Trending Articles

The Benefit of Loyalty Programs Amidst Rising Inflation

IntouchInsight

As anyone who has recently filled up their gas tank or purchased groceries will tell you, the cost of living just keeps going up. Consumer reactions to this vary greatly. Some people will shop sales while others will buy in bulk.

What Is a Unified Customer Experience and How Can It Benefit the Bottom Line?

Kayako

The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of customer experience management (CXM)?

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Closing the Outer Loop with the Six Sigma Methodology

InMoment XI

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs.

6 tips for boosting customer engagement

Alida

Personalization and two-way communication are key to engage and build loyalty among your customer base. Customer Experience

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Guest blog: The Top 3 Chatbot Features your Business Needs to Succeed

Comm100

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers.

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Do B2B Better Excerpt #1: Roxie Strohmenger

Heart of the Customer

Being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips.

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Inside Imposter Syndrome at Work with Amber Naslund

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome.

Why Voice Tonality Isn't The Most Accurate Way To Recognize Customer Sentiment (And What To Do Instead)

MiaRec

When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling. Speech Analytics

Why are Organizations Adopting SMS Customer Support?

Comm100

When listing technologies that have shaped the way people communicate, it’s impossible to exclude SMS, or text messaging. 100% of U.S. adults surveyed between ages 18 and 49 say they own a cellphone.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Employee Advocacy: Improving Experiences for Employees and Customers

InMoment XI

This article was originally posted on Quirk’s Media. Every successful business outcome benefits from having a reliable, flexible, actionable and amply proven template and improvement guide. This is as true for employee experience (EX) as customer experience (CX).

Organisations Should Build on Pandemic Messaging to Retain Customer Trust

CSM Magazine

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis.

SD-WAN Sunsets And ZTE Emerges

Forrester Digital Transformation

Software-defined WAN (SD-WAN) has started to ride off into the sunset (which is long overdue). For some time, you might see some vendors wandering around aimlessly, hoping to sell you a SD-WAN solution, but for the most part, the networking market is moving on. It didn’t happen like I predicted.

All About SaaS NPS Survey - Best Practices to Boost Success!

Zonka Feedback

Net Promoter Score© (NPS©) surveys are a great product feedback tool for a company that wants to measure and improve its relationship with its customers. But not many know how to utilize them the right way. Customer Experience

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer 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, resulting in reduced agent burnout and increased employee satisfaction and retention.

What is Customer Enablement? A Quick Guide for B2B & SaaS

Totango

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully.

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What Is Quiet Quitting And What Are 3 Ways To Reduce It?

The DiJulius Group

The pandemic changed the way much of America works.

Top 10 business review sites to grow your online reputation

BirdEye

Now more than ever, shoppers turn to online reviews before deciding where to spend their hard-earned money. They’ll often browse industry-specific review sites and read testimonials from previous customers prior to making a purchase.

Why Customer Success is your best investment during an economic downturn with You Mon Tsang and Punk CX

ChurnZero

When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

CX Annuities Solve CX ROI & Tenure Dilemmas

ClearAction

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience.

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SaaS Tools for Business Growth: Five Essentials You Must Have

Totango

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency.

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Detect population variance of endangered species using Amazon Rekognition

AWS Machine Learning

Our planet faces a global extinction crisis. UN Report shows a staggering number of more than a million species feared to be on the path of extinction. The most common reasons for extinction include loss of habitat, poaching, and invasive species.

How to select the right team chat software for your business

BirdEye

As a business owner, you already know communication is key to maintaining a successful operation. Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. That’s where team chat comes in.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Three Powerful and Easy Ways to Gain Employee Trust

Shep Hyken

Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so.

How Chatbots for Customer Service Improve Customer Support Metrics

Solvvy

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers.

Is Faster Customer Onboarding Always the Answer?

ClientSuccess

In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams.

How Amazon Search reduced ML inference costs by 85% with AWS Inferentia

AWS Machine Learning

Amazon’s product search engine indexes billions of products, serves hundreds of millions of customers worldwide, and is one of the most heavily used services in the world.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.