Sat.Dec 11, 2021 - Fri.Dec 17, 2021

3 Customer Experience Ideas for 2022

Experience Investigators

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office.

3 Tips for Shaping Brand Experiences With New and Loyal Customers


What happens when a beloved business rebrands? Or when new product formats emerge that risk alienating some audiences while impressing others? Brand Experience

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Expert perspective: How to level up your voice of customer program

NICE inContact

Imagine having a gold mine in your yard and never venturing out to dig up some nuggets. Customer Experience Contact Center Management NICE CXone

InMoment’s Modern Market Research and Data Analytics Approach Ranks in Top 50

InMoment XI

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

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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.

Uniphore Collaborates with Cisco to Enable Better Customer Experiences


Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

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How to Improve Government-to-Citizen Engagement in 2022


Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). .

Employee Advocates: Their Role as Committed Company Assets, Active Communicators, and Key Contributors to Stakeholder Value

InMoment XI

T his article was originally published on CustomerThink. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them.

The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes


Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online.

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EMEA Delta Award Winners 2021


Every year Alida holds the Delta Awards, a ceremony in which we highlight and praise the year's achievements in customer experience and insights by our esteemed customers.

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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.

4 Reasons Why Credit Unions Need to Offer Live Chat in 2022


Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences.

Always Available, Always Informed Service: How Proves They Care About Your Pet As Much As You Do

Customer Bliss

If you have a pet, it’s likely that you have become a “Pet Parent.” Your pet is a member of your family, and you seek out the best of everything for them. Most important, you want smart, knowledgeable people guiding you to the right food and equipment.

Conversational Automation: 5 Do’s and Don’ts for BPO Leaders


Set your organization up for success with these best practices for automation implementation. More outsourced service providers are turning to technology to stay competitive in an increasingly digital world.

2022 Trends: Imagine the Future of Call Centers


In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

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.

Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way.

The Psychology of the Word “Because” to Get Customers to Accept Your Word As Final

Myra Golden Media

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” ” The experiment had people ask to cut in a line of people waiting to use a copy machine.

How Can Payers Improve Member Experience and Efficiency at the Same Time?


The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities.

Distinguishing Your Brand In A Hyper-Competitive Marketplace

Doing CX Right

Scott McKain, Hall of Fame Speaker & "Iconic " author, reveals how to create distinction to attract & retain customers and employees too. The post Distinguishing Your Brand In A Hyper-Competitive Marketplace appeared first on Doing CX Right. DoingCXRight®?

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!

The Best Customer & Employee Experience Content of 2021

The DiJulius Group

The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team.

Let Them Go, Really…Just Let Them Go! – Tip #36

Steve DiGioia

Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc.

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Customer Contact Week 2022


Where. The Star Gold Coast. Feb 24th & 25th 2022. Ravi Saraogi Co-founder and President APAC. Join Uniphore at the Customer Contact Week event on the Gold Coast this February! Where? The 2022 CCW will be hosted at The Star located at 1 Casino Dr. Broadbeach QLD 4218 Australia.

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Fast Food vs. Fine Dining in Customer Service

Help Scout

What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'? Read the full article

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.

Don’t Cut What Is Obvious to the Customer??

Shep Hyken

Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues.

Innovating to improve research integrity


How we’re expanding support for dealing with editorial expressions of concern and retractions. Research integrity is a key part of our mission at Clarivate to be a trusted, indispensable partner to innovators everywhere.

A Playbook for the Transformational BPO


Learn how to optimize outsourced customer service. operations with next-generation conversational AI. Higher call volumes, more complex requests and overburdened employees are driving more BPOs toward digital transformation.

Quarterly Release Notes, December 2021: Targeted Messages, Properties Visibility, and More!

Help Scout

Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. Read the full article


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.