Expert insights. Personalized for you.
From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. However, not all phone conversations are a pleasant exchange of thoughts. MORE
Take a pulse-check. How professionally trustworthy are you as you serve colleagues and clients? Are you committed to continuously serving each other, first, so you better serve clients, together? Or, are you self-focused, often opting to serve your own professional needs at the expense of others? MORE
Nowadays every company works with at least some kind of outsourced service or product, either to expand operational capacity, reduce costs, or elevate the know-how and strategic advantages of its business operations. MORE
Good customer service teams all have one thing in common—their habits. In the world of customer service, there are very clear rules about what you should and shouldn't do, however it's still hard to find good customer service these days. Support Customer Service MORE
First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? I hope not. MORE
ChurnZero announced today it was named a FrontRunner for Customer Experience Software by Software Advice. FrontRunner is designed to help businesses evaluate which software products may be right for them. . MORE
The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience. MORE
Intelligent Automation isn’t new. Organizations have been using technologies like Digital Process Automation, Robotic Process Automation, and Artificial Intelligence to drive their digital transformation for the last few years. MORE
As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix. MORE
The “marketing best practices” discussion in the last few years has been marked by a shift to trigger-driven marketing centered around realtime data usage. This has led to a fallacy that marketers should only use realtime data. MORE
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. MORE
Hero Digital , a leading independent digital customer experience (CX) company, today announced Hank Summy will join the company as managing director of its Western region, reporting to Hero Digital President Patrick Frend. MORE
Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. MORE
Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50. MORE
Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience. MORE
What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. MORE
I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. MORE
Now is the time for businesses to get to know and become comfortable with the post-pandemic customer experience; measuring the effectiveness of new processes, where to eliminate obstacles, while providing safer experiences for all MORE
Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. MORE
As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. MORE
The 5 Rules for Behavioral Journey Mapping. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? MORE
This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. MORE
If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now? MORE
“Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” - everyone. User communities MORE
This is a guest blog post by Dhruv Mehta from Acquire. Truth be told, there’s a direct relationship between customer retention and higher profits. MORE
You may have heard you can roll out a community platform in just a few days. What you have heard is 100% true. But the platform is just the tip of the iceberg of successful community investment. MORE
All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave. MORE
Begging for feedback from unenthusiastic or inexperienced testers is a frustratingly common occurrence for many beta and delta testing teams. But tester engagement — and the resulting feedback — are both vital to test success. MORE
You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. MORE
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. MORE
Contact center leaders are no longer measured on just efficiency; it is efficiency with better customer experience (CX). Balancing the two is a huge challenge and gets much more complex when you look at contact centers across multiple sites and geographies. MORE
You guys! Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories. MORE
It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must. Customer Experience CS Management CS Trends CS Tips MORE
1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). MORE
ShepHyken
JULY 29, 2020
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.
Vanilla Forums
JULY 29, 2020
All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave.
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IntouchInsight
JULY 27, 2020
Now is the time for businesses to get to know and become comfortable with the post-pandemic customer experience; measuring the effectiveness of new processes, where to eliminate obstacles, while providing safer experiences for all
NICE inContact
JULY 27, 2020
Contact center leaders are no longer measured on just efficiency; it is efficiency with better customer experience (CX). Balancing the two is a huge challenge and gets much more complex when you look at contact centers across multiple sites and geographies.
Experience Investigators by 360Connext
JULY 28, 2020
What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey.
Comm100
JULY 29, 2020
If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now?
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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TechSee
JULY 29, 2020
Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50.
CSM Magazine
JULY 29, 2020
As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix.
inSided
JULY 29, 2020
“Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” - everyone. User communities
Heart of the Customer
JULY 31, 2020
You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper.
Wired and Dangerous
JULY 27, 2020
Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience.
ShepHyken
JULY 28, 2020
The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience.
Totango
JULY 31, 2020
As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging.
Bizagi
JULY 31, 2020
Intelligent Automation isn’t new. Organizations have been using technologies like Digital Process Automation, Robotic Process Automation, and Artificial Intelligence to drive their digital transformation for the last few years.
Wootric
JULY 28, 2020
Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community.
PeopleMetrics
JULY 29, 2020
I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before.
ShepHyken
JULY 31, 2020
This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success.
Totango
JULY 31, 2020
Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer.
Vanilla Forums
JULY 30, 2020
Good customer service teams all have one thing in common—their habits. In the world of customer service, there are very clear rules about what you should and shouldn't do, however it's still hard to find good customer service these days. Support Customer Service
Optimove
JULY 30, 2020
The “marketing best practices” discussion in the last few years has been marked by a shift to trigger-driven marketing centered around realtime data usage. This has led to a fallacy that marketers should only use realtime data.
Cyara
JULY 28, 2020
You guys! Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories.
ProProfs Chat
JULY 29, 2020
From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. However, not all phone conversations are a pleasant exchange of thoughts.
Hero Digital
JULY 27, 2020
Hero Digital , a leading independent digital customer experience (CX) company, today announced Hank Summy will join the company as managing director of its Western region, reporting to Hero Digital President Patrick Frend.
CSM Magazine
JULY 30, 2020
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.
ChurnZero
JULY 31, 2020
This is a guest blog post by Dhruv Mehta from Acquire. Truth be told, there’s a direct relationship between customer retention and higher profits.
Talkdesk
JULY 29, 2020
Nowadays every company works with at least some kind of outsourced service or product, either to expand operational capacity, reduce costs, or elevate the know-how and strategic advantages of its business operations.
One Millimeter Mindset
JULY 30, 2020
Take a pulse-check. How professionally trustworthy are you as you serve colleagues and clients? Are you committed to continuously serving each other, first, so you better serve clients, together? Or, are you self-focused, often opting to serve your own professional needs at the expense of others?
The DiJulius Group
JULY 29, 2020
1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT).
Centercode
JULY 29, 2020
Begging for feedback from unenthusiastic or inexperienced testers is a frustratingly common occurrence for many beta and delta testing teams. But tester engagement — and the resulting feedback — are both vital to test success.
ChurnZero
JULY 27, 2020
ChurnZero announced today it was named a FrontRunner for Customer Experience Software by Software Advice. FrontRunner is designed to help businesses evaluate which software products may be right for them. .
PlayVox
JULY 28, 2020
It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must. Customer Experience CS Management CS Trends CS Tips
DemandJump
JULY 31, 2020
What is Lead Source Attribution? Digital Transformation Marketing Analytics Search Marketing Marketing Attribution Lead Generation
Beyond Philosophy
AUGUST 1, 2020
The 5 Rules for Behavioral Journey Mapping. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules?
Vanilla Forums
JULY 28, 2020
You may have heard you can roll out a community platform in just a few days. What you have heard is 100% true. But the platform is just the tip of the iceberg of successful community investment.
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