December, 2021

Top 4 Customer Experience Trends for Financial Services to Expect in 2022

Comm100

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services.

Elves Rule: Employees ‘Make’ The Customer Experience, and Should Be Recognized for It

InMoment XI

This article was originally published on CustomerThink. Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T.

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3 Tips for Shaping Brand Experiences With New and Loyal Customers

Alida

What happens when a beloved business rebrands? Or when new product formats emerge that risk alienating some audiences while impressing others? Brand Experience

Brands 207

Uniphore Collaborates with Cisco to Enable Better Customer Experiences

Uniphore

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

How eCommerce Fits Into Retail's Post-Pandemic Future

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

Top Takeaways and Key Insights from the Digital CX Week Roundup

NICE inContact

Do you wish you had a crystal ball that would tell you what 2022 has in store for your contact center? We're not fortune tellers, but we do have plenty of insights about what lies ahead. CXone Customer Experience NICE CXone

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CX Top-Ups: New Features for the Holidays

IntouchInsight

Happy holidays and happy new feature releases! This month we have added several new features and product enhancements to the Intouch Platform and IntouchCheck™. Product Updates

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Digital Customer Experience: The Value of “Slamming” Your Assumptions

InMoment XI

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience.

5 Ways to Deliver Extraordinary Experiences for Every Audience

Alida

The best decisions are made with customers, not for them. But this isn’t always easy. During Alida Activate—Fall ‘21 , however, we got to hear from two pioneers in this area who showed us that type of transformation is entirely possible. Customer Experience

The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes

Uniphore

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online.

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Delivering great CX this holiday season despite supply chain challenges.

NICE inContact

The holiday shopping season can make or break a retailer's entire year. Contact centers are used to the holiday spike in transaction volume, but this year may be even more challenging for retail businesses and contact center agents to navigate. CXone

Wow Your New Employees

Bill Quiseng

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”

2021 CX Reflections – Building Community Through Servant Leadership

Horizon CX

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end.

InMoment’s Modern Market Research and Data Analytics Approach Ranks in Top 50

InMoment XI

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

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The CX Leader Handbook

Whether you’re just starting your CX career or looking to change roles, our CX Leader Handbook is for you. Grab your free copy to learn how to find the right job, thrive as a leader, and strategically plan for the future.

Forrester and Alida Come Together to Improve CX With This Recipe

Alida

At Alida Activate 2021, industry leaders around the world gathered to share the latest and greatest in customer experience (CX) best practices, thought leadership, and more.

Reimagining the IT Help Desk with Tech Mahindra’s Lawrence Sathiaraj

Uniphore

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues.

Expert perspective: How to level up your voice of customer program

NICE inContact

Imagine having a gold mine in your yard and never venturing out to dig up some nuggets. Customer Experience Contact Center Management NICE CXone

Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

How to Improve Government-to-Citizen Engagement in 2022

Comm100

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). .

Four Things to Consider When Leveraging a Customer Feedback Management Platform

InMoment XI

I may be dating myself here, but does anyone else remember sitting in a conference room surrounded by sets of data tables and analyses so you could then manually pull numbers, read through all the comments, and manually populate reports?

EMEA Delta Award Winners 2021

Alida

Every year Alida holds the Delta Awards, a ceremony in which we highlight and praise the year's achievements in customer experience and insights by our esteemed customers.

Brands 130

Reducing Attrition in BPO Customer Service

Uniphore

Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. At the same time, BPO employees are needed now more than ever.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

5 2022 CX trends: Time for a CX revolution

NICE inContact

For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious. CXone Customer Experience NICE CXone

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Always Available, Always Informed Service: How Chewy.com Proves They Care About Your Pet As Much As You Do

Customer Bliss

If you have a pet, it’s likely that you have become a “Pet Parent.” Your pet is a member of your family, and you seek out the best of everything for them. Most important, you want smart, knowledgeable people guiding you to the right food and equipment.

4 Reasons Why Credit Unions Need to Offer Live Chat in 2022

Comm100

Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences.

The Employee & Customer Experience Improvement Framework You Need in 2022

InMoment XI

Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers.

The Ultimate Guide to Customer Service in 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.