Thu.Sep 29, 2022

5 Ways Retail Banks Can Leverage Customer Data Effectively

InMoment XI

Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience.

Posters on the Walls

Shep Hyken

I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life.

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Call Scripting: Definition, Tips, and Examples

Customer Experience Update Submitted Articles

Call scripts are used in a variety of industries to provide customer service with efficiency and accuracy. This article explains why call center scripts are useful and how to develop your own. Customer Experience Calling

Flexible Research for More Flexible Insights

dscout People Nerds

How Hinge Health’s UXR team uses a mixed-methods practice to both engage stakeholders and adapt to an evolving—and ever critical—healthcare space

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Two types of KPIs

Customer Enthusiast

When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your industry and job function. If you work in a hotel, you may be thinking about KPIs such as occupancy, average daily rate, and revenue per available room.

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10 Customer Service Metrics You Should Be Measuring

Zonka Feedback

How good is your Customer Service? Is your data telling you that it’s good or is it your Customer Service Team or is it the customers themself? Customer Service has changed a lot in the past 15 years.

How to Be More Customer Focused

CSM Magazine

Being customer focused is all about making sure your relationships revolve around your clients and lead to their satisfaction. Many shoppers who have negative experiences want to switch to another organization that has better service, and when word gets out, this can be detrimental to your company.

Create a Yellow Pages free listing to get more customers


If you’re like most business owners, you’re always looking for new ways to bring in more customers. However, when most people think of the Yellow Pages, they think of a phone book. Now, the Yellow Pages is a valuable online resource for businesses of all sizes.

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Energy Providers Inundated with Customer Calls Due to Price Hikes, Infinity Data Reveals

CSM Magazine

Infinity , the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

US Consumer Privacy Attitudes In 2022

Forrester Digital Transformation

Collecting data without infringing on consumers’ privacy and ultimately sacrificing their loyalty and trust is a new marketing imperative. Marketers must avoid regulatory fines and reputational damages and lead the conversation on consumer privacy.

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KM2 Solutions Expands Caribbean Operations

CSM Magazine

Anticipates an additional 1,500 new jobs on the heels of major new business wins. KM 2 Solutions , a leader in nearshore business process outsourcing with contact centers across the Caribbean and Latin America, is pleased to announce further expansion to its Caribbean operations.

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Must-Run Research Prior to a Recession

2020 Research

In a recession, numerous economic factors are at play. Gross domestic product (GDP) and wages stagnate, reflecting lower economic output and dwindling operating margins. Inflation erodes the value of currencies, impacting purchasing power and disposable incomes.

2020 52

Free Webinar: Great Customer Service for Heat Networks

CSM Magazine

#NCSW2022 Webinar: Great Customer Service for Heat Networks – What Does It Look Like and How Do We Achieve It? Join us on 6 th October 2022 for a discussion on how customer service for heat networks compares to the wider industry, what it should look like and how it can be achieved.

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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

6 Effective Ways to Reduce High Call Volume in Your Call Center (2022)


A call center experiencing higher than average call volume is stressful. Think about it: endless phone ringing, long call queues, frustrated customers, and anxious staff. All this is enough to cause call agent demotivation, high error margins, and low customer satisfaction.

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Daily Themes for National Customer Service Week 2022

CSM Magazine

Bianca Angelico, Chief DayMaker, On Verve. Bianca Angelico shares five daily themes that guest services firm On Verve are following to celebrate National Customer Service Week (3-7 October 2022). Monday: The Human-Tech interface.

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Why is Time to Value (TTV) a key metric for your SaaS product?


The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. A variety of options are accessible to customers today in this cutthroat industry.

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How to Start a Customer Support Business?

CSM Magazine

When a person decides to start his own customer support business, he faces many questions. Is there any chance of success? What is a business plan and how to write one? The customer support business is one of the best ideas for making money in today’s business realities.

2022 52

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Hospitality Brands: Facing the Pressure with Digital Solutions


Everyone has had those horrid travel days. Everything seems to go wrong. You forget your passport, your wallet, or worse still, you forget your headphones. Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation.

Track CX metrics from your home screen with iOS Widgets


This just in: the newest update to the Delighted iOS app allows users to add Widgets to their home screen or Today view. As the first and only CX survey platform to offer iOS Widgets, Delighted Widgets makes your CX metrics more accessible than ever before.

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Upcoming Compelling Conversations: Pioneering Digital Hybrid Research – Lessons for the New Frontier

2020 Research

October 27, 2 p.m. ET / 11 a.m. The rapid increase in automated quantitative and qualitative research technologies in the past decade transformed the insights process forever.

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The State Of Future Fit, 2022: Three Adaptive Behaviors Predict Maturity

Forrester Digital Transformation

"The State Of Future Fit Technology Strategy, 2022" identifies the three adaptive behaviors that future fit organizations emphasize. CIO insights Information Technology technology-driven innovation

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Effective Strategies for Landing a Job in a New Place

CSM Magazine

The ultimate aim of the job search frequently appears like the most difficult part of the process, whether you are looking for a new career or returning to work after a break.

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Retailers In A Tough Spot After Major Sales Events Announcements

Forrester Digital Transformation

Wise retailers will be highly detail-oriented in their holiday strategies, especially given the macro-level conditions across many global markets. B2C Marketing digital business holiday Retail Trends

Outlining your Digital Customer Success journey


In an age of business efficiency and where Durable Growth reigns supreme, being able to scale with your existing resources is not only ideal but expected. The same expectations apply to Customer Success teams.

2022 52

Introducing The 2022 End-Of-Year Holidays Blog Prep Series

Forrester Digital Transformation

Holiday planning is already well underway, and now it’s all about executing on marketing plans, site adjustments, and other finishing touches online and in-store. Read our insights to help you prep for the 2022 season! Age of the Customer B2C Marketing digital business holiday Retail Retail Trends

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How to Address the Needs of the Next Generation of e-Commerce Customers

Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert

Join Jenn VandeZande, Beth Scott, Nikki Grigsby and Levana Wang for this insightful and topical conversation on the modernization of e-commerce tech.