Heart of the Customer
FEBRUARY 28, 2023
My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past. Through our interviews with hundreds of CX leaders, we heard that same theme: being in a small team, the job can get lonely. You don’t […] The post Is CX the Loneliest Profession?
MyCustomer
FEBRUARY 28, 2023
CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Forrester's Customer Insights
FEBRUARY 27, 2023
Customer experience leaders will face an upward climb in 2023. But some CX leaders will succeed. Our practical advice can help you beat the odds.
Lumoa
MARCH 3, 2023
The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? How does a company remain committed to providing first-rate customer service in an economic downturn?
Speaker: Joe Cicman - Principal Analyst at Forrester | Jason Cottrel - CEO & Founder at Orium | Kelly Goetsch - Chief Strategy Officer at Commercetools
Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.
CSM Magazine
FEBRUARY 28, 2023
As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? In this article, we’ll look at the importance of preparing for Generation Zalpha’s needs, and how businesses can make sure that their customer service is ready for them. Who is Gen Zalpha? The term “Gen Zalpha” is a combination of the terms Gen Z and Gen Alpha.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 28, 2023
There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.
Merkle
FEBRUARY 27, 2023
At Merkle, we get unique insight into industry-related nuances as we enable CX (customer experience) transformation across our diverse portfolio of brands. In the High Tech industry specifically, several key characteristics shape the needs and requirements of successful CX transformation projects.
CSM Magazine
FEBRUARY 28, 2023
Customer service jobs can be hard work but rewarding. Even the job application process can be difficult if you are facing additional life challenges. However, with the right preparation, you can make sure that you have the skills, knowledge and mindset necessary to succeed in a customer service role. To help you get ready, here are some tips on how to prepare for a job in customer service.
LoyaltyPlus
FEBRUARY 27, 2023
by Frik van der Westhuizen At the end of January this year, there were 28 million social media users in South Africa. Over the past 12 months, social media has become an integral part of people’s lives and has had a significant impact on how consumers perceive and interact with brands. It has become vital for companies to have a strong social media presence in order to build and maintain brand loyalty.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
InMoment XI
MARCH 1, 2023
The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. By prioritising customer interests and designing products and services that meet their needs, firms can create more positive and beneficial experiences for customers.
Lumoa
FEBRUARY 28, 2023
Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.
Retently
MARCH 2, 2023
There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. Still, although 71% of consumers expect a personalized experience, most of them are unwilling to spend time responding to an endless stream of questions.
Alida
MARCH 2, 2023
Successful innovators not only listen to their customers. They make their feedback an integral part of their decision-making process.
Advertisement
Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.
InMoment XI
FEBRUARY 28, 2023
Welcome back to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.
TechSee
MARCH 2, 2023
With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Better chatbots, self-service flows, virtual assistants, and AI avatars are being developed worldwide, so how can you find the right AI solution for your organization?
Blake Morgan
FEBRUARY 28, 2023
Looking at the consumer industry, it’s clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters? Deloitte recently published a report called Buying into Better , highlighting the changing industry’s markets, models, and mechanics. According to Kasey Labough, Chief Innovation Officer for Deloitte’s Consumer Industry, the report discovered 100 topics related to change and distilled them into six forces critical to navigating the next
kommunicate
MARCH 3, 2023
Last Updated on March 3, 2023 Lead generation is an essential part of any successful business strategy, and with the advent of new technology and software, generating leads has become easier than ever before. In 2023, businesses will have access to a wide range of powerful lead generating tools that can help them identify and [.] The post Top 5 Lead Generating Tools for Businesses in 2023 appeared first on Kommunicate Blog.
Advertisement
Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.
Beyond Philosophy
FEBRUARY 25, 2023
Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.
BirdEye
MARCH 3, 2023
With nearly three billion monthly users worldwide, you can’t ignore the many opportunities Facebook can bring a business. However, if you believe in the old adage, ‘don’t mix business with friendships,’ then you likely also wonder how to create a Facebook Business Page without a personal account. In this article, we’ll walk you through the precise steps of how to create an account and page without your personal info, examine Business Page features, and what you should consider when creating your
Clarivate
MARCH 1, 2023
International research collaboration is critical to scientific discovery. Just as the research landscape grows in complexity, the landscape of collaboration continuously changes, making it more challenging to track progress. At the University of South Florida (USF), the fastest rising university in the U.S. News & World Report’s U.S. rankings, maintaining the pace of global engagement, high-impact research and innovation is supported with a metrics dashboard that informs strategic planning a
Centercode
FEBRUARY 27, 2023
Two decades ago, Centercode was bootstrapped by a small group of likeminded founders, collectively driven by our genuine passion to increase the positive impact of technology on the world.
Advertisement
In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p
2020 Research
FEBRUARY 27, 2023
The world evolves quickly. At Schlesinger Group, we’ve always made it our business to evolve alongside it. We began as a focus group facilitation provider, connecting business questions to real human answers. But over the past 57 years and through several acquisitions, we’ve expanded to become much more — today, we lead qualitative, quantitative and tech-enabled research around the globe.
BirdEye
FEBRUARY 28, 2023
Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue.
Clarivate
FEBRUARY 28, 2023
Through a comparative analysis of published LHON prevalence data and real-world evidence, this article describes a study using multiple Clarivate TM data sets to better understand disease pathology and current drug utilization for this condition. The study was conducted collaboratively by Clarivate Senior Science Editor Shyama Ghosh, Senior Epidemiologist Shilpa Thakur, Managing Editor Stephen DuPraw and Senior Director Evelyn Davila.
kommunicate
MARCH 3, 2023
Last Updated on March 3, 2023 When we wrapped up the shortest month of the year, we gave ourselves a pat on the back. This is because we saw some pretty impressive feature releases last month, things whose UI looked easy but are quite complex engineering problems to solve. We won’t keep you waiting, so [.] The post Here’s What’s New From March 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.
Advertiser: ZoomInfo
Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.
SaleMove
MARCH 3, 2023
Having a seamless digital account opening experience helps financial institutions stay competitive. Here are the tools to do that. The post Meeting High Consumer Demands for Online Account Opening with Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.
Education Services Group
FEBRUARY 26, 2023
Customer Success leaders have a lot in common with rockstars. We’re all excellent storytellers. We are energetic about our work. We aim to deliver the absolute best experiences imaginable. We do well in front of crowds (i.e., customers). And we both go on tour. As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of.
Optimove
FEBRUARY 28, 2023
As the dust settles after the big game, Optimove marketing data analysts dove deep into the data to find whether the much-anticipated Super Bowl had valuable insights for iGaming operators. We analyzed data on US sports bettors from dozens of iGaming operators across the globe between January and February 2023. After hours of crunching and sorting, here’s what we found.
Expert insights. Personalized for you.
78 
Let's personalize your content