Sat.Jun 25, 2022 - Fri.Jul 01, 2022

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!

How to Turn NPS Feedback Into Reviews, Recommendations and Referrals


Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.


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AI Reporting and its Impact on the Agent and Customer Experience

Upstream Works

The implications for artificial intelligence (AI) applications in the contact center are far-ranging, but so are the opportunities. Our recent blog posts have examined several facets here, along with how AI aligns with digital transformation.

Journal Citation Reports 2022: COVID-19 research continues to drive increased citation impact


Today we release the 2022 update to the annual Journal Citation Reports (JCR). This year’s release demonstrates the enormous impact the COVID-19 pandemic has had on scholarly publishing. We also identify and define a new type of anomalous citation behavior: self-stacking.

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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.

Lessons in B2B growth strategy that are literally out of this world 

Forrester Digital Transformation

I recently had the honor of taking on an exciting stretch project at Forrester, helping to create and launch our inaugural coverage of the spacetech sector. On paper this appeared to be quite a shift away from my regular day job covering Account-based marketing (ABM) in the B2B marketing practice.

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More Trending

3 Things CMOs Should Do During an Economic Downturn


The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide.

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How to find the right journal for your research (using actual data)


Want to help your research flourish? We share tips for using publisher-neutral data and statistics to find the right journal for your research paper. The right journal helps your research flourish.

Who Desperately Needs De-escalation Training?

Myra Golden Media

Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more? . Head over to De-escalation Academy to learn more! Customer Experience Design

4 DOs and 3 DON’Ts for Chatbot Testing Strategies


This article was originally published on Botium’s blog on February 9, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. A quick summary of 7 important DOs and DON’Ts when designing a chatbot testing strategy.

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!

An Interview For Change: Khoros Expert Opinion on Change Management


Change management is complex and could make or break changes in process or strategy. That's why we spoke with our Khoros expert on change management to get the run down on making a refreshing and powerful change.

Free Webinar: Confidence-Enabling Experiences

CSM Magazine

With buyer satisfaction levels plummeting to a 17-year low, and less than 35% of consumers completely satisfied with their brand relationship, there is huge stakes resting on your ability to provide satisfying experiences.

Laying the foundation for Community-Led Growth


If you’re working for a B2B SaaS company and have logged into your Linkedin account lately, you’ve probably heard the phrase Community-Led Growth (CLG). (If If you haven't, now's your chance to sign up for our Community Summer Camp.). User communities

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The Ultimate Guide to a Botium Proof of Concept (PoC)


This article was originally published on Botium’s blog on September 11, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Does Botium Box meet my requirements? Will it solve my biggest challenges and pain points? Is it worth upgrading my free Botium Box Mini ?

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.

Healthcare Providers Must Embrace Precision Medicine Or Risk Losing A Competitive Edge

Forrester Digital Transformation

I recently joined Forrester as a healthcare analyst and have felt at home since my first day: I’ve spent my entire professional life working in the industries we serve, and I’ve listened to the rock ‘n’ roll legends that our conference rooms are named after for as long as I can remember.

Teleperformance UK Selects PCI Pal to Secure Expanding Payment Methods for Global Enterprise Customers

CSM Magazine

PCI Pal , the global SaaS provider of secure payment solutions, has today announced a partnership with Teleperformance Limited a leader in omnichannel customer care solutions and integrated digital business services.

Are you Still Not Taking SaaS Product Feedback?

Zonka Feedback

Feedback Management

Detecting Dead Ends in the Chatbot Conversation Flow


This article was originally published on Botium’s blog on April 15, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Rule-based chatbots are a good starting point to gain experience in designing chatbots.


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.

The Magic of Cross-tabulation in Data Analysis


Apples and oranges. Two fantastic fruits. Teenagers and elderlies. Two different generations. If we ask about your age and the fruit you like, we’ll get two different data points. And to analyze this data, we’ll use Cross-tabulation. What the heck is Cross-tabulation?

Own the Moment of Customer Onboarding: Launch the Love


There is a saying: “you only have one opportunity to make a first impression.” The same is true for your relationship with your customers. Of all of the moments of truth along your customer journey, the onboarding process might be the most impactful on customers’ long-term success.

The Difference Between Good and Great

Shep Hyken

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well.

What Makes a Great Chatbot?


This article was originally published on Botium’s blog on April 21, 2022, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. What makes a great chatbot?". The ultimate question that moves the chatbot industry, without having a clear answer.

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!

The Interminable Wait: The NIST Post-Quantum Competition

Forrester Digital Transformation

Back in May, an article in New Scientist created a bit of a stir around the National Institute of Standards and Technology (NIST) competition to select post-quantum (PQ) cryptographic algorithms.

092: Change the Things You Can

The DiJulius Group

As a college freshman, Marcus Engel was blinded and nearly killed after being struck by a drunk driver. This incident changed the trajectory of his life forever. After recovering from the accident, Marcus decided to pursue Narrative Medicine.

Amazing Business Radio: Adam Alfia

Shep Hyken

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment.

3 Steps: Register Oracle Digital Assistant in Botium


This article was originally published on Botium’s blog on April 12, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. chatbots Botium Box Botium Oracle Digital Assistant


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.