Wed.Aug 17, 2022

A Conversation with CX Expert, Shep Hyken – How to Meet Today’s Sky-high CX Expectations


Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today.

Customer Service Representative - Roles and Responsibilities


While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR). But what exactly does the role entail?


Sign Up for our Newsletter

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

New Report: How Customer Loyalty has Changed Post-Pandemic, and What You Should Do About It


Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives.

Report 109

The 11 Key Customer Support KPIs You Need to Measure


Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business.

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 Mixed Signals Do You Send Your Customers?

Shep Hyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: .

More Trending

Together, we are unstoppable! Nick Mehta reveals durable growth playbook at Pulse 2022


Pulse 2022 is officially underway! The theme this year is “Unstoppable Together” and the opening keynote by Nick Mehta, CEO of Gainsight, proved just how important that message is for everyone at this moment in time. It’s no secret that the last few years have been a challenge for all of us.

How to Implement a Distribution Strategy That Aligns with Your Business Needs

Middlesex Consulting

This two-part article about distribution strategy appeared on Thomas Insights Update on August 11 and 17, 2022. Part 1 is about creating and maintaining a great distribution chain.

CSM Guide to Building Customer Loyalty and Improving Retention


As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer?

Definition of Negative and Positive Feedback Loop & How to Close Them?

Zonka Feedback

Nowadays, brands are using negative feedback loops and positive feedback loops to effectively manage customer relationships. Feedback loops prove to be a powerful tool when it comes to improving product/services and envisioning growth

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.

How to Inject Humanity into B2B Marketing


B2B buyers will be, and always have been humans with emotions. Despite this, B2B marketers have not always woven this information into their strategies. They use complex, feature-laden language which can make the buying process difficult.

ROI 83

PPT Solutions Ranks on the 2022 Inc. 5000 List of America’s Fastest-Growing Private Companies for a 5th Consecutive Year

ppt solutions

TULSA, OKLAHOMA, AUGUST 17, 2022 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today that they have been recognized on the annual Inc.

Vulnerability Programs Must Regain Trust To Inspire Action

Forrester Digital Transformation

Is using CVSS scores for risk prioritization leading to misalignment and even mistrust in your organization? Find out in this Security & Risk event session preview.

How to Get and Keep the Best Customer Service Managers

CSM Magazine

Recruiting and retaining the best customer service managers is critical if we want to grow as a company. Customers are more likely to switch to another company if they do not feel their needs are being met.

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.

AWS Localization uses Amazon Translate to scale localization

AWS Machine Learning

The AWS website is currently available in 16 languages (12 for the AWS Management Console and for technical documentation): Arabic, Chinese Simplified, Chinese Traditional, English, French, German, Indonesian, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Thai, Turkish, and Vietnamese.

Successful Hotel Review Management: 4 Best Practices



Incrementally update a dataset with a bulk import mechanism in Amazon Personalize

AWS Machine Learning

We are excited to announce that Amazon Personalize now supports incremental bulk dataset imports; a new option for updating your data and improving the quality of your recommendations. Keeping your datasets current is an important part of maintaining the relevance of your recommendations.

Manny Says “What?!”

Engine Insights

This is Us in Response to Job Switching and the Great Resignation My wife and I were late to the This is Us party. We’d heard of it but hadn’t been watching the episodes as they aired.


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.

Your Next Big Opportunity? Listening to Your Customers 


We recently surveyed 323 marketing decision-makers about their views on marketing, budgets, technology, acquisition vs. retention, future plans, tactics, and challenges. We handed them no less than 25 questions.

eBook 52

Are you there ROI? It’s Me, Marketing: A cost-saving series from Khoros


Proving ROI in marketing takes a vastly different approach than the next day's Metrics. The vast number of platforms people interact with is rapidly ballooning into a complete social media circus. There is T.V., movies, Youtube, TikTok, Instagram, heck, and even podcasts these days.

ROI 52

CX job vacancy of the week: Audible

MyCustomer Experience

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 17th Aug 2022. By Rhys Fisher Staff Writer

Improving patient access and healthcare literacy [PODCAST]


Every year, a vast number of people worldwide die prematurely from non-communicable diseases. As the United Nations Sustainable Development Goals (SDGs) make clear, more needs to be done in this space.

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.

How real companies are using AI every single day

MyCustomer Experience

HYou might think AI is reserved for the big fancy companies like Amazon or Apple or Facebook but actually, AI is used by hundreds of. 17th Aug 2022. By James Dodkins Customer Experience (CX) Evangelist

3 Components of the Customer Experience You Should Know


The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason.

Aug 17 – Customer Success Jobs


Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals.

Five Reasons To Buy A Service Before A Product

Forrester Digital Transformation

Products versus services. For many years, every purchase made by security and tech leaders fell into one of these categories. The same tribes existed for vendors: product and service. In this context, we define security services as “managed security services,” not consulting.

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.