2022

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Why Customer Experience Is Key to Scaling Revenue Growth

Lumoa

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies?

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Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary.

Resources 265
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How to Kickstart the Next Digital Experience Trend

InMoment XI

Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead.

Trends 359
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Can Conversational AI Make Your CX More Human and Empathetic? | Creative Virtual

Mandy Reed

Often criticised for removing the human touch from customer experiences, conversational AI virtual agents can help employees be more human and empathetic

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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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4 Ways to Provide Personalized Customer Service

Kayako

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

More Trending

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5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience

Customer Bliss

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond).

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The CX leader handbook

GetFeedback

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future. Guides

Handbook 311
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Customer Engagement: From Core Competencies To Business Outcomes

Kerry Bodine

Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone.

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How are you going to choose your CX Metric?

Alida

Having trouble choosing a metric for your organization’s survey programs? You’re not alone. Customer Experience User Experience

Metrics 207
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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can.

Sports 283
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How to Sell Customer Experience to Your Organisation

Lumoa

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. It’s a rather simple idea to understand, but not an easy thing to do in practice.

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68 Customer Support Email Address Name Ideas

CX Accelerator

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs.

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The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

Loyalty 442
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Emotional Value Index (EVI): The Next Big Thing in CX Since the NPS

95% of purchasing decisions are emotion-based. This led to the creation of the EVI®, the Emotional Value Index. In this eBook, you will find all you need to know about how to measure and manage customer emotions and EVI® to grow your business.

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18 Live Chat Best Practices to Help You Deliver Superior Customer Service

Comm100

Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic.

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5 Essential Features for Customer Service Success

Kayako

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help.

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The Mystery Shopping Process in 5 Steps

IntouchInsight

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.

Brands 230
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Three Key Challenges Healthcare CX Leaders Face Today

Uniphore

Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today.

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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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New job in customer experience? Do this on the first 90 days

GetFeedback

Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters. Articles

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5 Steps to Engage Unengaged Employees in the Contact Center

Omnicus

As a team leader in a contact center, it can be frustrating when you have unengaged employees. These employees may be lackadaisical, uninterested in their work, or simply going through the motions without any real passion or drive.

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Why is everyone talking about CLV again?

Alida

Focusing on Customer Lifetime Value can boost your long-term revenue and help you navigate a tricky economic environment, but as with every metric, context is key. Customer Experience

Metrics 200
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7 Customer Expectations and Why I Shouldn’t Have to Ask for a Napkin

Steve DiGioia

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected.

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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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Voice of Customer Analytics: What, Why, and How to Do It

Lumoa

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed.

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5 Tips for Being More Transparent with Your Customers

CX Accelerator

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer.

Tips 238
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3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason.

Exercises 426
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Top 5 Higher Education Customer Service Trends for 2023

Comm100

Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels.

Trends 191
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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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5 Case Studies to Improve Your Customer Service

Kayako

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties.

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Customer Experience Management in The Metaverse

IntouchInsight

You’ve probably heard people talking about the metaverse over the past year. From Facebook rebranding as Meta to Taco Bell hosting a virtual reality wedding — there's been no shortage of news.

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Life at Uniphore: Meet Andrew Dahlkemper, Chief People Officer

Uniphore

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer.

Meeting 207