August, 2022

Creating a Customer-centric Culture: Four Steps to Get Started


Creating a Customer-centric Culture: Four Steps to Get Started. Marissa Feigen. Mon, 08/01/2022 - 18:38. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK.

CX 101: Everything You Need to Know About the Customer Satisfaction Survey

InMoment XI

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services.

Survey 393

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4 Ways to Provide Personalized Customer Service


The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

Alphabet Soup of CX Metrics


Ten years ago, I emerged from the intensely analytical digital agency world of clickthrough and conversion rates, funnels, and seasonality, and dove headfirst into the CX space.

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!

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.

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CCO + CMO: Unstoppable Duo for Business Growth

Vanilla Forums

Recently, Higher Logic CCO, Jay Nathan, sat down with some special guests to discuss the importance of the relationship between the Chief Marketing Officer (CMO) and the Chief Customer Officer (CCO). Marketing Customer Success

Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance

CSM Magazine

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

There’s no Customer Experience without listening to employees


In times of economic upheaval, Voice of Employee (VoE) is critical to gather insight to deliver strong customer, product and employee experiences. EX Series

CX Leaders Are Overly Optimistic About Their 2023 Budgets

Forrester Digital Transformation

Forrester contends that CX leaders are overly optimistic about their budget prospects. Learn where to trim your CX budget in 2023 and key areas to increase investment dollars. Age of the Customer customer experience Customer Experience Measurement real-time CX

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.

Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success

InMoment XI

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending.

ROI 425

CX Tech Top-ups: Save time, organize, and analyze!


This month at Intouch Insight we have launched several new features to the Intouch Platform and IntouchCheck™ that will help you to organize and analyze your data as quickly as possible. Product Updates

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Top 5 Benefits of Chatbots in Customer Service


You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching.

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?

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.

Context in Customer Service: Why Is It Important in Customer Experience


Let’s say you are a teenager and want to borrow your aunt’s car. Do you ask her right after she just hung up from an annoying call? How about when she comes inside after mowing the lawn on a hot day – that same lawn you were supposed to mow yesterday?

Four ways technology is changing consumer behavior


To ride the technology wave, companies must keep their ear to the ground and match innovation to their customers’ needs. Customer Experience

How Employee Experience Initiatives Help Brands Retain Talent, Grow Workforces, and So Much More

InMoment XI

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon.

Five Opportunities for Convenience Stores in 2023


As the summer comes to a close and brands look ahead to 2023, Cameron Watt, President & CEO of Intouch Insight, addressed attendees of the Outlook Leadership Conference in Asheville, North Carolina.

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.

4 Stats that Show How Universities Can Increase Enrollment 


Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up.

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How Your Multi-Channel Customer Support System Is Damaging Your Brand Reputation & 8 Steps To Avoid It


Poor customer service is costing businesses more than 75 billion dollars a year. That number should scare you – or at least inform you that most contact centers will (and should) consider how they can up their game in the years to come. Discover exactly what it takes to deliver incredible customer experiences visit after visit, call after call. In these strange and challenging times, companies are facing the difficult task of increasing their profits without sacrificing their level of service.

Launch CX programs in minutes with Program Accelerator


Learn more about GetFeedback's newest product feature, Program Accelerator. Product & News


Five examples of brands driving customer-centric innovation


Customer centricity is now the ultimate “must have” for business empowerment that is assured to drive organizations to success. Customer Experience

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.

4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program

InMoment XI

When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest?

Service Revenue as a Percent of Total Sales (2022)

Middlesex Consulting

As a consultant, I talk with a lot of people. At some point, the conversations go like this: Prospect: How large can I grow my service business? Me: First, let’s get the question straight. You are asking me how large can I make service revenue as a percent of total sales. Right? Prospect: Right.

What is a Chatbot and How Do Customer Service Teams Use Them?


Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology.

How Call Coaching Will Help You Retain More Customers and Make Customers Happy


Customer retention is the most important aspect of doing business. It helps you realize your company’s profitability and improve customer service, market share, and revenue. However, retaining customers can be one of the most challenging aspects of running a company. Studies show that only 30% of companies retain more than 50% of their customers after two years! The good news? There are ways to improve this ratio - including call coaching. call coaching contact center

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.