August, 2021

23 CX statistics shaping the new reality

MyCustomer Experience

2Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve. 6th Sep 2021. By John Aves Chief Executive

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The True Cost of Employee Disengagement in the New Normal


Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today.

2021 83

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Trending Sources

The Year of CX Data Shifts Into Overdrive

Heart of the Customer

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected.

2021 98

What is Asynchronous Messaging in Customer Service?

Advantage Communications

Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Streaming Providers Use Voice of Customer (VoC) Insights to Improve CX


There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple. Customer Experience Media & Entertainment

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More Trending

Warranty Cost Management: Guarantee Satisfaction & Profitability


Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty.

2021 174

Personalizing the Customer Experience Is a Competitive Differentiator

Shep Hyken

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more.

2021 114

Don’t Apologize to Customers!

Myra Golden Media

It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things.

2021 116

Driving Software Adoption through Customer Success: 6 Ways to Improve Customer Engagement


Driving software adoption through customer success in the 2020s is a precision business.

2021 99

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

How Insight Communities Improve Customer Experience


Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with. Customer Experience

90% of Companies Have a CXO

The DiJulius Group

In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team.

2021 109

Improved People Skills Take You Further Than Jerky Behavior | #Leadership

Kate Nasser

Do improved people skills really help people? Yes, they really do. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly. Moreover, your poor people skills can drive people away from you.

5 Top Customer Service Articles of the Week 8-9-2021

Shep Hyken

Each week I read many 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.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Are You Prepared for the Great Resignation?

Middlesex Consulting

The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami.

7 Digital Customer Experience Best Practices for Higher Satisfaction


The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention.

2021 98

Integrating CX Can Potentially Increase Your Profit by the Millions


It is a widely accepted fact that a happy customer is a returning customer. Someone who has enjoyed your service (in-store or online), product, and price are more likely to buy from you again and more importantly recommend you to their friends and family.

2021 207

How can you measure customer satisfaction?

ViiBE Blog

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills

Kate Nasser

For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale.

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Guest Post: How Can PR Crisis Management Shape Customer Experiences?

Shep Hyken

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences.

2021 103

Supporting Your Customers by Going the Extra Mile with Enhanced Support

CSM Magazine

Supporting your customers by going the extra mile with enhanced support leads to happy customers and long-term loyalty.

2021 83

The Best Way to Improve Your Company Culture in Challenging Times / A Day in the Life of your Employee / Scott Blanchard Keynoting at the Revolution

The DiJulius Group

The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too.

2021 102

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

What Is Total Experience Management & Why Does Your Business Need It?


CX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product.

2021 208

How to Run an Effective Customer Experience Team Meeting

Experience Investigators

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward.

2021 89

How Success Teams Can Use Voice of Customer to Improve Customer Retention

Zonka Feedback

For every business, customer loyalty is a hard-earned wealth. Loyal customers would not only choose your brand over others every time, but they would also spread good word-of-mouth for your business and become your brand advocates.

Amazing Business Radio: Dan Gingiss

Shep Hyken

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about.

2021 102

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.