Sat.Dec 25, 2021 - Fri.Dec 31, 2021

Digital Customer Experience: The Value of “Slamming” Your Assumptions

InMoment XI

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience.

2021 356

How Much Do You Trust Your Customers?

Shep Hyken

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client.

2021 97

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Trending Sources

How to Fight Excessive Customer Churn: 4 Winning Strategies


Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business.

2021 84

Webinar Wrap-up: Company-Level Engagement


How To Use Company-Level Data for User Onboarding and Engagement.

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.

Three CX Strategy Webinars to Ramp Up Your Program

InMoment XI

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?”

More Trending

5 Ways Customer Success Leaders are Fighting Burnout


Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization.

2021 89

Transforming the Customer Experience Through Employee Engagement

CSM Magazine

Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.”

2021 56

Top Takeaways and Key Insights from the Digital CX Week Roundup

NICE inContact

Do you wish you had a crystal ball that would tell you what 2022 has in store for your contact center? We're not fortune tellers, but we do have plenty of insights about what lies ahead. CXone Customer Experience NICE CXone

2022 79

ICYMI, Part 2: 2021 Impact Roundup

Heart of the Customer

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact.

2021 78

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.

How to Build a Customer Centric Roadmap for Your SaaS Product


Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue.

5 Top Customer Service Articles of the Week 12-27-2021

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. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10

When should you upgrade your payment terminal?


If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later).

Turn your Passion for CX into a Career Opportunity

The DiJulius Group

It is no wonder why companies want to lead their industry in customer experience (CX). CX leaders grow revenue faster, charge more for their products and services, and enjoy higher retention of customers and employees.

2021 75

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.

Everything you need to know about Customer Segmentation


What is Customer Segmentation? . Why segment your customers? Types of customer segmentation. How do you segment customers – Step by Step. How does customer segmentation improve marketing? Difference between customer segmentation and market segmentation.

2021 52

Amazing Business Radio: Rebecca Morgan

Shep Hyken

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author.

2021 59

When should you upgrade your credit card terminal?


If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later).

The Future’s So Bright, We Gotta Wear Shades: Customer Success in 2022

Education Services Group

What a year, what a year. After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months?

2022 52

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.

Increasing Trust For Long Term Customer and Employee Relationships

Doing CX Right

Charles Green, author, and creator of the Trust Equation™ explains how to build trust and be a better leader to gain a sustainable competitive advantage. The post Increasing Trust For Long Term Customer and Employee Relationships appeared first on Doing CX Right. DoingCXRight®?

Customer Service Issues with UK Bingo

CSM Magazine

When potential customers are checking the games library before playing online bingo, good customer service reviews cannot be underestimated. But it’s not only good reviews you should be aiming for. providing an outstanding experience for all players should be your number one goal.

2021 52

Psychographic Segmentation: Variables, Examples & Templates

ProProfs Chat

If you are confused about who your customers are and what they really need, psychographic segmentation can help. It divides customers based on their psychological traits – preferences, personality, lifestyle, and beliefs, and gives you a sneak peek of their thought processes. .

2021 52

Mobile payment options for businesses: Everything you need to know


For years, most businesses have been limited to being fixed in place. In-store customers paid at counters with cash, credit, and debit cards. Even though the technology slightly changed over time, the “where” remained the same.

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.

7 Reasons Why Nobody Is Replying to Your Surveys (and How to Make Sure They Do)


Why are you NOT Getting Enough Survey Responses: 7 Solid Reasons. Your survey is too long and you’re asking too much. You don’t A/B test delivery time. You don’t give them a reason to fill your survey. Your surveys are not personalized. You forget to double-check your surveys.

2021 52

Guest Post: Why You Should Rethink Your Customer Service Goals

Shep Hyken

Karen Hertzberg is the Senior Content Marketing Specialist at Siege Media. She shares 5 customer service strategies that improve customer retention.

2021 95

Does Your Organization Require a Customer Experience Operations Manager?


The significance of onboarding a customer experience operations manager is still an ongoing debate in the corporate world. Regardless of the industry you cater to, the market is customer centric. This is precisely why companies incorporate customer loyalty in their growth hacking strategies.

2021 52

Mobile payment options for businesses: Everything you need to know


For years, most businesses have been limited to being fixed in place. In-store customers paid at counters with cash, credit, and debit cards. Even though the technology slightly changed over time, the “where” remained the same.

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!