Alida

MAY 19, 2022

Pixel United has harnessed the power of communities to a hilt, not only by developing an insight wellspring, but establishing lasting relationships with the members.

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The DiJulius Group

MAY 17, 2022

For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives. If you want to build a world-class employee experience culture, make sure you don’t. Read Full Article.

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Culture Employee Experience Groups Company 134

Heart of the Customer

MAY 17, 2022

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions. Two similar organizations can have very different outcomes based on how they answer […].

Customer Journeys 78

Customer Journeys Examples Course Customers 78

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Within that context, friction refers to points in the brand experience that can have a long-term impact on customers’ relationship with a business.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

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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.

Contact Center

IntouchInsight

MAY 18, 2022

At Intouch Insight, we’re constantly working on new features that will help you reach the top of your game. This month we have introduced new features to the Intouch Platform and IntouchSurvey™.

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Comparison Brands 290

Lumoa

MAY 19, 2022

Online shopping has become the norm across a wide range of industries and this practice is still on the rise. Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into accou

Report 195

Report Ecommerce Retail Customer Satisfaction 195

InMoment XI

MAY 14, 2022

What do the shoes you wear, the coffee you drink, and the car you drive say about you? In what ways do your favorite brands help create your personal brand? How do they contribute to fulfilling your individual needs? And how do your shopping dollars help craft—and confirm—your personal identity? Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. As Blue Ocean continues to position itself for growth in the post-pandemic era, Amy will play an integral leadership role in this effort, leveraging her extensive knowledge of the business to power sales and marketing initiatives.

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Sales Marketing Advertising Customer Care 156

IntouchInsight

MAY 16, 2022

Analysis paralysis can be a real problem. The more data you’ve collected the better informed your business decisions will be. But distilling raw numbers or drilling down to the right level to pull out actionable insights is challenging. That’s where our dashboard and reporting tools really make a difference.

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Data Analysis Report Tools 156

Speaker: David Worrell, CFO, Author & Speaker

Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.

Financial

Lumoa

MAY 17, 2022

Lumoa Product News for May 2022 Integrations hub gets further improved! We have spoke before about how Lumoa can pull your web data through an API, with no fees to setup, and it takes just a few minutes! Now this process can be done on a more precise scale, allowing you to filter between apps within the same collection: Pull reviews from popular places like Facebook , Zendesk, Trustpilot, Amazon, and more!

Knowledge Base 195

Knowledge Base Touchpoint Trends Data 195

InMoment XI

MAY 17, 2022

Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely). At the very least, no matter what department you operate out of, you’ve seen the unprecedented level of churn the job market is experiencing right now. And that might leave you wondering: what employee must haves are convincing employees to leave their old jobs for new ones?

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Trends Culture Connections Brands 369

Solvvy

MAY 20, 2022

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for! A week ago we announced that we had entered into an agreement to be acquired by Zoom Video Communications , one of the most iconic and innovative companies in the world. And today, it’s official!

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B2B Innovation Financial Video 126

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act.?

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Customer Service Training Training Customer Service Communication 122

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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.

Self Service

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy. What is Occupancy in the Contact Center? Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

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Call Center Contact Center Self Service Multi-Channel 109

Merkle

MAY 20, 2022

As we discussed in our last post , once your organization has an identity of a customer developed and can update customer profiles in real time as new engagements happen, you can watch the journey progress and build through marketing efforts.

Customer Journeys 105

Customer Journeys Management How To Customers 105

CSM Magazine

MAY 18, 2022

Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving. 1. Email. Are your email addresses easy to find online or on customer documents? If customers are trying to contact you, it is likely that something has gone wrong, so ensure that finding your contact details does not frustrate them further.

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Chatbots Customer Service Customer Service Representative Social Media 105

Kapta Customer Success

MAY 16, 2022

The secret to a strong revenue pipeline isn't continual growth into new markets, with rapid lead acquisition, conversion, and sales. Instead, it's the long-term customers: the ones who trust your brand, will go out on a limb to try new products and services, refer you to their associates, and stay with you for renewal after renewal because of their faith in your relationship.

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Customer Retention Management How To Sales 104

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Customer Experience

Brandwatch CX

MAY 18, 2022

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Resources 103

Merkle

MAY 19, 2022

Since 2020, shifts in event strategy to digital and hybrid events have pushed the webinar into a place of prominence in the B2B marketing mix. And even as in-person events return, webinars still offer a compelling way to deliver reach, depth, and engagement. Not only are they a more cost-effective option to engage buyers and customers, but the digital format also offers a treasure-trove of audience insights – when deployed correctly.

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B2B Strategy Marketing Engagement 105

MyCustomer

MAY 20, 2022

Loyalty Poor CX leaders use NPS - but NPS isn't the issue.

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NPS Metrics Loyalty 102

Zonka Feedback

MAY 20, 2022

Do you often create surveys and wonder how to make them effective? Do you want to have a good response rate on your surveys to get real customer insights and improve your business accordingly? Well, launching effective customer surveys and getting constructive feedback is an essential part of any business to make the right business decisions at the right time.

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Survey How To Feedback Customer Insights 98

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C

Education Services Group

MAY 20, 2022

The Reason. It’s a normal day so far. Pre-pandemic when I went into an office every day. The commute this morning was long—typical combination of traffic and Cincinnati construction. I just got back from lunch with my friend and coworker Gary—double reward points day at our local sandwich shop somehow makes roast beef taste better. I open my laptop and start scanning through the five or six emails that have come in while I was gone; mostly spam—straight to trash.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

ChurnZero

MAY 20, 2022

Are you a CSM thinking about your next career move? You might be wondering what that promotion looks like and what it takes to land it. With some forward-thinking and career mapping, you can quickly identify the skills and the steps needed to advance from individual contributor to manager. In our webinar, The CSM journey: How to carve your Customer Success career path , Peter Armaly, vice president of Customer Success at ESG , explores specialized career paths in CS, the skills expected of CS pr

Customer Success 98

Customer Success How To Banking Leadership 98

Clarivate

MAY 19, 2022

There are more than 65,000 early career researchers in Ukraine. In this blog post, we spotlight the young scientists in the country and the disciplines in which they work. As the devastating effects of the war there continue, the future of research in Ukraine is uncertain. Continued escalation of conflict in Ukraine has halted much of the country’s research, as many academics have been displaced and others tragically killed or or missing [1].

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Government Resources Innovation Financial 98

Zonka Feedback

MAY 19, 2022

Surveys are a great way to collect Customer Feedback and know what your customers feel about their experience with your products, services, and organization. When you get this vital information, you can improve your business, follow customers’ opinions to make the right business decisions, enhance your strengths and USPs, work on your weaknesses, resolve customer issues, and prevent churn.

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Feedback Survey Report How To 98

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.

ROI

Call Experts

MAY 20, 2022

After hours and helpdesk support are two of the most critical business processes for companies. As the first point of contact, a contact center answers for your customers and prospects 24-7. It’s essential to ensure that you never miss an opportunity to grow your business. Unfortunately, many companies are not able to provide this level of service.

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Contact Center Call Center e-support Self Service 98

Adrian Swinscoe

MAY 17, 2022

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]. The post The biggest digital transformation trends in 2022 and beyond first appeared on Adrian Swinscoe.

Trends 98

Trends 98

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders.

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Industry Chief Customer Officer Leadership Software 98