Tue.Oct 12, 2021

Build Better Customer Relationships With New Targeted Messages

Help Scout

We’re excited to announce major updates to our Messages product. Learn how to deliver proactive support with Help Scout's targeted messages. Read the full article

2021 59

Rybbon SurveySparrow Integration For Customer Reward Programs


Who wouldn’t love rewards? As the world of businesses has wholly transformed into digital, it’s never been so critical to startle the most valuable ones with rewards and recognition at every stage of their experience journey.


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Trending Sources

CX University’s (CXU) Program is Congruent with CXPA’s new Definition of Domains of Knowledge, Skills, Abilities

CX University

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards


Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers.

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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.

How to Improve First Call Resolution for Improved Customer Service

Advantage Communications

The chances are good that you’re investing in marketing and advertising efforts to bring customers through your doors, but are you putting the same effort into improving your customer service program ? Customer Service Trends

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More Trending

Localz Appoint ex-Verizon Connect MP as its New VP Of Sales EMEA

CSM Magazine

Localz , leading experts in last mile customer engagement, location and messaging technology, has today announced a newly appointed Vice President of Sales EMEA, Gary Rosier-Taylor.

2021 52

10 Tips for CSMs to Develop Active Listening Skills


As a CSM, you spend countless hours in customer meetings, communicating with customer contacts, and engaging with internal and external resources. There is no doubt that one of the most critical required skills for any CSM is to be a good communicator.

2021 56

Amazing Business Radio: Jenn Lim

Shep Hyken

Beyond Happiness. How Authentic Leaders Lead with Happiness and Humanity. Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happiness: How Authentic Leaders Prioritize Purpose and People for Growth and Impact.

2021 57

PCI Pal Announces Amazon Connect Integration and AWS Marketplace Availability

CSM Magazine

Amazon Connect users across the globe can now leverage PCI Pal’s secure payments solutions for additional payment security and compliance options.

2021 52

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!

Seven Things Utilities Can Do to Help Community Institutions


A complex decision-making environment and layers of stakeholders make municipalities, universities, schools, and hospitals, abbreviated as MUSH, challenging to engage.

Pulse for Product 2021: Meet the Drivers on the Road to Product Led Growth


Get in, everyone. Gainsight is taking you on a road trip! It will be the product adventure of a lifetime. We are gearing up to support you in accelerating your product strategies and provide the tools you’ll need to level up your career in product.

2021 52

Loyalty partners: co-creating customer value

Currency Alliance

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program.

7 Majestic Steps to Run an Effective Customer Experience Team Meeting


As a core leadership group working for a SaaS-based product company, running an effective customer experience team meeting is imperative. Customer experience is one of the vital components for the success of any organization. And, it is especially important for a SaaS-based company.

2021 52

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

CX Leader of the Year finalists announced next week


Loyalty CX Leader of the Year finalists revealed next week

Free Webinar: Spotting Opportunities From Positive And Negative Feedback


One of the biggest questions regarding the collection of customer feedback is: How can you make customer feedback work for your business? At the. Insight analyze collect customer experience customer feedback cx loyalty negative feedback positive feedback reduce churn sales take action webinar

CX Leader of the Year finalists announced tomorrow


Loyalty CX Leader of the Year finalists revealed tomorrow

Don’t Rely on Guesswork and Assumptions to Understand Contact Center Conversations


Imagine you walk into a room or join a Zoom call late and two people are already in the middle of a conversation. While you can easily understand the words they are speaking, you don’t have any context to help you figure out the meaning of what they are saying. You don’t know anything about what or how much has already been said.

2021 40

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Top 10: YOU (your company) are CAUSING churn… are you doing any of these 10 things?

Waypoint Group

I don’t mean to be negative but I suspect you (and your colleagues) are guilty of driving churn. How many of these things are your company doing? Are you single-threading (i.e. generally working with one primary point of contact) in an account? And then, when that person (inevitably) changes jobs you’re scrambling… yes? Are you ignoring feedback by not closing the loop with what your customers are telling you in your NPS surveys?

2021 40

Why not? Turn utility customers into fans!

SAP Customer Experience

A colleague that I know for a long time, Jürgen Kuhmann, expert in Customer Experience for Utilities, made me aware of a session he recently recorded: [link] The name of the session sparked my interest: “Turn your customers into fans – Is it doable by a utility company?” The first. Utilities c4u cx Business Trends Customer Experience

2021 41

Stop Calling it a Labor Shortage—It is a Turnover Crisis

The DiJulius Group

The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article.

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The Recipe For Holiday Success: A Heaping Helping Of Confidence

Forrester's Customer Insights

It’s the second holiday season of the COVID-19 pandemic. And, like last year, your prospects and customers want confidence, not questions, when using apps and websites. Learn how to provide that confidence. Age of the Customer B2C Marketing customer experience digital business holiday Retail Trends

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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!

Comment Orange améliore en continu l’expérience client grâce au feedback


Découvrez à travers deux cas d’usage comment Orange s'appuie sur le feedback pour mesurer la satisfaction client, détecter les frictions, optimiser les AB tests et faire évoluer les parcours utilisateurs pour répondre pleinement aux besoins clients. Articles

2021 39

APAC Countries Look To Strengthen Sustainable Finance Regulations

Forrester's Customer Insights

In APAC, vast political, economic, and social differences among countries pose an impact on sustainable finance regulations. Even for ESG factors that are easiest to measure and compare — carbon emission, for example — there are still no common goals in the region.

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Le feedback client, pilier de l'accélération digitale d'Intermarché


Découvrez comment Intermarché s'est saisi de la solution GetFeedback pour accélérer son développement digital et être plus customer-centric. Articles

Marketers, Stop Being Part Of The Facebook, Inc. Problem — Start Being The Solution

Forrester's Customer Insights

Facebook, Inc. is in the hot seat again due to a recent The Wall Street Journal “Facebook Files” exposé and 60 Minutes whistleblower interview. As we’ve said again and again, a singular event won’t be enough to bring down the social media behemoth.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!