Sat.Jun 04, 2022 - Fri.Jun 10, 2022

3 Costly Points of Failure in Omnichannel Customer Experience and How to Fix Them


Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10

What is Customer Journey and Why Is It Important?


For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture.


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Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me.

How Two Companies Leveraged a Customized Social Listening Solution to Gain Game-Changing Insights

InMoment XI

Many organizations are drowning in pools of untapped social data. Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more.

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Mapping Customer Journeys Through a Systems Lens

Horizon CX

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view.

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Japanese Telecommunications Giants KDDI Evolva & Terilogy Partner with TechSee to Launch “Video Support Service”


TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022.

How Would You Rate Your Experience? A Primer on Transactional Surveys

InMoment XI

Surveys are one of the most direct and effective means of gathering insights. They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand.

7 Brands on TikTok to Inspire Your Social Media Strategy

Brandwatch CX

Alida Activate ’22: How Spotify Built a B2B Community for Actionable Insights


The audio streaming giant recruited advertisers to provide feedback on products and go-to-market strategies. Alida Activate 2022

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.

3 Takeaways from Field Service USA 2022


Like most American consumers, I had no reason to understand the complexities and challenges companies face implementing an efficient field service strategy… until I spent five months without a working oven.

A Lesson from Michelangelo: Details Matter

Shep Hyken

I don’t know if it’s true, but it doesn’t matter. This is a great story with a great lesson. . Michelangelo was standing on his scaffold as he worked on painting a tiny leaf on the ceiling of the Sistine Chapel.

Tips for Navigating Your Customer Success Career Path


As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr.

Why I Keep Coming Out at Work


This blog is part of Gainsight’s celebration of Pride month and all the LGBT+ members of our community. I came out to my fraternity simply by showing up to our reunion. I couldn’t bring myself to broach the topic in a direct conversation.

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 Antidote to Rising CACs is Right Under Your Nose


The term “paradigm shift” was introduced by the American philosopher of science Thomas Kuhn. In his 1962 book, “The Structure of Scientific Revolutions,” Kuhn argued that there are two kinds of scientific change: incremental developments and scientific revolutions.

How to Train Your Employees to be Great at Relationship Building

The DiJulius Group

There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming at a significant cost.

Unsung Benefits of B2B Customer Journey Mapping

Heart of the Customer

To gain (or maintain) traction in the marketplace, it’s no longer enough to offer great products and services. Customer expectations have risen in modern commerce, and to meet those high expectations you need to have a deep understanding of your customers’ wants, needs, and goals. Even – especially?

B2B 85

Shopify Marketing Strategy: 8 Effective Tactics to Skyrocket Your Sales


Last Updated on June 10, 2022 Shopify makes it easy for almost anyone to build and launch their online store. However, online stores don’t sell on their own. You need to implement specific tactics that will help the business grow. Here are some tactics that can help.

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How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

OKRs vs KPIs: Which is The Best Strategic Choice for your Call Center?


Sharing your business goals with all your employees is critical for call centers. The more you disseminate the organization's strategic orientation, the better the odds of success. As a result, it is vital to learn the various performance management and goal planning methods.

The Metaverse Must Be Deeply Human-Centric

Forrester Digital Transformation

At Augmented World Expo 2022, amid the existential debate about the metaverse, there was an increased focus on ensuring its UX is humane, and communal.

Episode 089: Creating a Culture that Attracts and Keeps the Best Talent

The DiJulius Group

Here at The DiJulius Group, we’re often surprised by how many leaders don’t think they are responsible for creating the culture they want in their organization. The truth is, only leaders can institute change like this.

Top 14 AI Chatbot Platforms for Business [2022 edition]


Last Updated on June 9, 2022 What sets your business apart from the competition in the market? Superior products? A greater variety of products? Faster delivery?

Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.

7 Brands on TikTok to Inspire Your Social Media Strategy

Brandwatch CX

DWS Raided For Greenwashing. Who’s Next?

Forrester Digital Transformation

Law and order is coming to the wild west that has been investment ESG. Last week, agents from the German financial supervisory authority raided DWS – Deutsche Bank’s asset management subsidiary, on suspicion of greenwashing.

How to Scale Your Recurring Revenue Model


Recurring revenue models have taken over the world.

Business Survival Techniques: Hanging on the Last Resources

Joe Rawlinson

It’s a tough time to run a business after a global pandemic and increased demand on household budgets. Profit margins are tighter than ever in the commercial world, so how do you survive in turbulent times? We review some of the best things you can do to keep your business successful.

How Great Organizations Empower Customer Experience Teams

Speaker: Conference Speakers

Learn from the leaders at Digital Experience Virtual Summit ‘22, August 17-18. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Lunch is on us when you attend. Save your spot!