November, 2021

You Ask, We Tell: How Do I Increase Survey Response Rates? Should I Shorten My Survey?

InMoment XI

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry.

2021 357

Q&A WITH J.CREW: Using Voice Of Customer To Improve Experiences

Alida

We sat down for a virtual fireside chat with Jenny Yi, Sr. Community Insights Manager at J.Crew Group, Inc. to learn their secret to long-standing success in the retail space.

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Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

2021 182

Great Service is Great Theater. An Encore.

Bill Quiseng

A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say.

2021 128

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

CX Leader Roundtable wrap-up

GetFeedback

During the latest CX Leader Roundtable, we explored the connection between employee experience (EX) and customer experience (CX). Articles

2021 195

More Trending

Reducing Customer Churn: Do You Need Prediction, Interpretation, or Both?

InMoment XI

Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? What Is Predictive Modelling?

2021 343

Data Without Context Is Just Noise: Uncover the Why Behind The What

Alida

Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers.

2021 164

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

2021 182

“Satisfaction Guaranteed” Does Not Lead to Customers Guaranteed

Bill Quiseng

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. You were happy because, in the end, they were satisfied.

2021 127

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?

Shep Hyken

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience.

2021 98

The New Hybrid Field Service Model: Does Visual Assistance Have A Part To Play?

TechSee

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible.

2021 109

Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

InMoment XI

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping.

2021 372

How to Do Really Great Video Research

Alida

Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic.

2021 176

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

How to Measure Customer Satisfaction

ProProfs Chat

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Probably not! Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation.

The New Normal: Today’s Brand Must Elevate Customer Experience to Compete

Totango

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers.

2021 90

When Your Customer Experience Hits a “Bump in the Road”

Shep Hyken

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix.

2021 111

The Top 3 Customer Service Trends to Expect in 2022

Comm100

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

2022 84

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Three Steps to Align Your CX Program Goals with Business Initiatives

InMoment XI

Has your customer experience (CX) program matured or just begun? Or is it somewhere in the middle? No matter where you’re at, CX program goals need consistent tweaking to be aligned to greater business initiatives.

2021 366

How to Scale Your Customer Insights like Twitter and PokerStars

Alida

Now that you’ve been gathering valuable customer insights with your insight community and your CX strategy is yielding impactful results, you might be wondering how to take this program to the next level.

2021 162

70+ Business Survey Questions You Should Include in Your Next Business Survey

ProProfs Chat

Entrepreneurs wishing to scale their business often fall prey to expensive consultants and time-consuming PR experts. The result? A few of them experience positive outcomes while others don’t.

2021 81

The True Remote IT Support Cost & How to Optimize this Necessary Expense

TechSee

The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time.

2021 109

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

A Fast Answer or the Right Answer

Shep Hyken

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away.

2021 103

Beat Customers to the Customer Service Line with Artificial Intelligence

CSM Magazine

Daniel Fallmann, Founder & CEO of Mindbreeze explains how artificial intelligence can be utilized to provide a holistic view of customers and help identify potential problems ahead of time. In the world today, time is everything. Everybody is looking to save time and use it productively.

2021 83

What Is the First Step in a Customer Experience Transformation Roadmap?

InMoment XI

Whether your program is just getting started or has stagnated over the years, this post is for you!

Customer Experience Events, Fall 2021

eGain Blogs

Join eGain CEO and the CxO of premier client at KMWorld keynote on digital transformation. Want to hear about knowledge-powered digital transformation at scale? Join eGain CEO, Ashu Roy, and a CxO of a premier eGain client at their keynote presentation at KMWorld Connect 2021.

2021 83

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!