Sat.Feb 27, 2021 - Fri.Mar 05, 2021

ROI and the Secure Customer Index (SCI)

Horizon CX

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

ROI 130

10 Signs to Know if you have Won a Loyal Customer

Pink Guava

Customer – Vendor relationships are often treated as guarded, professional, and more transactional. Looking at today’s dynamic market behavior and so many options available for anyone to choose from, this belief is sure going to impede your business success.


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Make CX Easy: Give Your Customers What They Want

Daniel Group

Are you ready to give customers what they want from you? This blog is the first of a four-part series that focuses on this question. Throughout the series, we will explore the importance of the following topics: Make CX Easy.

NPS 84

7 tips for designing a seamless checkout funnel


How to enhance your digital checkout funnel and increase conversion rates. Articles

Tips 319

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

In 2021, Chatbots are a No Brainer for Contact Centers

NICE inContact

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses.

More Trending

Customer Feedback Is No Longer Just a Luxury for High End Retailers


Though considered a niche category by some, luxury goods—including high-end fashions, accessories, footwear, and beauty products—are a hot commodity. The global pandemic may have impacted how consumers buy luxury goods, but the market is still growing. According to McKinsey & Co.,

Retail 130

Stepping up your organization’s CX Maturity: 4 takeaways from our CX leader roundtable


Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization. Articles


How business process outsourcing can solve the challenges your business is wrestling with

NICE inContact

NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users.

Live Chat Benchmark Data 2021


Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world.

Data 130

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

5 Technologies that help your Customer Service Team drive more Sales


“Do you want to SuperSize that?” ” and “Do you want fries with that?” ” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there.

Master Customer Effort Score (CES) in one month


Become a CES expert with our comprehensive 4-week email course. Tools

How to Handle Lost Luggage: A Lesson From the Airlines


It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love.

8 Things I Learned from Dave Kellogg About Net Dollar Retention


I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine dining.

ROI 89

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” ” Charlie “Tremendous” Jones.

How to use the Net Promoter Score® (NPS®) metric


Simplifying CX YouTube series video on how to use the NPS metric. Videos

Reputation Measurement and Reputation Metrics: How to Get Started


Is your business or brand well-known online? How do people look at and feel about you, and what do they think about when they come across your products or services online?

ChurnZero Raises $25 Million in JMI Equity-Led Series B Funding


New resources to help market-leading Customer Success platform expand its ecosystem, team, and product development capabilities.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

The European Customer Experience Organization is now live! The Time to Evolve Together arrived!


The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

How to measure customer satisfaction KPIs


How to collect customer satisfaction metrics and take strategic action based on your findings. Guides

Get Even More Context and Insight with Review Images


Product Updates


Guest Post: 5 Tools to Uplift Your Store’s Customer Experience


This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. In this day and age, eCommerce is a booming industry.

Tools 79

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

It’s No Wonder Why Your Doctor, Lawyer & Accountant Suck at Service

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling.

Next-Gen Contact Centers: The Tech You Need to Support CX

Upstream Works

Next generation technologies for the contact center are readily available and quickly becoming core drivers of digital transformation.

New Report From Vivantio Provides Roadmap for Next-Generation B2B Service Infrastructure

CSM Magazine

Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”.

Amazing Business Radio: Elma Beganovich


The Perks of Influencer Marketing. Using Social Media to Build an Engaging Customer Experience. Shep Hyken interviews Elma Beganovich, founder and COO of A&E Digital Marketing. They discuss the importance of influencer marketing in the customer experience.

B2B 78

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!