Trending Articles

2022 Experience Trends: What Employees & Customers Think About Evolving COVID Safety Measures

InMoment XI

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market.

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Alida and Rybbon Increase Customer Engagement with Digital Incentives


Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base

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From CEO Rob McDougall: Where Have All the People Gone?

Upstream Works

Two years of the COVID-19 pandemic have changed the business landscape in countless ways. Remote working has been significantly accelerated, as have the technologies used to support it.

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ChurnZero’s 10 Customer Success Leaders to Watch in 2022


As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

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AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

People Skills Technique to Be Less Blunt Still Honest | #PeopleSkills #Bluntness

Kate Nasser

Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too!

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More Trending

Don’t Leave Your Customers Stranded

Heart of the Customer

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me.

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Guest Post: Why Do So Many Companies Struggle to Connect with Customers?

Shep Hyken

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. He shares why a neutral experience is just as bad as a negative experience and what can turn a neutral customer experience into an amazing one. Think about your most recent customer experience.

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6 Ideas To Increase Employee Engagement

Doing CX Right

Customer satisfaction is directly linked to employee engagement. Learn & apply best practices to achieve loyalty and retention goals. The post 6 Ideas To Increase Employee Engagement appeared first on Doing CX Right.

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How Customer Service and Marketing Can Work Together To Grow Your Business

CSM Magazine

Statistics show that about 58% of American consumers will switch companies because of poor customer service. There is, therefore, a need for businesses to invest in customer service and marketing techniques to encourage their clients to keep supporting their services and products.

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100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Rating Scale: Definition, Types, Questions & Examples

ProProfs Chat

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. But why? The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So people will not get frustrated when they see your surveys. .

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CX Education for Employees: Why it Matters & How to Develop Your Program

Experience Investigators

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. I like to define Customer Experience as: A mindset.

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Amazing Business Radio: Adrian Brady-Cesana

Shep Hyken

The Four CX Pillars. Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast.

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3 Ways Your Support Software Prevents You From Being Customer-First


To be successful in 2022, it’s vital that you bring customers to the forefront of your B2B business. However, did you know your customer support software is likely holding you back, or outright preventing you from achieving this?

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Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Land your Next Customer Success Manager Job with these 3 Tips


Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start.

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How to Run a Successful RFP: Do’s and Don'ts for Brands and Partners


Marketing technology spending has been on the rise for years. The global pandemic has only accelerated that trend as brands race to deliver more sophisticated customer experiences fueled by digital transformation.

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Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

By now, you have probably heard of the metaverse. If you haven’t, describes the metaverse as a digital universe that users access through virtual reality (VR).

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5 Actionable Tactics for Impeccable Social Customer Service

CSM Magazine

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. Social media has evolved into a whole new world in itself.

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?


The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line.

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Jan 17 – Customer Success Jobs


Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will collaborate cross-functionally with Marketing, Revenue Operations, and Data Science/Analytics teams to own, develop, and execute strategies to increase customer retention and lifetime value at scale.

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6 Ways You Can Drive Proactive Customer Engagement—And Why You Should


Done right, Proactive Customer Engagement makes it easy for customers to engage with your brand, and it improves customer experience in the process.

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5 Top Customer Service Articles of the Week 1-17-2022

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. 7 Customer Service Skills Every Business Needs by Renee Johnson.

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LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Five Trends to Inform Your CX Strategy for 2022

CSM Magazine

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

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Customer Satisfaction Software: Crash Course & Top Features


Customer satisfaction has always been a make-or-break consideration for businesses. Learning from your customers’ experiences gives you direct insight into what you’re doing well and where you can improve to drive more revenue, acquisition, and retention.

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4 Potential CX Themes for 2022 Your Best Year Ever

The DiJulius Group

It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1.

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5 Tips for How to Deal With an Angry Customer


The customer is always right. That’s how the saying goes. That’s also what you might be thinking when trying to figure out how to deal with an angry customer. No matter what industry you’re in, chances are that you’ve crossed paths with an irate customer more than once.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!