Mon.Aug 15, 2022

Why Listening is a Key to Empathy in Customer Experiences

Natalie Petouhof

Original Article by Ginger Conlon. Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this.

Shopping for Experiences, Not Products: A Primer on Retail Customer Experience in the Experience Economy

InMoment XI

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before.

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Episode #28 – Why Activating Activism in Employees is a Good Thing

Russel Lolacher

In this episode of Relationships at Work, Russel chats with activist and Campaigns Manager Jessie MacNeil-Brown on encouraging activism in employees improves the world and workplace.

Simulation Training Takes Hold in Customer Service Centers

CSM Magazine

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently.

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!

What is a customer journey health score - and should you use it?


Engagement What is a customer journey health score

More Trending

Top 20 Market Research Templates

Zonka Feedback

Are you interested in conducting market research but need some templates to get started? We unpack market research best practises, survey planning best practises, and share some of our best templates for brand, customer, product, and employee research in this guide.

Search Engine Marketing can reach more customers


When customers search for your products online, will they see you or your competitors first? If you aren’t ranking high enough in search results, you may be losing leads that are clicking on the links above yours.

Top 6 Website Feedback Form Ideas

Zonka Feedback

A website feedback form is a powerful tool for businesses that operates online. That's because the user feedback not only give insights into how your product(s) is perceived, but it also helps understand how to

MYC'D UP WITH CX LEADERS episode 8: Tabitha Dunn, Customer Experience Executive


"CX pros must develop executive leadership skills" Rhys Fisher. Wednesday, August 17, 2022 - 08:28. Customer experience management. Customer journey mapping. Customer value. MYC'D UP WITH CX LEADERS episode 8: Tabitha Dunn, Customer Experience Executive. Engagement

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.

7 Easy Steps For Building A Knowledge Base


The post 7 Easy Steps For Building A Knowledge Base appeared first on Knowmax. Knowledge Base building a knowledge base how to create a knowledge base

How do you prioritise your customer experience projects?


Engagement How do you prioritise your CX projects

Meeting the Insurance Needs of Audiences Impacted by Inflation


We listen to the news and hear that some areas of the US are paying $3 more for a gallon of gas than other places. So intuitively, we understand that different parts of the country are impacted differently when it comes to inflation

Why Does PBM Matter?


Pillar-Based Marketing (PBM) is a new method that DemandJump has pioneered for planning, writing, and structuring the content on a business's website. It greatly increases how often search engines show that content to people searching for it. Pillar-Based Marketing

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.

The Many Myriad Benefits of Personalization at Scale


Personalization at scale is the north star for customer-obsessed brands today (and any brand with a growth plan has likely embraced customer obsession).

Does PBM Replace ABM?


Pillar-Based Marketing (PBM) is a marketing tactic, just like Account-Based Marketing (ABM). But as far as one replacing the other, that wouldn’t make very much sense. PBM draws in organic traffic and better-qualified leads, while ABM allows sales and marketing to target those leads personally.

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Customer experience vs. customer relationship: What’s the difference? 


Keeping customers happy is one of the most important things you can do. So, when it comes to the customer experience vs. customer relationship debate, the answer is both! The key to delivering a great customer experience (CX) is establishing solid relationships with your clientele. .

CEM 52

Do I Need a PBM Platform?


Pillar-Based Marketing platforms are a great choice when it comes to reaching marketing goals. Audiences are tired of reading boring, irrelevant content that doesn’t keep them engaged. And companies are losing out on business, simply because their content isn’t ranking on the first page of Google.

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.

Webinar Recap: Getting Internal Buy-In and Vendor Approval


In a recent webinar with Head of Community, Katie Ray and inSided VP of Marketing, Remco de Vries, we discussed strategies for getting internal buy-in and key things to think about in your vendor research process. Community

The Fundamentals of Key Account Management


There are many activities required for successful key account management. Keeping them straight and completing them all can seem a bit overwhelming at times. But getting started or improving your abilities as a key account manager (KAM) is easier when you know the fundamentals.

How BEE Fits in ACEEE’s Roadmap for Climate Efficiency


Behavioral energy efficiency (BEE) programs have traditionally been effective conduits for generating energy savings, and in turn, bill savings for customers. Yet, while many utilities have ambitious decarbonization targets, most aren’t well positioned to meet them.

The Path Towards Experience as a Service

Natalie Petouhof

This is the third episode in our podcast series highlighting key takeaways from Empathy in Action , the bestselling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff.

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.

What Is PBM?


Simply put, Pillar-Based Marketing (PBM) is the future of the digital marketing landscape. PBM is a unique growth strategy that is used to align content marketing and demand generation tactics with the search behavior of prospective customers. Pillar-Based Marketing

The Technology that Drives Empathy at Scale

Natalie Petouhof

Empathy is more than a feeling. It’s a seismic shift in perspective that allows us to understand the experiences of others. For customers and employees, empathy enables satisfying experiences. For businesses, it delivers measurable results.

Everything You Need to Know About Casino Customer Support

CSM Magazine

Customer support is a vital part of any online business, especially casinos! Here’s all you need to know about casino customer support. Customer support agents are the unsung heroes of the online world.

Empathy Is Key To a Great Customer / Employee Experience

Natalie Petouhof

Original Article by By Stephen Leaden. The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.