Sat.Sep 03, 2022 - Fri.Sep 09, 2022

How to make a great customer experience: The ultimate guide


Improving the customer experience of a business brings many benefits, like happier customers and stronger feelings of loyalty to your company. However, creating a great customer experience isn’t as easy as it sounds.

What's the difference between customer centric vs. customer focused?


A customer-centric approach goes beyond selling products and services. It aims to understand the customer and establish long lasting relationships. Customer Experience


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4 Tips to Improve CX with Conversational Customer Service


Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. During the stay-at-home orders and aftermath, companies accelerated their digital technology initiatives.

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18 Live Chat Best Practices to Help You Deliver Superior Customer Service


Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic.

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!

CX 101: What Is Primary Research?

InMoment XI

If you want to get to know someone, the best way to get an accurate assessment is to ask them questions yourself.

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Building the Digital Customer Journey


Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale.

This Is How to Communicate with Customers

Shep Hyken

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. We almost always get Amazon as an answer. One of its success traits is communication.

How Streamlined Onboarding Can Win You Customers for Life


Congratulations! You just landed your company a new customer. You're both excited about working together, but you still have to onboard the customer before the real partnership can begin.

The Customer Success Manager Capabilities Model

CSM Practice

The Customer Success landscape has massively evolved in recent years, and the demand for Customer Success talent consistently grows.

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.

Fall 2022 Mobile Ordering Trends


The rapid evolution of technology continues to impact every industry and raise consumer expectations around how brands incorporate it into their customer experience.

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A Guide To Monitoring Your Remote Contact Center Agents


A contact center is an essential part of every company’s business. With the increasing sophistication and complexity of customer demand, it has become increasingly important to have a team of skilled agents who can handle any query easily and gracefully.

How to Use Survey Templates to Drive Your Customer Feedback Efforts

InMoment XI

Have you ever needed to get information from your customers, but weren’t sure what the best way to get it was? Or you weren’t sure which questions were the right ones to ask? Or you simply don’t have the time to build an entirely new survey from scratch? That’s where survey templates come in.

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Planning Your Live Chat Experience: How Many Agents Do I Need?


After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction.

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.

Why You Need an Emotional North Star

Heart of the Customer

We may not want to admit it, but we’re emotional beings. We attempt to make rational decisions, but despite our best intentions, our emotions continually sway us. Don’t take my word for it. Mountains of academic literature, articles, and studies explore the importance of emotions in decision-making.

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You Don’t Have To Be An Expert

Steve DiGioia

Job descriptions expect it. Social media “influencers” claim it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert?

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What Is a Quarterly Business Review? Three Keys to a Great QBR


What Is a QBR? How to Make Quarterly Business Reviews Count. A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers.

How Are Customer Service Teams Using SMS Support?


Thirty years after the first text message was sent in 1992, SMS is more popular than ever – but not just in the realm of texting friends and family. SMS messaging has taken off among customer service and support teams too, and the reasons are straightforward.

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.

CCMG & COPC Inc. Partner to Propel South Africa’s Contact Centre Industry Development  


WINTER PARK, Fla., Sept. 8, 2022 – COPC Inc. is pleased to announce a new partnership with the Contact Centre Management Group (CCMG) in South Africa.

How to Calculate Your Chatbot ROI


Last Updated on September 7, 2022 If you’re like most marketers, you’re always looking for ways to improve your return on investment. And if you’re thinking about adding a chatbot to your website, you’ll be happy to know that chatbots can deliver some serious ROI.

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Meta’s Short-Form Video Strategy Isn’t Reeling In Market Share

Forrester Digital Transformation

The company's TikTok alternative simply isn't winning, new Forrester data indicates. Age of the Customer B2C Marketing Customer Insights Emerging Media social media promoted

Why Companies are Switching from Zendesk to Comm100 (and why you should do the same)


The importance of customer service is no longer debatable. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. With the need to offer exceptional customer service, choosing the right technology to deliver this is more crucial than ever.

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.

Average Session Duration and Why it Matters to SaaS Companies


In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship.

Zendesk Features You Must Know in 2022


Last Updated on September 9, 2022 What is Zendesk used for? Zendesk is a well-known, fully-featured client service solution, very popular with businesses looking to improve their customer support strategy.

What is the Best Way to Measure and Analyze Your Data? A Quick and Easy Guide

dscout People Nerds

Understanding the range of analysis options for certain types of data can unlock your research’s potential—and you don’t even need a data science degree, either

5 Product Feedback Survey Templates & Most Asked Questions

Zonka Feedback

Whether you are just starting a SaaS business or you are into the advanced stages of product development, collecting feedback from the users should be the topmost priority. And feedback from properly delivered product surveys can help you understand all stages of the user story.

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.