Sat.Oct 29, 2022 - Fri.Nov 04, 2022

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Your Top 3 ROI Questions, Answered

InMoment XI

Imagine if you were still operating your business in the same way you were in 2019. Total nightmare, right? Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment.

ROI 356
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Employee engagement surveys: How employees see surveys

Alida

Your people are the heart and soul of your company. When employee engagement is high, the whole team benefits—and so do your customers. EX Series

2022 130
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What is the role of customer experience in the telecoms industry entering 2023?

Lumoa

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023.

2023 90
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Qualtrics Announces Consumer Trends That Will Shape 2023

CSM Magazine

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time.

2023 83
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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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CX 101: What Is a Cluster Analysis? 

InMoment XI

Math and numbers are the ultimate in ‘exact science.’ When we work within the confines of mathematics, we can expect absolute precision in our results. In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions.

2022 396

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The Best Customer Experience, Data and Design Books of 2022

eglobalis

The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.

2022 81
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21 Important Customer Service Survey Questions to Ask

Zonka Feedback

The effectiveness and value of your product or service in the marketplace are defined by the kind of experience you are giving to your customers. That’s why good Customer Service is key to a successful business.

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CX Design: What It Is, How It Works, and How It Creates Experience Improvement

InMoment XI

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights.

2022 302
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The Essential Chatbot Success Metrics

Comm100

Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent.

Metrics 75
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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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Bringing Humour and Joy into Work with Erin Skillen

Russel Lolacher

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace.

2022 83
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The Role of Company Culture in Employee Engagement 

COPC

You know the adage, “happy employees = happy customers.” ” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth.

2022 76
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Tipping Point Pressure: 60% Of Customer Service Managers Say This Will Be the “Toughest Winter Yet”

CSM Magazine

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays.

2022 79
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What Does Marketing Do in SaaS?

DemandJump

Generally, the goals of marketing include things like increasing brand awareness, generating and qualifying leads, and increasing customer loyalty—all of which lead to revenue growth.

2022 83
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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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Ways to Measure Customer Service Performance

Zonka Feedback

There has been a massive shift in the way Customer Service functions in this day and age. For organizations, it’s not just about providing support to the customers and serving them in general but it is about retaining them for a long period of time and ensuring that they remain loyal.

2022 83
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Developing a Strategic Vendor Management Framework

COPC

Transform Vendor Management into Partnership Success. Your vendors are an extension of your brand. You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth.

2022 74
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5 Actions for B2C Marketers During an Economic Downturn

Blueshift

Some economists suggest that the US will be in a recession within the next few months. At this point, no one is sure. What does this mean for marketers, especially B2C marketers? Keeping a focus on creativity, efficiency, and ROI, and taking a customer-first approach have never been more important.

B2C 82
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How Do You Assemble a Top Tier SaaS Marketing Strategy?

DemandJump

If you’re part of a software-as-a-service (SaaS) marketing team, then you know the importance of identifying the right strategies to attract, engage, and convert prospects into loyal customers. SaaS Marketing

2022 81
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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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How will the economic downturn affect Customer Success? Learn from three SaaS CEOs.

ChurnZero

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn?

2022 70
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Why Your Contact Center Needs A Remote Work Policy?

Playvox

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy.

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Five Ways to Make Customers Feel Special

Shep Hyken

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms.

2022 96
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How Do You Create a Marketing Strategy for SaaS?

DemandJump

Marketing is a lot. From paid and organic social media to search ads to writing and developing effective images—you’ve got a lot on your plate. For Software as a Service, or SaaS marketing , you also have to consider the whole customer journey, from prospects to existing customers.

2022 82
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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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Contact Centres Impact Customer Loyalty: 5 Ways to Turn Agents into Brand Guardians

CSM Magazine

In these uncertain economic times, how do we nurture agents to secure revenue? Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. .

2022 52
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Improving Customer Experience in Banking: 7 Promising Trends

PeopleMetrics

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking.

Banking 62
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Outsource Email Support Stats to Prove You Need It

Magellan Solutions

Outsource Email Support Stats. Customers demand quick, reliable email support services. If you outsource email support , you can answer customers’ emails quickly. Plus, you can provide a deep and complete feedback on their inquiries. Furthermore, email support teams have the necessary training to deal with consumers. Hence, you can expect them to offer you excellent and professional services. Without breaking your bank account, of course.

2022 56
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6 tips for designing customer journeys that deliver value at scale

Totango

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple in concept, but where do you start? .

2022 62
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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.