Trending Articles

Understanding the Sample Size Formula

InMoment XI

There’s a lot that goes into creating statistically sound research, but few elements are as important as getting the right sample size. This is because the size of your sample can have a direct impact on your findings. If your chosen sample is too small, your results will likely be inconclusive.

Travel 260

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


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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.

Trends 130

How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change.

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.

How We Picked The 2022 Top 10 Emerging Technologies

Forrester Digital Transformation

Since we published The Top 10 Emerging Technologies In 2022, we’ve been getting questions about how these technologies were selected out of the hundreds that Forrester tracks. Clients also ask, “Why are some obvious ones like machine learning, blockchain, the metaverse, or quantum computing missing?”

More Trending

Move From Customer Service to CX with the Right Technology

Upstream Works

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.”

Why Do YOU Do CX?

Heart of the Customer

I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX?

B2B 78

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

Design Do’s and Don’ts for Retailers This Holiday Season

Forrester Digital Transformation

Retailers can improve their websites and boost customer experience this holiday season by applying these tips. Age of the Customer Customer Experience Strategy digital business holiday Retail Trends

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.

How to Build Customer Trust and Loyalty

InMoment XI

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones.

Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext


The post Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext appeared first on Keatext. Case study case study contact center customer experience product management surveys

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.

Improving Customer Service Results Through Empowered Agents

Doing CX Right

Sean Hawkins, a customer experience & contact center management expert, explains how to deliver great customer service through engaged and loyal agents. Learn how to do the basics right based on what's in your control.

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.

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.

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.

B2B 65

Customer Service: 5 Tips on How to Deliver Great Customer Support


There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood.

5 Key Customer Success-Centered Strategies Marketers Need for Driving Growth


As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

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!

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 […].

Social media analytics: Definition, types, and importance


When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Thankfully, social media analytics is becoming easier and more accessible.

Important Agent Performance Metrics to Measure Success

Zonka Feedback

The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns.

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 [.].

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!

The Most Followed Accounts on Twitter

Brandwatch CX


What's Next for NFTs?


NFTs (non-fungible tokens) went from a very fringe concept to a widely accepted aspect of the world of cryptocurrency. NFTs are used for many things—from game tickets to digital art to supporting tech startups. And there are a lot of interesting applications for them in a myriad of industries.

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.

What Is Quiet Quitting and Why Is It an Issue in Customer Service?

CSM Magazine

Stephen Holliday, CEO and Founder of Level , looks at the problem of ‘quiet quitting’ and what organizations can do to address it. The world of work is currently going through a really volatile period.

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!