Sat.Sep 10, 2022 - Fri.Sep 16, 2022

Customer Success Playbook Tips: Five Proven Tactics


Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients.

Composable CX: Becoming Agile and Flexible

MyCustomer Experience

CAnyone involved in the customer experience (CX) space has likely come across articles, research, and discussions around composable CX. 13th Sep 2022. By Mandy Reed Global Head of Marketing


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6 Rules to Communicate with Customers More Effectively

CSM Magazine

If you do not adequately train your employees in customer service, it could bring many problems to your business.

Building A Winning Customer-Centric Organization The Right Way

Doing CX Right

Stacy Sherman & Annette Franz, author known for "putting the customer in customer experience" explain what it takes to create and sustain a customer-centric culture that is "Built to Win.". The post Building A Winning Customer-Centric Organization The Right Way appeared first on Doing CX Right.

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!

Staying Ahead of the Game: Behind Foot Locker’s Innovative CX Program to Fit the Modern Athlete

InMoment XI

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker.

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Frontline Feedback: The Story of Compassion So Counterfeit

Russel Lolacher

Have you ever been asked how you’re doing at work? The question is proposed without really caring about the response. It’s a formality. A throwaway. Now imagine for a moment, it WAS taken seriously. It was taken to heart. It was responded to honestly. But it didn’t go the way it should.

4 Things to Consider on Gen Z Surveys

Zonka Feedback

Generation Z, popularly Gen Z or Zoomers, is the generation succeeding millennials and preceding generation alpha. Anyone born between 1997 and 2012 is considered a part of the Gen Z cohort.

Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

Shep Hyken

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services).

How to Satisfy Customer Needs thanks to Automation?


If you want your customers to stay loyal to your company, you should make sure that you understand exactly what they need. This will help you to deliver the right products and services at the right time.

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.

CX Tech Top-ups: Do more with dashboards!


Here at Intouch Insight we are always looking to launch new features that will help you to achieve customer experience excellence. This month we have launched several new features to the Intouch Platform that we can’t wait for you to begin using. Product Updates

Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization

CX Accelerator

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it.

Comm100 Messaging Software – Live Chat, Messenger and Secure Messaging


Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software.

The pros and cons of word clouds as visualizations


Word clouds can be engaging and easy to digest—just don’t expect in-depth analysis or comparisons from them. Customer Experience

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.

The CX Event You Don’t Want to Miss

Heart of the Customer

A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle.

Survey 124

Organisations Should Build on Pandemic Messaging to Retain Customer Trust

CSM Magazine

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis.

How to Increase Student Enrollment in Higher Education for 2023


It’s a time of change in higher education. Since the beginning of the pandemic, undergraduate enrollment has dropped by 9.4% across the United States. With a smaller pool of students to draw from, many colleges and universities are struggling to engage with and attract students to their school.

SD-WAN Sunsets And ZTE Emerges

Forrester Digital Transformation

Software-defined WAN (SD-WAN) has started to ride off into the sunset (which is long overdue). For some time, you might see some vendors wandering around aimlessly, hoping to sell you a SD-WAN solution, but for the most part, the networking market is moving on. It didn’t happen like I predicted.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

Customer Success Dashboard KPIs: Nine CS Metrics To Track


Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes.

Discovering How to Use Contact Lists 


Learnings from NPS Responses. As you might imagine, Alchemer requests and receives a lot of Net Promoter Score (NPS ® ) survey responses because our customers’ opinions matter to us. Believe it or not, somebody at Alchemer also reads each one.

Top 10 business review sites to grow your online reputation


Now more than ever, shoppers turn to online reviews before deciding where to spend their hard-earned money. They’ll often browse industry-specific review sites and read testimonials from previous customers prior to making a purchase.

Get AI Right With AI Service Providers

Forrester Digital Transformation

AI can deliver value, but getting it right is a challenge. We’ve seen AI deployed successfully, like the program that discovered 20,000 undeclared pools, and less successfully, like the computer-generated rapper whose record label dropped them over racist stereotypes.

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.

Why Customer Success is your best investment during an economic downturn with You Mon Tsang and Punk CX


When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty.

How To Spot Product Trends Or Issues Using Contact Center Data


With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world.

“Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession

The DiJulius Group

Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first?

Understanding how all businesses can benefit from voice analytics

Adrian Swinscoe

This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]. The post Understanding how all businesses can benefit from voice analytics first appeared on Adrian Swinscoe

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.