Sat.Jun 25, 2022 - Fri.Jul 01, 2022

How Customer Loyalty Can Drive B2B SaaS Business Growth


Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model.

How to Turn NPS Feedback Into Reviews, Recommendations and Referrals


Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

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AI Reporting and its Impact on the Agent and Customer Experience

Upstream Works

The implications for artificial intelligence (AI) applications in the contact center are far-ranging, but so are the opportunities. Our recent blog posts have examined several facets here, along with how AI aligns with digital transformation.

3 Highlights from Customer Experience Experts at the XI Forum Singapore

InMoment XI

This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember.

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?

The Mystery Shopping Process in 5 Steps


With any good meal, the ingredients and the steps that go into preparing it are integral to the final product. And mystery shopping programs aren’t so different.

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5 Ways Visual Engagement Technology Counters the Rising of Cost of Fuel in Field Service


The rising cost of diesel and gas are hitting the balance sheets of contractors and corporations around the world. This pain is felt particularly acutely in the field service industry, where transportation costs are often considered unavoidable.

At a Glance: 3 Employee & Customer Experience Program Use Cases for Financial Services Brands

InMoment XI

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships.

Irrefutable Evidence: Great CX Brands Outperform Competitors & Stock Market Significantly, in Any Economy

The DiJulius Group

How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co.,

The Difference Between Good and Great

Shep Hyken

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well.

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.

Put Your Computer Vision Models In “The Matrix” With Synthetic Data

Forrester Digital Transformation

As artificial intelligence charges forward on many fronts, computer vision continues to be one of, if not the most, critical method of connecting the real and digital worlds.

Case study: How Copper increased retention with community


When Ken Aponte first joined CRM software company Copper back in December 2020 as their VP of Customer Success, he noticed one thing: retention wasn’t where it needed to be.

Pride Year-Round: The Hopes, Fears, and Joys of 52 LGBTQIA+ Community Members in 2022

dscout People Nerds

Pride happens one month out of the year. Here’s what LGBTQIA+ people had to say about supporting the community the other 11 months


Onboarding Practices from Successful Product-led Companies


We all want to achieve a stellar onboarding experience for our customers. What if we shortened the optimization process by pulling inspiration from the best-of-breed product-led companies that do it well? saas saas onboarding Acquisition user onboarding Activation PLG icp

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.

Picking An Agency To Maximize The Value Of Your First-Party Data

Forrester Digital Transformation

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

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Are you Still Not Taking SaaS Product Feedback?

Zonka Feedback

Feedback Management

The Peak-End Rule’s Missing Piece

Heart of the Customer

I’m a huge fan of author Daniel Kahneman. His first book, Thinking, Fast and Slow is a great CX resource, even though it’s not about customer experience per se. The most valuable takeaway for CX pros is probably “The Peak-End Rule.”

3 Cisco Live 2022 Key Takeaways


Last week, my team and I felt really blessed to be able to go to Cisco Live in Las Vegas for the first time in two years — a sentiment that was felt by many of the other conference participants and echoed by Cisco CEO, Chuck Robbins, when he came on stage for the keynote.

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.

Lessons in B2B growth strategy that are literally out of this world 

Forrester Digital Transformation

I recently had the honor of taking on an exciting stretch project at Forrester, helping to create and launch our inaugural coverage of the spacetech sector. On paper this appeared to be quite a shift away from my regular day job covering Account-based marketing (ABM) in the B2B marketing practice.

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How to find the right journal for your research (using actual data)


Want to help your research flourish? We share tips for using publisher-neutral data and statistics to find the right journal for your research paper. The right journal helps your research flourish.

Frequently asked local SEO questions answered by an expert


Believe it or not, 75% of people never make it to page two of Google when conducting an online search. That makes the first page of Google the most valuable real estate on the internet.

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3 Things CMOs Should Do During an Economic Downturn


The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide.

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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.

Emotional Quality Of Experiences: The 2022 CX Index Bright Spot

Forrester Digital Transformation

The pandemic thrust consumers and technology into the forefront, exposing a long-standing tension between the two.

Journal Citation Reports 2022: COVID-19 research continues to drive increased citation impact


Today we release the 2022 update to the annual Journal Citation Reports (JCR). This year’s release demonstrates the enormous impact the COVID-19 pandemic has had on scholarly publishing. We also identify and define a new type of anomalous citation behavior: self-stacking.

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The Critical Role of Incident Management in Contact Centers


Do You Have the Plan and Tools You Need? If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on? chatbots contact center incident management

Helen Dewdney talks to Paul Newton Mental Theft

Helen Dewdney

This week I spoke to Paul Newton on The Complaining Cow Consumer Show on East London Radio. Paul Newton is a Public speaker and magician. With a wide range of skills in magic, mind control, mental theft and hypnosis, he has built a large following by being entertaining and educational.

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.