Sat.Sep 04, 2021 - Fri.Sep 10, 2021

Guest Post: Customer Experience: Expectation vs. Reality

Shep Hyken

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

Structuring your Customer Success team


We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach.


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How to Measure Customer Service Quality: Methods & Tools

Help Scout

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference.

Repositioning CX Strategies

Hello Customer

Customer Centricity

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!

How to make digital self-service amazing

NICE inContact

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves? NICE CXone AI Customer Experience

More Trending

Consumer Behavior & COVID Adjustments in Convenience Stores


After a rollercoaster of a year, Cameron Watt, President and CEO of Intouch Insight, was back and in person at the 2021 Outlook Leadership Conference in Los Angeles!

CX Trends: Shifts in Consumer Habits & Expectations


Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

The mid-size and small business leader’s guide to contact center digital transformation

NICE inContact

I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass). Contact Center Management Digital First Omnichannel

You’re Terminated: Three Reasons Customers Will Stop Doing Business with You

Shep Hyken

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you.

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.

What’s Actually Happening in AI and How Uniphore Is Advancing Language Understanding


Artificial intelligence (AI) is a field that often attracts hyperbole and misinformation fueled by a general lack of understanding. Popular media hasn’t done much to help the public image of AI, with stories of machines capable of thinking for themselves, stealing people’s jobs and threatening humanity. In reality, AI isn’t close to having the cognitive capacity to surpass human intelligence. However, advances in the field are facilitating innovation and extending human capabilities.

Customer Experience ROI: A Framework for Measuring CX Success


Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth. Customer Experience

ROI 130

The Secret to Top Quality Customer Service? Putting Consumers in the Driving Seat

CSM Magazine

Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly.

How CS Ops Drives Market Valuation


Organizations create Customer Success teams to increase Net Revenue Retention, and we’ve recently published research showing that NRR drives valuation. But, then, organizations find that the baseline impact of simply having a CS team eventually plateaus–your NRR stagnates.

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.

CX in the Insurance Industry: Humanizing the Digital Experience


Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale. But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch. Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , talks about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.

Three Ways to Make Your Case

Heart of the Customer

“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position.

ROI 85

How To Do Keyword Research: Best Practices and Tips


Keyword research doesn’t need to be complicated. With the right mix of curiosity, analytical thinking, and tools, you can become a keyword research pro. Paid Search Search Marketing Organic Search Content Marketing

Tips 83

Magento Chatbot: How to Create and Add to Your Store.


Magento is an eCommerce platform built on open source technology that provides online merchants with a flexible shopping cart system and control over the look, content, and functionality of their online store.

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.

Amazon Customer Service: The Worst is Yet to Come

Bill Quiseng

Some of you may know I am a stroke victim who is paralyzed on the right and have selective short term memory. Several days ago I did not order on Amazon two bottles of Phillips Milk of Magnesia. Despite no order, Amazon shipped the products.

What's Missing in Your Customer Success Software?


Lack of visibility is one of the biggest problems impacting key account management, even in 2021. Isolated programs, account managers without sufficient buy-in to new systems, and broken processes compound to prevent revenue teams from gaining complete insight into accounts.

5-Step Guide to Conduct Keyword Research Like The SEO Pros


Keyword research is integral to ranking well in search engines and making sure that your content is aligned to what your target audience is searching for. Paid Search Search Marketing Organic Search Content Marketing

3 Winning B2B Client Engagement Strategies


B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments.

B2B 74

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.

055: The Weather Report Challenge

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service.

R U OK Day Prompts Cyarans to Ask "Are You Really?"


With mental health issues on the rise, it’s important to also increase mental health awareness efforts. According to the World Health Organization (WHO), an estimated 264 million people globally are affected by depression.

Find the Best Keywords With Google’s Free Tools


Google’s interface uses over 200 factors to determine search ranking results. That’s enough to make even the most skilled marketer’s head spin. Paid Search Search Marketing Organic Search Content Marketing Digital Marketing

Tools 82

Knowledge management for the contact center: The secret behind successful digital CX transformation

eGain Blogs

The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved, or it only millimetered up (attempted humor that also reflects reality!).

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.