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.

131
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.

365
365
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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.

247
247

Build Better Surveys: Choosing Your Key Drivers

Alida

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

207
207

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!

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.

192
192

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.”

219
219

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.

406
406

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.

156
156

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

207
207

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.

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

178
178

How Convenience Stores Can Capitalize on Mystery Shopping

IntouchInsight

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

156
156

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.

136
136

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.

386
386

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.

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.

195
195

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

207
207

A complete guide to improving customer service in government [with best practices & use cases]

Comm100

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 out of 10. In US government, this score languishes at 4.5. The reasons for this gap are complicated and numerous.

170
170

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

156
156

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.

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

195
195

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.

383
383

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).

133
133

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

207
207

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.

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.

161
161

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!

130
130

This is the Best Kind of Smile – Tip #38

Steve DiGioia

Ladies and gentlemen don’t speak ill of their competition. That’s not how it was done years ago, and they refuse to do so today. Competition is a healthy part of business; it makes you better, stronger – just as with most other hardships. Have a Reason to Smile.

181
181

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.

380
380

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.