December, 2022

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Voice of Customer Examples to Inspire Your CX Strategy

InMoment XI

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like.

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Why is everyone talking about CLV again?

Alida

Focusing on Customer Lifetime Value can boost your long-term revenue and help you navigate a tricky economic environment, but as with every metric, context is key. Customer Experience

2022 200
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Voice of Customer Analytics: What, Why, and How to Do It

Lumoa

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed.

2022 90
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How to Control Calls

Myra Golden Media

Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play.

2022 105
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How to Leverage the Top CX Trends of 2023

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.

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Who Should B2B Companies Survey: Key Contacts or Product Users?

Retently

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Who should you survey?

2022 113

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Moments That Matter in the Customer Experience: How Driver Analysis Helps Identify Which to Focus on & Why

InMoment XI

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with.

2022 383
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Is your Voice of Customer program is reaching the right people?

Alida

Finding and keeping the right insiders is the first challenge you’ll encounter when establishing a VoC program. Customer Experience

2022 130
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Voice of Customer Data Analytics: What, Why, and How to Do It

Lumoa

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed.

2022 83
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Customer Engagement Predictions: Marketers Will Rock 2023 as Data Artists

Blueshift

In 2023, marketers will use AI to unlock creativity and personalization. In the past, AI was owned by data scientists, but now marketers can easily access and use AI. In 2023, marketers are the data artists, combining creativity with data and AI, for intelligent customer engagement.

2023 83
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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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3 Ways AI Enables End-to-End CX

Upstream Works

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind.

2022 78
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23 Ways to Create an Amazing Experience In 2023

Shep Hyken

Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience.

2023 98
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XI Café Podcast, Episode 1: The legalsuper Journey Towards Becoming a CX-Focused, Data-Driven Organisation

InMoment XI

Welcome to the XI Café Podcast!

2022 374
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Your guide to employee engagement survey questions

Alida

Employee surveys can be a reliable source of insight… as long as you direct them properly and ask the right questions. Employee Experience

2022 130
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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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How to Control Call Avoidance and Interaction Avoidance

Playvox

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent.

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6 Ways to Translate Company Values into Employee Engagement

COPC

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. .

2022 79
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7 Strategies for Building a Winning Product Experience

Zonka Feedback

Product Experience plays a major role in the success of your product. It is the most important thing that matters to your product users. A good experience is necessary for achieving product goals like user satisfaction, loyalty and better retention.

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What Can We Learn from The Online Gambling Industry About Customer Service?

CSM Magazine

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service.

2022 65
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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.

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How to Become an Expert Survey Builder with InMoment

InMoment XI

What do expert survey builders know that makes them so successful? Well, they’re always designing with the end in mind. From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? What will my business gain?

2022 361
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Amazing Business Radio: Amy Brown

Shep Hyken

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale.

2022 93
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How to use public reviews to improve customer experience

Lumoa

People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average.

2022 90
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CX Index: Cracking the Code in Your Customer Experience Strategy

ClearAction

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries.

2022 68
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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!

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2023 Trends: AI for Better Agent & Customer Experiences

Upstream Works

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans.

2023 78
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The 4 Most Effective Chatbot Examples

Comm100

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

2022 69
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How to Kickstart the Next Digital Experience Trend

InMoment XI

Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead.

2022 359
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Guest Post: Is Your Customer Journey Aligned with Brand Expectations? If Not, It Could Be Costing You Sales

Shep Hyken

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations.

2022 90
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Is Your CX Program Delivering the Results You Had Hoped?

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.