Wed.Oct 20, 2021

Old School Ideas Can Have Big Impact?

Shep Hyken

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.

2021 102

Interview with Pierre Leurquin, Digital, Data & E-Commerce Director at Christofle

GetFeedback

Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience. Customer Stories

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Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

2021 94

Visit Sea Sat, the Customer Service Restaurant

Help Scout

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? Read the full article

2021 97

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!

Three Pillars That Support a Successful Product-Led Go-to-Market Strategy

Gainsight

Leading a go-to-market strategy can feel like a hailstorm. You’re getting drilled with feedback and opinions. A barrage of goals is peppering you from every direction. And all the while, the pressure of launching a successful go-to-market strategy is forming all around.

2021 82

More Trending

Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

2021 71

Managing Health Insurance CX During "Crunch Times" and Year Round

Cyara

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season.

How to Manage Three Types of Quotas for Even Responses

SurveyGizmo

By Mike Cordeiro. It’s common for even sophisticated market researchers to begin a project before deciphering who specifically needs to answer your questions to provide the best results. Especially when you’re looking at separate groups who evenly hold a stake in the questions being asked.

2021 74

Are You Creating A More Hybridized Team Mindset?

One Millimeter Mindset

Your workplaces are more hybridized. And your hybridized workplaces call for a more hybridized team mindset to create tomorrow’s successful business outcomes. Things in the workplace feel out of synch, don’t they? Some professionals to continue working virtually.

2021 80

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.

Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

2021 62

Oct 20 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Hire and train a world-class team of customer success managers.

Use SMS payments to get paid faster – every time.

BirdEye

Girl Scouts of America might be over 100-years old but they are more progressive than many businesses when it comes to getting paid faster! Adapting to the demands of consumers, scouts selling girl scout cookies are equipped to accept SMS payments.

2021 64

What do you do when a customer threatens self-harm?

Myra Golden Media

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.

2021 62

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.

Employee Experience Management: The What, Why, and How

SurveySparrow

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience.

Most Common Pitfalls When Taking Action on CX Data

Feedbackly

As a customer-centric business, you would already know that data is the way to enhance customer experience. But, if the actions you implemented based. Insight analyze automation breaking silos collect customer experience cx cx data Notifications security take action webinar

2021 80

How To Reduce Customer Acquisition Cost?

SurveySparrow

It is never easy for companies to get new leads and customers consistently. Each and every day, they have to use their resources in a strategic way to gain the most out of it.

2021 52

Join Khoros experts at CMSWire's DXS21 Virtual Summit!

Lithium

Are you ready to realize the full potential of your brand's ROI? Take the next steps on your journey toward a mature digital customer experience practice by joining Khoros experts at CMSWire's upcoming DXS21 Virtual Summit. Dates: Thursday, October 28, 2021, 10:30am-4:30pm EDT.

2021 52

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.

5 Business Automation Ideas To Superior Customer Experience

SurveySparrow

Workplace automation offers almost endless possibilities. It helps companies to stand out in a competitive global marketplace. Financial magazine Forbes claims that automation can save you 40 to 75 % of original costs.

2021 52

SAP MaxAttention Innovation Workshop “SAP HANA Native Storage Extension”, November 30, 2021

SAP Customer Experience

Virtual November 30 Agenda Dear Valued Customer, We are pleased to invite you to the SAP MaxAttention Innovation Workshop focusing on SAP HANA native storage extension taking place virtually on November 30, 2021. Please find the current agenda for the workshop here.

2021 68

Estée Lauder Strengthens Customer Experience Across Brands

Smith+co CX

In February 2015 the UK arm of global luxury cosmetics giant, Estée Lauder, began work on strengthening the customer experience across its brands. Partnering with Smith+Co, leading brands such as Clinique and MAC set out.

2015 36

The costs of marginal thinking in customer experience

Beyond the Arc

CX has come a long way, the hard way. Long ago, companies dictated their customer experience. They devised a marketing strategy and told the public what to like, what to buy, even how they should feel about it. And most of us bought it.

2021 52

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!

B2B Customer Experience Excellence Pays Off For eNett

Smith+co CX

eNett are a fast growing global financial technology company, specialising in B2B payments in the travel sector. Working with some of the world's largest travel agents, including Booking.com, they provide an efficient and cost effective.

Ecommerce vs. brick-and-mortar: Unlocking retail success in 2022

1 to 1

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022.

2026 26

Corona Energy Re-energises The Customer Experience for B2B Markets

Smith+co CX

Corona Energy had already defined their purpose – Helping our customers’ business to thrive. What they needed was to deliver this through their people and the customer experience.

CEM 36

If You’re Not Recovering Defective Parts You’re Missing Opportunities

Middlesex Consulting

From the article Your company’s end-to-end spare parts process probably grew without much planning and oversight. Over time the original process was slowly improved, but top-down upgrades were never implemented.

2021 78

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!