Trending Articles

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience

InMoment XI

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. .

Top 5 Higher Education Customer Service Trends for 2023


Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels.

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Cyber Monday Sale: Save on CX Training & Coaching Through December 9

Kerry Bodine

It ’s Cyber Monday, and that means savings! Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. Now through Friday, December 9, 2022: Save $1000 on lifetime access to our Journey Mapping Master Class & Toolkit , the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps.

Innovation Day is upon us: What to expect


The Delta Awards, Alida’s recognition of top innovators in CX, are the focal point of the event. Customer Experience

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Your First Three Steps to Driving Impact

Heart of the Customer

As I speak in support of “Do B2B Better,” attendees love to hear how Dow, Hagerty, UKG, and other organizations take steps to driving impact, growing their CX programs as a result. And these programs deserve their accolades.

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More Trending

Top 5 Customer Service Trends to Expect in 2023


The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand.

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Want To Improve Employees’ Insights-Driven Decision Making? Data Literacy Programs Alone Won’t Help

Forrester Digital Transformation

Companies want to be insights-driven, customer obsessed, and future fit. This journey includes investing in data literacy or spending on tech. In 2022, 75% of US business decision-makers responded that they are adopting enterprise-wide data literacy, and companies are projected to spend 4.7

If more is not done to protect agents, customer service standards will fall

Adrian Swinscoe

The UK recently introduced some new legislation that has implications for customer service. Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts […].

7 Ways SaaS Companies Can Improve Customer Experience

Zonka Feedback

Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Because most SaaS companies rely on recurring subscriptions and referrals to get more clients. However, the two cannot be achieved without exemplary customer experience. Customer Experience

The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

Stop renewals and upsells from dragging out through the holidays with four simple steps


This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year.

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Christmas consumer rights on East London Radio

Helen Dewdney

It’s probably more important than ever to know our consumer rights. Few people can afford to lose money when they are spending and at Christmas when our expenditure is higher, it’s essential to ensure you are not fobbed off. .

What your live chat security is missing


Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up.

Instagram Marketing Guide for Business Accounts


These days, millions of shoppers make most of their purchasing decisions on Instagram. If your business isn’t on the platform already, there’s no better time than the present to create an account.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

4 Types of SEO: Are They All Still Relevant for SaaS SEO?


There are four types of search engine optimization (SEO) a company can do to make their content rank and get in front of ideal users. These are on-page SEO, off-page SEO, technical SEO, and local SEO. SEO Pillar

13 Effective Marketing Tips To Boost Your Cyber Monday Sales


Last Updated on November 26, 2022 Cyber Monday is a time when the majority of all online sales take place. It is known to have the highest sales volume in the ecommerce space today. This has led to it being recognized as the busiest day for shopping in the U.S. What is certain is that [.].

Make it a happy shopping Black Friday, not a scammy one

Helen Dewdney

Black Friday is upon us once again. This year it will be harder than ever to find real bargains. Researching last year’s Black Friday deals, Which? found that 98% of Black Friday deals weren’t worth buying last year.

Customer Service Goals: Setting Achievable Aims for Your Business


In a world of cutthroat competition amid similarly-marketed products and services, excellent customer service often determines who comes out on top. It’s not enough for companies to have the best products or the most competitive prices.

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue. Sign up today!

Three Ways to Be Amazing

Shep Hyken

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time.

Differentiating Customer Service vs. Customer Experience and Trends

Doing CX Right

Max Ball, Principal Analyst at Forrester, explains the difference between customer experience and customer service, trends to plan for and effective ways to solve customer needs versus creating pain points.

Sales Training Metrics That Matter

Integrity Solutions

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success.


5 Essential Skills CSMs Need to Succeed


For customer success managers in the SaaS industry, it’s never been harder to stay ahead of the competition.

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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

Three lessons I’ve learned building a Customer Success team from different backgrounds


This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies.

Guest Post: Transactional vs Relational Customer Service

Shep Hyken

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Why Your Contact Center Needs A Call Avoidance Policy


Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions.

Endpoint Management 2023: It’s Back To The Basics

Forrester Digital Transformation

A few weeks ago, I had the opportunity to attend the Tanium Converge conference in Austin, Texas.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!