Tue.Oct 19, 2021

How to Optimize Your Survey with SMS & Video Feedback


The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE!

A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment

InMoment XI

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand.

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How to Reduce Returns: 8 Tried & True Tactics


Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.

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A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment

InMoment XI

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand.

2021 260

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!

27 Helpful Customer Support Tools and Resources

Help Scout

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article

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More Trending

Technology is only the first step. Here are 5 secrets to building a customer-centric organization

NICE inContact

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach.

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3 Commonly Neglected Micromoments in Your Customer’s Journey

Experience Investigators

“Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. .

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Customer Experience: Your Superhighway To Business Success

Kerry Bodine

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them.

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Patient Engagement vs Patient Experience

Zonka Feedback

Words like patient experience and patient engagement may have been casually flung around and even used interchangeably in the healthcare industry. But it is now more important than ever to know what they mean.

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.

Looking to improve customer experience? Sell more!

Customer Enthusiast

Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC.

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Rethinking the Quarterly Business Review (QBR)


Rethinking the Quarterly Business Review (QBR). A relic from the days of old-school account management, the quarterly business review (QBR) is a classic — although not timeless — practice. In today’s always-connected, data-enriched landscape, the QBR feels misplaced, and even ineffective.

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7 Proven Ways to Manage Contact Center Agent Staffing Shortages


If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4%

Amazing Business Radio: Noa Danon

Shep Hyken

Creating Personalized Experiences at Scale. Personalization and Creativity in Customer Experience. Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience leading Product and User Experience teams.

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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 EX Design?


What is the first thought that strikes you upon hearing the term ‘workplace’? Did your mind take you straight to images of desks, chairs, cabins, coffee machines, and water coolers? Pinch* *Pinch*. Now, now, don’t leave those chairs empty.

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Call Center Staffing: How Many Agents Do You Need?

Stella Connect

Fast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic number of agents you need to meet demand and service customers effectively ? Consider what could occur if you have too many or too few agents.

Oct 19 – Customer Success Jobs


Role: Sr. Director, Customer Success Location: Remote, United States Organization: Matterport As a Sr.

What can we learn from Walmart's customer experience evolution?


Engagement What can we learn from Walmart's CX evolution

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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.

Breaking Down Customer Churn Reasons (Quadrant of Churn)


While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn.

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Start From the Top to Create a Customer-First Mindset


The customer experience. We all know its importance. Without happy customers, our businesses would fail. And our customers won’t be happy without a good customer experience.

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5 Steps to Secure the Right Budget for a Well-Resourced Customer Success Team


The value of customer success cannot be overstated. A highly focused, strategic, and well-supported Customer Success team can affect everything from your product to Net Revenue Retention (NRR).

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What’s New in eGain 21

eGain Blogs

Gartner and Forrester consistently rate our solution #1 in knowledge-powered customer engagement. With eGain 21, we have raised the bar yet again!

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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!

Meet our 2021 XM Partner Award winners


Since its inception in March 2018, the Qualtrics Partner Network (QPN) has provided organizations with access to best-in-class experience management consulting, technology, and services.

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Tune Order Management NOW To Create Stellar Customer Experiences This Holiday Season

Forrester's Customer Insights

Speed, Options, And Transparency Should Guide Holiday-Season Planning Retailers, get ahead of the holiday-season chaos and prepare your order management processes.

Creating a Renewal and Forecasting model that ensures customer success


The key activity that is important to good execution of customer success is the renewal process obviously. And this goes without saying that whether it is the customer success team that’s managing it or another part of your organization, it is very critical.

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The Creative INSIDE of SAP: Creative Insights Help The Best-Run Businesses, Run Better

SAP Customer Experience

The last few years have become an inflection point in the way we engage with customers and the demand for producing on-brand, professional-grade content at scale is now the gold standard. As we continue to push forward in the months ahead, fulfilling all these content needs will require a whirlwind.

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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!