Wed.Nov 23, 2022

Understanding the Sample Size Formula

InMoment XI

There’s a lot that goes into creating statistically sound research, but few elements are as important as getting the right sample size. This is because the size of your sample can have a direct impact on your findings. If your chosen sample is too small, your results will likely be inconclusive.

Travel 260

Top 5 Customer Service Trends to Expect in 2023


The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand.

Trends 130

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Want To Improve Employees’ Insights-Driven Decision Making? Data Literacy Programs Alone Won’t Help

Forrester Digital Transformation

Companies want to be insights-driven, customer obsessed, and future fit. This journey includes investing in data literacy or spending on tech. In 2022, 75% of US business decision-makers responded that they are adopting enterprise-wide data literacy, and companies are projected to spend 4.7

Stop renewals and upsells from dragging out through the holidays with four simple steps


This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year.

B2B 68

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

What your live chat security is missing


Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up.

More Trending

Make it a happy shopping Black Friday, not a scammy one

Helen Dewdney

Black Friday is upon us once again. This year it will be harder than ever to find real bargains. Researching last year’s Black Friday deals, Which? found that 98% of Black Friday deals weren’t worth buying last year.

Three Ways to Be Amazing

Shep Hyken

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time.

The Most Followed Accounts on Twitter

Brandwatch CX


What Are the Key Functions of a Call Center?


Key Call Center functions and Duties is to generate new sales and revenue while expanding the customer base. Read about the main functions of call centers and how they may bring value to many areas of your business. Calling Business

The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

Fired Up! Our Favorite Moments From Pulse Europe 2022


With Pulse Europe 2022 in the rearview mirror (we can’t believe it either!), it’s time to reflect on our top moments from the conference. Robin van Lieshout, founder of inSided, and I are already reminiscing about customer conversations and micro piglets, digital-led strategy and Dutch clogs.

7 Signs You Need to Outsource to a Customer Service Specialist

Advantage Communications

You’ve worked hard growing your business and customer service so that you can provide your clients with an excellent customer experience. But as your business grows, you're probably finding it harder and harder to keep up with the number of tickets. Contact Center

Learnings From Our Hybrid Cloud Management Forrester Wave™

Forrester Digital Transformation

This blog piggybacks off of my last post regarding the management evaluations I’ve been working on in 2022. As previously noted, they take a lot of effort but deliver high value — a lot of which can’t be captured in a single report.

Here’s How To Design A Customer Feedback Loop That Works


If you wish to build a successful product that’s scalable, talk to your customers! It’s the most direct way of figuring out if your concept of a ‘great’ product fits well with those who’ll actually use it.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Apply fine-grained data access controls with AWS Lake Formation and Amazon EMR from Amazon SageMaker Studio

AWS Machine Learning

Amazon SageMaker Studio is a fully integrated development environment (IDE) for machine learning (ML) that enables data scientists and developers to perform every step of the ML workflow, from preparing data to building, training, tuning, and deploying models.

Leverage?journey?modeling to operationalize the experiences?

SAP Customer Experience

A customer journey map is a good start but not enough. Improving customer experience and how customers engage with business processes often starts with mapping journeys. Mapping a customer or employee journey is a straightforward task that can happen in a workshop or two.

AWS Cloud technology for near-real-time cardiac anomaly detection using data from wearable devices

AWS Machine Learning

Cardiovascular diseases (CVDs) are the number one cause of death globally: more people die each year from CVDs than from any other cause. The COVID-19 pandemic made organizations change healthcare delivery to reduce staff contact with sick people and the overall pressure on the healthcare system.

Fired Up! Our Favorite Moments from Pulse Europe 2022


With Pulse Europe 2022 in the rearview mirror (we can’t believe it either!), it’s time to reflect on our top moments from the conference. Robin van Lieshout, founder of inSided, and I are already reminiscing about customer conversations and micro piglets, digital-led strategy and Dutch clogs. London’s weather held up and despite the Tube strikes, every attendee went out of their way to get to the venue, no matter the delay.

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager 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. Sign up today!

How JPMorgan Chase & Co. uses AWS DeepRacer events to drive global cloud adoption

AWS Machine Learning

This is a guest post by Stephen Carrad, Vice President at JP Morgan Chase & Co. JPMorgan & Chase Co. started its cloud journey four years ago, building the integrations required to deploy cloud-native applications into the cloud in a resilient and secure manner.

Pilot Episode: Doing More With Less During Economic Uncertainty


For our very first episode, we discuss tech optimism, maintaining user delight, and doing more with less when it comes to user testing with David Perry, CEO of Carro and Luke Freiler, CEO of Centercode


Employee feedback examples with 10 strategies for giving and receiving feedback


Employee feedback is an instrumental part of creating a feedback culture, which enables employees to understand exactly what they need to do to thrive in their role.

Move Your Customers to Where You Want them to be

MyCustomer Experience

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ). 23rd Nov 2022. By Colin Shaw Founder & CEO

Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

Nov 23 – Customer Success Jobs


Re-Framing Our Thinking Around Conversational AI

MyCustomer Experience

It's seven years since Amazon launched its Echo smart speaker, introducing us all to Alexa and taking the virtual assistant mainstream. 23rd Nov 2022. By Stuart Dorman Chief Innovation Officer