Mon.Aug 01, 2022

4 Stats that Show How Universities Can Increase Enrollment 


Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up.

B2C 130

Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.

Myra Golden Media

Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Show Me You Care More about Helping My Business than Getting My Business

The DiJulius Group

Show Me You Care More about Helping My Business than Getting My Business *On Sunday, July 24th, a long-time mentor and friend of mine, Larry Gould passed away at the age of 96. In two of my books, I have written about Larry’s amazing ability to help people first, without expecting anything in return.

Episode #26 – Why You Need to Embrace an Accessible Workplace

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Canada’s first Chief Accessibility Officer Stephanie Cadieux on the importance and benefits of embracing an accessible workplace.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

Step Up Your Governance Game With Our Information Security Steering Committee Charter Template

Forrester Digital Transformation

We’ve said it many times: security matters, and security leaders have more influence and access to boards and senior executives than ever.

More Trending

How to implement employee feedback and engage your talent


You’ve set up your employee feedback system, have made sure it is anonymous, measures your employee experience, engagement and/or satisfaction, and are regularly collecting feedback from your workplace. Employee experience

Customer Experience Is A Decision

Blake Morgan

?. People often refer to customer experience as a discipline. But it’s more than that—customer experience is a decision. No matter where you are in your career, customer experience is a decision to wake up and care about customers, influence change and create a better world.

5 Top Customer Service Articles of the Week 8-1-2022

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. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume.

B2C 60

Brandwatch Product Update Summer 2022

Brandwatch CX

Brandwatch Updates Uncategorized


Discover What Stage Your CE Program is in and the Next Steps for Tomorrow’s Growth

Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.

Simplify iterative machine learning model development by adding features to existing feature groups in Amazon SageMaker Feature Store

AWS Machine Learning

Feature engineering is one of the most challenging aspects of the machine learning (ML) lifecycle and a phase where the most amount of time is spent—data scientists and ML engineers spend 60–70% of their time on feature engineering.

Verint Engage22 and the opportunity to evolve CX through employee engagement


Engagement Engage22 & the opportunity to evolve CX with EX

Creating a Customer-centric Culture: Four Steps to Get Started


Creating a Customer-centric Culture: Four Steps to Get Started. Marissa Feigen. Mon, 08/01/2022 - 18:38. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK.

Key Takeaways From Health Insurers’ Q2 Earning Calls: What We Can Learn About The Future Of Healthcare

Forrester Digital Transformation

The top health insurers are holding their Q2 earning calls and their discussions reveal key trends on where the healthcare industry. Age of the Customer Customer Engagement customer experience digital disruption healthcare trends Innovation personalization

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.

How to get more referrals from your customer loyalty program


Check out these tips to get more referrals from your customer loyalty program

Bread, Milk, Eggs….Health Equity. The 5th Aim Is A Staple For All Americans

Forrester Digital Transformation

The Triple/Quadruple Aim has long been recognized as a framework to optimize the US healthcare system. This daunting ambition was given hope with the proposal of accomplishing three goals equally in 2008, and the addition of the 4th in 2014.

How to become a Trusted Advisor to your key accounts


Are you an account manager (AM) trapped in vendor status with your key accounts? If so, you may be wondering how you elevate your relationship with your customers to a strategic partnership.

Stay Ahead of Competition With An Anywhere-work Approach to Talent

Forrester Digital Transformation

Forrester’s research shows that two-thirds of US firms are moving to anywhere-work models, bringing a significant shift to the tech labor market. For most companies, the labor market is tight and continuing to tighten.

Customer Education Maturity Model: How Customer Learning Programs Create Value

The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.

What Is A Good NPS score? – Meaning, Best Practices, And A Lot More! 


A young CEO was horrified with the hit her business took during the pandemic. Up until that point, she never really had given much importance to developing her brand’s identity. Her area of focus revolved mainly around improving the revenue and profit numbers.

Announcing The Forrester EUEM Wave: The Race To Improve DEX Is On

Forrester Digital Transformation

We are thrilled to today release our second ever “The Forrester Wave™: End-User Experience Management, Q3 2022.” We looked at the top 9 vendors in the market today and evaluated them across a whopping 32 criteria – up from 10 in our previous New Wave report. Why is EUEM so important?

2022 Latest Report: Statistics on the Philippine BPO Industry

Magellan Solutions

Statistics on the Philippine BPO Industry for the year, 2022. There were undoubtedly many disruptions that caused havoc for businesses in 2020 and this also affected the Philippine BPO Industry. However, a lot of BPO companies have been able to use this era of disturbance as a chance to review and rethink their businesses, making them robust and future-proof.

Next On The Data Deprecation Docket: Location Data

Forrester Digital Transformation

Location data is getting a lot of attention lately — most recently thanks to the Federal Trade Commission’s announcement that it is “committed to fully enforcing” laws that protect sensitive data, including location and health, after the overturning of Roe v.

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.

Why utilities should engage state energy leaders now for Bipartisan Infrastructure Law grant funding

West Monroe

Utilities and transmission developers have several upcoming opportunities to pursue Bipartisan Infrastructure Law grant funding to upgrade or expand transmission capacity. A key to realizing that opportunity is immediately engaging state energy offices to discuss priority projects.

Customer Experience Is A Decision

Blake Morgan

?. People often refer to customer experience as a discipline. But it’s more than that—customer experience is a decision. No matter where you are in your career, customer experience is a decision to wake up and care about customers, influence change and create a better world.

This Trick Will Help You Uncover Trends From Your Support Data


By now, most companies have set up some sort of customer self-service tool. Whether it is a chatbot, a help site , or simply a search engine, most businesses have seen the value in letting consumers navigate their site, and find answers and products on their own.

Tools 52

10 Tips for Better Reflecting Your Brand Identity in Your Emails

SmartMessage Blog

It is essential to create an effective email marketing strategy to increase brand awareness in the business world. Although e-mails are generally thought of for sales purposes, efficient communication with the target audience becomes possible with the increase in brand awareness. With a well-thought-out e-mail strategy that you will use to promote your brand well to your customers, you can strengthen your company and increase your revenue in the long run.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.