Sat.May 28, 2022 - Fri.Jun 03, 2022

5 Customer Support Trends that are Effectively Changing Customer Experience


A study of customer support trends shows that enhancing the overall experience is a key business differentiating factor. Companies realize that it's no longer enough to offer the best service or product. Customers’ feelings about their overall interactions with the company may be more important.

How To Prioritize Customer Experience Efforts

Experience Investigators

Customer Experience requires action… and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires getting other leaders and teams on board with an aligned mission.


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Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think

Beyond Philosophy

How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you.

How to Write the Best Customer Onboarding Surveys & Improve the Experience

InMoment XI

It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand.

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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.

3 Reasons To Use A Professional Mystery Shopping Provider


When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer experience initiatives.

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Emerging Trends In Customer Experience: The Continuing Story


Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting?

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How Customer Aggression in the Workplace Has Forever Changed Employee Experience

InMoment XI

We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained.

4 Obstacles You Face Without Live Chat Software


The global live chat software market was valued at $590 million in 2016. Fast forward only 7 years and it is projected to reach $997 million next year. . For those organizations offering live chat, this likely comes as no surprise.

Alida Activate ‘22: How Logitech Used Insight Communities to Find Underserved Customer Groups


Head researcher Ben Michelmore explains how digging deep into one segment of community members helped Logitech discover another. Alida Activate 2022

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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.

Why Chick-fil-A is one of the Most Loved Brands

The DiJulius Group

You know you have a good business problem on your hands when, due to the demand for your services is so huge, the cities you operate are trying to declare a public nuisance because of traffic backups. As is the case happening for multiple cities where Chick-fil-A operates in.

Customer Journey Mapping Examples for Beginners

InMoment XI

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off.

Six Customer Success Email Templates to Save Your CS Team Time


Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies.

The Role of Research on CX Operations & Customer Experience Best Practices


The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole.

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.

Feedback Narcissism

Shep Hyken

The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ”

Doing Customer Experience Right Through Content Marketing

Doing CX Right

Michael Brenner, author of The Content Formula, and Mean People Suck, explains content marketing best practices to create impact and keep your brand at the forefront of peoples' minds when it's time to buy what you sell.

Build Your Business Around Why You Breathe Every Day, with Christa Heibel


Steve Bederman joined CH Consulting Group Founder and CEO Christa Heibel for an intimate conversation about their experiences spanning more than 20 years in the contact center industry core values, the slow tech adoption in the industry and the influence of consulting for contact center success.

AMREF Health Africa Automatically Resolved Over 63% Their Incoming Queries


Last Updated on June 2, 2022 About AMREF African Medical and Research Foundation (AMREF) is one of Africa’s largest non governmental healthcare organisations, headquartered in Nairobi, Kenya.

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.

Data Into Dollars: Can You Turn Your Data Into Revenue?

Forrester Digital Transformation

Every organization desires a positive return on its investments in data. Forrester data shows that advanced insights-driven businesses (IDBs) are 8.5 times more likely than beginners to report at least 20% revenue growth in 2021. It pays off to become an insights-driven business.

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Pride in Diversity: Four Brands That Nailed Their Inclusion Messaging


As June starts and with it Pride month, we take a break from our usual publication calendar to recognize four campaigns that made our team stop and appreciate the way they put the spotlight on inclusivity. Indeed.

How CCPA Impacts Your Contact Center


We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers.

Does Your Call Center Have a Plan for Quality Assurance?


CX Defects and Failures Present Real Risks To Your Business. In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently. But that doesn’t mean it’s unattainable.

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.

B2B Companies Take Action, To A Point, In Response To The War In Ukraine

Forrester Digital Transformation

On February 28, 2022, BP withdrew from a $25 billion investment in the Russian oil company Rosneft.

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Qualitative Research: Are Your Teams Up to the Task?

Heart of the Customer

As Heart of the Customer’s CX Practice Lead and a long-time marketing research practitioner, I’m always focused on gathering the most accurate data to answer the problem at hand. Why are sales lower than anticipated?

Simplify Business Reviews with Totango’s Presentation Builder


Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met.

Why Today's Best AI Solutions Have Humans in the Loop


One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true.


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!