Trending Articles

4 Keys to Transforming Your CX Program to an ROI-Focused, Revenue Generating Machine

InMoment XI

2022 is being branded as “ The Year of the Squeeze. Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both.

ROI 284

How to Build a Chatbot in 8 Steps without Coding

Comm100

As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT).

How To 130
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The Mystery Shopping Process in 5 Steps

IntouchInsight

With any good meal, the ingredients and the steps that go into preparing it are integral to the final product. And mystery shopping programs aren’t so different.

Brands 249

3 Highlights from Customer Experience Experts at the XI Forum Singapore

InMoment XI

This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember.

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Why Your Company Must Prioritize DE&I and LGBTQ+ Initiatives All Year

Alida

Boost the employee experience by turning a celebration into permanent company values. Brand Experience DEI

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Firms Struggle To Embed Sustainability In Customer Journeys

Forrester Digital Transformation

CX leaders can ensure that sustainability is more than just good words and intentions by weaving their firm’s sustainability goals into customer journeys as they unfold. But many CX pros miss the opportunity because they: Fail to make sustainability real.

Net Promoter Score® Research: the “for” and “against” list

Genroe

Over the past few years, I have come across all sorts of research on Net Promoter Score. Some of it positive and some of it negative, but never in the same place or easy to access. Typically, organisations only link to the research that supports their case. So I thought that it would be a […].

Associates Program

Optimove

Make your first career move a career-defining one. Apply to Optimove’s Associates Program: Why join, and how does it work? Kickstart your journey: The Associates Program is a fantastic stepping-stone if you’re just starting your journey and looking for valuable work and life experiences.

3 Types of Survey Charts to Visualize Data & Business Trends

Zonka Feedback

Carrying out a survey within your organization enables you to keep track of your business progress and the milestones you have attained within a particular time frame. Also, surveys play a crucial role in helping you monitor closely and get feedback from the people who matter most to your business.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Future Fit Manufacturers Evolve Their Platform Strategies To Scale

Forrester Digital Transformation

The launch announcements for Siemens Xcelerator and Horizon Nexus show how platforms are evolving in the manufacturing sector. Age of the Customer Automation Digital Transformation Europe internet of things (IoT) Metaverse

The Best Instagram Analytics Tools

Brandwatch CX

If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% in 2013 to 32.3% in 2015.

Tools 78

How To Tell The Cream From The Crop With These 10 Standard Call Recording Features

MiaRec

Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same. Call Recording Complianc

How Customer Loyalty Can Drive B2B SaaS Business Growth

Totango

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

The Importance of Sentiment Analysis in Marketing

ReviewTrackers

ReviewTrackers

Put Your Computer Vision Models In “The Matrix” With Synthetic Data

Forrester Digital Transformation

As artificial intelligence charges forward on many fronts, computer vision continues to be one of, if not the most, critical method of connecting the real and digital worlds.

The Peak-End Rule’s Missing Piece

Heart of the Customer

I’m a huge fan of author Daniel Kahneman. His first book, Thinking, Fast and Slow is a great CX resource, even though it’s not about customer experience per se. The most valuable takeaway for CX pros is probably “The Peak-End Rule.”

Why Prioritizing B2B Customer Experience Matters?

Zonka Feedback

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

6 Tips to Help You Create an Amazing Customer Experience

Helpware

Whether you are conscious of it or not, every single interaction a potential shopper has with your brand contributes to their overall opinion of your company.

Tips 66

How to Create a Customer Journey Map (Examples and Templates)

ReviewTrackers

ReviewTrackers

The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn

Totango

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift.

Amazing Business Radio: Matthew Holman

Shep Hyken

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Jul 05 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Boulder, CO, US Organization: Floify As a Director of Customer Success, you will build, develop & maintain C-level and senior-level customer relationships for enterprise-level clients and ensure the renewal of key accounts.

The Great Resignation in NZ and how to retain your staff through it

Perceptive

The events of the last few years have caused many Kiwis to rethink careers and what they want out of their jobs. When the Great Resignation hit the US in 2021, New Zealand businesses and economists alike wondered if we’d soon experience a similar phenomenon.

How to Create a Customer Experience Strategy

ReviewTrackers

ReviewTrackers

The Impact of a Well-Defined, Designed, and Determined CS Ops Team

Gainsight

It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore.

Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.