April, 2022

11 Articles You Need to Read About Today’s Employee and EX Landscape

InMoment XI

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent?

2022 396

3 Ways to Improve your Customer Experience with Warm Transfers

TechSee

“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” ” You explain that you are following up on your insurance claim for damage to your vehicle that you submitted online using the insurer’s portal.

2022 174
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New job in customer experience? Do this on the first 90 days

GetFeedback

Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters. Articles

2022 310

5 Tips for Being More Transparent with Your Customers

CX Accelerator

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer.

2022 211

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.

QUI QUOTE: Nobody raves about a company that meets customer expectations.

Bill Quiseng

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them.

2022 146

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Quality, Not Quantity: Strategic Customer Listening for Experience Improvement

InMoment XI

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way.

2022 394

Boosting Customer Experience by Understanding Your Audience: The Expert Guide

Alida

86% of customers are willing to pay more for a better customer experience. Given that, it's not surprising that two-thirds of businesses compete primarily on the customer experience they are able to provide. Customer Experience

2022 141

The CX leader handbook

GetFeedback

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future. Guides

2022 311

5 Case Studies to Improve Your Customer Service

Kayako

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties.

2022 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!

A Breakthrough in Point Correspondence: Mitigating “Outliers”

TechSee

Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of the lips you want to kiss? This essential capability is known as depth perception.

2022 109

A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS

The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric.

2022 99

3 Things You Can Do Right Now to Create More Inclusive Employee & Customer Experiences

InMoment XI

Diversity and inclusion initiatives have become front and center for many organizations in recent years.

2022 349

The Secret to Leveraging Customer Data

Alida

Let’s face it: Data is the beating heart of the modern world. There’s even data to be gathered when you walk through the park, meet a friend for dinner, or read a good book.

2022 130

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.

Guest Post: The Intersection of Engagement and Productivity

Shep Hyken

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success.

2022 91

5 Key Trends for ECommerce Customer Satisfaction in 2022

Kayako

Every eCommerce company juggles the balance of where to prioritize resources and drive revenue. Wouldn’t it be nice to know what to focus on in 2022 to set yourself up for growth in 2023 and beyond? It turns out that there is an answer.

2022 90

Learn the 3R Method to De-escalate Angry Customers

Solvvy

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

2022 99

Introducing Customer Experience (CX) Automation and Smart Workflow Feature

Zonka Feedback

66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement.

2022 83

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!

Improve the Customer Journey

InMoment XI

If your products or services aren’t performing well, it might not be because of the product itself. Instead, there could be a problem with the customer journey.

2022 326

Improving Government CX – The Fundamental Building Blocks for Success

Comm100

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country.

2022 83

Guest Post: Find Ways for Artificial Intelligence to Benefit Customers

Shep Hyken

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers.

2022 110

Cyara + Botium: What this Exciting New Partnership Means for You

Cyara

An Acquisition that Made Perfect Sense. Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of all kinds.

2022 108

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!

Customer Service Channel Planning Matters – Here’s Why

COPC

Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting customer service channel strategy right can help organizations reduce operational costs and increase customer satisfaction.

2022 83

3 Observations From Field Service Medical 2022

TechSee

If you or a family member relies on an at-home medical device, whether an insulin pump, hearing device, or a CPAP machine, or any of the dozens of others, we know how incredibly convenient and in many cases, life saving these devices can be.

2022 109

3 CX Goals that Create Experience Improvement, Not Just More Data

InMoment XI

It’s a commonly held belief among many brands—and the customer experience (CX) vendors that partner with them—that all it takes to solve your business challenges and meet CX goals is to turn on as many listening posts as possible.

2022 372

The Best Way to Handle Business Phone Call Overflow and Surges

Call Experts

You juggle many responsibilities like call overflow if you’re a small business owner. While you may be able to handle all of your duties yourself at first, as your business grows and changes, it becomes more difficult to wear every hat.

2022 83

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.