Tue.May 17, 2022

Customer Journey Mapping Examples

Heart of the Customer

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.

2022 EX Trends: The Top 2 Things Employees Must Have in Their Next Job

InMoment XI

Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely).

Trends 337

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Want to Win the Great Retention? Prioritize Employee Mental Well-Being

The DiJulius Group

For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives.

Groups 105

CX Mission Moments: 3 Ways to Turn Words into Actions

Experience Investigators

There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your customers, no matter what.

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Meet The Analyst Covering Data Storytelling, Data Literacy And Data Leadership: Kim Herrington

Forrester Digital Transformation

Tell us about yourself: I help people seek, solicit, and speak data & information in safe to share environments. I can help data, technology, and business leaders influence culture change and ignite insight-driven decision making at their organizations.

Data 83

More Trending

Five Best CRMs for B2B Sales in 2022


Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022.

B2B 75

ChurnZero Builds Momentum with Industry Awards and Accolades in Q2 2022


WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership.

6 Tips to Help Improve Your Team's Customer Service Skills


When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake.

Tips 69

The biggest digital transformation trends in 2022 and beyond

Adrian Swinscoe

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]. The post The biggest digital transformation trends in 2022 and beyond first appeared on Adrian Swinscoe

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Amazing Business Radio: Dan Cockerell

Shep Hyken

Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie.

May 17 – Customer Success Jobs


Role: Director of Customer Success Location: Remote, United States Organization: Timescale As a Director of Customer Success, you will identify and implement strategic and tactical methods that constantly improve customer experience. Establish and track KPIs and support company goals and initiatives.

Want to work at Clarivate? Five tips for today’s job seeker


Thanks to an ever-changing digital landscape, the way people work is evolving. How we go about recruiting and hiring new colleagues is constantly in flux, too.

Tips 83

TheLoops Launches on Zendesk Marketplace

CSM Magazine

Predictive Analytics and Automations to Power Real-Time Support.

Data 56

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Key Metrics You Should Track with Product Analytics


Understand the product metrics that matter to accurately find optimization opportunities within your product and improve retention. product analytics saas metrics Product analytics metrics Product metrics product success metrics

You’re going to need a better bot

MyCustomer Experience

YThe verdict on bots is in: consumers like them. Seventy-four percent of them prefer chat bots when asking simple questions, 65% feel. 6th Jun 2022. By Dragoradknezi CEO and Co-founder

Net Promoter Score (NPS) Benchmarks for Customer Success Professionals


Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score.

Healthcare Executive Poll—Q2 2022

West Monroe

We’ve watched over the last two years as the pandemic accelerated the ongoing shift to personalized, value-based, and technology-driven healthcare—changes that helped push M&A and investment in the sector to record highs.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

Looking Back to Move Forward


Significant events of 2006: Nintendo released the Wii gaming console NASA launches the New Horizons space probe Saddam Hussein goes on trial GlowTouch introduces NOC services Okay, one of those may be a little different from the others in that it has a daily impact on any organization with a network operations center.

High-Tech & Software Executive Poll—Q2 2022

West Monroe

While growth may be slowing after record expansion in 2021, plenty of opportunity remains for technology and software companies—even amid supply chain instability, a tight labor market, inflation, and heightened regulatory scrutiny. But what’s driving that expansion?

In-Real-Time: Why Your Business Should Prioritize Quick Reactions to Consumer Demands

CSM Magazine

Consumers have become more demanding in recent years, expecting businesses to respond to their concerns quickly or lose them as customers. A single study showed that the thing people want out of customer support is quicker response time, and it isn’t surprising.

Financial Services Executive Poll—Q2 2022

West Monroe

In April, some of the world’s biggest banks reported lower profits for the first time in nearly two years—largely due to losses and precautionary measures stemming from inflation, the Russia-Ukraine war, and a historic labor shortage.

Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.

Three Tech Advancements That Have Had Huge Impacts on Customer Service

CSM Magazine

Technology is playing a big part in how we can communicate with companies on a day-to-day basis, with tech playing a big role in ensuring that communication is now as straightforward as ever.

Energy & Utilities Executive Poll—Q2 2022

West Monroe

A transformative move to clean energy seemed right around the corner in 2021: utility-scale solar and battery storage set annual installation records , and the passage of the Infrastructure Investment and Jobs Acts (IIJA) allocated $73 billion toward building new power lines, rebuilding America's electric grids, and expanding clean energy access.

New Tech TEI: Applying The TEI Methodology To Forecast Benefits Of New Technologies

Forrester Digital Transformation

Unlike the traditional TEI, the New Tech TEI methodology allows for a forward-looking ROI story that bridges the gap between historical data and business value impact.

Consumer & Industrial Products Executive Poll—Q2 2022

West Monroe

Just when manufacturers had begun to bounce back from pandemic-related supply chain disruptions, the Russia-Ukraine war and inflationary pressures introduced more uncertainty and new roadblocks.

How Great Organizations Empower Customer Experience Teams

Speaker: Conference Speakers

Learn from the leaders at Digital Experience Virtual Summit ‘22, August 17-18. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Lunch is on us when you attend. Save your spot!