Sat.Dec 25, 2021 - Fri.Dec 31, 2021

7 Reasons Why Nobody Is Replying to Your Surveys (and How to Make Sure They Do)


Why are you NOT Getting Enough Survey Responses: 7 Solid Reasons. Your survey is too long and you’re asking too much. You don’t A/B test delivery time. You don’t give them a reason to fill your survey. Your surveys are not personalized. You forget to double-check your surveys.

How to spot and act on agent training opportunities

NICE inContact

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World."


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How to Fight Excessive Customer Churn: 4 Winning Strategies


Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business.

Digital Customer Experience: The Value of “Slamming” Your Assumptions

InMoment XI

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Reimagining the IT Help Desk with Tech Mahindra’s Lawrence Sathiaraj


The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues.

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How Much Do You Trust Your Customers?

Shep Hyken

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client.

B2B 97

Three CX Strategy Webinars to Ramp Up Your Program

InMoment XI

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?”

5 Ways Customer Success Leaders are Fighting Burnout


Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization.

Preparing for a Customer Business Review


As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers.

eBook 85

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.

A Year in Review: Top 5 Vanilla eBooks of 2021

Vanilla Forums

2021 was a wild year - we produced so much content and we can’t believe how many of you found it worthwhile! Thanks for sticking with us these past 12 months, we’re super excited for the next! Community

eBook 83

Webinar Wrap-up: Company-Level Engagement


How To Use Company-Level Data for User Onboarding and Engagement.

How to Build a Customer Centric Roadmap for Your SaaS Product


Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue.

Turn your Passion for CX into a Career Opportunity

The DiJulius Group

It is no wonder why companies want to lead their industry in customer experience (CX). CX leaders grow revenue faster, charge more for their products and services, and enjoy higher retention of customers and employees.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

The Corporate Playbooks Used to Combat Organizational Trauma (And Why They're Not Enough)

dscout People Nerds

Design professionals report on organizational trauma—and the inadequate ways their org address It

Report 114

ICYMI, Part 2: 2021 Impact Roundup

Heart of the Customer

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact.

ROI 78

When should you upgrade your payment terminal?


If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later).

Increasing Trust For Long Term Customer and Employee Relationships

Doing CX Right

Charles Green, author, and creator of the Trust Equation™ explains how to build trust and be a better leader to gain a sustainable competitive advantage. The post Increasing Trust For Long Term Customer and Employee Relationships appeared first on Doing CX Right. DoingCXRight®?

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!

Amazing Business Radio: Rebecca Morgan

Shep Hyken

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author.

Transforming the Customer Experience Through Employee Engagement

CSM Magazine

Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.”

When should you upgrade your credit card terminal?


If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later).

Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

5 Top Customer Service Articles of the Week 12-27-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10

Customer Service Issues with UK Bingo

CSM Magazine

When potential customers are checking the games library before playing online bingo, good customer service reviews cannot be underestimated. But it’s not only good reviews you should be aiming for. providing an outstanding experience for all players should be your number one goal.

How to extract name using NLP


Last Updated on December 31, 2021 In the fields of robot systems and natural language processing, intelligent chatbots and dialogue systems are a hot topic.

Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.