Sat.Oct 22, 2022 - Fri.Oct 28, 2022

Assessment for Almost-Automatic CX Excellence


Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available.

5 Customer Service Best Practices Every Successful Team Follows


To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business.


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3 Necessities for Seamless, Stand-Out Retail Experiences

InMoment XI

It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address.

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The Best Customer Experience Conferences in 2023


After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

GUEST POST: Keeping Employees Engaged and Empowered


Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. .

More Trending

Simplify Customer Communications: Delivering at the Speed of Change


Simplify Customer Communications: Delivering at the Speed of Change. Marissa Feigen. Wed, 10/26/2022 - 14:48. To most communication professionals, the word “how” can often evoke an unusual shudder.

Understanding the Customer Satisfaction Index and How to Measure It


You can take various approaches to measure customer satisfaction levels. Some take a holistic view. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both.

Survey Methodology

InMoment XI

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions.

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CSMs: How to Host a Successful Customer Account Review


As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved.

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The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

10 Steps to Turn Trend Following into a Competitive Advantage


Most major organisations follow societal trends today – and that’s a huge problem! Think about it. They are all following the same trends, attending the same trend “shows” & conferences, and getting the same or at least very similar reports.

How to Engage with More Prospective Students and Increase Enrollment


It’s a difficult enough task for admissions departments to attract students to their university or college at the best of times. Now this challenge is even bigger. Higher education enrollment is at a record-breaking low. From Spring 2020 to 2022, U.S. post-secondary enrollment dropped by 7.4%.

How to Tell a Story with Market Research Data

InMoment XI

As business professionals, our lives often involve one or more reports packed with market research data every week, if not every day, providing an onslaught of facts and insights. Most of us have experienced the fatigue and boredom brought about by too many facts and too little learning.

Data 260

CEO of the Moment

Shep Hyken

The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

A Company that Offers Lifetime Employment

The DiJulius Group

“If you had hard times in your family, would you ever consider laying off one of your children?” ” asks Charlie Kim, founder & Co-CEO of Next Jump. Next Jump is an employee discount platform, used by over 70% of the Fortune 1000 to help their employees save money.

Customer Success Team Structure: Four Best Practices


Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results.

The “Autonomous SOC” Is A Pipe Dream

Forrester Digital Transformation

Many vendors across the security industry share a vision: to deliver an autonomous security operations center (SOC) with their technology at the center. This idea is about as likely as me being able to join Starfleet and voyage with Captain Janeway in my lifetime.

Keeping Teams Jolly as the Holiday Season Approaches

CSM Magazine

The holiday season is fast approaching, and with it comes all the inevitable chaos – fun-filled vacations, visits with family, and partaking in beloved time-honored traditions. While fun and worthwhile, these festive endeavors mean more employees will be spending time out of the office.

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager 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. Sign up today!

AI – Beyond Simple Messaging

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software. Many contact centers have a large focus on using Artificial Intelligence (AI) applications to provide a level of AI-assisted services via the website. Many companies, when they think of conversational AI, think of chatbots as a default.

MiaRec Emerges as Conversational Analytics Provider with New Product Enhancements


The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions. Speech Analytics Quality Management

Predictions 2023: Bold Shifts In Retail Models Will Be The Salve For Uncertain Times

Forrester Digital Transformation

In 2023, retail models will need to adapt to tap into new sources of profitability, which will become more critical amid economic headwinds. Age of the Customer Computer Vision natural language processing (NLP) predictions Retail Trends store of the future

How to measure the impact of Google Seller Ratings


Customers are bombarded with advertisements every day. If you spend a lot of time online, you already know ads are impossible to escape – but fairly easy to ignore. If you want your business’s ads to stand out in a very crowded playing field, you need to take advantage of Google Seller Ratings.

Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

Make Your Shopify Website More Mobile-Friendly in 2022


Last Updated on October 27, 2022 85% of shoppers prefer mobile applications over mobile websites for online shopping (Forbes). Let that sink in. Mobile has become the staple channel for consuming information and carrying out everyday tasks.

Deploy a machine learning inference data capture solution on AWS Lambda

AWS Machine Learning

Monitoring machine learning (ML) predictions can help improve the quality of deployed models. Capturing the data from inferences made in production can enable you to monitor your deployed models and detect deviations in model quality.

Gain Insight Into B2B Martech Decisions And Trends

Forrester Digital Transformation

Have you wondered what other B2B leaders think of martech solutions? Here’s your chance to help shape the future of B2B marketing technology decisions. Age of the Customer B2B Marketing B2B Research Marketing Operations Marketing Technology (martech

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Study: How Researchers Can Increase Design Accessibility, with Lenovo

dscout People Nerds

Creating accessible spaces and experiences requires intentionality. See how Lenovo and dscout’s research with people in the Deaf and Hard of Hearing community shed light on accessibility UX best practices

Study 67

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!