Mon.Sep 19, 2022

What’s a Customer Success Handbook and why it’s important?


Creating alignment in any organization is hard. For Customer Success (CS) teams, creating and managing alignment is essential at all stages of your CS evolution.

Guest blog: The Top 3 Chatbot Features your Business Needs to Succeed


Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers.


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Inside Imposter Syndrome at Work with Amber Naslund

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome.

The current state of open peer review


Openness and transparency are essential to creating trust in the peer review process.

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Accelerate growth with enterprise SEO


Search engine optimization (SEO) is no longer a one-size-fits-all marketing solution. What works for a small, mom-and-pop business might not work for a larger enterprise with hundreds of locations.

More Trending

Saudi Arabia’s First COPC Inc. Certified BPO: ccc by stc 


WINTER PARK, Fla. 19, 2022 — COPC Inc. is pleased to announce that ccc by stc has met the COPC Customer Experience (CX) Standard requirements. Headquartered in Riyadh, Saudi Arabia, ccc is a leading CX management business processing outsourcer (BPO).

Why You Must Assess Experiences For Inclusion — And How 

Forrester Digital Transformation

You want to create inclusive experiences for your customers. You have a diverse and inclusive design team and practice inclusive design. But once you create the experiences you wanted, how do you know if you succeeded in making them truly inclusive?

40+ Retail Survey Questions to Ask


Retail businesses use retail surveys to ask customers for feedback on their most recent shopping experience or on their experiences with the business in general.

Show Me The Value (Of Emerging Technology)

Forrester Digital Transformation

Learn which two of Forrester's top 10 emerging technologies can deliver value to your organization today. Age of the Customer Cloud Computing Trends Core Tech Strategy Emerging Technology technology-driven innovation

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Peer Evaluation: Questions and Template


Incorporate peer feedback with peer reviews. In this article, we list the best questions you can ask in an employee peer review and provide you with a free peer evaluation form template. Peer evaluation questions. Questions to evaluate your peers as part of a performance review or evaluation.

Why Key Account Management Matters


For most B2B companies, about 70% of annual revenue comes from existing customers. That’s seven out of every ten dollars coming from the base. Your job as a key account manager (KAM) is to secure that revenue by delivering value to your customers.

Three Things US And Canada Government Mobile Websites Need To Fix Now

Forrester Digital Transformation

When we set out to do a Digital Experience Review™ of US and Canada government websites, my colleagues and I started by checking to see which sites were most heavily used and how they’re accessed.

Parallel data processing with RStudio on Amazon SageMaker

AWS Machine Learning

Last year, we announced the general availability of RStudio on Amazon SageMaker , the industry’s first fully managed RStudio Workbench integrated development environment (IDE) in the cloud.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

3 Tips For Customer-Focused Communication From Amy Porterfield

Blake Morgan

? ? ? ? ?. Every business, regardless of industry, location, or size, depends on communication to create a fantastic customer experience. You can’t build relationships, get feedback, understand customers, or share information without being a great communicator.

Diversity and inclusion in innovation: understanding the ‘gap’ and five ways to empower innovators


In this blog we consider representation in innovation and inventorship, looking at diversity and inclusion (D&I) from an intellectual property (IP) perspective.

Voice of Customer (VOC): Why your businesses should listen?


Imagine the internet to be a huge shopping mall. Do you know whose voice would be the loudest in that mall? Not businesses. Not marketers. It would be that of the customers. In a business equation, the weight is always in favor of the customers.

5 Top Customer Service Articles of the Week 9-19-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

Are your clients ready for Google’s ‘Helpful Content Update?’

Reading Time: 7 minutes. It’s the end of the line. On August 22nd, 2022, Google began rolling out its Helpful Content Update. It’s an ongoing effort by Google to reward sites that are genuinely helpful (and punish those that aren’t). Sounds great, right? It may not be for your agency clients.

Sep 19 – Customer Success Jobs


Role: Head of Client Success, West Region Location: Malvern, PA, US Organization: Vanguard As a Head of Client Success, you will be responsible for the retention, satisfaction, and growth of clients and prospects within their assigned segment.

Apple’s BIMI Support = Time To Get Serious About DMARC Enforcement

Forrester Digital Transformation

Apple announced on September 12 that its email clients for iOS 16 and macOS will support a broad industry effort to combat brand spoofing and impersonation by implementing Brand Indicators for Message Identification — BIMI for short.

Conversational Feedback: Your Guide to Conversational Surveys


“Conversational feedback.” ” It sounds like an oxymoron, doesn’t it? Like “small crowd” or “open secret.” ” .

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.