May, 2022

What Is Frictionless Customer Experience and Why Is It Important for Your Business?

Kayako

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era.

Customer Engagement: From Core Competencies To Business Outcomes

Kerry Bodine

Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone.

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Activate: 4 Ways to Make Empathy the Heart of Your CX

Alida

The 2022 edition of Alida’s flagship event Activate will zero in on an increasingly important concept, one that’s foundational to today’s customer and employee experience: empathy. Empathy is at the core of every positive human interaction.

The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

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.

68 Customer Support Email Address Name Ideas

CX Accelerator

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs.

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The Importance of Customer Self Service Portal

Kayako

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied.

10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can.

Sports 283

How Indigo Gets Rapid Customer Feedback to Test Product Concepts

Alida

Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose.

How Customer Aggression in the Workplace Has Forever Changed Employee Experience

InMoment XI

We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained.

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.

CX Tech Top-ups: Try Our Brand New Hierarchy Comparison Dashboard

IntouchInsight

At Intouch Insight, we’re constantly working on new features that will help you reach the top of your game. This month we have introduced new features to the Intouch Platform and IntouchSurvey™. Product Updates

A Comprehensive Guide to Live Chat Software

Comm100

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business.

How to Easily Use Customer Co-creation for Profitable Growth

C3Centricity

One of my clients, who is following the 50 weekly actions for customer centric excellence as described in my book Winning Customer Centricity , recently asked me for some ideas on how to better involve their customers in co-creation.

How To 202

5 Things Pro Wrestling Teach Us About Customer Service

Steve DiGioia

Ok, ok, so I’m a wrestling fan. So what? Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person.

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.

Alida Activate ‘22: How Logitech Used Insight Communities to Find Underserved Customer Groups

Alida

Head researcher Ben Michelmore explains how digging deep into one segment of community members helped Logitech discover another. Alida Activate 2022

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Customer Journey Mapping Examples for Beginners

InMoment XI

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off.

3 Powerful Ways to Visualize Your Data

IntouchInsight

Analysis paralysis can be a real problem. The more data you’ve collected the better informed your business decisions will be. But distilling raw numbers or drilling down to the right level to pull out actionable insights is challenging.

Data 156

Guest blog: The Future of Customer Service: Changes & Challenges in 2022

Comm100

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred.

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!

How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

Why You Aren’t Receiving Qualitative NPS Feedback (And How To Fix It)

Retently

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback).

Q&A with Wondrium: The 3 pillars of CX success

Alida

We recently sat down with Susan White Frazier, Director of Market Research at Wondrium (formerly known as The Great Courses Plus), a subscription video streaming service with thousands of courses, documentaries, and nonfiction series, to learn how they are monitoring and encouraging positive customer experience within the entire Wondrium ecosystem.

Six Reasons to Attend XI Forum Sydney 2022

InMoment XI

We are just one week away from the XI Forum Sydney on June 1st!

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!

What is Customer Service, Really? – Tip #40

Steve DiGioia

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business?

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How Higher Education Suffers Without Digital Student Engagement

Comm100

Today’s Gen Z students have grown up during a time of incredible innovation in CX. Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it.

Why Customers Claim to Love Self-Service, but Still Loathe IVRs

Cyara

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time.

Sharing our gratitude as Solvvy officially joins Zoom

Solvvy

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for!

B2B 105

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!