Sat.Aug 20, 2022 - Fri.Aug 26, 2022

Closed-Loop Customer Feedback: How to Drive Real CX Results

PeopleMetrics

Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data.

Alphabet Soup of CX Metrics

Alida

Ten years ago, I emerged from the intensely analytical digital agency world of clickthrough and conversion rates, funnels, and seasonality, and dove headfirst into the CX space.

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How Employee Churn Costs You Money

InMoment XI

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. What are we talking about? Your employees, of course! And, more specifically, employee churn.

Three Simple Ways to Get Customers to Trust You

Shep Hyken

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. .

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!

Things the Healthcare Industry Can Learn from Retail CX

Helpware

In a saturated retail market full of good products with competitive prices, the only way sellers stand out is by providing an excellent customer experience.

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Possible Outcomes Of Unresolved (Or Ignored) Customer Complaints and Requests

CSM Magazine

No business is perfect. Despite your best efforts to provide quality products and services to your target audience, mistakes, oversights, poor decisions, and negative experiences are bound to occur.

How to Calculate Customer Effort Score 

ClientSuccess

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), you know exactly how rapidly things change and how quickly new metrics pop up on the scene.

Why You Should Analyze Customer Conversations In Chat

Playvox

Chat for customer support was starting to trend before the pandemic. But as it wore on, customers took an even bigger interest, and live chat tickets surged by 50%.

Five examples of brands driving customer-centric innovation

Alida

Customer centricity is now the ultimate “must have” for business empowerment that is assured to drive organizations to success. Customer Experience

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.

What Is Sentiment Analysis? Definition, Types, Importance, and More

InMoment XI

There is so much more to communication than just the words we say. Take sarcasm, for instance. Sarcastic comments often rely heavily on irony, conveying the opposite meaning from the one being directly expressed.

Five Opportunities for Convenience Stores in 2023

IntouchInsight

As the summer comes to a close and brands look ahead to 2023, Cameron Watt, President & CEO of Intouch Insight, addressed attendees of the Outlook Leadership Conference in Asheville, North Carolina.

How Call Coaching Will Help You Retain More Customers and Make Customers Happy

Omnicus

Customer retention is the most important aspect of doing business. It helps you realize your company’s profitability and improve customer service, market share, and revenue. However, retaining customers can be one of the most challenging aspects of running a company. Studies show that only 30% of companies retain more than 50% of their customers after two years! The good news? There are ways to improve this ratio - including call coaching. call coaching contact center

Net Promoter Score for Ecommerce: 9 tips & tricks

Retently

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. You can get by without paying attention to NPS, but you will thrive when using it as a growth north star.

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.

B2B Customer Journey Touchpoints CS Teams Need To Plan For

Totango

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams.

A Sales Training Strategies Action Plan to Ignite Your Team’s Success

Integrity Solutions

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. Several thousand dollars per salesperson is spent annually.

Innovations in AI Customer Service

Solvvy

As customer expectations increase, implementing artificial intelligence (AI) customer service is becoming more important to business growth strategies. . Customer service is often the face of your company.

Amazing Business Radio: Zhecho Dobrev

Shep Hyken

The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

How a Service Code Empowers Employees to Deliver Exceptional Experiences

Experience Investigators

The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds.

5 Types of Research Performance Every UXR Team Can Avoid

dscout People Nerds

Research performance gives the appearance of offering credible research with none of the actual benefits. Here’s how to spot and prevent it

The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!

Beyond Philosophy

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively.

Aligning Your Community Plan with Stakeholder Expectations

Vanilla Forums

Cycles in business are normal. When COVID-19 first reared its ugly head, companies were forced to re-evaluate their in-person strategies. This quickly translated, for many companies, to seek community programs as a panacea.

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 6 Tips for a Successful SaaS Customer Engagement Strategy

Totango

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Leadership Advice And Why Equality Matters

Doing CX Right

Catherine Sugarbroad, Chief Revenue Officer and Founder of sWorks.io, and Stacy Sherman discuss the meaning of equality in and out of the workplace, and why advancing women's leadership impact retention and customer experiences.

Weather the Storm

ModSquad

It is tempting to enact severe actions during an economic downturn to save costs. Before you start slashing budgets across the entirety of a business, consider the following. Evaluate ROI, not just costs.

ROI 83

The State Of VSM: Five Things We Like

Forrester Digital Transformation

In 2020, Forrester’s Now Tech: Value Stream Management Tools, Q2 2020, report featured 12 vendors with a stand-alone or integrated VSM solution. Two years later, this market has nearly doubled: The Value Stream Management Landscape, Q3 2022, covers 22 fully featured VSM vendors.

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.