Sat.Jan 07, 2023 - Fri.Jan 13, 2023

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Why You Should Aspire to Drive Customer Lifetime Value—Not ‘Just’ Upsell Customers

InMoment XI

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now.

2023 382
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Why the end of cookies doesn’t mean the end of personal data

Alida

Like many advertisers, your company has probably been fed a healthy diet of digital cookies for years. Now, however, the menu is changing—and so are your customers’ data preferences. Customer Experience

2023 130
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Customer CARE is the New Marketing

Bill Quiseng

Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media.

2023 78
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The State of Automated Customer Service in 2023

Comm100

The State of Automated Customer Service in 2023. Competition is at an all-time high. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. Competition and expectations go hand-in-hand – as the former rises, so too does the latter.

2023 72
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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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Do You Need a Customer Experience (CX) Manager?

InMoment XI

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort?

2023 283

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All New CX Toolkit for 2023

IntouchInsight

Happy new year! At Intouch Insight, we’re excited for what 2023 will bring for us and our partners. And we’re kicking it off with an all-new Customer Experience (CX) Toolkit. Customer Experience Management Customer Experience Measurement

2023 90
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Why Customer Health Scoring Matters

TeamSupport

Understanding and measuring customer sentiment and health is a critical aspect of running a successful business. It allows you to gauge how your customers feel about your brand, products, and services, and make adjustments as needed to improve the customer experience.

2023 63
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25 important social media questions, answered

BirdEye

Social media is a daily part of our lives, but many companies still have questions about it. How do you use it effectively? What are the rules for posting content? How can you protect your data and privacy online? These are just a few of the social media questions that businesses are asking.

2023 63
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12 Customer Success predictions and trends for 2023

ChurnZero

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future.

2023 67
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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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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

Shep Hyken

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX).

2023 96
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Training and Development as an Employee Retention Strategy 

COPC

Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training.

2023 74
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Make Every Agent Your Best Agent With WFM — Even Remotely

Playvox

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Adding remote work or a hybrid setup to the mix can make things even tougher. But does it have to? Why Agents Want To Work Remotely — And Why You Should Let Them.

2023 66
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How the world's best CX leaders are making customer experience a company-wide concern

MyCustomer

Engagement How CX leaders make CX a company-wide concern

2023 99
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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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A New Strategic Approach For Field Service Leaders in 2023: Visual Engagement Technology

TechSee

Increasingly, field service leaders are looking at new visual engagement technologies to improve their operational efficiency and customer and agent satisfaction. At its core, these technologies have a simple premise – a picture is worth a thousand words.

2023 109
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Supercharge your success with ChurnZero’s new Customer Success AI™

ChurnZero

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. This essential aspect of your job can also be one of its most time-consuming.

2023 76
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GUEST POST: Skyrocket the Customer Experience and Mitigate Financial Risk

COPC

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer.

2023 52
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How Barnes & Noble has focused on CX to turn around its fortunes

MyCustomer

Engagement How Barnes & Noble has turned around its fortunes

2023 107
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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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Service Automation Comes to Mobile Apps With the VI Mobile SDK

TechSee

Since launching just six months ago, millions of customers and technicians have used TechSee’s Visual Intelligence’s (VI) AI to successfully set up their devices, visually troubleshoot issues, and confirm successful resolutions to all sorts of issues. The savings and CX impact has been incredible.

2023 109
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Medallia Customer Experience Platform Chosen by SelectBlinds

CSM Magazine

SelectBlinds has selected Medallia, a customer experience management platform, to help improve and enhance their customers’ experiences. SelectBlinds revolutionizes the window treatment industry as America’s most-trusted, highest rated online company.

2023 52
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How To Retain “Fickle” Forex Traders

Optimove

We want to make retention marketing a priority. So where to start? Providing top-notch customer service is a must these days, to keep traders happy, engaged, and active, where traders have high expectations, low levels of patience and infinite options.

2023 83
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GUEST POST: Skyrocket the Customer Experience and Mitigate Financial Risk

COPC

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer.

2023 52
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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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Secret Service Turns 20! And The DiJulius Group Is Born, With Superior Customer Service As The Single Biggest Competitive Advantage

The DiJulius Group

On January 15th, 2003, my first book, Secret Service: Hidden Systems That Deliver Unforgettable Customer Service, came out.

2023 70
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10 Tips for Improving Online Gaming Customer Support

CSM Magazine

As an online casino owner, providing great customer support is key to success. It doesn’t matter if you are offering the most attractive bonuses or new games—if customers don’t have a top-notch experience with your service, they won’t come back.

2023 52
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Guest Post: How Can You Make Sure That Your Customers Feel Heard?

Shep Hyken

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard.

2023 65
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How Enterprise Contact Center Solutions Lead to CX Success

Advantage Communications

Enterprise contact center solutions use software and expertise to provide businesses with a comprehensive solution to better manage their customer service operations and achieve customer experience (CX) success

2023 52
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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.