Tue.Jul 05, 2022

The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn


In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift.

How Quick Service Restaurant Brands Can Drive Profitable Guest Experience Programs

InMoment XI

Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting.


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How to Build a Chatbot in 8 Steps without Coding


As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT).

How To 207

Firms Struggle To Embed Sustainability In Customer Journeys

Forrester Digital Transformation

CX leaders can ensure that sustainability is more than just good words and intentions by weaving their firm’s sustainability goals into customer journeys as they unfold. But many CX pros miss the opportunity because they: Fail to make sustainability real.

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?

Net Promoter Score® Research: the “for” and “against” list


Over the past few years, I have come across all sorts of research on Net Promoter Score. Some of it positive and some of it negative, but never in the same place or easy to access. Typically, organisations only link to the research that supports their case. So I thought that it would be a […].

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Keep Spray-and-Pray at Bay: Best Practice for In-App Messaging Campaigns 


We all know that personalization is key to the success of any CRM Marketing strategy and that is especially true when it comes to a key component in those strategies – mobile app marketing.

How to add a Chatbot to iOS


Last Updated on July 6, 2022 In this article, we will be sharing steps to building an iOS chatbot with Kompose. We will teach you everything you need to build a sample chatbot using Kompose for an iOS app. Step by Step Guide to Building iOS Chatbot with Kommunicate Step 1: Setup an account in [.].

Forrester Praises Amdocs’ VoC Program as Designed To Strengthen Client Relationships


Early in June, Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, joined Ryan Tamminga, SVP of Product and Services at Alchemer, onstage at the Forrester Research CX North America 2022.

How To Tell The Cream From The Crop With These 10 Standard Call Recording Features


Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same. Call Recording Complianc

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.

Why HealthGrades reviews matter in the healthcare industry


Patients across the country turn to HealthGrades when they’re searching for new healthcare providers.

6 Tips to Help You Create an Amazing Customer Experience


Whether you are conscious of it or not, every single interaction a potential shopper has with your brand contributes to their overall opinion of your company.

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How to Create a Customer Journey Map (Examples and Templates)



Transforming The B2B Buyer Journey

Blake Morgan

? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. The B2B buyer journey is changing, and companies that can match changing demands with technology, personalization and flexibility will succeed. .

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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.

Six Customer Experience Terms Every CEO Should Know


This article was originally published in CXBuzz. Customer Experience (CE) is an essential component for any modern organization focused on accelerating growth and delivering amazing outcomes for its customers.

Amazing Business Radio: Matthew Holman

Shep Hyken

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers.

The Impact of a Well-Defined, Designed, and Determined CS Ops Team


It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore.

How to sell your CEO on Key Account Management


Struggling to effectively manage large accounts as an account manager is difficult without organization-wide support.

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.

Strong Investment in CX Sees Sabio Group Drive Record Growth

CSM Magazine

Sabio Group , the digital customer experience (CX) transformation specialist backed by Horizon Capital has announced strong financial and operational performances in its annual report and accounts, published today. In the year to Sept 30 th 2021, the Group’s turnover increased by 52.8%

Use Amazon SageMaker Data Wrangler in Amazon SageMaker Studio with a default lifecycle configuration

AWS Machine Learning

If you use the default lifecycle configuration for your domain or user profile in Amazon SageMaker Studio and use Amazon SageMaker Data Wrangler for data preparation, then this post is for you.

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Improve Your Company’s Image Using These Powerful Strategies

CSM Magazine

A lot of entrepreneurs and business owners are so focused on the technicalities of running their companies and promoting their products or services that they sometimes ignore how important it is to also build a good image for their brand.

Best Product Feedback Questions

Zonka Feedback

Making a product successful requires every business to collect feedback from the customers. Successful product managers don’t get stuck on a product or feature that’s not working.

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.

Will Customer Service be Replaced by Robots?


What colors our imaginations? When it comes to our concepts of artificial intelligence and robots, how much of it is affected by what we’ve seen on TV and in the movies, from The Matrix to Blade Runner ? Beyond that, how prominent is the fear of automation taking jobs from humans?

What is a Dichotomous Question — Dichotomous Survey & Examples


When you are planning survey questions, there will be times when you want to clarify specific information or route participants; this is where dichotomous questions are beneficial. What are dichotomous questions? It belongs to the closed-ended question family.

The silent treatment: What to do when a customer ghosts


Is there anything worse than the deafening silence of that one customer email that’s missing from your inbox? Isabel Ruiz, former Customer Education Manager and host of CSM Toolbox, shares her best tricks for dealing with the silent treatment. Customer Success

70+ Rating Scale Questions to Make your Surveys Engaging


A close-ended survey question that evaluates how the user responds to a question about a particular brand or product is called a rating scale. The respondents are asked to choose from a number of options where the choices are between two extremes.

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.