Blake Morgan
JANUARY 23, 2023
Most of the advice I get from the smartest leaders is through podcast interviews, and on my podcast The Modern Customer some of the most customer-centric leaders have shared their insights and proven methods with me. I wanted to share their insights with you. To be the best, you have to learn from the best. Here are 10 best practices and pieces of advice from customer experience leaders: 1.
Feedbackly
JANUARY 27, 2023
Customer Experience (CX) is important for your brand’s growth, and it’s only gaining more momentum every year. Unarguably, a good CX program needs Key Performance Indicators (KPIs). They help you measure and improve different aspects of CX, like customer satisfaction, loyalty, and happiness! If you hope to step up your CX game this year and drive your business forward with fierce growth, you have come to the right place.
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Lumoa
JANUARY 27, 2023
Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results.
Forrester's Customer Insights
JANUARY 23, 2023
In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.
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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.
Comm100
JANUARY 23, 2023
2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Bill Quiseng
JANUARY 25, 2023
In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.
CSM Magazine
JANUARY 24, 2023
In this article, Palak Dalal Bhatia, CEO and Founder of IrisAgent, explains how AI-powered automated tagging can provide a reliable source of customer feedback for Product Managers. Product Managers are primarily responsible for identifying customer needs and the larger business objectives that their product or feature will fulfill. They articulate what success looks like for their product, and lead cross-functional teams to turn that vision into a reality.
Helpware
JANUARY 24, 2023
Through seemingly endless quarantine periods and citywide mandates, it’s all too easy to feel as if time has stood still for the past two years. On an individual level, perhaps that’s not entirely untrue. But, for the global health industry - as contagions spread and hospitals faced unprecedented demand - the coronavirus pandemic has been a period of forced, rapid transition.
MyCustomer
JANUARY 24, 2023
Engagement Staff strikes spell CX trouble for Amazon
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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.
InMoment XI
JANUARY 23, 2023
You’re sitting down to carve out the newest survey in your customer experience (CX) program. You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose? I’m Kiri Burgess, a Senior CX Consultant at InMoment APAC.
IntouchInsight
JANUARY 26, 2023
Consumer trends over the past few years have been volatile, to say the least. As concerns shifted away from health and safety, we saw traditional motives like cost and convenience return. Meanwhile, supply chain issues and a demand for higher wages have increased operational costs for businesses.
TechSee
JANUARY 25, 2023
Most field service departments operate in a highly competitive and customer-centric marketplace. Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.
Retently
JANUARY 25, 2023
Gone are the days when you could drop-ship your way to success, customer experience and customer lifetime value becoming more immediate priorities. It’s still challenging to prove the value of that investment as opposed to customer acquisition; however, the game is clearly changing, prompting ecommerce brands to cherish their most valuable asset – customer loyalty.
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.
Tricia Morris
JANUARY 26, 2023
Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.
Alida
JANUARY 26, 2023
The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience. Those insurers that get it right have the potential to make a meaningful difference in people’s lives and help their organizations save money, increase revenue, and grow market share.
The DiJulius Group
JANUARY 24, 2023
We read about it every day. Companies are charging customers hidden fees. One company eliminates their customer service, another starts charging patients for messages in amounts that would make most consumers say “Ouch” not to mention “You’ve gotta be kidding me!” Unfortunately, this trend is affecting a wide variety of businesses across industries.
TechSee
JANUARY 24, 2023
Visual engagement is a proven strategy to improve call center performance, especially as it relates to two key metrics: 1) First call resolution (FCR) : The percentage of customers that achieve resolution during their first contact, with no further action required and 2) Average handle time (AHT) : The amount of time it takes to resolve an issue from start to finish, including time on hold.
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.
Alliance by IFS
JANUARY 26, 2023
As companies attempt to orchestrate new product-as-a-service business models, adopt circular economy ambitions and rise to increasing customer and employee. The post Five Significant Field Service Trends for 2023 appeared first on IFS Blog.
Optimove
JANUARY 26, 2023
Consumer trust is a crucial component of any successful marketing strategy. It’s more important than any promotion, feature, funny post on social, or brand color. As economic uncertainty persists, consumer financial confidence declines (see our recent Consumer Holiday Spending Survey ), and their willingness to spend drops. Naturally, with their limited budgets, consumers prioritize brands they know and trust over new ones they don’t know, or worse, brands they already know and don’t trust.
BirdEye
JANUARY 25, 2023
Most business owners don’t enjoy reading one-star reviews. Unfortunately, negative reviews are part of doing business – and they need to be addressed early if you want to protect your company’s online reputation. When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation.
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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.
The DiJulius Group
JANUARY 25, 2023
On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their. Read Full Article The post 105: What I Wish My Parents Knew appeared first on The DiJulius Group.
dscout People Nerds
JANUARY 25, 2023
Encourage your teammates or clients to get out of a rut with this fun and easy Hackathon guide and template.
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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.
kommunicate
JANUARY 27, 2023
Last Updated on January 27, 2023 The healthcare sector worldwide is witnessing significant shifts in the conventional trends that have been followed for years. Healthcare trends include significant adoption and acceptance of technology in healthcare organizations across all geographies and demographics. It’s safe to say that the coronavirus pandemic played a vital role in this [.
Optimove
JANUARY 23, 2023
The post 2022 Consumer Trust of Online Retailers appeared first on Optimove.
Merkle
JANUARY 27, 2023
Creativity is and has been the backbone of brand building and advertising. Creativity brings brands and products to life in a way that is resonant, memorable, and emotional. Whether it’s the loveable and haphazard Charmin bears, or the cheeky yet endearing Flo from Progressive – creativity brings an idea to life and tells a story that gives these brands and products meaning and a place in the hearts of their buyers.
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