Stay Ahead of the Game

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. From introducing a fresh approach to capturing insights to outlining new ways to humanize data, these CX predictions are sure to give you lots to think about. Download your copy now!

The State of Customer Success Pt. 1

Vanilla Forums

In conjunction with Gain Grow Retain, we sat down with some of the most influential Customer Success Leaders out there. Together, Vanilla etched out the State of Customer Success in 2022. What does it look like? How can you prepare? Is your Customer Success team as prepared as they should be? This two-part eBook encompasses all the areas of Customer Success set to change this year.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, and there are so many ways a well-intentioned survey can go terribly wrong. Surveys are an important part of your customer experience, which mean they require the same level of strategy, planning, design, and management that you apply to your most important customer journeys and interactions. To help supercharge your surveys, we’re providing you with the four key elements of a brand-building survey program.

100 Pipeline Plays: The Modern Sales Playbook


Hit your number with 100 Pipeline Plays. For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets. Close more deals with these winning plays! Meet your modern sales playbook - See how high-performing sales and marketing teams increase pipeline year-over-year.

Research Study: Customer Perceptions of the Community Experience

Vanilla Forums

What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings. To answer this, we surveyed more than 600 consumers from the United States, the United Kingdom, and Australia to gain an understanding of their perceptions of the community experience.

The 2022 State of CX Report

It's been a rough couple of years, especially for customer experience professionals. The pandemic has made an already difficult job harder. From drastic shifts in consumer behavior to unexpected supply chain challenges, the CX landscape has dramatically transformed at an accelerated rate. These changes have left us curious: How exactly has the industry evolved?

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. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed? After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers.

A Simple Guide to Stakeholder Engagement

Customer Experience programs are shaping the future of business through their ability to create the changes customers want and need. These changes, however, can only occur if programs are embedded into a company’s culture. So where to start? This guide will take you through the different engagement tactics you can implement to help your company become more customer-centric.

The Ultimate Guide to Agent Retention

It’s hard to deliver amazing customer experiences when agents feel disengaged and unmotivated to stay. In this guide, MaestroQA outlines a framework to increase agent retention built on 4 concepts: alignment, engagement, recognition, and progression.

Community Predictions 2022

Vanilla Forums

Welcome…to the 7th Edition of Vanilla Forums’ Community Predictions eBook. We sat down with 22 experts to discover what's coming for community in 2022. Together, we worked out ten key takeaways for the coming year. If you run a community, are part of a community, or are debating whether or not to launch one, this eBook is for you. Check out the ten predictions we make for 2022 and prepare your community for the future.

Your Guide to Using Conversational Marketing to Drive Demand Generation


Conversations have always been at the heart of our most authentic relationships. Whether it’s a business deal or a personal connection, they are a driving force to solidify a foundation of trust. Enter conversational marketing — the new paradigm to tackling your business deals and converting prospects in minutes. Studies show the return on investment (ROI) of conversational marketing helps your marketing team drive revenue.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates


LinkedIn Recruiter is an effective way to start the recruitment process for an open position. But that doesn't mean there aren't some frustrating roadblocks on the network. That's where ZoomInfo Recruiter comes in, helping bridge the gap when job sourcing and communication efforts stall on LinkedIn. Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient,

The Ultimate Guide to CX Surveys

Customer feedback is essential for your business to thrive. Knowing what your customers love – or don’t love – will give you the direction you need. Discover best practices, how to formulate a great survey, and the most insightful customer experience survey questions to ask, all with examples!

2021 CX Trends Report

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

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.

Omotenashi: Creating Value by overcoming distance

The whitepaper looks at the importance of closeness for a good customer experience. The three dimensions of distance and how they can be overcome are being discussed: Physical distance, operational distance and affinity distance.

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.

Investing Wisely in your CX Tech Stack

Vanilla Forums

Why does your organization need to focus on building a great CX? Because a good customer experience is attributable to better revenue on your end, and higher satisfaction for your customers. Of the companies that have improved CX, how many do you think saw an increase in revenue? An enormous 84% of them. Are you heading in the right direction to maximize your ROI and cost savings across your organization?