Trending Articles

Interviews Aren’t Dead: How B2B Companies Can Learn More from Their Buyers

InMoment XI

B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. But it doesn’t have to be that way!

B2B 300

CX Tech Top-ups: Try Our Brand New Hierarchy Comparison Dashboard

IntouchInsight

At Intouch Insight, we’re constantly working on new features that will help you reach the top of your game. This month we have introduced new features to the Intouch Platform and IntouchSurvey™. Product Updates

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Alida Activate ‘22: The Power of Insight Communities Compels You

Alida

Pixel United has harnessed the power of communities to a hilt, not only by developing an insight wellspring, but establishing lasting relationships with the members. Alida Activate 2022

130
130

The Importance of Customer Self Service Portal

Kayako

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par?

More Trending

3 Powerful Ways to Visualize Your Data

IntouchInsight

Analysis paralysis can be a real problem. The more data you’ve collected the better informed your business decisions will be. But distilling raw numbers or drilling down to the right level to pull out actionable insights is challenging.

Data 156

Want to Win the Great Retention? Prioritize Employee Mental Well-Being

The DiJulius Group

For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives.

Groups 104

How to Get the Most Out of Zonka Feedback Survey Reports

Zonka Feedback

Surveys are a great way to collect Customer Feedback and know what your customers feel about their experience with your products, services, and organization.

Every Product, Every Resource, All Our Expertise, on One Site

Brandwatch CX

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

I Buy, Therefore I Am: The Psychology Behind Why We Choose Our Favorite Brands

InMoment XI

What do the shoes you wear, the coffee you drink, and the car you drive say about you? In what ways do your favorite brands help create your personal brand? How do they contribute to fulfilling your individual needs? And how do your shopping dollars help craft—and confirm—your personal identity?

Brands 276

Answer the Question the Right Way?

Shep Hyken

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly.

Meet The Analyst Covering Data Storytelling, Data Literacy And Data Leadership: Kim Herrington

Forrester Digital Transformation

Tell us about yourself: I help people seek, solicit, and speak data & information in safe to share environments. I can help data, technology, and business leaders influence culture change and ignite insight-driven decision making at their organizations.

Data 83

Six Best Customer Engagement Platform Tools for Onboarding in 2022

Totango

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth.

Tools 89

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

Enthuse Your People to Delight Customers with The Revelation Conversation.

Bill Quiseng

Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive.

How to Eliminate Friction in Your Customer Journey

InMoment XI

What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn.

Why Unhappy Customers are a Gift

Middlesex Consulting

Has the number of unhappy customers calling into your business increased?

Knowledge Hubs for the Digital Transformation of Citizen Service

eGain Blogs

In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Customer Journey Mapping Examples

Heart of the Customer

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.

How to get more reviews using a Google review service

BirdEye

If you want your business to have a well-established online presence, you need to consider the weight of Google reviews on your ranking and reputation. Reviews are a way to grow your business digitally, both in how you rank on Google and how customers rate and review your products.

How to Import with Section 321

Joe Rawlinson

Entrepreneurs running an online business in the US walk a fine line between making substantial profit and barely scraping by. And between supply chain issues, economic fluctuations, and import tariffs, it can be a hard line to walk. However, that doesn’t mean it can’t be done.

Breaking Silos and Harnessing Data to Improve Customer Experiences

Doing CX Right

Celia Fleischaker, CMO at Verint, explains how to elevate relationships and customer engagement across channels from marketing, and sales to customer service and support by breaking silos and improving inefficiencies.

Data 72

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer

ChurnZero

When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader.

May 19 – Customer Success Jobs

SmartKarrot

Role: Director, Client Success Location: Remote, United States Organization: MediaMath As a Director of Client Success, you will own and develop strong relationships with the client and key stakeholders from C-suite to Hands-in-keyboards.

Five Best CRMs for B2B Sales in 2022

Totango

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022.

B2B 62

Finding the Path to Digital Transformation With MADM

Cyara

Whether you started your digital transformation to support working at home during COVID-19, to improve customer experience, or to more quickly adapt to the market, there is no doubt this path can be difficult and confusing at times.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!