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What Are Customer Touchpoints?

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Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

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How to provide the best customer service and support during this unprecedented holiday season. Guides

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How to Deliver a Seamless Customer Experience in the New Normal

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How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides

2020 428

Customer experience in 2021: Which trends are here to stay, according to top CX leaders

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COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

2021 371

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

CX Leader Roundtable wrap-up

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During the latest CX Leader Roundtable, we explored the connection between employee experience (EX) and customer experience (CX). Articles

2021 195

5 customer experience trends to watch for in 2021

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How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides

2021 355

What is a Voice of the Customer survey?

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The ultimate guide for using VoC surveys to improve the customer experience. Guides

2021 329

How to Bridge the Gap for CX Across the Organization

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Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments. Guides

2020 400

Interview with CX Ambassador Matthew Phillip

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Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles

2020 364

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

5 Ways to Reimagine Customer Experience in the Time of COVID-19

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A look into the new-normal customer and how to meet their evolving expectations. Articles

2020 371

Customer loyalty survey questions

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20 essential customer loyalty survey questions and surveying best practices. Guides

Prove The ROI of Customer Experience (WITH ACTUAL MATH!)

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Simplified CX YouTube series episode on how to prove the ROI of your CX program. Videos

ROI 370

The Right Survey to Measure Each Touchpoint of the Customer Journey

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To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. .

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.

Customers say the darndest things

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Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars

2021 312

Adapt your CX strategy in 2021 using people, process, and technology

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Simplifying CX YouTube series video highlighting tips for building your 2021 customer experience strategy. Videos

2021 312

Bridging the Gap Between Product and CX

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Three ways for CX and Product teams to work better together in optimizing the customer experience. Articles

2020 353

Interview With CX Ambassador Corrina Owens

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Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space. Articles

2020 356

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Bridging the Gap Between Marketing and CX

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Nine ways for CX and Marketing teams to work better together in optimizing the customer experience. Articles

2020 341

14 motivational customer satisfaction quotes

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From customer service to customer satisfaction and loyalty, here are 14 quotes to motivate you to deliver a great experience. Guides

5 Strategies to Improve Customer Retention With Social Media

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Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers.

The Pandemic’s Impact on the State of Online Shopping Worldwide

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This report examines how COVID-19 has affected the ecommerce industry and the customer experience space. Reports

2020 329

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!

How to Build a Multi-Skilled CX Team

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The top 9 skill sets you need in your core customer experience team in order to succeed. Articles

2020 357

Mylo drives positive customer experience with GetFeedback

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Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo. Customer Stories

2020 292

23 customer service tips to provide great experiences

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Top tips to provide better service that’ll benefit your business and your customers. Guides

2021 286

What is Customer Experience Management?

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How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

The Catalogue of Customer Experience Metrics

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The most popular CX metrics catalogued by purpose and best use case. Guides

6 Ways to Provide Meaningful CX During a Global Crisis

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How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

2020 354

How to Improve Your Customer Satisfaction Score (CSAT) Score

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Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).

Interview with CX Ambassador Mike Cancel about Pandora's customer experience program

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We talk with Mike Cancel, user support operations manager at Pandora—the largest streaming music provider in the US—about his career in the customer experience space. Articles

2021 253

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.