June, 2022

Why Your Company Needs to Adopt a Customer First Strategy

C3Centricity

Denyse Drummond-Dunn · What a customer first strategy means today. Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”.

What is Customer Journey and Why Is It Important?

Kayako

For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture.

Insiders

Sign Up for our Newsletter

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

How to Write the Best Customer Onboarding Surveys & Improve the Experience

InMoment XI

It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand.

Survey 439

How to Sell Customer Experience to Your Organisation

Lumoa

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. It’s a rather simple idea to understand, but not an easy thing to do in practice.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

The Mystery Shopping Process in 5 Steps

IntouchInsight

With any good meal, the ingredients and the steps that go into preparing it are integral to the final product. And mystery shopping programs aren’t so different.

Brands 225

More Trending

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction.

What is Customer Effort Score (CES) and How to Measure It?

Kayako

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy.

3 Highlights from Customer Experience Experts at the XI Forum Singapore

InMoment XI

This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember.

Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting?

Trends 141

The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

3 Reasons To Use A Professional Mystery Shopping Provider

IntouchInsight

When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer experience initiatives.

Guest blog: The Ultimate Guide to Launching and Branding a Successful Customer Experience Program

Comm100

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge.

Brands 207

Top Contact Center Challenges In 2022

Omnicus

As private and public sectors alike push through the uncertainties and optimize operations for 2022 and beyond, take note of these contact center industry trends and incorporate them as permanent aspects of your contact center technology strategy for both the customer experience and the customer contact experience. As businesses and customer lives get back on track, we identified some contact center trends shaping the industry in 2022.

Why Your Company Must Prioritize DE&I and LGBTQ+ Initiatives All Year

Alida

Boost the employee experience by turning a celebration into permanent company values. Brand Experience DEI

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

How Two Companies Leveraged a Customized Social Listening Solution to Gain Game-Changing Insights

InMoment XI

Many organizations are drowning in pools of untapped social data. Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more.

Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me.

CX Tech Top-ups- New Features for the Summer!

IntouchInsight

Our team has been working hard to release new enhancements designed to make your life easier. This month, our featured releases are all about making your experience using the Intouch Platform and IntouchSurvey™ even better. Product Updates

211
211

4 Chatbot Customer Service Use Cases for Every Industry

Comm100

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support.

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager 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. Sign up today!

Mapping Customer Journeys Through a Systems Lens

Horizon CX

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view.

System 130

Reimagining Research: How to Create Better Customer Research Experiences

Alida

Research has been part of your entire life. School reports, global news, even deciding what movie to watch—over time, all these things have made you familiar with the research process. Alida Activate 2022

Report 130

How Would You Rate Your Experience? A Primer on Transactional Surveys

InMoment XI

Surveys are one of the most direct and effective means of gathering insights. They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand.

Survey 414

How to Turn NPS Feedback Into Reviews, Recommendations and Referrals

Retently

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 124

Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

According to Steve #5 – A Little of This, A Little of That

Steve DiGioia

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic.

Hotels 152

4 Obstacles You Face Without Live Chat Software

Comm100

The global live chat software market was valued at $590 million in 2016. Fast forward only 7 years and it is projected to reach $997 million next year. . For those organizations offering live chat, this likely comes as no surprise.

IT IS TIME TO RECESSION-PROOF YOUR BUSINESS

The DiJulius Group

Do you know how to recession-proof your business? I am probably one of the few business owners who actually likes a recession, in some cases, prefers it over a booming economy.

Groups 104

Activate ‘22: What Brands Can Learn From the Buffalo Sabres Fanbase

Alida

No matter what industry you’re in, you can learn something from sports teams’ fanbases. Alida Activate 2022

Sports 130

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!