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Customer Service and Customer Experience

InMoment XI

I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers.

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Customer Service and Customer Experience

InMoment XI

I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers.

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Customer Service and Customer Experience

InMoment XI

I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers.

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Memorable experiences make for “WOW” customer service

Service Untitled

Perhaps the best of the best try to make every experience memorable by paying special attention to details. So what makes something like this so memorable, and why did the employee take it on her own to offer us such a complimentary service? Why do customers want to keep coming back?

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The 2023 Customer Experience Management Value Index

Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.

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Questioning the Service Recovery Paradox

InMoment XI

It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds.

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Questioning the Service Recovery Paradox

InMoment XI

It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. Don't miss this exclusive event!

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement.

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

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Have the drivers of customer experience changed? Download this eBook and discover how to adjust to get more from your customer feedback right now!

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! JUST RELEASED!

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NEW! 2023 State of CX Research Report Just Released!

Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.

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Research Report: The State of Community Management

Customer Communities Elevate the Customer Experience. Online communities provide a wealth of benefits for organizations; they impact a variety of customer activities, boost engagement, and provide a range of transformative business services. External Communities Elevate the Customer Experience.

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Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. and master customer rage for an insightful webinar on September 23rd.