Sat.Apr 23, 2022 - Fri.Apr 29, 2022

3 Things You Can Do Right Now to Create More Inclusive Employee & Customer Experiences

InMoment XI

Diversity and inclusion initiatives have become front and center for many organizations in recent years.

New job in customer experience? Do this on the first 90 days


Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters. Articles


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Improving Government CX – The Fundamental Building Blocks for Success


There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country.

Are You Letting Your Business Become Stereotyped? – Tip #39

Steve DiGioia

Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Business stereotypes are preconceived notions that every customer has of your business. What do they expect when doing business with you? Are the expectations good or bad?

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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.

3 Ways Market Research Supercharges Experience Programs

InMoment XI

Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity.

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Guest Post: Find Ways for Artificial Intelligence to Benefit Customers

Shep Hyken

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers.

A Breakthrough in Point Correspondence: Mitigating “Outliers”


Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of the lips you want to kiss? This essential capability is known as depth perception.

Video 109

Customer Experience 101: Types of Surveys

InMoment XI

Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch?

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Alida Spring ‘22 Product Release: Video Discussions Is a Go; TXM Platform Becomes More Powerful


Q2’s product release delivers customer-led enhancements that build up the total experience. Product Experience

Video 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 DiJulius Group

For the third time in coffee chain Starbucks’ illustrious history Howard Schultz is the Chief Executive Officer, following former CEO Kevin Johnson who stepped down after a five-year tenure including upgrades like mobile ordering/payment, environmentally friendly cups and other items, and a particularly difficult period in 2018.

Enterprise CS 501: Optimize and Scale the Impact of CS


Let me start with a statement that might seem far-fetched: enterprise customer success organizations looking to optimize and scale as they mature can learn a lot from the best practices of Grammy-award winning R&B supergroup Silk Sonic. .

Beyond The Cartoonish Metaverse — XR Designers And Users Deserve Better

Forrester Digital Transformation

XR designers cut corners because of the limitations of headsets but XR streaming from the cloud could liberate them. digital design experience design (XD) user experience (UX) virtual reality

Are You Using Net Promoter Score® (NPS®) Survey The Right Way?

Zonka Feedback

NPS® or Net Promoter Score® is the most important metric to measure customer loyalty and overall satisfaction with the brand. Therefore, it is important to use NPS® surveys at different touchpoints throughout the customer journey.

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!

[Podcast] Diversifying Metrics and the Rise of the Conversation Curator


Our guest today is none other than Legendary Khoros Titan, Claudius Henrichs ( ) , Head of Community at Dataiku. He brings a wealth of knowledge and experience as a passionate community member throughout the years.

Training Solutions That Can Improve Your Customer Service Management Style

CSM Magazine

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment.

Take A Pragmatic Approach to B2B Conversation Design to Avoid Dystopian Dialogue

Forrester Digital Transformation

From their interactions as consumers, B2B buyers and customers are already accustomed to receiving relevant information curated by algorithms and delivered at the right time in dynamic and digestible formats. Across channels, devices, and interfaces, these audiences ask for what they want.

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Introducing Customer Experience (CX) Automation and Smart Workflow Feature

Zonka Feedback

66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement.

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.

The Customer Journey Mapping Process That Drives ROI

Heart of the Customer

Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. But only if it’s done right. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong.

3 Essential Factors for Onboarding Contact Center Agents

Upstream Works

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. Some forms of customer service are purely transactional, and chatbots are playing a growing role for that.

From Ad Hoc And Invisible To Predictable Business Outcomes With ESM

Forrester Digital Transformation

Are you facing the dilemma of improving service work? Service outcomes depend upon knowledge workers getting things done. Whether you’re servicing a laptop or a train, it’s all just operations.

How Do You Create an Effective Topic Cluster and Pillar Page?


In recent years, content marketing and search engine optimization (SEO) have experienced a dramatic evolution. Google’s algorithm no longer views content in isolation from the rest of your website. Instead, Google ranks sites that have established authority on specific subjects.

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.

Mistakes to Avoid When Selecting a CS Platform: Not Being Able to Create Inspiring Journeys


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.

Enterprise CS 401: Mature Your Foundational CS Strategies


Every year in March, America becomes obsessed with the NCAA college basketball tournament. For many college teams and their fans, simply making it into the tournament is considered a success. They are just happy to be there. .

Rising Digital Demands Drive New Skill Requirements Across Europe

Forrester Digital Transformation

European governments, businesses, and societies need to prepare for a fundamental transformation of their skills base to survive and thrive.

What is a Page Cluster?


What is a page cluster? If you’re asking this question, you’re probably also wondering: what is a content cluster? What is a topic cluster? Great news: these terms all mean the same thing! In fact, page clusters, content clusters, and topic clusters are all also known as another term: an SEO pillar.


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!