Sat.Oct 30, 2021 - Fri.Nov 05, 2021

Three Steps to Align Your CX Program Goals with Business Initiatives

InMoment XI

Has your customer experience (CX) program matured or just begun? Or is it somewhere in the middle? No matter where you’re at, CX program goals need consistent tweaking to be aligned to greater business initiatives.

ROI 404

When Your Customer Experience Hits a “Bump in the Road”

Shep Hyken

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix.

Hotels 109

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5 Benefits From Outsourcing Customer Service

Call Experts

Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team.

The top three things that will win over business leaders for contact center technology investments

NICE inContact

Other contact centers are upgrading their technology to keep up with customer and competitive demands. To get a more macro view of technology investments, download the complimentary ContactBabel report, State of Contact Center Transformation in the New Digital World.

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

How Mulesoft Uses Empathy-Based UX Research to Inform User-Centered Product Design


User experience research is the most data-driven way to forecast needed product updates and plan upcoming features and the future of your product. It can help to eliminate internal bias and confirm or reject assumptions that influence product development.

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Get It Fixed, Then Clam Up!

Steve DiGioia

In the service industry, problems happen every day. An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. It’s inevitable. It happens. It’s part of any operation that has many “moving” parts.

Customer experience matters!

NICE inContact

In today's experience economy, businesses can't leave CX to chance. Companies need to align every aspect of the business on the customer experience.

Conversation is the currency of the enterprise


By: Annie Weckesser, CMO The best enterprises don’t run on data – they run on conversations. Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. And these conversations are happening everywhere. The average person has 27 P2P conversations every day, lasting 10 minutes each. 1 There are 65 billion conversations on WhatsApp alone.

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Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up


The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?

Shep Hyken

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience.

Technology, listening to customers drives MoneySolver call center and organization

NICE inContact

MoneySolver is a fintech company. You’ve probably heard the term fintech—it’s everywhere now and is likely a growing part of your daily life, even if you don’t realize it.

How to Transform an Angry Customer into Brand Evangelist

The DiJulius Group

Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right.

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up


The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

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.

Remembering the extraordinary life of Dr. Henk F. Moed (1951-2021)


We at the Institute for Scientific Information are deeply saddened to hear of the passing of Henk Moed, our friend and mentor.

5 SmartHub CDP Features to Enhance Your eLearning Marketing Strategy


Back in May, we shared the four essential campaigns for eLearning marketing to acquire new students, boost enrollment and engagement, and help students continue to pursue their online education goals.

4 Reads That Will Help You Prove CX ROI

InMoment XI

At the end of the day, investing in customer experience (CX) is about more than just the score. Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI.

ROI 260

Q&A with Aruba: How We Scaled Our Customer Engagement Strategy


What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Spotlight on our Penang Center of Excellence, the “Silicon Island of the East”


In March 2020, a new Clarivate Center of Excellence (CoE) opened in Penang, Malaysia, to provide sales and support to global customers. It’s one of three Clarivate CoEs that deliver world-class services, with the other two based in Chandler, U.S., and in Belgrade, Serbia.

Top Customer Success Influencers and Strategists to Follow


Customer Success Influence. Having access to career and industry-related guidance is easier than ever with the help of the digital world. LinkedIn, not without its faults, is still an excellent resource to tap when looking for strategy and inspiration.

West Monroe’s Quarterly Executive Poll—Q3 2021

West Monroe

Execs are bullish on digital investments, but are still grappling with talent issues


5 Tips for Leading an All-Star Customer Success Team


Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

063: 5 Steps to Creating an Organization Obsessed with Going Above and Beyond

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness.

Prepping Your Contact Center Team for the Holiday Season

Stella Connect

Black Friday is approaching fast. It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers.

The worker shortage should be treated as a supply-and-demand issue

West Monroe

With the labor shortage sticking around, it’s time to get creative


Personal Finance Case Study: LendingTree Grows Customer Engagement


There’s a reason why personal finance is called just that — because, well, it’s personal. Especially as customers take big steps such as applying for a loan, they want to be sure that they can really trust the companies supporting them through the process.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!