February, 2023

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The Elements You Need for A Successful CX Program

InMoment XI

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? ”

Sports 260
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What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction.

Analysis 423
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Why a Customer-First Strategy Is Your Best Business Investment

C3Centricity

A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still don’t understand why it is their best business investment for growth as well.

Strategy 226
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Why The Metaverse Will Matter For Customer Experience (CX)

The DiJulius Group

According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone?

Groups 103
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Retail Reimagined: What It Means To Be An Innovative Retailer

Speaker: DeAnna McIntosh, Retail Growth Strategist

Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.

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Is CX the Loneliest Profession?

Heart of the Customer

My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past.

More Trending

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Does Who’s Driving the CX Bus Make A Difference?

InMoment XI

The success of your CX effort is determined not only by where it lives within your organization, but also by who’s heading up the program and driving its goals, actions, and direction within your company.

Sports 295
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A story about inclusive customer experience

Adrian Swinscoe

Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first appeared on Adrian Swinscoe

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4 Steps to Re-Engage Your Customers and Boost Retention

Blueshift

As marketers, we tend to focus most of our efforts on acquiring new customers. Although customer acquisition is certainly vital to future growth, retention also plays an essential role in a successful marketing strategy.

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Differentiating Customer Success and Support

ClientSuccess

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches.

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues.

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5 Ways Inspection Software Helps Hotels

IntouchInsight

How can you do more with less? This classic question is a real concern for hotel operators in 2023. Guest expectations continue to evolve while nearly 90% of hotels reported staff shortages in 2022. Hospitality Inspection Software

Hotels 251
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XI Café Podcast, Episode 4: Launching a VoC Program With State Revenue Office Victoria

InMoment XI

Welcome back to the XI Café Podcast!

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What Company Do You Admire Most??

ShepHyken

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be.

Company 161
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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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How Your Executive Team Can Ignite Enthusiasm for Your New Company Vision

C3Centricity

Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision. Just see how […

Company 226
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Live Chat for Higher Education – The Ultimate 101 Guide

Comm100

Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. With undergraduate enrollment on the decline , student recruitment has become fiercer than ever.

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Customer Experience in Retail Guide: Explanations, Strategies, & the Future of CX

Lumoa

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness.

Retail 236
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CX Tech Top-ups: Driving Data Excellence

IntouchInsight

At Intouch Insight, we are constantly enhancing our software so that we can empower our customers to reach customer experience excellence. This month we have added new features to the Intouch Insight Platform and IntouchCheck™. Product Updates

Data 224
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Where Should Customer Experience (CX) Teams Live Within An Organization?

InMoment XI

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success.

Report 260
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Seven Ways to Show Your Employees Some Love on Valentine’s Day

ShepHyken

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers.

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Alida integrates with ChatGPT for collaborative intelligence at scale

Alida

A key part of Alida’s mission is to enable collaborative intelligence, the idea that many heads are better than one. Alida communities, for example, bring brands and customers together in a shared space to co-create and improve experiences.

Examples 130
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ChatGPT in Higher Ed: Maximizing Benefits and Managing Risks

Comm100

It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT.

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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.

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Optimizing your customer feedback strategy in 2023

Lumoa

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder.

Feedback 208
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How to Get Started with Customer Experience Research Now

PeopleMetrics

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers.

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The Link Between RFM & NPS in Ecommerce Growth

Retently

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this.

Ecommerce 115
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Eliminate the Trust Gap: Six Ways to Create Trust with Your Customers and Employees

ShepHyken

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you?

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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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Media and zero-party data: Audience insights hold the key to profitability

Alida

Customers’ needs are changing at breakneck speed. Only insight communities can keep up. Customer Experience

Data 130
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Guest blog: 5 Customer Experience Trends for Financial Institutions in 2023

Comm100

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends.

Financial 190
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How to Re-energize Your VoC Program

Lumoa

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences.

How To 208