Sat.Apr 16, 2022 - Fri.Apr 22, 2022

3 CX Goals that Create Experience Improvement, Not Just More Data

InMoment XI

It’s a commonly held belief among many brands—and the customer experience (CX) vendors that partner with them—that all it takes to solve your business challenges and meet CX goals is to turn on as many listening posts as possible.

Data 372

Brand Experience: What is It and How to Improve It


68% of men and 64% of women claim to have felt an emotional connection with a brand. And when that happens, they are much more likely to buy - even at a premium cost - and become loyal customers. Brand Experience

Brands 130

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How to Deal with Customer Complaints: The Perfect Thing to Say

Shep Hyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. .

Spring 2022 Consumer Trends for Restaurants


Data driven decisions yield results. It’s why our suite of software and services are built around driving actionable insights from customer and operational data.

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.

11 Articles You Need to Read About Today’s Employee and EX Landscape

InMoment XI

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent?

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The Top 4 Credit Union Technology Trends to Watch


Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members.

CX Tech Top-ups: Try our new custom records list builder!


Here at Intouch Insight, we are continuously releasing new features and product enhancements. This month we introduced new features to the Intouch Platform and to IntouchCheck™ that will make analyzing data as simple as possible. Intouch Platform.

Data 156

Stress Awareness Month: 3 Ways Your Employees Can Combat Stress Year Round

InMoment XI

Did you know that April is designated as Stress Awareness Month? Merriam-Webster defines stress as “a physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation.”

What to Expect from Activate Spring ‘22?


The bi-annual event plans to deliver on its title (Experience, Reimagined) by shedding light on how to move back from reactive to proactive CX designing. Alida Activate '22

How To 130

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.

The Real Benefits of Chatbots in Higher Education


Customer support has become a key differentiator in the marketplace today, and it’s no different in higher education. Today’s students have sky-high customer service expectations, driven by B2C experiences, technological developments, and even Covid-19.

B2C 130


The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric.

Guest Post: The Intersection of Engagement and Productivity

Shep Hyken

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success.

Product Analytics vs. Web Analytics - How Are They Different


You may be asking yourself: What’s the difference between product analytics and web analytics? And when do you need one versus the other? Let’s find out.

Tools 87

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!

Marketers: Technology May Make Your Job Obsolete; Now Here’s The Good News

Forrester Digital Transformation

Automation, artificial intelligence (AI), and analytics are eating into marketers' roles. But with that change comes opportunity. B2B Marketing Marketing Operations Marketing Technology (martech

Enterprise CS 301: Measure Business Impact the Right Way


When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take! . Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding.

Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy


Last Updated on April 20, 2022 Disruption -</noun> the action of completely changing the traditional way that an industry or market operates by using new methods or technology. Usage: “No industry is immune to digital disruption.”

Customer Service Channel Planning Matters – Here’s Why


Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting customer service channel strategy right can help organizations reduce operational costs and increase customer satisfaction.

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.

Get Help With Digital Accessibility: Tips For Selecting An Accessibility Partner

Forrester Digital Transformation

Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space.

The 4 Types of Data You Must Include in Your Customer 360 Heath Tracking


One of the most powerful tools in a Customer Success (CS) leaders’ arsenal is a data-driven 360 view of a customer scorecard.

Mistakes to Avoid When Selecting a CS Platform: Not Putting Customer Success into the Hands of Your Whole Team


Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

Episode #15 – Why Employees Should Be Vulnerable at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with executive leadership coach, CEO and Dare to Lead facilitator Diane Lloyd on the importance of vulnerability and in bringing your full self to work.

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.

You’re Probably Greenwashing, But You Don’t Know It

Forrester Digital Transformation

Alongside the COP26 Conference, many businesses communicated their green pledge and how much they are acting to protect the environment. Expect more of this to happen this week, with Earth Day falling on Friday, April 22 — and get ready to see many brands accused of greenwashing.

Planning an Effective Channel Strategy Matters: Here’s Why –


Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting channel strategy right can help organizations reduce operational costs and increase customer satisfaction.

B2B CX Strategy Trends That Should Be On Your Radar

Heart of the Customer

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy.

B2B 78

Alchemer Expands Best-in-Class Security Controls with AI-driven Anti-phishing Protections


Alchemer’s commitment to data privacy and security incorporates multiple layers of internal and third-party technologies, features, and controls.

Data 79

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!