Sat.Apr 30, 2022 - Fri.May 06, 2022

Activate: 4 Ways to Make Empathy the Heart of Your CX

Alida

The 2022 edition of Alida’s flagship event Activate will zero in on an increasingly important concept, one that’s foundational to today’s customer and employee experience: empathy. Empathy is at the core of every positive human interaction.

What Is Frictionless Customer Experience and Why Is It Important for Your Business?

Kayako

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era.

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How to Make Your Chatbot More Conversational

MyCustomer Experience

HWhen customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular. 4th May 2022. By Mandy Reed Global Head of Marketing

3 Tips for Insurance CX Programs Looking to Collect Valuable CX Data

InMoment XI

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences.

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.

How to Accelerate Credit Union Digital Transformation

Comm100

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation.

How To 198

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Customer Engagement: From Core Competencies To Business Outcomes

Kerry Bodine

Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone.

The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

Banking AI Chatbots – Benefits, Use Cases & ROI

Comm100

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up.

ROI 130

How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

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.

All You Need to Know About CSAT To Drive A Better Customer Experience

TechSee

There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Definitely something companies strive to avoid.

Customer Health Score: A Guide to Improving Client Satisfaction

Totango

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Knowing this can help you evaluate churn risk and spot opportunities, empowering you to take appropriate action.

What is Customer Service, Really? – Tip #40

Steve DiGioia

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business?

Tips 141

Everyone Deserves a Compliment??

Shep Hyken

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo.

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!

How to Reduce Customer Effort and Increase Customer Satisfaction?

Zonka Feedback

Customer service has become indispensable for not just ensuring customer satisfaction but also for earning customer loyalty and building a positive brand image. Therefore, brands all over the world need to excel in their customer service. Customer Feedback

Mistakes to Avoid When Selecting a CS Platform: Not Thinking of Customer Success as a Team Sport

Totango

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.

Call Routing: Functionalities, Advantages and Strategies for Contact Centers

NobelBiz

If you're running a call center, you know that good call routing is the difference between keeping your customers happy and having them hang up on you.

Amazing Business Radio: Devin Poole

Shep Hyken

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform.

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.

5 Customer Satisfaction Goals to Strive For in 2022

Zonka Feedback

Exceptional customer service can get you up to 70% of additional revenue from existing customers. Customer Satisfaction Metrics

Energy Data Platforms for the Planet

Uplight

Engaging customers in load flexibility has never been more important. The majority of electric utilities have targets to completely or partially decarbonize within the next 30 years and the largest corporations on the planet are making 24/7 clean energy commitments.

Data 82

A Comparison Of Agile And ITSM Change Management Mindsets

Forrester Digital Transformation

Let’s Compare Agile And ITSM Thinking We all know that pushing every change – no matter how big or how small – through a change management process is not only bureaucratic but also introduces delays that most development teams can neither afford nor tolerate.

How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

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.

What are NPS questions in survey?

Zonka Feedback

NPS® or Net Promoter Score® is more than just a score that shows your customers’ willingness to recommend your brand to others. It is the qualitative feedback that can help you understand ‘why’ your customers are or aren’t willing to promote your brand. Feedback Management

What's the Future of the On-Demand Economy?

Helpware

A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers.

12 Must-Have Features of a Good Help Desk Ticketing System

TeamSupport

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts.

A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang

ChurnZero

Did you know ChurnZero CEO and co-founder You Mon Tsang built and exited three companies before starting ChurnZero? Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. You Mon joined the CHURN.FM

ROI 71

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!