Helpware
MAY 31, 2022
A study of customer support trends shows that enhancing the overall experience is a key business differentiating factor. Companies realize that it's no longer enough to offer the best service or product. Customers’ feelings about their overall interactions with the company may be more important.
Beyond Philosophy
MAY 28, 2022
How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you. Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports.
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InMoment XI
JUNE 2, 2022
It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand. Indeed, the onboarding process usually ends up setting the tone for their subsequent interactions with your employees, their perception of your messaging, and even their product experience (PX). These and other variables make a well-designed onboarding experience of utmost importance to organisations and their customer experience (CX) initiatives.
IntouchInsight
JUNE 2, 2022
When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer experience initiatives. Professional mystery shoppers provide eyewitness reports on physical environments, employee interactions, sales transactions, quality of services offered, and more.
Speaker: Jason Cottrell and Gireesh Sahukar
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.
Lumoa
JUNE 2, 2022
There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple chann
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 31, 2022
We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained. Staying on top of these effects is hugely important to continuous Experience Improvement (XI), which is why today we want to take you through one of the biggest elements we noticed in our recent experience trends report: customer aggression in the workplace.
Storyminers
JUNE 3, 2022
Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting? In 1999, I was working as a thought leader and executive consultant at IBM. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).
Experience Investigators by 360Connext
MAY 31, 2022
Customer Experience requires action… and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires getting other leaders and teams on board with an aligned mission. Customer journey mapping efforts lead to areas to improve and challenges to overcome.
ShepHyken
JUNE 1, 2022
The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ” In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others.
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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.
InMoment XI
MAY 31, 2022
A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey.
Comm100
JUNE 1, 2022
The global live chat software market was valued at $590 million in 2016. Fast forward only 7 years and it is projected to reach $997 million next year. . For those organizations offering live chat, this likely comes as no surprise. They are already experiencing the benefits of live chat and its popularity among consumers of all ages. However, there are still many brands who haven’t yet adopted live chat, largely owing to a lack of awareness of the channel’s effectiveness, especially when compare
Alida
MAY 31, 2022
Head researcher Ben Michelmore explains how digging deep into one segment of community members helped Logitech discover another.
The DiJulius Group
MAY 30, 2022
You know you have a good business problem on your hands when, due to the demand for your services is so huge, the cities you operate are trying to declare a public nuisance because of traffic backups. As is the case happening for multiple cities where Chick-fil-A operates in. After all these years, Chick-fil-A restaurants. Read Full Article. The post Why Chick-fil-A is one of the Most Loved Brands appeared first on The DiJulius Group.
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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.
Eptica
JUNE 1, 2022
Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. Published on: June 01, 2022. Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.
Totango
JUNE 3, 2022
Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually.
Doing CX Right
MAY 29, 2022
Michael Brenner, author of The Content Formula, and Mean People Suck, explains content marketing best practices to create impact and keep your brand at the forefront of peoples' minds when it's time to buy what you sell. The post Doing Customer Experience Right Through Content Marketing appeared first on Doing CX Right.
Kapta Customer Success
MAY 31, 2022
Account management leaders may be tired of hearing about it, but you can't manage what you don't measure. A quarterly business review is a time-tested — and successful — strategy for keeping accounts on your radar and ensuring all of your customers feel supported.
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.
One Millimeter Mindset
JUNE 1, 2022
Are you the default team problem-solver for your teams? Did you earn that default role by chance or design? Are you enjoying the role? If you collaborate on teams, you know that problem-solving together is complex and sometimes frustrating. During some meetings, everyone is on fire and of one mind! Then, during other meetings, perspectives and energy are all over the place.
COPC
MAY 31, 2022
The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. They also merit increasing employee engagement initiatives. *COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 are the latest updates.?.
Education Services Group
JUNE 3, 2022
The Reason. Well… we’ve officially entered June—the final month of our second quarter here at ESG, and the final month of this series. For those of you who are still with me and are continuing to read and find value in these rants, thank you. For those of you who I lost as soon as I started talking about flipping spoons to eat ice cream, I’m sorry. While I’ve enjoyed ranting about what I’m most passionate about over the last two months, I thought this week would be an appropriate time to take a
Call Experts
JUNE 3, 2022
The term customer needs can encompass various things , and when you’re getting started in business, it’s essential to take a step back and think about what your customers want. It’s one thing to offer something they think customers want or even something they say they want—it’s another to understand their actual needs and fulfill them.
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.
NobelBiz
JUNE 2, 2022
Steve Bederman joined CH Consulting Group Founder and CEO Christa Heibel for an intimate conversation about their experiences spanning more than 20 years in the contact center industry core values, the slow tech adoption in the industry and the influence of consulting for contact center success. The post Build Your Business Around Why You Breathe Every Day, with Christa Heibel appeared first on NobelBiz®.
ChurnZero
JUNE 1, 2022
How do you determine product-market fit? What can you do to move ideal buyers through the awareness stages? How can you really get to know your customers? Every entrepreneur entering an emerging market faces these questions which (surprise) have no perfect answer. Finding the right solution takes continuous trial and error, steadfast persistence, and an eye for innovation.
BirdEye
MAY 31, 2022
Even if your business is small, marketing on Google is an essential part of being successful in today’s market – but if you haven’t already taken the time to create a strong online presence as a small business owner, it can seem like a daunting task. The good news is there are many useful tools to help you build a Google small business marketing strategy.
Merkle
JUNE 2, 2022
Digital marketers from across the country descended on Mountain View, California last week for Google’s annual event, Google Marketing Live (GML). There were a lot of important topics covered, from the future of video to investing in privacy-safe measurement.
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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.
Optimove
JUNE 2, 2022
As June starts and with it Pride month, we take a break from our usual publication calendar to recognize four campaigns that made our team stop and appreciate the way they put the spotlight on inclusivity. Indeed. We spend a significant portion of our lives at work, so finding a job that makes us feel satisfied and content is crucial. As part of their ongoing campaign, Empathy at Work, Indeed, the biggest job site in the world, focus on what they call “The Great Realization” brought
MiaRec
JUNE 2, 2022
We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers. Let’s take a few minutes and talk about how CCPA changes the way your agents work and what it takes to be CCPA-compliant.
BirdEye
JUNE 2, 2022
If you haven’t used Google Maps Marketing to get local customers to your business, you’re missing out on an invaluable tool that can help you stay competitive. Google Maps is an easy-to-use functionality that many customers use to find local businesses and services. If you’re a local business owner, creating and optimizing your Google Maps listing is an essential tool that can help your customers find you.
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