June, 2022

CX Tech Top-ups- New Features for the Summer!

IntouchInsight

Our team has been working hard to release new enhancements designed to make your life easier. This month, our featured releases are all about making your experience using the Intouch Platform and IntouchSurvey™ even better. Product Updates

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How to Write the Best Customer Onboarding Surveys & Improve the Experience

InMoment XI

It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand.

Survey 382
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What is Customer Journey and Why Is It Important?

Kayako

For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture.

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction.

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.

Guest blog: The Ultimate Guide to Launching and Branding a Successful Customer Experience Program

Comm100

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge.

Brands 203

More Trending

3 Reasons To Use A Professional Mystery Shopping Provider

IntouchInsight

When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer experience initiatives.

How Two Companies Leveraged a Customized Social Listening Solution to Gain Game-Changing Insights

InMoment XI

Many organizations are drowning in pools of untapped social data. Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more.

What is Customer Effort Score (CES) and How to Measure It?

Kayako

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy.

Reimagining Research: How to Create Better Customer Research Experiences

Alida

Research has been part of your entire life. School reports, global news, even deciding what movie to watch—over time, all these things have made you familiar with the research process. Alida Activate 2022

Report 130

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!

4 Chatbot Customer Service Use Cases for Every Industry

Comm100

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support.

Why Your Company Needs to Adopt a Customer First Strategy

C3Centricity

Denyse Drummond-Dunn · What a customer first strategy means today. Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”.

Mapping Customer Journeys Through a Systems Lens

Horizon CX

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view.

System 130

How Would You Rate Your Experience? A Primer on Transactional Surveys

InMoment XI

Surveys are one of the most direct and effective means of gathering insights. They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand.

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.

Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me.

Activate ‘22: What Brands Can Learn From the Buffalo Sabres Fanbase

Alida

No matter what industry you’re in, you can learn something from sports teams’ fanbases. Alida Activate 2022

Sports 130

Why do Universities & Colleges Choose Comm100 Live Chat?

Comm100

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs.

Report 130

3 Costly Points of Failure in Omnichannel Customer Experience and How to Fix Them

TechSee

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10

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.

IT IS TIME TO RECESSION-PROOF YOUR BUSINESS

The DiJulius Group

Do you know how to recession-proof your business? I am probably one of the few business owners who actually likes a recession, in some cases, prefers it over a booming economy.

Groups 111

In Case You Missed It: 3 Major InMoment Announcements You Need to Know About

InMoment XI

It’s been a huge month for those of us in the InMoment Community!

According to Steve #5 – A Little of This, A Little of That

Steve DiGioia

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic.

Hotels 153

Changing Healthcare from Within

Alida

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!

4 Obstacles You Face Without Live Chat Software

Comm100

The global live chat software market was valued at $590 million in 2016. Fast forward only 7 years and it is projected to reach $997 million next year. . For those organizations offering live chat, this likely comes as no surprise.

Japanese Telecommunications Giants KDDI Evolva & Terilogy Partner with TechSee to Launch “Video Support Service”

TechSee

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022.

The Answer’s Yes / AGT’s Golden Buzzer Winner Presenting at the CSRev Conference

The DiJulius Group

Many times, yes is the answer to a customer. Other times, rather than a flat-out no, the answer can offer an alternate version of what the customer needs or wants. I hate the word no. I truly do. I can’t believe how many people, in a vast number of companies, use it. It should be. Read Full Article.

How to Write Email Survey Subject Lines That Increase Your Open Rates

InMoment XI

Microsurveys are the key to gaining the customer feedback you need to power your CX program, and many of these surveys are sent via email. The first step to receiving that survey feedback is getting your customer to open your email. .

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.