Totango
JULY 1, 2022
Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it.
Retently
JUNE 28, 2022
Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. A good Net Promoter Score can fuel your business growth, generate word-of-mouth referrals from Promoters and help you bring in more business without spending as much on traditional advertising or inbound
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InMoment XI
JUNE 30, 2022
This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. On the main stage, customer experience experts from Alliance, HSBC, and Foot Locker taught delegates what to do to elevate their experience program.
IntouchInsight
JUNE 30, 2022
With any good meal, the ingredients and the steps that go into preparing it are integral to the final product. And mystery shopping programs aren’t so different. Much like fine cuisine, it’s a mixture of art and science - a step-by-step methodology that, when executed correctly, enables brands to objectively evaluate particular aspects of your business from the customers' lens.
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 30, 2022
If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. It’s a rather simple idea to understand, but not an easy thing to do in practice. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked.
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
JUNE 28, 2022
It’s been a huge month for those of us in the InMoment Community! We’re always looking for the next opportunity to take Experience Improvement (and the experience industry as whole) to the next level, and this month, we made three major InMoment announcements that tell the world about the next steps in our mission: InMoment’s acquisition of ReviewTrackers, InMoment being named a leader in “The Forrester Wave : People-Oriented Text Analytics Platforms, Q2 2022,” and, finally, the launch of the la
Experience Investigators by 360Connext
JUNE 28, 2022
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
Clarivate
JUNE 29, 2022
Want to help your research flourish? We share tips for using publisher-neutral data and statistics to find the right journal for your research paper. The right journal helps your research flourish. It puts you in the best position to reach a relevant and engaged audience, and can extend the impact of your paper through a high-quality publishing process.
ShepHyken
JUNE 29, 2022
If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well. A great doctor makes you well and calls you the next day to see how you’re doing. . I thought about that all weekend.
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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
JUNE 28, 2022
Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. However, these relationships aren’t the only things experience programs can support for brands.
Alida
JUNE 30, 2022
Boost the employee experience by turning a celebration into permanent company values.
The DiJulius Group
JUNE 28, 2022
How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co., companies achieving the highest Net Promotor Scores (NPS) in their industry consistently.
TechSee
JULY 1, 2022
The rising cost of diesel and gas are hitting the balance sheets of contractors and corporations around the world. This pain is felt particularly acutely in the field service industry, where transportation costs are often considered unavoidable. This creates a dual pressure on field service leadership, to both reduce demand wherever possible, and improve the efficiency of their performance across every step.
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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.
One Millimeter Mindset
JUNE 29, 2022
Those are the words of one of my greatest mentors. I think his words are even more relevant today than they were before. During our careers we get caught up in taking the next steps up the rungs of someone else’s idea of what a corporate ladder looks like. Or, we become chameleons: acting and dressing and living according to others’ expectations (or even demands).
AWS Machine Learning
JUNE 29, 2022
Large attention-based transformer models have obtained massive gains on natural language processing (NLP). However, training these gigantic networks from scratch requires a tremendous amount of data and compute. For smaller NLP datasets, a simple yet effective strategy is to use a pre-trained transformer, usually trained in an unsupervised fashion on very large datasets, and fine-tune it on the dataset of interest.
BirdEye
JUNE 28, 2022
Believe it or not, 75% of people never make it to page two of Google when conducting an online search. That makes the first page of Google the most valuable real estate on the internet. But ranking on that first page is easier said than done, especially when the Google local search algorithm is constantly changing. That’s why, in a recent webinar, Birdeye teamed up with Search Engine Journal and Multi-Location SEO Expert, Steve Wiideman , to break down the latest changes from Google and the impa
Merkle
JUNE 27, 2022
Merkle’s recently released Q3 2022 Performance Media Report surveyed marketers to understand trends across the industry. It uncovered several key trends that spanned media channels, as well as the latest on privacy and inflation. One of the report’s findings highlighted the importance of areas outside of traditional media channels to today’s marketing organizations.
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.
inSided
JUNE 27, 2022
When Ken Aponte first joined CRM software company Copper back in December 2020 as their VP of Customer Success, he noticed one thing: retention wasn’t where it needed to be. One year following the launch of the Copper Community , their community sees steady, linear growth, with retention following the same trend.
AWS Machine Learning
JUNE 29, 2022
RStudio on Amazon SageMaker is the industry’s first fully managed RStudio Workbench in cloud. You can quickly launch the familiar RStudio integrated development environment (IDE), and dial up and down the underlying compute resources without interrupting your work, making it easy to build machine learning (ML) and analytics solutions in R at scale. RStudio on SageMaker already comes with a built-in image preconfigured with R programming and data science tools; however, you often need to customiz
MiaRec
JUNE 27, 2022
Last week, my team and I felt really blessed to be able to go to Cisco Live in Las Vegas for the first time in two years — a sentiment that was felt by many of the other conference participants and echoed by Cisco CEO, Chuck Robbins, when he came on stage for the keynote.
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.
BirdEye
JUNE 30, 2022
As a business owner, you already know marketing is essential to your success – but do you have a plan to reach local customers? In this article, we’re going to take a closer look at local marketing. You’ll learn what local marketing is, why it works, and easy ways to overcome problems you might face. These expert tips can help both brand new and well-established businesses reach new and existing customers in their immediate area.
AWS Machine Learning
JUNE 29, 2022
With the growth in adoption of online applications and the rising number of internet users, digital fraud is on the rise year over year. Amazon Fraud Detector provides a fully managed service to help you better identify potentially fraudulent online activities using advanced machine learning (ML) techniques, and more than 20 years of fraud detection expertise from Amazon.
Lithium
JUNE 29, 2022
Change management is complex and could make or break changes in process or strategy. That's why we spoke with our Khoros expert on change management to get the run down on making a refreshing and powerful change. The half-life of knowledge in any given field dictates how long knowledge remains accurate before proven incorrect or outdated. In business, once the half-life of knowledge reaches its tipping point, radical change is often necessary to continue being relevant and functional as an organ
MyCustomer
JUNE 27, 2022
Engagement How CX leaders can fight workplace friction.
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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.
Merkle
JUNE 27, 2022
While companies continue to win with customer experience, not every platform or piece of technology is created equal when it comes to meeting consumers in the context of their commerce journey. Even the best technology for your company won’t get you there right out of the box. Critical roadblocks to success include a siloed approach to commerce environments and capabilities, as well as complacency toward customer experience management (CXM) best practices.
AWS Machine Learning
JUNE 29, 2022
Online conversations are ubiquitous in modern life, spanning industries from video games to telecommunications. This has led to an exponential growth in the amount of online conversation data, which has helped in the development of state-of-the-art natural language processing (NLP) systems like chatbots and natural language generation (NLG) models. Over time, various NLP techniques for text analysis have also evolved.
dscout People Nerds
JUNE 30, 2022
Pride happens one month out of the year. Here’s what LGBTQIA+ people had to say about supporting the community the other 11 months.
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