September, 2022

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3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason.

2022 426
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Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization

CX Accelerator

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it.

2022 199
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6 tips for boosting customer engagement

Alida

Personalization and two-way communication are key to engage and build loyalty among your customer base. Customer Experience

2022 130
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Do B2B Better Excerpt #3: Dow

Heart of the Customer

As I mentioned in my last posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way.

B2B 124
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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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The Future of Customer Experience in Banking in 2023

Lumoa

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations.

2023 90

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Closing the Outer Loop with the Six Sigma Methodology

InMoment XI

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs.

2022 363
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Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

Comm100

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry.

2022 78
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6 tips for boosting customer engagement

Alida

Personalization and two-way communication are key to engage and build loyalty among your customer base. Customer Experience

2022 130
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Do B2B Better Excerpt #2: Nancy Flowers

Heart of the Customer

As I mentioned in previous posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way.

B2B 124
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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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What is a good Net Promoter Score?

Lumoa

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. .

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The Benefit of Loyalty Programs Amidst Rising Inflation

IntouchInsight

As anyone who has recently filled up their gas tank or purchased groceries will tell you, the cost of living just keeps going up. Consumer reactions to this vary greatly. Some people will shop sales while others will buy in bulk.

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Staying Ahead of the Game: Behind Foot Locker’s Innovative CX Program to Fit the Modern Athlete

InMoment XI

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker.

2022 382
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How to Improve Engagement with a Customer Service Chatbot

Zonka Feedback

Increasing customer satisfaction and engagement with your brand requires a lot more than bombarding them with targeted ads and weekly mailers. There are proven techniques and tools being used by marketers every day that allow them to engage with customers. One such tool is a customer service chatbot.

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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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Your guide to customer engagement software

Alida

You have the perfect product idea—one that customers will love—and the research about who your customers are. But just having the ideal product isn’t enough; you need to engage customers in a way that makes sense to them. Customer engagement software is useful… if you know how to use it with.….

2022 130
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Do B2B Better Excerpt #1: Roxie Strohmenger

Heart of the Customer

Being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips.

B2B 124
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Building the Digital Customer Journey

Gainsight

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale.

2022 83
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Call Scripting: Definition, Tips, and Examples

Customer Experience Update Submitted Articles

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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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5 Ways Retail Banks Can Leverage Customer Data Effectively

InMoment XI

Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience.

Banking 355
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What Is a Quarterly Business Review? Three Keys to a Great QBR

Totango

What Is a QBR? How to Make Quarterly Business Reviews Count. A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers.

2022 90
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How to keep a customer insight platform vibrant once the novelty is over

Alida

A customer insights platform can be your business’ most powerful tool if you keep it engaging and cohesive with your organizational goals. Customer Experience

2022 130
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The CX Event You Don’t Want to Miss

Heart of the Customer

A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle.

Events 124
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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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5 Best Ways To Keep Remote Contact Center Agents Connected And Engaged

Playvox

The road to the contact center of the future is winding and uncertain. Flexibility, though, is the key to a smoother ride. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start.

2022 77
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TechSee Partners with Neuraflash to Provide AI-Powered Visual Engagement

TechSee

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. BOSTON , Sept.

2022 109
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CX 101: What Is Primary Research?

InMoment XI

If you want to get to know someone, the best way to get an accurate assessment is to ask them questions yourself.

2022 371
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Customer Success Playbook Tips: Five Proven Tactics

Totango

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients.

2022 77
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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.