Trending Articles

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

InMoment XI

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping.

Retail 341
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How to Do Really Great Video Research

Alida

Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic.

Video 166

How Live Chat Improves the Digital Customer Experience

Comm100

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize.

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Insights on the Value of Conversational Automation

Uniphore

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise.

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New Opportunity: Why Nostalgia is not just a thing of the past, but the present!

Beyond Philosophy

I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too.

When Should You Upgrade CS Software?

Totango

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade?

Delivering Excellent B2C Customer Service: 7 Best Practices

Help Scout

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article

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Setting the Foundation for Your Customer Strategy with a SWOT Analysis

Kapta

Creating a long-term plan for every client in your company's book of business isn't just a valuable habit for growing revenue and building a stronger relationship.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

To Evolve CX, Evolve Your AX

Upstream Works

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service.

Our Competition is Beating Us Despite the Fact We Are Better Than Them

Beyond Philosophy

One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share.

Best New Customer Experience and Design Books – 2021 List

eglobalis

Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.

With my heartfelt gratitude this Thanksgiving

Bill Quiseng

Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving.

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.

7 Best Ways to Improve Patient Satisfaction

Zonka Feedback

Several studies show that satisfied patients who receive appropriate counseling, treatment instructions, comprehensive care, and an overall satisfactory experience, often respond positively to the treatment and experience better clinical outcomes.

Tired of chasing past-due bills? Solutions to get paid faster

BirdEye

What could you accomplish if someone waved a magic wand and granted you an extra 56 hours to devote to your business? Sign up new customers, get more revenue or take that vacation to Hawaii you have been dreaming of.

Our Competition is Beating Us, Despite the Fact We Are Better Than Them. Why?

Beyond Philosophy

One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field.

Customer Success Capacity Planning and Budget Guide

ChurnZero

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Have you ever been in a position where you’ve had to beg to hire more resources?

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

QUI QUOTE: It’s not the one BIG WOW to one customer that builds loyalty. It’s the one small wow delivered consistently to every customer.

Bill Quiseng

Customer Service

5 Business Benefits of After-Hours Customer Service

Advantage Communications

When customer service is managed internally, most businesses only have agents available during opening hours and that can be a huge problem when it comes to ensuring customers are satisfied.

Writing Your Own Customer Service Recipe Book

Help Scout

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional. Read the full article

Feedback Bribery

Shep Hyken

To what extent will a company go to try to get customer feedback ? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? . One of our faithful subscribers sent in a question.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Are Customers More Rude Now?

Andrew Mcfarland

A recent Time article suggested that rudeness has increased as part of the pandemic, particularly towards those in customer service roles. If this is true, what steps should we take? I’m not going to debate whether customers are in fact.

Nov 25 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director- Remote- US Location: Remote, New York, United States Organization: Foodsmart As a Customer Success Director, you will ultimately be responsible for nurturing and growing the relationships with the health plan and employer customers and ensuring their long-term viability.

5 Easy Ways To Show Customers They Matter

Doing CX Right

Communicating "thank you" isn't overrated. It's simple, yet people don't express it enough. Apply 5 simple tactics to show customers you care. The post 5 Easy Ways To Show Customers They Matter appeared first on Doing CX Right. Retention & Loyalty customer satisfaction gratitude loyalty

10 Top HRMS Software: The 2022 Edition

SurveySparrow

Is your team all over the place? Literally? With more remote workers and hybrid workers than ever before, automation can help you keep things sorted. That’s why for many companies, finding the top HRMS software has become a priority.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!