2021

Understanding the customer journey from start to finish

NICE inContact

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience

How to Make a Great Customer-Centric Web Design

C3Centricity

Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns.

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Customer satisfaction is the key to success and the contact center plays a vital role

NICE inContact

In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses.

Here’s why the experts think empathy is the key to customer experience

Comm100

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

How eCommerce Fits Into Retail's Post-Pandemic Future

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

Social customer service is key: Don’t leave your customers high and dry

NICE inContact

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less? Customer Experience

Retail 228

More Trending

4 Ways Small Businesses Use Free Chatbots to Drive Sales

Comm100

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of.

Sales 219

How to prove the ROI of digital customer feedback

GetFeedback

Three ways to prove the return on investment of your ecommerce feedback program. Articles

ROI 355

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?

Stepping up your organization’s CX Maturity: 4 takeaways from our CX leader roundtable

GetFeedback

Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization. Articles

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

FREE eBook: The 2021 CX Outlook

Kerry Bodine

Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain.

eBook 263

Start with Hiring People Who Show Humanity at Work

Customer Bliss

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home.

Strategies for Customer Experience: Measurement 101

IntouchInsight

A customer experience management (CEM) program without a measurement strategy is like having a sports car without any gasoline. Data is the fuel that powers an effective program - helping to set benchmarks, track the impact of your actions over time, and inform future initiatives.

Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception.

The CX Leader Handbook

Whether you’re just starting your CX career or looking to change roles, our CX Leader Handbook is for you. Grab your free copy to learn how to find the right job, thrive as a leader, and strategically plan for the future.

Uniphore Collaborates with Cisco to Enable Better Customer Experiences

Uniphore

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.

How Texting Keeps Your Contact Center Agile in 2021

NICE inContact

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. Contact Center Trends & Insights AI

3 Tips for Shaping Brand Experiences With New and Loyal Customers

Alida

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

Brands 207

2021 is the Year of Omnichannel Customer Engagement – Here’s Why

Comm100

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions more into unemployment.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Storytelling for innovation

Storyminers

If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Instead, it’s with a well-designed experience that adds value to your customers, engages your employees, then benefits the bottom line.

Digital Customer Experience: The Value of “Slamming” Your Assumptions

InMoment XI

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience.

Master Net Promoter Score (NPS) in one month

GetFeedback

Become an NPS expert with our comprehensive 4-week email course. Tools

Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?

Kerry Bodine

I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?)

The Ultimate Guide to Customer Service in 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

3 Actions to Take on the Road to Leadership Bravery

Customer Bliss

“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.

The Many Faces of Mystery Shoppers

IntouchInsight

If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who exactly are mystery shoppers can still cause some confusion. Mystery Shopping Virtual Mystery Shopping Customer Experience Measurement

5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance

TechSee

Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users.

Destiny and the Revolution: How the future of Uniphore is the future of customer experience

Uniphore

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!