Comm100
FEBRUARY 19, 2021
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’.
Kerry Bodine
FEBRUARY 6, 2021
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?)
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
FEBRUARY 9, 2021
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.
GetFeedback
FEBRUARY 19, 2021
The ultimate guide for using VoC surveys to improve the customer experience. Guides
Advertisement
Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
ShepHyken
FEBRUARY 1, 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.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Steve DiGioia
FEBRUARY 15, 2021
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.
The DiJulius Group
FEBRUARY 24, 2021
Experience Investigators by 360Connext
FEBRUARY 23, 2021
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.
GetFeedback
FEBRUARY 21, 2021
From customer service to customer satisfaction and loyalty, here are 14 quotes to motivate you to deliver a great experience. Guides
Advertisement
Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.
ShepHyken
FEBRUARY 24, 2021
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.
Heart of the Customer
FEBRUARY 5, 2021
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.
Daniel Group
FEBRUARY 5, 2021
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.
SurveyGizmo
FEBRUARY 4, 2021
Loyalty and retention are not the same, but they are definitely related.
Advertisement
Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
.png)
eglobalis
FEBRUARY 20, 2021
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.
GetFeedback
FEBRUARY 10, 2021
From customer service to customer satisfaction and loyalty, here are 20 quotes to motivate you to deliver a great customer service experience. Articles
ShepHyken
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.
BirdEye
FEBRUARY 12, 2021
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.
Advertisement
When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.
Beyond Philosophy
FEBRUARY 6, 2021
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?
Russel Lolacher
FEBRUARY 23, 2021
Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees.
GetFeedback
FEBRUARY 21, 2021
Everything you need to know about the customer service experience and how to optimize it. Articles
Advertisement
Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
ShepHyken
FEBRUARY 3, 2021
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.
Totango
FEBRUARY 2, 2021
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.
ChurnZero
FEBRUARY 9, 2021
. 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.
Beyond Philosophy
FEBRUARY 13, 2021
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.
Advertisement
Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!
Expert insights. Personalized for you.
133 
Let's personalize your content