Thu.Jan 20, 2022

3 Ways to Capture Non-Purchaser Feedback to Improve Experiences

InMoment XI

When it comes to collecting feedback, of course we want to hear what our actual customers have to say about their experience. But, what about those individuals who have yet to make a purchase?

Omnichannel Customer Engagement – Lots to Love But How to Choose?


The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence.


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First Direct Bank Decided to Always Be Available: A Case Study

Customer Bliss

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. So it may be surprising that a bank that started in the late 1980s is leading the way in the UK.

A Journey of One: The Future of CX

Heart of the Customer

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Netflix Saturation Nears, With No Dearth Of Original Content To Binge

Forrester Digital Transformation

Netflix subscriber growth continues to slow. In its Q4, 2021 earnings interview tonight, company executives said it’s “tough to pinpoint” why customer acquisition hasn’t recovered to pre-pandemic levels. But the reality is that the streaming market has become saturated.

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The 10 Best Ways To Spend Your B2B Paid Media Budget In 2022

Forrester Digital Transformation

What's the best way to spend your paid media advertising budget in 2022? Forrester Principal Analyst John Arnold shares the 10 best ideas. Account-Based Marketing (ABM) Advertising B2B Marketing

How AI Can Help Overcome Hurdles and Help Brand Reputation in Collections


The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations.

Cimcorp’s IT Strategy for Working Smarter with IFS Cloud

Alliance by IFS

Cimcorp Group is a manufacturer and integrator of intralogistics automation whose intelligent solutions have brought peace of mind to warehouses. The post Cimcorp’s IT Strategy for Working Smarter with IFS Cloud appeared first on IFS Blog.

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How AI Can Help Overcome Hurdles and Help Brand Reputation in Collections


The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations.

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.

The Wrong Way to Write a Customer Apology Letter: Blame COVID

Seaton CX

Companies that didn’t innovate during the pandemic turn to apologies. And it’s going horribly wrong. The pandemic stoked an eruption of innovation – curbside pickup, … The Wrong Way to Write a Customer Apology Letter: Blame COVID Read More ».

Embracing Subjectivity: Using Autoethnography in UX Research

dscout People Nerds

How combining immersive observation with self-reflexivity makes for an impactful research method


Get Your Contact Center Digital Transformation Started with DevOps


Follow this Step-by-Step Process for Becoming More Agile. Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years.

Customer Service: How to Build Effective Customer Feedback Surveys

Advantage Communications

With the rise of customer-centric business strategies, an increasing number of organizations are focusing on customer experience metrics to guide the way they do business. Customer Service Trends

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

How to put empathy into action in your customer experience

Adrian Swinscoe

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]. The post How to put empathy into action in your customer experience first appeared on Adrian Swinscoe

Jan 20 – Customer Success Jobs


Role: Customer Success Director Location: Pennsylvania, United States Organization: Globality, Inc. As a Customer Success Director, you will serve as the lead point of contact for all customer account management matters.

No-vaxxers: The emotional drivers and how to navigate barriers to the COVID-19 vaccine

Maru Group

By Rich Durante, Managing Director, Pharmaceuticals and Medicines and Andrew Campbell, VP, Business Development, Maru/Matchbox | January 20, 2022. Negative emotions to COVID-19 vaccines must be addressed to build acceptance.

30 Top CX Thought Leader Blogs To Follow

Blake Morgan

*Photo by fauxels from Pexels. Succeeding as a CX pro–no matter if you’re an executive or just starting your career–requires constantly learning and adapting to new research, trends, and technology. And one of the best ways to do that is through CX thought leaders.

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.

The Biggest Restaurant Industry Trends for 2022

Brandwatch CX


Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining

Beyond Philosophy

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s because of COVID.

Q&A Recap: How to Scale Your Post-Sale Teams During Periods of Fast Growth


As a Customer Success leader, you know you should invest more time and resources into planning and executing the long-term initiatives your team needs to scale. But when those short-term deliverables and constant fires always seem to take priority, how do make progress?

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5 Daily Standup Questions for Better Scrum Updates


Daily standup questions for scrum updates go more or less like this: What did you do yesterday? What are you planning to do today? Any challenges to your progress? The problem is that many resources don’t explain the logic behind asking these three questions.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

3 Ways Federated Learning Unlocks New Opportunities in Healthcare

Healthcare data is being collected at an unprecedented volume and speed ( 36% compound annual growth rate! ). This opens up the door for applying advanced data-driven modeling techniques to exciting applications like reliable disease diagnostics and rapid drug discovery.

A Guide to Good Customer Service.

Call Experts

What is good customer service? Leave it to our Experts to make it easy; read this well-researched guide to keeping your customer happy! What is good customer service and how to make it scalable are questions we receive all of the time.

Sales Leaders’ Guide To Rolling Out Compensation Plans At Kickoff

Forrester Digital Transformation

Compensation plans that motivate sellers to accomplish corporate objectives are invaluable to sales growth. How sales leaders roll out compensation plans to their sales teams is crucial to gaining buy-in to the plan.

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The Importance of Building Credit

CSM Magazine

What is a credit score? It can be described as a way to measure your financial health. Financing your studies, getting a car loan or a mortgage all depend on whether or not you have good credit. In some instances, employers will even run a credit check on potential new hires.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!