Sat.Feb 11, 2023 - Fri.Feb 17, 2023

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The Future CX Leader

Heart of the Customer

I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop solutions.

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A story about inclusive customer experience

Adrian Swinscoe

Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first appeared on Adrian Swinscoe


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How to Speak the C-Suite’s Language To Promote CX


How to Speak the C-Suite’s Language When it Comes to Experience Programmes Customer experience (CX)-led strategies have never been more. 15th Feb 2023 By Simon Fraser

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Leading Customer Experience as a Team Sport


Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance.

Sports 71
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Retail Reimagined: What It Means To Be An Innovative Retailer

Speaker: DeAnna McIntosh, Retail Growth Strategist

Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.

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The Power of Empathy: How it Impacts Customer Success


Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do.

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A “safe” CX strategy may be dangerous

Brad Cleveland

You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business rules. Then competitors offered something different. Their fates weren’t written in the stars.

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Expert Insights on Improving Customer Experience in the Contact Center Industry

Doing CX Right

Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing contact centers & valuable delivery models to succeed based on workforce trends. The post Expert Insights on Improving Customer Experience in the Contact Center Industry appeared first on Doing CX Right.

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A More Personal Personalized CX


n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. 16th Feb 2023 By Mandy Reed Global Head of Marketing

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Unlocking the Value of Empathy in Customer Experience with Dr. Natalie Petouhoff of Genesys

Natalie Petouhof

In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys, joins Chris Kellner, Global VP of Sales & Partnerships at DigitalGenius!

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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CX Tech Top-ups: Driving Data Excellence


At Intouch Insight, we are constantly enhancing our software so that we can empower our customers to reach customer experience excellence. This month we have added new features to the Intouch Insight Platform and IntouchCheck™. Product Updates

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How to Create a Voice of Customer Template for Your Business


It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this.

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The Elements You Need for A Successful CX Program

InMoment XI

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? ”

Sports 260
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What Company Do You Admire Most??


Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be.

Company 161
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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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ChatGPT in Higher Ed: Maximizing Benefits and Managing Risks


It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT.

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Alida integrates with ChatGPT for collaborative intelligence at scale


A key part of Alida’s mission is to enable collaborative intelligence, the idea that many heads are better than one. Alida communities, for example, bring brands and customers together in a shared space to co-create and improve experiences.

Examples 130
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What is an Offline Survey App?

Zonka Feedback

We live in an age where we cannot live without the Internet, but ever so often, it happens that we're in an area of bad connectivity, or the WiFi doesn't work, and your page doesn't load.

Survey 98
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The Benefits of Personal Branding at Work with Ana Lokotkova

Russel Lolacher

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience.

Brands 98
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Top 5 Use Cases for Universities Using Chatbots


As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots.

Resources 173
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Media and zero-party data: Audience insights hold the key to profitability


Customers’ needs are changing at breakneck speed. Only insight communities can keep up. Customer Experience

Data 130
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Campaign Messaging – A Brand New Way To Reach Your Customers


Last Updated on February 14, 2023 There are over 2.93 billion Monthly Active Users (MAU) on Facebook (owned by Meta). That’s more than the population of the United States, Germany, UK and France combined. Meta also owns Instagram, which has a record 4.25

Brands 95
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ReviewTrackers Announces Its Integration With InMoment’s XI Platform To Integrate Social Review Data with Voice of the Customer Feedback


Product Updates

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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.

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Who Is To Blame For Greedflation?

The DiJulius Group

Business leaders and economists are always obsessing over a recession. Is it coming, has it started, and how long will it last? One of my favorite quotes around this topic is, “(Economists have) predicted nine of the past five recessions.”

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How To Preserve Your Contact Center QM Budget


With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service.

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A Foundation for Exceptional Digital Self-Service Design


With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences?

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Bad mistake! Is too much choice responsible for destroying my revenue?

Beyond Philosophy

How long does it take to choose a craft beer at a big box liquor store? Four hours. That’s what it felt like anyway. Why did it feel so long? Too many choices. In fact, when I was done, I needed a beer to recover from the exercise of choosing a beer.

Exercises 113
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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Industrial Success Depends on Trust and Respect

Middlesex Consulting

This is why it is critical for your company and your customer-facing team to have earned the trust and respect of your prospects. Industrial products and services are complex. Using complex products results in numerous business outcomes.

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How to find ROI in your Learning and Development Program

Maru Group

By Glyn Luckett Maru/Matchbox | February 2023 Due to inflationary pressures in the global economy, budgets and spending has come under scrutiny in many organizations. One area where spending is likely to come under pressure is learning & development training (L&D).

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TechSee’s New Open Integration Launch Brings Computer Vision AI and Augmented Reality to the Customer Experience Technology Stack


Everyone here at TechSee is excited about the launch of our brand new “Open Integration Platform,” a full API platform that puts the visual customer experience front and center.