February, 2021

Here’s why the experts think empathy is the key to customer experience


Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

2021 105

Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?

Kerry Bodine

I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?)

2021 89

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Is Customer Experience Worth It? And Much How Should You Invest?

Experience Investigators by 360Connext

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for.

2021 144

What is a Voice of the Customer survey?


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

2021 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!

What 3G Sunsetting Means for Home Security Firms


3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G.

2021 109

More Trending

Audit How You Stack up to the 6 Components of a Customer’s Experience

The DiJulius Group

2021 114

Learn From West Elm’s Missed Opportunity

Heart of the Customer

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience.

2021 130

Communicating CX: 12 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February.

2021 144

14 motivational customer satisfaction quotes


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

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!

7 signs you are stuck in customer experience survival mode


Find your way back to best practices. Over the past year, most customer-obsessed organizations were forced to accelerate their digital transformation efforts to meet the demands of the global pandemic.

2021 110

Reducing Friction Makes You Money


Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles.

2021 112

Five fundamentals to re design AI transformative experience as competitive advantage


Customer Experience Five fundamentals to re design AI transformative experience as competitive advantage. The post Five fundamentals to re design AI transformative experience as competitive advantage appeared first on Eglobalis.

CX Success Stories – Butler Ag Equipment

Daniel Group

Butler Ag Equipment. Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers.

2021 89

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

How AR Enables the 4 Key Field Service Trends of 2021


In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency.

2021 109

What Can the Mandalorian Teach You About Your Customer Service?

Steve DiGioia

The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service.

2021 104

Loyalty and Retention Are Not Synonyms


Loyalty and retention are not the same, but they are definitely related.

5 Top Customer Service Articles For the Week of February 22, 2021


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Carole McCluskey: Create Memories That Count by SMG Events.

2021 106

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

Birdeye wins five G2 2021 Best Software Awards


We’re well into 2021 and while a new year brings lots of change, some things remain the same. After winning multiple awards in January, Birdeye continues to be the most-awarded and highest-rated reputation management software for businesses of any size. . G2 2021 Best Software Awards.

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Is This One of the Most Important New Jobs in Business Today?

Beyond Philosophy

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why?

2021 154

Build vs Buy: 8 Reasons to Buy your Remote Visual Assistance Solution


Build vs. Buy. The epic question faced by IT leadership everywhere.

2021 109

32 Ways to See if You Can…

Steve DiGioia

2021 98

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!

Top LinkedIn Learning Courses for Customer Success


. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year.

2021 83

The Problem Isn’t the Employee, It’s the System


Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss.

2021 112

The ultimate NRF 2021 recap


5 key themes from retail’s virtual “Big Show”. Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event.

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Customer Success Plans Promote Client Satisfaction


Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well.

2021 105

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.