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Diversity and inclusion initiatives have become front and center for many organizations in recent years. It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.
There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance. The public sector often has to battle limited resources, changing mandates, and flip-flopping service delivery measured outcomes.
Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Business stereotypes are preconceived notions that every customer has of your business. What do they expect when doing business with you? Are the expectations good or bad? What image or idea do you send to your customers? “The lines are always too long.” “The place is so outdated.” “Your salespeople only care about making the sale, whether the item is right
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity. Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . This goal is especially important within the context of experience programs, especially if you want to achieve real Experience Improvement (XI) for your customers, emplo
This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.
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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.
This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.
Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? How do they feel about your company’s social media presence? Surveys are a direct line to find out and glean valuable information about your customers and your company. .
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.
For the third time in coffee chain Starbucks’ illustrious history Howard Schultz is the Chief Executive Officer, following former CEO Kevin Johnson who stepped down after a five-year tenure including upgrades like mobile ordering/payment, environmentally friendly cups and other items, and a particularly difficult period in 2018. In a world of too many ugly and.
Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of the lips you want to kiss? This essential capability is known as depth perception. When both eyes focus on an object, the difference between the visual images that each eye perceives due to its unique angle – known as retinal disparity – is the phenomenon that allows the human brain to compute depth perception.
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.
What is a page cluster? If you’re asking this question, you’re probably also wondering: what is a content cluster? What is a topic cluster? Great news: these terms all mean the same thing! In fact, page clusters, content clusters, and topic clusters are all also known as another term: an SEO pillar. Confused? Don’t worry, we’ll help you understand. For the purposes of this blog, we’ll use the term “topic cluster” or “pillar.”.
There’s no doubt that Google is the king of online reviews. In fact, our studies found that 71% of all reviews in 2021 were written on Google , but that doesn’t mean you should ignore the other 29%. Niche sites are a regular place for customers to leave online reviews when they are not leaving them on Google. To stay ahead, you need to make a conscious effort to get more reviews on these sites and understand which sites are most important in your industry.
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […]. The post Unlocking a consistent path to purchase in the wake of SCA first appeared on Adrian Swinscoe.
Let me start with a statement that might seem far-fetched: enterprise customer success organizations looking to optimize and scale as they mature can learn a lot from the best practices of Grammy-award winning R&B supergroup Silk Sonic. . Before you laugh me out of the room, “leave the door open” for the possibility that there might be some parallels between customer success and musical superstardom!
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.
In recent years, content marketing and search engine optimization (SEO) have experienced a dramatic evolution. Google’s algorithm no longer views content in isolation from the rest of your website. Instead, Google ranks sites that have established authority on specific subjects. This shift has allowed Google to deliver increasingly accurate and credible search results to its users, but it also means that businesses need to adapt.
The Reason. This one is important—so important that I’m not going to try to hook you in by telling you a long, drawn-out story about the day I realized the impact a letter can have—how during an indoor drumline competition, I missed my cue to remove a letter velcroed to my black jumpsuit and played the entire show with the letter A on my chest, hanging helplessly above my tenors, after having made it a point before we rolled out the tarp to go down the drumline and remind everyone when exactly i
NPS® or Net Promoter Score® is the most important metric to measure customer loyalty and overall satisfaction with the brand. Therefore, it is important to use NPS® surveys at different touchpoints throughout the customer journey. Moreover, it is advised to conduct NPS® surveys through different channels depending on where your customers choose to interact with your business.
Revenue Operations (RevOps) has gained massive traction in the last few years, with many hailing it as a new revolution. This may leave you as a Customer Success professional wondering what part and purpose you serve in this revenue movement. With RevOps becoming the go-to route to boost operational performance, Customer Success plays a starring role in optimizing the customer lifecycle to increase revenue potential.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Have you heard the term “pillar?” If you’re like most people, you’re probably picturing strong, study columns. Or, you might be thinking about inspiring folks who act as pillars of your community. For marketers, the term “pillar” has another meaning, too, and it’s all about search engine optimization. An SEO pillar is used to develop interconnected pieces of content to help companies increase first page rankings and drive better outcomes.
As a key account manager, evolving to provide better service is an important part of the job. However, to do so, you have to understand where you are currently, and where you need to be. With a maturity model, you can do exactly that.
66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement. 11% of churn can be prevented by a company by just reaching out to the customer. 65% of customer service experts say that using CX automation should be a norm.
Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. This article looks at some of the best training solutions in more detail. Mental Health Training.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
A whopping 91% of organizations are using content marketing, and there are 213.65 million companies worldwide. This means 194.42 million companies are using content marketing.
As researchers, we know we need to do our best to remove bias and practice empathy towards our users. Reshaping traditional personas is one way we can put more focus on inclusivity.
Surveys are a critical piece of any Learning Management Software (LMS). Ideally, feedback is collected from learners and inputted directed into an LMS, but occasionally learning services professional fail to adequately communicate with the people taking their training programs. Instead, learning service professionals should ask questions both about the subject topic as well as collect subjective feedback about the course experience too.
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