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

Forrester and Alida Come Together to Improve CX With This Recipe


At Alida Activate 2021, industry leaders around the world gathered to share the latest and greatest in customer experience (CX) best practices, thought leadership, and more.

How to Choose the Best Chatbot for Colleges & Universities


If you’re reading this blog, you’ve likely learned of the benefits of chatbots and now need to choose the best chatbot for your school. (If If you’re still unsure, take a look at the cost-savings of chatbots with this Chatbot ROI Calculator.).

How To 130

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Wow Your New Employees

Bill Quiseng

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”

Four Things to Consider When Leveraging a Customer Feedback Management Platform

InMoment XI

I may be dating myself here, but does anyone else remember sitting in a conference room surrounded by sets of data tables and analyses so you could then manually pull numbers, read through all the comments, and manually populate reports?

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

5 2022 CX trends: Time for a CX revolution

NICE inContact

For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious. CXone Customer Experience NICE CXone

Trends 205

More Trending

How Retail CX Leaders Solve Problems During the Busy Holidays


This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, However, obstacles still loom. supply chain isn’t smoothing out.

Retail 130

Here’s a New Word: Skimpflation

Shep Hyken

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” .

Hotels 103

Workforce trends shaping 2022: How the Great Resignation informs agent experience today

NICE inContact

The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs.

Trends 189

The 8 Best Team Email Management Software for 2022

Help Scout

Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity. Read the full article

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.

5 Key Skills Contact Center Leaders Must Have


Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail.

Customer Journey Survey Strategy


Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback.

How to Solve the Work from Home Quandary

The DiJulius Group

One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it a quandary, because make no mistake about it, it is here to stay.

Overcoming the Great Resignation with Lessons Learned from CX Best Practices

CSM Magazine

The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. According to one Gallup poll , nearly 50 percent of America’s working population was actively job searching or monitoring job opportunities this past summer.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Reimagine the IT helpdesk with conversational AI


As more organizations embrace hybrid work models, the IT helpdesk is critical in empowering employees to work seamlessly across any location. According to the Computer Weekly article, employees’ confidence in the IT helpdesk addressing their needs dropped to 25%.

Q&A with Cat Covert: What Makes Blueshift a Marketer’s Go-To?


We recently sat down with Cat Covert — Head of Email Marketing, HealthQuotes, at Massive & Company LLC — to learn how Blueshift has played a role in her marketing success as well as the tips she has for marketers looking for the right solution to up-level their marketing strategies.

Tips 83

Here’s What’s New from November 2021| Kommunicate Product Updates


In the month of November, we have added some new features to your favorite customer support tool. WebApp Chat Transcripts Now you can send Chat transcripts to your users via your own email.

Tools 83

SOCAP Webinar | The Crucial Role of Technology in the Life of a Contact Center Manager


Optimizing the human element for a better Contact Center performance is and has always been a hot topic in the industry. However, real performance springs from harmonizing the human intervention with the right type of technology.

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!

Use Positivity to Channel Your Inner Bob Ross


American artist Bob Ross is so beloved that his TV show The Joy of Painting is still watched 26 years after his death, on YouTube, Netflix, and on public television. His enduring popularity is in no small part due to his positive attitude and chill demeanor.

Everyday Ways To Live Your CX Mission

Doing CX Right

Jeannie Walters explains the importance of a customer experience mission and how to "Create Fewer Ruined Days for Customers.”. The post Everyday Ways To Live Your CX Mission appeared first on Doing CX Right. DoingCXRight®?

5 Omnichannel Marketing Trends in 2022


As online consumer behavior rapidly shifts, ecommerce marketing also undergoes major changes. With the ever-declining attention span of consumers, brands must think of ways to stand out in just a snap. The post 5 Omnichannel Marketing Trends in 2022 appeared first on Blueshift. Customers + Partners

Key Insights to Guide your CS Strategy in 2022


What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Seven CX Tips to Help Weather the 2021 Holiday Season ‘Everything Shortage’

CSM Magazine

Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. Mike Myer, CEO and co-founder of Quiq looks at the challenges ahead.

Tips 82

Are luxury brands swimming with or against the digital tide?


Ignited by the pandemic, the digital transformation of the luxury sector continues to accelerate.

Bringing Digital Channels into the Contact Center and Beyond

Upstream Works

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications.

066: Is it Time for a CXO (Chief Experience Officer)?

The DiJulius Group

Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer).

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.