InMoment XI
JANUARY 18, 2022
It’s never been more important to stay tuned into employee and customer experience trends. The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! About the 2022 Experience Trends Report. A Word About COVID.
Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.
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eglobalis
MARCH 30, 2025
For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. This is a shift from reactive measurement to proactive management of customer experience.
Retently
JANUARY 13, 2025
By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. Analyze trends, identify friction points, and implement improvements that make a tangible impact on the customer journey. CSAT measures satisfaction.
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Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout.
InMoment XI
MARCH 16, 2022
Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. These new CX trends were based on indirect and inferred data, as well as surveys across several industries. CX Trend #2: The Impact of Social Media Influencers.
ECXO
NOVEMBER 25, 2024
Every feature request represents a signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities. ROI Indicators to Measure: Will the feature reduce churn or attract new customers?
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. How you can measure "Ease of Doing Business" & customer effort. NPS and Loyalty are the new shiny.
Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting
What to measure (and what to NOT measure). In this session, Jeb Dasteel, the former long-time chief customer officer of Oracle, will candidly discuss his views, successes, and even failures in implementing Customer Success programs in a Fortune 100 organization. How to align with your CEO’s objectives.
Advertiser: Skilljar
Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.
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Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Our featured panelists bring measured thoughts on the above (and more!) Will the average customer experience improve?
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