Forrester reports that closing the loop with customers — communicating with them about their feedback — is the most important thing businesses can do to improve customer relations. And yet, 61% don't have a formal process for closing the loop.

We know CX matters when it comes to sales. Today, a whopping 46% of consumers say that customer experience is the main driver of the purchase decision whereas pricing is only 20%. But what is the main driver of customer experience? Emotions. Emotions are the key drivers that ultimately determine whether we buy or not - 95% of purchasing decisions are emotion-based.

Outcome-based CX has become a top priority for most organizations. The best experiences recognize us, engage us holistically, and treat us as “humans”; giving us a feeling of connectedness and being cared for. Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

It’s vital to identify the right model for your business and follow it. Ensure that you can define, design, and implement your program with clear goals in mind, and then analyze and act on the insight you gather. But what else? What are the secrets to succeeding at each of those stages? Customer Experience practitioners need to know the secrets that will unlock their program’s potential and secure future success.

In the age of automation and AI, it's easy to expect a lot from speech analytics platforms. But most organizations don’t achieve anything close to their initial expectations. This eBook details typical implementation challenges and steps that can get your speech program to its full potential.

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. When executed properly, a Voice of the Customer program will give you real-time insight into your customers’ experiences. From this feedback, you can identify trends and opportunities to improve CX across the customer journey, meet customer needs, and build better customer relationships.

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Centering a business around the customer is critical for accelerated growth and customer-centricity requires a strong CCO and CMO alliance. When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align?

When it comes to Voice of the Customer (VOC) programs, B2B organizations are often behind the curve, adopting best practices and innovations more slowly than B2C companies. However, the expectation for B2B companies to deliver exceptional experiences is the same, if not higher, than their B2C counterparts. Prior to working with Concentrix, Fastly faced many of the common challenges B2B organizations encounter when using a “do-it-yourself” VOC software platform: A heavy focus on reporting and bra

As contact center needs and pain points have evolved, so have contact center buying processes. This document will help you and your team narrow the field, with detail on the full impact your proposed CCaaS platforms can make on your operations, plus open-ended probing questions that get you better, more insightful responses than a simple “yes”. This guide covers: Omnichannel & Inbound.

The SaaS business model, which runs on recurring revenue, needs Customer Success to survive. As such, people are looking for answers on how to nail their Customer Success initiatives. Whether you’re finding yourself asking “what is Customer Success?” or you’re a seasoned practitioner, this resource is for you. In this guide, we distill down the vast learnings, expertise, and experience that our team of CS executives and professionals have amassed over a decade of working in various roles in the

International, multi-channel retailer Orvis is known for superior outdoor equipment and customer satisfaction. Delivering white glove customer service to millions worldwide is a challenge, so Orvis turned to Khoros CX Insights to help identify and resolve friction points in the customer experience. With CX Insights, Orvis was able to quickly categorize and analyze support inquiries to identify areas for improvement in their contact center, website, and email cadence.

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s ever-changing customer expectations, dynamic market realities, and aggressive competitors, the onus is on organizations to quickly understand where they are successful and where they fall short. Just as importantly, they need to maximize whatever advantages they have and eliminate any issues and shortcomings.

Scorecards are the foundation of your QA program––and understanding your customer experience. Whether you're building one from scratch or rethinking your existing scorecards, this guide is here to provide insights into everything you need to know.

People are itching to get back into the world. 54% of consumers say they plan to dine out at a restaurant at least once a week this year. As COVID-19 restrictions ease, the competition for their business is stronger than ever. Download this eBook today to learn how your restaurant can be prepared!

With more and more customer journeys and interactions shifting to digital channels, the digital experience is becoming the key differentiator for brands competing in today’s experience economy. In this paper, we consider four areas to explore as you adjust to compete in this new digital era, so you can set your sights on delivering customer experiences beyond the new normal, and for the new exceptional.

What does it really mean to be customer-centric? In this guide, we dissect the buzzword, show you real-world examples of truly customer-centric brands, and give you tactics that you can leverage to lead customer-centricity at your organization.

Digital omnichannel customer service. Haven’t heard of it yet? Your competitors probably have. This guide will answer all your digital omnichannel questions and help you to structure your digital customer journey around the needs and preferences of today’s consumers.

This large-scale North American survey explores changes in expectations over the last year. You’ll learn: What consumers expect from restaurants and food service establishments. How habits are solidifying. Where to focus efforts to drive the greatest impact.