Sat.Apr 09, 2022 - Fri.Apr 15, 2022

Four Tips for Using Customer Data to Improve the E-Commerce Experience

InMoment XI

E-commerce is one of the fastest growing industries of this decade. Thanks to COVID, digital roadmaps across industries have quickly accelerated.

Data 338

5 Case Studies to Improve Your Customer Service

Kayako

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties.

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What are the Benefits of Local Government Chatbots? 

Comm100

The Covid-19 pandemic transformed the way that local governments interact with citizens. Necessity pushed innovation forward as agencies were forced to adopt new digital channels to keep connected and provide much-needed support. .

The CX leader handbook

GetFeedback

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future. Guides

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.

Boosting Customer Experience by Understanding Your Audience: The Expert Guide

Alida

86% of customers are willing to pay more for a better customer experience. Given that, it's not surprising that two-thirds of businesses compete primarily on the customer experience they are able to provide. Customer Experience

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3 Successful Higher Ed Chatbot Use Cases

Comm100

Nearly one half of US respondents disagree that in-person higher education is worth the cost. Combine this opinion with increasing competition from home and abroad, and you don’t paint the most positive picture for higher education.

Study 130

The Day I Became a Customer Service Expert and Two Important Lessons?

Shep Hyken

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others.

Your Guide to Online Qualitative Research

Alida

Have you ever wanted your relationships with customers to feel more like chatting with a friend? Are you looking for ways to get increasingly valuable data from user feedback? Are you feeling uninspired by techniques that, while effective, don’t allow you to dig deeper into customer emotion?

Responding to Customers with Positivity

ModSquad

A colleague shared an experience from their days in retail customer service: A computer-repair company had a customer whose hard drive crashed and caused them to lose everything. The customer was understandably upset and took out his anger on the store’s team.

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 Most Common CX Metrics Questions (And Their Answers)

InMoment XI

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences.

Five Notable Fintech Attributes And Companies

Forrester Digital Transformation

[This post was coauthored by Christy Lano.] Forrester’s latest report on the state of fintech shows that funding for fintech companies not only rebounded (from a decidedly down year in 2021) but has skyrocketed to new, historic heights.

Enterprise CS 101: Establishing Customer Success Quickly

Gainsight

Batman. Spider-Man. Superman. The greatest characters never go out of style. But that doesn’t mean they don’t need updating periodically with a new remake. If these heroes of the big screen don’t stay up to date and relevant, they risk becoming forgotten artifacts of the past. .

The community supports our business; we support our community!

NobelBiz

We serve the community by opening the doors to innovation and technology, we offer high-tech employment opportunities for the people in and around Wyoming, and we support youths and young leaders through educational initiatives around technology, digitalization, and leadership.

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!

6 Reasons Your Customer Experience Plummets When Your Business Skyrockets – and How to Avoid or Fix It

The DiJulius Group

Nothing Ruins a Company’s Customer Experience Faster Than Rapid Growth Explosive growth! It is the one thing every CEO and Entrepreneur wants, works for, dreams about. However, if your company isn’t ready, it can be the worst thing for your organization.

Observations On The Atlassian Outage

Forrester Digital Transformation

What Is Going On? One of our less pleasant responsibilities here at Forrester is commenting on serious business, security, or technical failures in the digital and IT industry. Due to its duration and the implications for a subset of the user base, the current Atlassian outage rises to that level.

Mistakes to Avoid When Selecting a CS Platform: Not Having a Modern Mindset

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.

What is The Call Center Net Promoter Score NPS – and How To Improve It?

NobelBiz

‘’Are your clients willing to refer your products, service or business?’’ This is one of the most important goals for contact centers. Now the best and most quantifiable way to answer this question is through the Net Promoter Score (NPS).

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.

What is Call Center Speed to Answer? And Other Key Metrics.

Call Experts

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. The goal of ASA is to answer calls quickly and efficiently while meeting customer expectations. Speed is key to success in many areas of business.

SaaS Outages: When Lightning Strikes, Thunder Rolls

Forrester Digital Transformation

Just like with self-managed infrastructure, the key to surviving SaaS outage is knowing the risks, implementing strategies to mitigate and control those risks, and then testing your strategy to make sure it works and everyone knows how to execute in the case of crisis.

CX Questions & Answers from the Experience Investigators Community

Experience Investigators

Have you joined one of our live sessions yet? They’re free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly.

Video 79

Holistic Call Center Training using Rewards and Recognition, with Michael Tamer

NobelBiz

Michael Tamer, or the Contact Center Coach, is the CEO at Proponisi and is passionate about helping people become great leaders, using his skills as a trainer and driving performance for everyone involved: from the frontline agent to supervisors and leaders in the contact center space.

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.

PCMag Brought Surveys In-House and Saved $30,000

SurveyGizmo

Since 1982, PCMag has been a trustworthy source for more than 26 million computer owners and users. About 30 years ago, the magazine began running the iconic and highly coveted Reader’s Choice Awards.

Breaches by the Numbers: Adapting to Regional Challenges Is Imperative

Forrester Digital Transformation

63% of organizations were breached in the past year, and it cost them an average of $2.4M per breach. Age of the Customer Breaches CISO Trends Cybersecurity Cybersecurity Trends Security Operations

Making the Switch: How to Evaluate a New Customer Success Platform

Totango

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. But what do you do when the platform you’ve been using goes out of business?

The Daniel Group Announces the Launch of Customer Feedback Advanced Insights, Embedded

Daniel Group

CHARLOTTE, N.C., April 12, 2022 (Newswire.com) – Customer Feedback Advanced Insights, Embedded gives The Daniel Group clients access to a suite of customizable dashboards and deep analytics directly from its cloud-based platform, ExperienceConnect.

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!