Trending Articles

5 strategies for managing customer expectations


A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

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Poor Change Management Kills CRM Success — Here Is How To Get It Right

Forrester Digital Transformation

Ready to give up on your CRM deployment? Before you do, you should know: CRM is a huge market. It is valued at $63.91 billion today and projected to grow to $145.79 billion by 2029, at a CAGR of 12.5%. Eighty-two percent of enterprises use CRM.

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3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason.

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Your guide to customer engagement software


You have the perfect product idea—one that customers will love—and the research about who your customers are. But just having the ideal product isn’t enough; you need to engage customers in a way that makes sense to them. Customer engagement software is useful… if you know how to use it with.….

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them


Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry.

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More Trending

5 Ways Retail Banks Can Leverage Customer Data Effectively

InMoment XI

Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience.

10 Unwritten Outbound Call Etiquettes and Best Practices

Magellan Solutions

Outbound Call Proper Etiquettes, Best Practices and More! Want to expand your customer reach ? An outbound call is a brilliant approach for firms to connect with their target audience, develop loyalty, or anticipate and meet possible client demands. Phone etiquette is one of the most crucial components of the customer experience. The phone etiquette of your representatives could be crucial for outbound call, customer retention, and engagement.

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Product Feedback: 4 Steps to Improve Your Products

Zonka Feedback

“ Perfection is not attainable, but if we chase perfection, we catch excellence. ” - Vince Lombardi. The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe.

2022 64

What’s On the Minds of Today’s Top CX Experts?

Blue Ocean

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Flexible Research for More Flexible Insights

dscout People Nerds

How Hinge Health’s UXR team uses a mixed-methods practice to both engage stakeholders and adapt to an evolving—and ever critical—healthcare space

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Why homegrown tools won’t cut it for scaling customer success programs


Over the past 15 years, we have seen dramatic—even seismic—changes in technology. Whether it’s opening a bank account from the comfort of your couch, navigating an unfamiliar city, or building new relationships, we’re increasingly turning to technology to solve challenges in our personal lives.

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Connect Customer Service Success with Customer Experience Excellence

Experience Investigators

Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success.

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How to Celebrate Customer Service Week 2022 (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

2022 72

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

3 Tips to Improve Internal Customer Service Through Technology


In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy.

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Guest Post: How To Get Customer Service, Sales & Marketing Teams On The Same Page

Shep Hyken

This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync.

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Being Prepared For Your Career Transitions with Maureen McCann

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Executive Career Strategist Maureen McCann on taking the right steps for your career transition.

2022 69

Qualtrics Announces New Real-time Contact Center Solutions to Make Agents More Productive

CSM Magazine

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers.

2022 52

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

Doctor reputation management: Get more reviews and patients


Choosing a healthcare provider requires a lot of trust from a patient. Nowadays, patients can turn to online reviews when trying to find the right doctor for them. That’s why doctor reputation management is an important part of bringing in more patients to your practice.

2022 59

Clean Up Your Martech And Loyalty Tech Ecosystem

Forrester Digital Transformation

We all know that there is a big difference between working hard and working smart. And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience.

2022 52

Amazing Business Radio: Gregorio Uglioni

Shep Hyken

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4).

2022 52

National Customer Service Week 2022!

Myra Golden Media

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week!

2022 62

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Verint Consumer Research Reveals Crucial Customer Experience Needs in the Banking Sector

CSM Magazine

Across the globe, banks continue to face new challenges. The need to keep customers feeling supported and happy while ensuring they remain loyal remains a constant and critical goal for the banking sector.

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Join us on our Roadshow!


We are hitting the road for three days of interactive sessions with conversational AI experts, good food, and some friendly competition at Topgolf this Fall! customer experience events Botium chatbot testing conversational AI

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Two types of KPIs

Customer Enthusiast

When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your industry and job function. If you work in a hotel, you may be thinking about KPIs such as occupancy, average daily rate, and revenue per available room.

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Are you Ready to Discuss Justification for a Price Increase With Customers?

Integrity Solutions

It is no secret that costs are on the rise and that finding justification for a price increase is as easy as looking at everyday purchases.

2022 52

Why the Future Success of Retail Lies in Customer Experience

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.