Trending Articles

3 Ways to Capture Non-Purchaser Feedback to Improve Experiences

InMoment XI

When it comes to collecting feedback, of course we want to hear what our actual customers have to say about their experience. But, what about those individuals who have yet to make a purchase?

Three Key Challenges Healthcare CX Leaders Face Today

Uniphore

Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today.

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Alida and Rybbon Increase Customer Engagement with Digital Incentives

Alida

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base

First Direct Bank Decided to Always Be Available: A Case Study

Customer Bliss

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. So it may be surprising that a bank that started in the late 1980s is leading the way in the UK.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Omnichannel Customer Engagement – Lots to Love But How to Choose?

Comm100

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence.

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Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys.

Why Product Teams Need to Prioritize Inclusive Design

Alida

When it comes to product design, there’s a preconceived notion that the best thing to do is design for one type of person — the most average consumer. Product Experience DEI

13 Most Inspiring Marketing Quotes and Questions to Live By in 2022

C3Centricity

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation.

Live Chat Metrics 2022 – Benchmark Data

Comm100

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Do You Confirm? How Uncertainty Costs You Money

Steve DiGioia

There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask).

AI-Powered Analytics Drive Healthcare Compliance and Personalize CX

Uniphore

Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences.

A Small but Powerful Surprise

Shep Hyken

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business?

The 8 Best Ecommerce Help Desks On The Market Today

Help Scout

Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support. Read the full article

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

A Journey of One: The Future of CX

Heart of the Customer

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot.

People Skills Technique to Be Less Blunt Still Honest | #PeopleSkills #Bluntness

Kate Nasser

Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too!

4 Potential CX Themes for 2022 Your Best Year Ever

The DiJulius Group

It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1.

From CEO Rob McDougall: Where Have All the People Gone?

Upstream Works

Two years of the COVID-19 pandemic have changed the business landscape in countless ways. Remote working has been significantly accelerated, as have the technologies used to support it.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

5 Playbooks Every CSM Team Should Have

ClientSuccess

For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture.

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Cimcorp’s IT Strategy for Working Smarter with IFS Cloud

Alliance by IFS

Cimcorp Group is a manufacturer and integrator of intralogistics automation whose intelligent solutions have brought peace of mind to warehouses. The post Cimcorp’s IT Strategy for Working Smarter with IFS Cloud appeared first on IFS Blog.

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Ratio Scale: Definition, Characteristics & Examples

ProProfs Chat

While collecting data from various types of surveys and questionnaires , marketers often make use of 4 types of data measurement scales, namely: Nominal, Ordinal, Interval, and Ratio Scale.

Influencers & the Forum Community

Vanilla Forums

The idea of the influencer has been around for the past couple of years, especially the concept of the micro-influencer. For those unfamiliar, the micro-influencer is generally someone in a specific niche that has a core following around a specific passion.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Get Your Contact Center Digital Transformation Started with DevOps

Cyara

Follow this Step-by-Step Process for Becoming More Agile. Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years.

De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?

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What is Brand Perception and How Can You Measure It?

ReviewTrackers

ReviewTrackers

Rating Scale: Definition, Types, Questions & Examples

ProProfs Chat

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. But why? The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So people will not get frustrated when they see your surveys. .

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.