Sat.Jun 18, 2022 - Fri.Jun 24, 2022

Reimagining Research: How to Create Better Customer Research Experiences


Research has been part of your entire life. School reports, global news, even deciding what movie to watch—over time, all these things have made you familiar with the research process. Alida Activate 2022

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Will a Four-Day Workweek Boost EX & CX?

Heart of the Customer

Conventional wisdom holds that a great employee experience promotes a great customer experience.


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Customer Satisfaction Score: An Introduction



Why do Universities & Colleges Choose Comm100 Live Chat?


Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs.

Report 207

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

How to Write Email Survey Subject Lines That Increase Your Open Rates

InMoment XI

Microsurveys are the key to gaining the customer feedback you need to power your CX program, and many of these surveys are sent via email. The first step to receiving that survey feedback is getting your customer to open your email. .

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According to Steve #5 – A Little of This, A Little of That

Steve DiGioia

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic.

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What is a Key Differentiator of Conversational AI?


You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

5 Things We Learned from the Customer Experience Speakers at the Sydney XI Forum

InMoment XI

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! .

Good Intentions Can Be More Important Than Perfection

Shep Hyken

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? .

Discover What Stage Your CE Program is in and the Next Steps for Tomorrow’s Growth

Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.

The Answer’s Yes / AGT’s Golden Buzzer Winner Presenting at the CSRev Conference

The DiJulius Group

Many times, yes is the answer to a customer. Other times, rather than a flat-out no, the answer can offer an alternate version of what the customer needs or wants. I hate the word no. I truly do. I can’t believe how many people, in a vast number of companies, use it. It should be. Read Full Article.

Customer Success in SaaS: A Complete Guide & Best Practices


Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies.

Community Engagement: How Citizen Feedback Can Help Local Communities


Feedback is essential for every business. The voice of a customer can help the business determine where it is succeeding and what it can improve on. Feedback not only helps companies daily but lets customers be valued contributors.

3 Takeaways from Surveying SaaS Investors About the Downturn


Anyone who knows me knows that I’m an annoyingly-positive optimist. But like every CEO, I’m also constantly paranoid. So two narratives are constantly battling away in my brain right now: “The market opportunity for SaaS has never been better.”. The stock market is down by how much?”.

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.

Three Ideas To Make Your Messaging A Hit With Buyers

Forrester Digital Transformation

Enticing plot, captivating characters, and spellbinding world-building are all examples of what may come to mind when thinking about what we love most in a good television show.

How MNOs Can Win the Game of Phones


I’m a huge fan of the HBO series Game of Thrones. I faithfully watched every episode of every season. Throughout each season, Sunday night was a much-anticipated respite for me, as I dove into the lives of enthralling characters who were beautifully written, carefully casted and artfully portrayed.

Building Customer Rapport Is Essential To Retain Customers

Call Experts

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. .

The CHANGE Canvas: A Plug-and-Play Brag Sheet for Your UX Accomplishments

dscout People Nerds

Use this six-step framework to track and prove the value of your research


Customer Education Maturity Model: How Customer Learning Programs Create Value

The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.

The Insights Beat: This Summer, Take A Trip To Insights Capabilities Paradise

Forrester Digital Transformation

Summer is here, and you deserve a vacation. Whether you’re camping by the lake or snorkeling off the coast, you (likely) won’t be thinking about data, but this summer can still be a good opportunity to build your insights capabilities.

Episode #22 – Fostering Compassion in the Workplace

Russel Lolacher

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace.

Artificial Intelligence Firm ASAPP Releases New AI Transcription Service for Call Centres

CSM Magazine

ASAPP the AI Cloud company has made a number of announcements recently for its AI services. Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres.

5 Ways AI Chatbots are Changing the USA Healthcare Industry


Last Updated on June 18, 2022 “The vision for our assistant is to help you get things done.” These were the exact words used by Sundar Pichai in 2018 in his demo of Google Duplex, an AI-powered voice agent that is an added feature to Google Assistant.

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.

B2B Buyers and Digital Selling (Part 1): Self-service, PLG, and Consumption Pricing

Forrester Digital Transformation

Digital selling insights from buyers and B2B sales executives, covering self-service purchasing, product-led growth (PLG), e-commerce, and consumption-based pricing. Will they converge or remain distinct practices shaping the buying experience?

Training The Virtual Contact Center


Cisco Live! Was an eye-opening and exciting event for our team, and the feeling on the ground was electric.

The Cost of High Customer Effort

CSM Magazine

We all know we need to strive for positive customer experiences and do everything we can to avoid negative customer experiences. What many CX leaders fail to consider, however, is the relationship between your customer experience and your bottom line. What is a “Bad” Customer Experience?

Q&A recap | 2022 SaaS retention benchmarks


2022 continues to be a grave reminder that change is constant. With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses?

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.