Sat.Apr 02, 2022 - Fri.Apr 08, 2022

Effortless Experience: Does it still matter?


Webinar recap: Matt Dixon reflects on the effortless experience: Does it still matter? Articles


Quality, Not Quantity: Strategic Customer Listening for Experience Improvement

InMoment XI

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way.


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Do You Need a CX Vision?

Heart of the Customer

“One of the first things you do when you stand up a CX program is to create a CX vision.” It’s said so often that it’s pretty much a cliché. It just seems to make sense. It also aligns with John Kotter’s 8-step change management program. I wrote about this a few years ago, and […].

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The Secret to Leveraging Customer Data


Let’s face it: Data is the beating heart of the modern world. There’s even data to be gathered when you walk through the park, meet a friend for dinner, or read a good book.

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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.

The Complete Guide to CSAT: Definition, Calculation & 2022 Benchmarks


Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . But how do you prevent situations like that from getting out of hand?

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3 Observations From Field Service Medical 2022


If you or a family member relies on an at-home medical device, whether an insulin pump, hearing device, or a CPAP machine, or any of the dozens of others, we know how incredibly convenient and in many cases, life saving these devices can be.

Cyara + Botium: What this Exciting New Partnership Means for You


An Acquisition that Made Perfect Sense. Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of all kinds.

Customer Service Is More Important Than Price

Shep Hyken

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.”

3 Employee and Customer Experience Trends for Banks, Wealth Advisors, and Credit Unions in 2022

InMoment XI

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? InMoment recently dove into the financial services industry’s 2022 outlook—and there’s a lot to unpack.

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.

Top 10 Reasons to Attend Pulse 2022


After two years of virtual experiences, Pulse is back and it’s happening IRL! If you ask us, logging off Zoom and making face-to-face connections once again is reason enough to buy your ticket right now.

Six Best NPS Software Solutions for 2022


The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? In this guide, we’ll help you tackle this issue.

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SMS Engagement Rates and How To Ensure Customers Love Yours


It’s no secret that people use smartphones more often than any other device today. Paying attention to your SMS engagement rates is a smart move. In fact, SMS open rates outpace email by 78%, and 75% of consumers would like to have offers delivered to them via SMS.

Paladin to Become Influence, Plus More Exciting News

Brandwatch CX


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!

Top 10 Risk Factors For Contact Centers And How To Tackle Them


Managing a contact center doesn't come without its challenges and risks. And these risks are often related to Key Performance Indicators (KPI), Security and Technology. In this article we will talk about the top 10 risk factors for quality contact centers and how you can tackle them.

How to Easily Design and Run Your Customer Journey


Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later!

MarTech Q&A with David Raab, Founder, CDP Institute and Josh Francia, Chief Growth Officer, Blueshift


CDPs (Customer Data Platforms) continue to be at the forefront of most martech conversations. During 2021, many marketers added CDPs to their tech stack, and at the same time a great number of marketers were/are asking “what the heck is a CDP, and do I really need one?”

The Metaverse In The Enterprise

Forrester Digital Transformation

Barely a week ago, Forrester released a new report called The State Of The Metaverse, a collaborative effort from five of Forrester’s top analysts to define the metaverse in a way that companies can understand and prepare to act on today. Our take is simple: The metaverse isn’t here yet.

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.

April Atlas Highlights


Your customer experience team is no stranger to attrition — It's a tough gig! But the past two years have taken things to a new level of stress and burnout for your team. It doesn't stop with your frontline either.

10 VCs Who Are Doubling Down on Customer Success


Co-Authored by Nick “Walt” Walker. If your goal is to become a SaaS CEO at a startup company, you’ll have to learn several skills: Building a business strategy. Motivating the team. Executing consistently. Raising money. Repeating CEO cliches over and over again.

Quick Way to Show Only Relevant Survey Questions Using Logic


The path to completing a survey isn’t always linear. Sometimes there are hidden passages, trap doors, and secret rooms that only a few respondents need to access.

Consumers Crave Authenticity, And CMOs Can Deliver

Forrester Digital Transformation

As the age of misinformation and slew of dubious corporate claims threaten consumers’ trust in brands, consumers are desperate for authenticity. While conventional wisdom suggests that authenticity means “being yourself,” that quickly breaks down when CMOs translate the sentiment into action.

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.

12 Chatbot Metrics That You Will Be Naive To Ignore


Last Updated on April 3, 2022 Chatbots are not just the helpdesk assistants of the future, they are the helpdesks of the future. There, we said it.

What is a Customer Engagement Score? (And How To Utilize It)


Your customer engagement score can predict churn and indicate overall product health. Customer Engagement Retention actionable analytics saas metrics engagement scoring engagement points

Managing in a Time of High Inflation

Middlesex Consulting

Close to 50 years ago, GE hired young Professor Ram Charan and a small team of other experts to create and deliver a training course for GE managers. The topic was difficult to talk about, but it was necessary.

Four Key Ways B2B Buying Varies Across Global Regions

Forrester Digital Transformation

Understanding key differences in the purchasing process will improve your marketing, sales, and product strategies. Age of the Customer B2B Marketing B2B Research Chief Marketing Officer marketing strategy Portfolio Marketing

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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!