Wed.Jul 06, 2022

10 Questions New Chief Customer Officers Must Ask Themselves


Congratulations on becoming the new chief customer officer of the organization. It is always great to reach a new pinnacle in your professional career. I suppose it took you a long time to reach this position.

Creating a Customer Loyalty Program? Get Started in 5 Steps.


As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. .


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3 Types of Survey Charts to Visualize Data & Business Trends

Zonka Feedback

Carrying out a survey within your organization enables you to keep track of your business progress and the milestones you have attained within a particular time frame. Also, surveys play a crucial role in helping you monitor closely and get feedback from the people who matter most to your business.

EXECUTIVE INSIGHTS – In Conversation: Rob McDougall, CEO of Upstream Works, on AI & Setting Expectations in the Contact Center

Upstream Works

Rob McDougall is the driving force behind Upstream Works Software. He is passionate about using the best technology to make the agent experience better. With so much technology change, this is hard to do, but the stakes have never been higher for contact centers.

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?

The Best Twitter Analytics Tools

Brandwatch CX

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account.

Tools 109

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When Your Company Becomes a Verb

Shep Hyken

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark.

Two Ways Uplight is Making Our Products More Accessible


Residential Online Assessment available in Spanish Uplight has officially launched Home Energy Manager, a Residential Online Assessment (ROA), in Spanish for one of our utility clients!

Service complaints hit an all-time high - so why is customer satisfaction the highest on record?


Engagement Complaints are up so why is CSAT at a record high

A utility’s journey to a more digital customer experience

West Monroe

Becoming digital is not simply a project that utilities embark on. Rather, it’s an evolution and a way of being that will be necessary for survival.

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.

Envirocare Transforms Grounds Maintenance Services with BigChange Tech 

CSM Magazine

Envirocare has replaced four different admin systems with one complete job management solution streamlining the organisation of its nationwide commercial gardening and grounds maintenance operation.

3 Easy Ways To Improve Schedule Adherence


There’s a lot riding on your contact center schedule. Does it have enough coverage for each channel ? Does it meet your agents’ needs? Does it have the right tasks at the right times? Will customers get service in the time they expect ?

Top In-App Feedback Tools for Product Managers

Zonka Feedback

More than 6 billion smartphone users are part of the mobile app ecosystem which is expanding at a CAGR of 11.5%. Your mobile app is just one of 2.87 million Android apps and/or 1.96 million iOS apps.

Announcing The Forrester Wave™: Global Adobe Services Partners, Q3 2022

Forrester Digital Transformation

I’m pleased to announce the latest published The Forrester Wave™: Global Adobe Services Partners, Q3 2022.

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 Merritt Clubs retain gym members


We interviewed Donyel Cerceo, Director of Marketing at Merritt Clubs. Donyel covers many great topics related to retaining gym members

The Forrester Technology Strategy Impact Award Semifinalists For North America

Forrester Digital Transformation

Drum roll, please! We announce the 10 semifinalists for the prestigious Forrester Technology Strategy Impact Award 2022 for North America! Age of the Customer Business Technology (BT) Core Tech Strategy Information Technology promoted

Introducing All-New Survey Metrics! See Mission-Critical Metrics at a Glance


Product Announcement – July 2022 Release. Surveys are all about asking questions and getting answers. But without a clear view of all the surveys you’re running and answers you’re collecting, you can be left in the dark in regards to the health of your survey practice as a whole. That changes today.

Managerial Competencies: Core Skills, Importance & Examples


Managers. They are the glue keeping the bond between decision-makers and the rest of the employees strong. It’s a helluva tough job, make no mistake, requiring specific skills, or in a more corporate jargon way, managerial competencies.

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.

093: Good Enough Now

The DiJulius Group

Jess Pettitt is an author and keynote speaker. She believes to thrive in this world you have to ride two horses at once: one of humility and one of ego. This is why, while hosting and performing stand-up in NYC, she also worked as a diversity and inclusion specialist. After a decade, Jess quit her.

Break through language barriers with Amazon Transcribe, Amazon Translate, and Amazon Polly

AWS Machine Learning

Imagine a surgeon taking video calls with patients across the globe without the need of a human translator.

10 Essential Services SMEs Don’t Have That BPOs Can Provide

Magellan Solutions

These are the 10 most important services for start-up businesses that BPO Philippines can provide. A few years back, BPO Philippines was just the destination for inbound and outbound call centers. It is because of communication and interpersonal skills for Filipino agents. But now, many companies that outsource to Philippines also have their eyes on their non-voice services.

2022 Holiday Preparation: Hybrid Shopping Experiences


The holiday season has long been equal parts joyful and stressful, but global events have exasperated this dynamic. After 2020 prevented many from seeing their loved ones, we have all learned to appreciate gathering together when it’s possible even more.

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.

Average Salary for Call Center Agents in the Philippines

Magellan Solutions

Average Salary for Call Center Agents in the Philippines. It’s no secret that the BPO industry is booming. . Aside from providing businesses with easy solutions, the outsourcing industry provides many opportunities to professionals all around the world, especially in the Philippines. . The Philippines steadily became an outsourcing hotspot back in the 2010s, easily overtaking India as one of the top outsourcing providers in the world.

How marketers must respond in a recession

MyCustomer Experience

HBusiness life is getting tough. The days of credit, sales growth and benign economic environment are over, at least for the time being. 6th Jul 2022. By Nicholas Watkis Principal Consultant

New Forrester State Of Account-Based Marketing Survey Reveals How ABM Budgets Are Shifting

Forrester Digital Transformation

Forrester’s latest State Of ABM survey for 2022 has just been released, providing new insights into the current state of the account-based marketing (ABM) landscape.

Jul 06 – Customer Success Jobs


Role: Customer Success Director Location: Remote, Austin, TX, US Organization: As a Customer Success Director, you will build and deliver upon mutually agreed upon success plans with buy-in from customer’s sales, marketing, and operational leadership.

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.