February, 2022

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience)

InMoment XI

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Revolutionary even.

2022 413

The ultimate guide to customer service

GetFeedback

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience. Guides

2022 307
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5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience

Customer Bliss

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond).

2022 229

How to Turn Customers into Storytellers

Alida

Customers always have stories to tell—but at first, they might not realize their feedback is a story that truly needs to be shared. To encourage them to share their thoughts, opinions, and unique perspectives, you need to turn them into storytellers. Customer Experience

2022 207

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.

The Leading Call Center Technologies to Watch For in 2022

TechSee

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience.

2022 109

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Do Companies Recognize the High CX Value of Employee Advocates?

InMoment XI

This article was originally posted on CustomerThink.com. Do companies recognize the high customer experience (CX) value of employee advocates? Shouldn’t they want to cultivate the kind of behavior advocacy represents? That’s my belief.

2022 340

COVID-19 has forever changed CX. Here’s how

GetFeedback

The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay. Articles

2022 306

5 Top Customer Service Articles of the Week 2-14-2022

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. Are You Asking the Right Customer Experience Questions? by Janelle Estes.

2022 89

How are you going to choose your CX Metric?

Alida

Having trouble choosing a metric for your organization’s survey programs? You’re not alone. Customer Experience User Experience

2022 207

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!

10 Innovative Ways Companies are Winning with AI Today

TechSee

It seems like everywhere you look, AI is trending. Investors are throwing more money into AI startups than at any point in history. In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%.

2022 109

This is our time for a Customer CARE revolution!

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality for business leaders. These “Profits over People” traditionalists care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people.

2022 88

Three Steps You Should Take Before You Send a Customer Experience Survey

InMoment XI

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Before you answer this question, let us present you with a few facts.

2022 351

The ultimate guide to customer service

GetFeedback

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience. Guides

2022 195

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.

Make Your Customer Smarter: Create an Educational Experience

Shep Hyken

It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. .

2022 95

5 Effective Strategies for Building Customer Loyalty

Alida

Every business wants loyal customers. As it’s less costly to keep existing customers than to acquire new ones, increasing the value of your existing customers is a great way to drive growth and maintain profit margins. Customer Experience

2022 130

How do I assist a customer I suspect is dealing with mental illness?

Myra Golden Media

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

2022 105

Mapping Your SaaS Customer Journey in Seven Steps

Totango

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success.

2022 93

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!

What’s On Your Customer Experience Governance Checklist? Three Must-Haves

InMoment XI

The term “ customer experience (CX) program ” refers to an immensely broad concept. But at the same time, a “customer experience program” encompasses countless daily actions and processes. How do you keep track of all your efforts? And what do you need to do to keep them going?

2022 302

Why should you invest in CX? Experts weigh in

GetFeedback

A recap of customer experience experts Shep Hyken and Dan Gingiss’ session at the 2nd Annual CX Impact Summit. Articles

2022 195

Don’t offer customer service training. Develop your people with customer service education.

Bill Quiseng

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

2022 78

Driving Innovation and Collaboration in the Autodesk Research Community

Alida

Autodesk, Inc. is an American multinational software corporation ??with with a diverse portfolio of software products and services for the architecture, engineering, construction (AEC), manufacturing, media and entertainment, and education industries. Customer Experience

2022 130

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!

How AI Technologies Can Facilitate the 5G Rollout

TechSee

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service.

2022 109

Three Steps to a Winning B2B Customer Experience Plan

Totango

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

2022 92

Natural Language Processing 101: Three Tips for Optimising Your Text Analytics Software

InMoment XI

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close.

2022 344

3 Key Trends That Are Transforming the Customer Service Industry

CSM Magazine

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift.

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.