JUST RELEASED! The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company.

To retain customers, companies need to work on the experience they provide and be available 24/7 through all imaginable communication channels.

When you launch a CX program, there is often an air of exuberance….you deliver some quick wins and feel you are making inroads in providing a better experience for your customers. A year or two down the track, however, it can feel like your program has flat-lined and you find it hard to make continuous (and meaningful) improvements. If your CX program has started to stagnate, check out our latest whitepaper for tips on how to reverse the trend.

Employees across an organization work with buyers at different stages in the customer journey. By gathering their feedback, companies can capture the biggest picture of employee and customer needs. That strategy is precisely what woom bikes, a children's bike company, employs. By focusing on both the employee and customer experience, woom bikes: Bolsters customer experience by acting on employee feedback.

With the recent acceleration of digital transformation, allowing customers to communicate with your organization in the easiest way possible is the starting, and perhaps the most crucial, point in their journey. When customers reach out, they either get in touch using their preferred channel of communication, or – perhaps surprisingly – the channel through which they’ll receive help or feedback from the organization the quickest.

The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power?

The new hybrid model emerging creates the opportunity to maximize the positives while reducing some of the negative attributes of remote working. 43% of survey respondents were using homeworking, with 5% running a pilot scheme or about to set one up. In 2020, driven by the need to react to the pandemic, these figures were 75% and 5% respectively. In 2021, these figures increased further, with 79% of respondents using remote working (which includes hybrid home-office working), and 4% trialing it.

Co-branded Infographic with Nice: Your Guide to Next-Gen CX Connections. Download today to find stats on customers moving from first gen to next gen digital. See how to meet your customers where they're at with a digital-first strategy.

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Updating and upgrading how you meet customer expectations should be a top priority for any company, and though it might sound like a weighty task, there is an uncomplicated solution: Community. Though we see this as an obvious connector, we realize that not everyone will. So, we have researched what customers truly want in a customer experience, and how community can serve that.

ZoomInfo

The benefits of account-based marketing are clear: internal alignment, shorter sales cycles, higher conversion rates. But none of this is possible without the most important element of a successful ABM program: good data. Data is the fuel that powers your ABM engine. Without it, you can’t find and reach your target accounts. Running an ABM program on data you don’t trust means wasted time, resources, and lost revenue.

ZoomInfo

Nurturing leads through your sales funnel is a daunting task for many business development teams, especially at the scale required to achieve lofty growth goals. But personalized prospecting is possible at scale with the right resources in place. At ZoomInfo, we’ve found that a rock-solid go-to-market playbook is key. That’s why we’ve gathered some of the best go-to-market plays from our own B2B sales and marketing pros and packaged them here for you.

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In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. But how do you encourage engagement? Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers. Our eBook explains how, with topics like: What is gamification?

ZoomInfo

It's no secret that hiring for a senior management position is a tough task for recruiters, and remaining open to changes and seeking better ways to source candidates is critical. That is why building a strong framework for executive hiring that maximizes efficiencies while minimizing cost and time to hire is important. In this eBook, learn: The Discovery Processes.

Let’s face it: the interview process is stressful, no matter what position you’re vying for. So we decided to partner with CX expert Jeannie Walters to help customer experience professionals land their dream jobs. Grab your free copy of The CX Leader Handbook to ace any customer experience interview and succeed in your position for years to come.

In our exclusive guide, you will have the chance to learn how you can get more from channels like email, SMS, and push notifications. Also, you will meet the unique capabilities of SmartMessage in helping you reach your targets.

Customer experience is a powerful differentiator. Done well, it will not only increase customer satisfaction and drive loyalty, but can also provide a real competitive advantage. In our latest whitepaper, we look at 5 tactics that will help you get the most out of your customer experience program. From tips on how to maximize feedback opportunity and target improvement efforts, to ways that you can enhance your CX program with supplementary data, this resource covers it all.

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With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes. Including a customer marketing foundation to the customer success roster of tasks isn’t adding extra responsibilities, it’s using existing initiatives to win in new ways.

There are significantly more escalated incidents now than before the pandemic—and this trend isn’t slowing down anytime soon. That's why GetFeedback (by Momentive) has partnered with Myra Golden, long-time customer service and de-escalation expert, to understand how Service teams can thrive in 2022. Learn how to employ de-escalation tactics while navigating tough conversations by downloading this new guide, The ultimate guide to customer service.