February, 2022

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience)

InMoment XI

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Revolutionary even.

The ultimate guide to customer service

GetFeedback

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

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How People Recognise Brands: I Can Guarantee It’s Not What You’re Thinking!

C3Centricity

How do you think people recognise your brand? Is it by its logo, its colour, its pack, its jingle? Well, you may be surprised to learn these are all only pieces of the puzzle. A brand is a combination of elements, that together make it recognisable.

Brands 252

5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience

Customer Bliss

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond).

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

The Top Customer Service Expectations that Brands aren’t Meeting

Comm100

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. New data outlined in a report by Acquia shows a massive disconnect between organizations and consumers.

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Three Steps You Should Take Before You Send a Customer Experience Survey

InMoment XI

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Before you answer this question, let us present you with a few facts.

Survey 351

COVID-19 has forever changed CX. Here’s how

GetFeedback

The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay. Articles

Is It Really That Important That I’m Wearing a Name Tag?

Steve DiGioia

There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this?

The Risks of Not Knowing All 12 Essential Elements of Your Target Customer

C3Centricity

I think it’s pretty clear to everyone in business that NOT knowing your target customers costs a lot – sometimes the business itself! Think Kodak, Nokia, Borders). So how well do you really know your target customers?

Brands 226

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Should Higher Education Offer Live Chat to Students?

Comm100

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all.

How are you going to choose your CX Metric?

Alida

Having trouble choosing a metric for your organization’s survey programs? You’re not alone. Customer Experience User Experience

Natural Language Processing 101: Three Tips for Optimising Your Text Analytics Software

InMoment XI

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close.

3 Ways to Automate Your Mystery Shopping Data

IntouchInsight

Mystery shopping is a commonly used tool to help brands ensure that their employees are delivering on brand standards and adhering to operating standards.

Data 156

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

Selecting Agent Management Solutions – are you asking the right questions?

Calabrio

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers.

Reimagining CX To Drive Real Human Connection

Kerry Bodine

Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want is to make you as happy as possible.” . Sigh… It really bums me out that we’re living through a time when this type of plea is necessary. . At the same time, I get it. Our proverbial buckets are at capacity, and we’re collectively exhausted.

How Universities & Colleges Can Engage International Students Overnight

Comm100

Connecting with international students is simply not easy, and it has been made even more difficult with the onset of Covid-19. New enrollments by international students at colleges and universities in the U.S. have declined for the past five years.

The 80/20 Rule Doesn’t Work Anymore; Here’s Why Inclusive Design Always Wins

Alida

Hitting a perfect 100% is hard. That’s why people love playing with the 80/20 rule.

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

3 Tips to Bridge the Gap Between Your CX Team & C-Suite

InMoment XI

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics.

Tips 343

4 Key Steps to Launching a Mystery Shopping Program

IntouchInsight

Over decades of managing mystery shopping programs we've seen time and time again that the overall success of a program hinges on the initial design. We've worked with brands across countless industries and, while specifics vary, the initial steps to launching a mystery shopping program are the same.

The ultimate guide to customer service

GetFeedback

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

Is Your Pocket on Fire and Nobody Notices? – Tip #37

Steve DiGioia

Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies.

Tips 170

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

How to Improve Student Support Services – Meeting Sky-High Expectations in Higher Education

Comm100

Today’s students are CX-indulged. Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization.

Driving Innovation and Collaboration in the Autodesk Research Community

Alida

Autodesk, Inc. is an American multinational software corporation ??with with a diverse portfolio of software products and services for the architecture, engineering, construction (AEC), manufacturing, media and entertainment, and education industries. Customer Experience

Do Companies Recognize the High CX Value of Employee Advocates?

InMoment XI

This article was originally posted on CustomerThink.com. Do companies recognize the high customer experience (CX) value of employee advocates? Shouldn’t they want to cultivate the kind of behavior advocacy represents? That’s my belief.

4 Key Steps to Launching a Mystery Shopping Program

IntouchInsight

Over decades of managing mystery shopping programs we've seen time and time again that the overall success of a program hinges on the initial design. We've worked with brands across countless industries and, while specifics vary, the initial steps to launching a mystery shopping program are the same.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!