InMoment XI
FEBRUARY 15, 2022
In 2022, modern retailers will face many challenges as the industry continues to recover from the global pandemic. During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. And now, according to our most recent EX & CX Retail Trends research, both customers and employees expect a blended experience.
Alida
FEBRUARY 17, 2022
Word-of-mouth remains an integral part of attracting customers and increasing sales. In fact, 83% of customers say they trust brands that are recommended by someone they know, such as a friend, family member, or colleague.
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Comm100
FEBRUARY 15, 2022
Governments around the world continue to introduce legislation that ensures services are accessible by everyone. This has led public organizations to offer new kinds of services while adjusting existing ones. For organizations providing public-facing services, accessibility legislation could mean a need to expand the tools that are available to customers.
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.
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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.
GetFeedback
FEBRUARY 16, 2022
The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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
InMoment XI
FEBRUARY 17, 2022
It is a fact that CX survey response rates have been declining. Additionally, we are being surveyed more and more every day about every mundane thing in our lives. Even the federal government is in on it—an executive order in 1993 directed federal agencies to gather public feedback on how well they delivered services and to strive to offer a comparable level of customer experience with private companies.
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.
GetFeedback
FEBRUARY 16, 2022
A recap of customer experience experts Shep Hyken and Dan Gingiss’ session at the 2nd Annual CX Impact Summit.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
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
Calabrio
FEBRUARY 18, 2022
Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. In its recent report, Ventana Research came to the conclusion that, “The pandemic created the circumstances for a complete reassessment of the tools and processes used in contact centers to manage agents”.1 Based on this insigh
Comm100
FEBRUARY 17, 2022
Today’s students are CX-indulged. Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. From Amazon’s same day delivery to UberEat’s seamless takeaway offering, no demographic has ever had it so good. While this is great for Gen Z, it may not be such welcoming news for universities and colleges.
Alida
FEBRUARY 15, 2022
Every business wants loyal customers. As it’s less costly to keep existing customers than to acquire new ones, increasing the value of your existing customers is a great way to drive growth and maintain profit margins.
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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.
Kerry Bodine
FEBRUARY 15, 2022
Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring resources for those in the customer experience field. I hope you enjoy this year’s round up. #10: The Trade-offs Between Quant & Qual Customer Research »» Learn how to apply both types of methods to get a more complete picture
ShepHyken
FEBRUARY 16, 2022
It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so mu
Comm100
FEBRUARY 17, 2022
Today’s students are CX-indulged. Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. From Amazon’s same day delivery to UberEat’s seamless takeaway offering, no demographic has ever had it so good. While this is great for Gen Z, it may not be such welcoming news for universities and colleges.
Eptica
FEBRUARY 14, 2022
Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. Published on: February 14, 2022. Author: Pauline Ashenden - Demand Generation Manager The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
TechSee
FEBRUARY 14, 2022
The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. But beyond speed, the evolution to 5G technology is expected to provide the reliable infrastructure necessary for a wider range of critical apps such as healthcare and the IoT.
ShepHyken
FEBRUARY 14, 2022
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 comment about each article and would like to hear what you think too. Are You Asking the Right Customer Experience Questions? by Janelle Estes. (CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.
Comm100
FEBRUARY 17, 2022
Today’s students are CX-indulged. Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. From Amazon’s same day delivery to UberEat’s seamless takeaway offering, no demographic has ever had it so good. While this is great for Gen Z, it may not be such welcoming news for universities and colleges.
Zeisler Consulting
FEBRUARY 16, 2022
We recently swapped service providers here at home for one of our communication services. The entire experience was a headache and we almost immediately regretted making the switch from our previous provider. What was so frustrating was that, no matter where we went to look for help, be it in a physical store, online, in the provider’s app, or over the phone, nobody could help us with our struggle and confusion.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
dscout People Nerds
FEBRUARY 17, 2022
While research is a key proponent of both areas, how it’s conducted and communicated differs widely. Here’s what you need to know to succeed in the space.
Kustomer
FEBRUARY 15, 2022
Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! A World of Change. The Kustomer journey began back in 2015 when the world was a very different place. Since then, almost every aspect of the way we shop, sell, and connect has been transformed. Direct-to-consumer (DTC) businesses and digital-first brands are thriving.
Comm100
FEBRUARY 15, 2022
The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service.
Help Scout
FEBRUARY 18, 2022
Online customer service is one of the most important functions at any company. Here’s how to get started with it and continue improving it as you grow.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Merkle
FEBRUARY 18, 2022
On February 4, we presented a webinar to share how to elevate your approach to personalization. With Michael Klein from Adobe, we explored how industry leaders are achieving world-class personalization at scale. Watch the on-demand webinar here.
Clarivate
FEBRUARY 18, 2022
CGIAR, the world’s largest global agricultural innovation network, used our Web of Science API to significantly reduce their manual workload. In this article, Valentina De Col and Enrico Bonaiutishare share their story about what this involved and how it led to efficient and reliable data assessment. . CGIAR , the world’s largest global agricultural innovation network dedicated to reducing poverty, enhancing food and nutrition security, and improving natural resources and ecosystem servic
Team Support
FEBRUARY 18, 2022
If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?
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