Trending Articles

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!

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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.

2022 78

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Trending Sources

Good Intentions Can Be More Important Than Perfection

Shep Hyken

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? .

2022 98

Customer Success in SaaS: A Complete Guide & Best Practices


Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies.

2022 83

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.

Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

Education Services Group

The Reason. The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose.

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More Trending

Instagram DMs: A Channel Customers Love


Trust us. You don't want to overlook Instagram. If your brand is wondering whether they should turn on Instagram DMs via Khoros , first ask yourself, "Are your customers using Instagram?".

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Emotional Quality Of Experiences: The 2022 CX Index Bright Spot

Forrester Digital Transformation

The pandemic thrust consumers and technology into the forefront, exposing a long-standing tension between the two.

2022 56

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.

2022 62

What is a Key Differentiator of Conversational AI?


You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

2022 62

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!

Building Customer Rapport Is Essential To Retain Customers

Call Experts

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. .

2022 66

How MNOs Can Win the Game of Phones


I’m a huge fan of the HBO series Game of Thrones. I faithfully watched every episode of every season. Throughout each season, Sunday night was a much-anticipated respite for me, as I dove into the lives of enthralling characters who were beautifully written, carefully casted and artfully portrayed.

2022 82

Three Ideas To Make Your Messaging A Hit With Buyers

Forrester Digital Transformation

Enticing plot, captivating characters, and spellbinding world-building are all examples of what may come to mind when thinking about what we love most in a good television show.

2022 83

5 Top Customer Service Articles of the Week 6-27-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Create an Inviting Customer Experience by Andie Burjek.

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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.

Will a Four-Day Workweek Boost EX & CX?

Heart of the Customer

Conventional wisdom holds that a great employee experience promotes a great customer experience.

2022 78

Continuous Speech Recognition Testing


This article was originally published on Botium’s blog on February 23, 2022, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium.

2022 67

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.

2022 52

Value Is In The Eye Of The Beholder — When It Comes To Tech’s Business Value

Forrester Digital Transformation

There’s more to ensuring that technology enables business value than meets the eye. There is no single value proposition to communicating the value of technology to stakeholders. Each stakeholder perceives value differently. Value is in the eye of the beholder.

2022 81

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.

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.

2022 52

Five Things Utility Customers Care About Apart From Price 

CSM Magazine

The UK energy sector is hitting crisis point right now. We have already seen big names going out of business. Customers are enduring the pain of unprecedented price rises.And there is more to come this autumn when the Ofgem price cap will increase again.

2022 52

Episode #23 – Solving Employee Retention With An On Fire Culture

Russel Lolacher

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem.

2022 52

Irrefutable Evidence: Great CX Brands Outperform Competitors & Stock Market Significantly, in Any Economy

The DiJulius Group

How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co.,

2022 52

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!

Picking An Agency To Maximize The Value Of Your First-Party Data

Forrester Digital Transformation

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

2022 63

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.

2022 55

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.

2022 80

Competitive Intelligence Advantages

Ann Michaels and Associates

When a client calls us looking to do a competitive mystery shopping project , most of the time their focus is on pricing. Once we get into the project however, they tend to learn much more about their competitors than they originally thought. Sales Prevention.

2022 52

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.