Service Customers Customer Experience 363

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it.

Guidelines 345

Guidelines Leadership Financial Course 345

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. ECXO understands you, fluently. Share on facebook. Share on twitter. Share on linkedin. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. We are a global community who thrives on celebrating everyone’s individuality and not creating a “one size fits all” approach.

Culture 296

Culture Case Study Employee Experience Innovation 296

InMoment XI

FEBRUARY 28, 2022

Whether you’re just getting started on your customer experience (CX) initiative or hitting pause to see how things are going, the term “ customer experience governance ” is probably something you hear your team bring up all the time. You probably also already know that customer experience governance refers to the system that sends insights to where they need to go and that holds certain team members accountable for different aspects of your initiative.

Government 418

Government Customer Experience Infographics Groups 418

GetFeedback

FEBRUARY 21, 2022

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88

88

Alida

FEBRUARY 3, 2022

Having trouble choosing a metric for your organization’s survey programs? You’re not alone.

Metrics 246

Metrics Survey User Experience Customer Experience 246

Comm100

FEBRUARY 1, 2022

Connecting with international students is simply not easy, and it has been made even more difficult with the onset of Covid-19. New enrollments by international students at colleges and universities in the U.S. have declined for the past five years. However, with pent-up demand and anticipated surge in international enrollment in 2022 following the end of pandemic restrictions, schools need to get prepared so they can connect, engage, and attract international students. .

Engagement 223

Engagement Omni-Channel Chatbots Social Media 223

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

ECXO

FEBRUARY 1, 2022

Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. How AI will Change the Status Quo in CX in 2022 – ECXO In partnership with Five9. In partnership with Five9 , the European Customer Experience Organization (ECXO) invites you to join, How AI will Change the Status Quo in CX in 2022 on February 23, 2 PM CET or 1 PM GMT, in a live conversation with Brian Atkinson , Vice President & GM, EMEA at Five9, Silvana Buljan , Joanna Carr (dip) and Ricardo

ROI 250

ROI Tips Employee Experience Customer Experience 250

Steve DiGioia

FEBRUARY 24, 2022

Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies. But shouldn’t they realize that a small customer can lead to a bigger customer , increased business, and more customers down the road?

Tips 208

Tips Study Sales Customer Service 208

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. Do companies recognize the high customer experience (CX) value of employee advocates? Shouldn’t they want to cultivate the kind of behavior advocacy represents? That’s my belief. And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate

Company 397

Company B2C Employee Experience Culture 397

GetFeedback

FEBRUARY 23, 2022

The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay.

Customer Experience 362

Customer Experience Customers 362

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Alida

FEBRUARY 10, 2022

Customers always have stories to tell—but at first, they might not realize their feedback is a story that truly needs to be shared. To encourage them to share their thoughts, opinions, and unique perspectives, you need to turn them into storytellers.

How To 246

How To Feedback Customers Customer Experience 246

Comm100

FEBRUARY 17, 2022

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. New data outlined in a report by Acquia shows a massive disconnect between organizations and consumers. Only 10% of customers say that most brands are meeting their expectations for a “good experience”. However, 82% of marketers believe that they are meeting customer expectations.

Meeting 222

Meeting Brands Customer Service Omni-Channel 222

Lumoa

FEBRUARY 17, 2022

Lumoa Product News for February 2022 New guide available for our Zendesk integration Admins now have the ability to Integrate directly with their Zendesk account through our new Integrations Page! With this integration you will: Pull over CSAT responses that your Zendesk agents receive Analyze the comments in Lumoa using AI Gain insights into common reasons for poor feedback Please read this guide on our new Integrations Hub to get started, and reply to this email with other integrations you

Trends 195

Trends Data Feedback Customers 195

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

InMoment XI

FEBRUARY 1, 2022

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Before you answer this question, let us present you with a few facts. First, let’s consider survey fatigue. Because if you’re reaching out to your customers every time you have a question, there’s a serious possibility that they’ll get tired of your questions and stop partic

Survey 396

Survey Customer Experience Social Media Data 396

GetFeedback

FEBRUARY 16, 2022

A recap of customer experience experts Shep Hyken and Dan Gingiss’ session at the 2nd Annual CX Impact Summit.

Customer Experience 195

Customer Experience Customers 195

Alida

FEBRUARY 2, 2022

Hitting a perfect 100% is hard. That’s why people love playing with the 80/20 rule.

242

242

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. Many surveys have shown consumer preference for live chat over phone and email, and at less than 1/3 the cost of traditional phone support, live chat also makes financial sense for companies using it. .

Chatbots 209

Chatbots Knowledge Base Wait Times Survey 209

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

IntouchInsight

FEBRUARY 22, 2022

Mystery shopping is a commonly used tool to help brands ensure that their employees are delivering on brand standards and adhering to operating standards. Brands who utilize these types of programs are already ahead of the game when it comes to improving performance resulting in immediate impacts on the bottom line. But, those that truly excel are the ones that do more with the data and insights that they are already gathering.

Data 156

Data Brands Tools Tips 156

BlueOcean

FEBRUARY 17, 2022

In the current landscape of customer service , brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about when crisis hits? If the pandemic has taught us anything it’s that reliability and consistency matter and the best way to ensure that your foundation remains solid when the unexpected happens is to invest

Contact Center 156

Contact Center Customer Care eBook Course 156

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics. So how should a CX practitioner go about bridging that gap in communication?

Tips 370

Tips ROI Metrics Touchpoint 370

C3Centricity

FEBRUARY 2, 2022

What is Lorem Ipsum? Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

Industry 31

Industry Software 31

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Kerry Bodine

FEBRUARY 2, 2022

Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want is to make you as happy as possible.” . Sigh… It really bums me out that we’re living through a time when this type of plea is necessary. .

Connections 149

Connections Retail Course Management 149

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. Many surveys have shown consumer preference for live chat over phone and email, and at less than 1/3 the cost of traditional phone support, live chat also makes financial sense for companies using it. .

Chatbots 41

Chatbots Knowledge Base Wait Times Survey 41

IntouchInsight

FEBRUARY 8, 2022

At Intouch Insight, we’re constantly working on releasing new features that will help you reach the top of your game. This month we have added exciting new features to the Intouch Platform and to IntouchCheck™.

Customers 31

Customers 31