InMoment XI
JULY 4, 2022
2022 is being branded as “ The Year of the Squeeze. ” Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program.
Alida
JULY 7, 2022
This may come as a surprise, but survey design can be a creative process. With so many question types available, it can be overwhelming. Which question type should you choose? Why?
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Forrester's Customer Insights
JULY 5, 2022
CX leaders can ensure that sustainability is more than just good words and intentions by weaving their firm’s sustainability goals into customer journeys as they unfold. But many CX pros miss the opportunity because they: Fail to make sustainability real. In countries like France and Italy, a growing number of organizations are clarifying their purpose […].
Comm100
JULY 5, 2022
As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). Research shows that 45% of users already prefer chatbots as the primary mode of customer service communication. .
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.
InMoment XI
JULY 5, 2022
Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting. Meanwhile, nearly two-thirds (64%) of people now Google a business before visiting—and a whopping 94% say a negative review has caused them to avoid a business altogether.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 7, 2022
The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.
Brandwatch CX
JULY 6, 2022
With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. Some may wish to track the tweets about their brand or competition, some will want to engage with leads or clients, and others may wish to track the success of their campaigns, among tons of other options. You can plenty of this with Twitter search.
InMoment XI
JULY 7, 2022
When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it.
Alida
JULY 5, 2022
The review website also awarded Alida badges for “Best Support” and “Easiest to Do Business With” for the fifth consecutive quarter.
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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.
dscout People Nerds
JULY 7, 2022
Cinema and Media Studies professor Dr. Paul Booth dissects the differences between the “average consumer” and a fan, and what we can learn from studying fandoms.
Merkle
JULY 7, 2022
In a recent blog post, we wrote about the importance of comprehensive data capture in B2B marketing and how to create a value exchange for buyers that would enable that data acquisition.
Totango
JULY 8, 2022
It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.
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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.
DemandJump
JULY 8, 2022
Digital marketing encompasses all of the online activities undertaken to promote your business. From hiring influencers to creating email campaigns to online ads, this type of marketing has become a mainstay for many businesses. It’s easy to confuse digital marketing with content marketing —after all, they are closely related. So, what is the importance of content in digital marketing ?
Solvvy
JULY 8, 2022
You may have heard, “You can’t manage what you can’t measure.” It certainly rings true when considering goals like improving efficiency or controlling labor costs. Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. However, not everything is easy to measure.
dscout People Nerds
JULY 7, 2022
Working for an enterprise company specializing in software development brings its own unique challenges. Learn the space with this introductory guide.
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.
Blake Morgan
JULY 5, 2022
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. The B2B buyer journey is changing, and companies that can match changing demands with technology, personalization and flexibility will succeed. . Plenty of research shows that B2B buyers get 50%-60% down the buying journey before they engage with a salesperson. But Mike Marcellin, Chief Marketing Officer at Juniper Networks , says that the buying journey isn’t linear.
Totango
JULY 5, 2022
In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion.
AWS Machine Learning
JULY 8, 2022
Optical character recognition (OCR) is the task of converting printed or handwritten text into machine-encoded text. OCR has been widely used in various scenarios, such as document electronization and identity authentication. Because OCR can greatly reduce the manual effort to register key information and serve as an entry step for understanding large volumes of documents, an accurate OCR system plays a crucial role in the era of digital transformation.
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.
ChurnZero
JULY 8, 2022
This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur.
BirdEye
JULY 5, 2022
Patients across the country turn to HealthGrades when they’re searching for new healthcare providers. HealthGrades reviews are trusted by millions of Americans – and if your practice isn’t listed on HealthGrades, you could be missing out on patients who instead choose providers with strong HealthGrades reviews and profiles. HealthGrades should be a major part of your marketing strategy if you’re a medical provider looking to improve your online reputation.
West Monroe
JULY 6, 2022
Becoming digital is not simply a project that utilities embark on. Rather, it’s an evolution and a way of being that will be necessary for survival. Customers today expect that electric, gas, and water service providers will have an immersive and cohesive digital experience—it’s more than customers merely going online and paying their bills.
Lithium
JULY 7, 2022
Plant the seeds of a flourishing community with SEO. Just because you built it in the digital world doesn't necessarily mean the people will come. Communities across the digital sphere are dependent on the life-blood of traffic. A thriving community is often based solely on user traffic. Traffic can come from various sources: Twitter ads, Facebook posts, in-app guides, word of mouth, etc.
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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.
AWS Machine Learning
JULY 5, 2022
If you use the default lifecycle configuration for your domain or user profile in Amazon SageMaker Studio and use Amazon SageMaker Data Wrangler for data preparation, then this post is for you. In this post, we show how you can create a Data Wrangler flow and use it for data preparation in a Studio environment with a default lifecycle configuration.
Brandwatch CX
JULY 4, 2022
If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% in 2013 to 32.3% in 2015. Furthermore, it is one of the best platforms to advertise on – a Forrester report has shown that engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and an astonishing 8
BirdEye
JULY 7, 2022
Eighty-five percent of Americans bring their smartphones everywhere they go. Their iPhones and Androids are constantly in their pockets, purses, and the palms of their hands – and that’s why texting is one of the most powerful ways to communicate with your customers. As you continue to scale your business, you might have trouble staying connected to your growing customer base.
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