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.

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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 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!

How to Turn Customers into Storytellers

Alida

Customers always have stories to tell—but at first, they might not realize their feedback is a story that truly needs to be shared. To encourage them to share their thoughts, opinions, and unique perspectives, you need to turn them into storytellers. Customer Experience

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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.

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

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.

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

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.

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

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.

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.

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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 213

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.

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.

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 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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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 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.

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.

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

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.

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.

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.

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

Catch Up On Our Most-Read (And Must-Read!) Posts From The Past Year

Kerry Bodine

Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring resources for those in the customer experience field. I hope you enjoy this year’s round up. #10:

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.

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Why should you invest in CX? Experts weigh in

GetFeedback

A recap of customer experience experts Shep Hyken and Dan Gingiss’ session at the 2nd Annual CX Impact Summit. Articles

Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.