Six Reasons to Attend XI Forum Sydney 2022

InMoment XI

The best in the industry will be sharing their experience and learnings to help you ELEVATE your CX program in 2022 and beyond. We are just one week away from the XI Forum Sydney on June 1st!

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

InMoment XI

The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! About the 2022 Experience Trends Report. Want to read more about the trends impacting the employee and customer in 2022?

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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022


Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction.

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2022 EX Trends: The Top 2 Things Employees Must Have in Their Next Job

InMoment XI

There’s a lot to unpack with The Great Resignation, but one of the core truths playing out here is that many employees aren’t getting what they’re looking for from their employers in 2022. The 2022 Employee Landscape.

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2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

How 3 CX Trends Compare from North America to Asia-Pacific in 2022

InMoment XI

Both APAC and NA regions match with 55% of consumers being somewhat or extremely likely to use influencer codes in 2022. Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions.

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5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience

Customer Bliss

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond).

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5 Steps to Building an Effective Customer Survey in 2022


Only one in 26 customers are likely to complain about the product or service issues they are facing on their own. The rest will gradually become unhappy and leave your company without you ever getting a chance to learn what went wrong or how you could address the issue. Customer Experience

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The Complete Guide to CSAT: Definition, Calculation & 2022 Benchmarks


Retently 2022 CSAT Benchmarks. The post The Complete Guide to CSAT: Definition, Calculation & 2022 Benchmarks appeared first on Retently.

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2022 Product Roadmap


In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. Have you seen what Totango is working on?

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Discovering Successful Scripting for Your Contact Center

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.

3 Takeaways from Field Service USA 2022


I was curious to learn what had changed from then to April 2022. Top 3 Ideas that Punctuated April’s FSUSA 2022 Event.

2022 109

Reputation Unveils 2022 Property Management Report Findings and Rankings

CSM Magazine

Reputation , the global leader in reputation experience management (RXM), today announced findings from its 2022 Property Management Reputation Report , which analyzed nearly 600,000 reviews of over 80,000 multifamily residential properties.

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9 Best Customer Success Communities in 2022


Here’s our guide to the top customer success communities in 2022 and what they have to offer. Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. Nine Best Customer Success Communities in 2022.

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4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program

InMoment XI

When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest?

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

The Leading Call Center Technologies to Watch For in 2022


5 Innovative Call Center Technologies in 2022. As 2022 gets underway, new technologies are emerging that are helping call centers boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment.

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The ultimate guide to customer service


The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience. Guides

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Activate ‘22: A Lesson From Cryptocurrency: CX in New Markets


Alida Activate 2022Customer experience (CX) development can sometimes seem like you’re doing all the same things as everyone else, just walking in the footsteps of all the brands that came before.

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Retail In 2022 — Highlights From The US CX Index

Forrester Digital Transformation

Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

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Four keys to customer experience success in 2022


CX trends and priorities to leverage to deliver results in the new era of customer experience. Articles

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3 Observations From Field Service Medical 2022


Key Insights from Field Service Medical 2022. The post 3 Observations From Field Service Medical 2022 appeared first on TechSee.

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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.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Six Best Customer Engagement Platform Tools for Onboarding in 2022


The post Six Best Customer Engagement Platform Tools for Onboarding in 2022 appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business.

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Choosing your Customer Communication Channels in 2022


Choosing your Customer Communication Channels in 2022. j.shah-thiel. Tue, 07/26/2022 - 16:40. Introduction. Thirty years ago, customer communications were relatively straightforward.

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3 Tips for Insurance CX Programs Looking to Collect Valuable CX Data

InMoment XI

In our 2022 Experience Trends Report we discovered that Gen Z customers and employees in the U.S. Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences.

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18 Best Culture Amp Alternatives in 2022


Top 18 Culture Amp alternatives to try in 2022. The post 18 Best Culture Amp Alternatives in 2022 appeared first on SurveySparrow. Tried Culture Amp and want to see what else is out there? We can help!

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How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.

5 Ways to Leverage Net Promoter Score to Boost Customer Retention

InMoment XI

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too.

12 Predictions for Customer Service Trends in 2022

Help Scout

Here are our predictions for customer service trends in 2022. The new year brings new opportunities to create the customer experiences we all want to deliver. Read the full article

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5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience)

InMoment XI

Here’s what they told us: One of three emerging Gen Z customers had used a social influencer code in 2021 One of three emerging Gen Z customers were planning to use a code in 2022. You can also read more from our 2022 Experience Trends Report here!

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3 Highlights from Customer Experience Experts at the XI Forum Singapore

InMoment XI

This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember.

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.