March, 2022

what is modern day cx?

Esteban Kolsky

that’s a great question, no? it requires some context before it can be answered… and that context involves Michel Foucalt, Tom Siebel, and Ed Thompson. intrigued? stay with me on this one… in the e arly 1990s Tom Siebel started a company that gave birth to what later became CRM.

CEM 131

How 3 CX Trends Compare from North America to Asia-Pacific in 2022

InMoment XI

Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. These new CX trends were based on indirect and inferred data, as well as surveys across several industries.

Trends 354
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5 Essential Features for Customer Service Success

Kayako

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help.

4 Ideas to Increase Credit Union Membership

Comm100

As financial institutions emerge from the disruption of the pandemic, credit unions find themselves in an interesting position. By all available metrics, this is a period of unprecedented growth for credit unions around the world.

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.

5 Steps to Building an Effective Customer Survey in 2022

Alida

Only one in 26 customers are likely to complain about the product or service issues they are facing on their own. The rest will gradually become unhappy and leave your company without you ever getting a chance to learn what went wrong or how you could address the issue. Customer Experience

Survey 207

More Trending

The Future of Work Is Distributed—And Data Is Its Core

Calabrio

In Gartner’s recent report “Future of Work Trends: Work Is Distributed,” analyst Helen Poitevin outlines how distributed work implies “significant degrees of flexibility in how work is organized — who is involved in what work activities; and when, where and how it is getting done.”

Data 219

Understanding “The Great Resignation” and Brands’ Own Role in Creating It

InMoment XI

The news media has been rife this last year or so with stories of The Great Resignation—an unprecedented tidal wave of job market churn that has seen millions upon millions of employees quit their jobs.

Brands 369

5 Top Customer Service KPIs for Telecom Companies

Kayako

Telecom companies operate in one of the most competitive sectors of the marketplace. The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider.

4 Reasons Why Live Chat for Government is Critical in 2022

Comm100

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3

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.

Build Better Surveys: Choosing Your Key Drivers

Alida

Survey design is difficult. There—we said it! Best Practices

Survey 207

How Convenience Stores Can Capitalize on Mystery Shopping

IntouchInsight

It's a great time to be in the convenience industry.

The Real Difference Between Customer Support and Customer Success

Retently

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support).

3 Challenges Utilities Brands Face When Aligning Strategy, Ops, and Services to CX Needs

InMoment XI

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Increased government regulation and new market entrants with unique service-based offerings are creating a disruptive wave of change that traditional utilities need to respond to.

Brands 369

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!

Trends in online panel data quality 2022

QuestionPro Audience

High data quality is vital for the success of any market research project. We know that everybody has a different approach to measuring bad data quality. While some may purely focus on completing the interview, others concentrate on answer patterns and attention checks.

Trends 195

Top 4 Strategies to Improve Credit Union Member Experience

Comm100

Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union.

The Cookie Crumbles: The Rise of Zero-Party Data

Alida

What’s better than a great cookie? The customer that made it. Every time. Total Experience Management

Data 207

How to Make the Most of Your Mystery Shopping Budget

IntouchInsight

When someone starts a sentence with “If money was no object,” you know what follows will be a grandiose and idealistic proposition. But the cost associated with new endeavours will always be a factor. Mystery Shopping Tips & Tricks

How To 156

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.

How to scale personalized customer experiences

GetFeedback

A recap of GetFeedback and Salesforce’s session at the 2nd Annual CX Impact Summit, featuring Natalie Roberts, Senior ISV Partner Account Manager at Salesforce. Articles

How To 195

How Targeted Surveys Help Improve Your Customer Experience (CX)

InMoment XI

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers.

Survey 375

Attract the Right Candidates by Building and Defining a Strong Company Culture: a Netflix Case Study

Customer Bliss

Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work.

3 Reasons it’s Now Time for Chatbots in Credit Unions

Comm100

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation.

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.

Expert Tips to Effectively Generate and Utilize Actionable Customer Insights

Alida

In 2020, every person generated 1.7 megabytes per second. And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience

Artificial Intelligence and the Customer Journey

Horizon CX

Artificial Intelligence (AI) is a contemporary buzzword among industries, but in fact, the term has been around for many years, most commonly rising during the mid-fifties from within the sphere of science fiction—think robots!

The Three Leading Causes of Customer Churn

Retently

Churn. It’s that awful, nasty, revenue-crushing word that every SaaS company has to deal with at some point in their customer lifecycle. Some companies experience a massive churn rate and have to fight for every customer.

How to Maintain Your CX Program’s Effectiveness in Uncertain Times

InMoment XI

It’s no joke to say that we live in uncertain times. We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner.

How To 372

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!