Sat.Jul 23, 2022 - Fri.Jul 29, 2022

Becoming the architect of the customer experience


When customers approach your company, they’re not just looking for a product or service. They’re looking for an experience —one that fully immerses them in your world. Customer Experience

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3 Reasons Customers Say They Don’t Trust Chatbots, and What You Can Do About It


The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand.

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Trending Sources

How the Right CS Platform Can Help You Do More with Less


Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less.

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Amazing Business Radio: Deon Nicholas

Shep Hyken

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience.

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Alida Summer ‘22 Product Release: Customer Journeys helps improve your customers’ entire experience


Our Q3 release also includes 15 new features to further boost the Alida TXM platform. Customer Experience

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More Trending

Developing Cross-Functional CX Buy-In: 3 Challenges & Methods

Experience Investigators

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success.

2022 76

Why Customer Expansion Should Be A Critical Component of Your Growth Strategy


Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells?

2022 95

Designing Self-Service for Customer Success


Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. As opposed to forcing people into channels they don’t want to use.

2022 83

For AEC Firm UMC, Robust ROI Follows Fast CRM Implementation

CSM Magazine

For UMC, a century-old construction firm known for taking on some of the most complex, ambitious, and challenging projects in the business, from Seattle’s Space Needle to Amazon’s Spheres, there’s no settling for “good enough.”.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

How Customer Success can transform your SaaS business


This article was originally published on Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation.

2022 70

Aspire Leaderboard Transforms its Grids for an Evolving CCM Market


Aspire Leaderboard Transforms its Grids for an Evolving CCM Market. Marissa Feigen. Tue, 07/26/2022 - 02:35. Every year, the Quadient team, along with our customers, partners, and future customers, eagerly anticipate the updated Aspire Leaderboard.

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How to improve customer service with instant messaging


As technology evolves, so does communication – and since the ‘90s, instant messaging has been a major part of how we communicate.

2022 69

Why the Customer Journey Should Be a Continuous Process

CSM Magazine

For many businesses, the customer journey stops once the ink has dried on a contract or a purchase has been made. But market leaders know that in order to retain current clients and attract new ones, their journey with your business must be a continuous process.

2022 60

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Chewy: A Brand Pet Owners Can’t Live Without

The DiJulius Group

An online retailer of pet food and other pet-related products, Chewy is quickly becoming one of the most loved brands that customers can’t live without.

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Guest Post: 7 Factors Influencing First Call Resolution

Shep Hyken

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees.

2022 68

3 Strategies to Drive Product Stickiness Through CS


As the tech market enters a new phase, organizations are determining what’s important during the downturn—and what’s important to their customers. . SaaS companies in particular are asking themselves how to prevent churn and keep their customers happy.

2022 60

Benefits of Contact Center Support

Call Experts

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Customer Communication Management Strategy in 2022: Our Guide


Customer Communication Management Strategy in 2022: Our Guide. j.shah-thiel. Tue, 07/26/2022 - 16:26. Introduction. Today, customers expect every experience they have with a brand or provider to be fast, easy, and convenient.

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Exit Interviews and Staying Interviews?

Shep Hyken

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience.

2022 59

Complete Guide: What Is Customer Experience


In recent years, the idea of customer service has undergone a transformation. The global pandemic, the remote work movement, the advancement of commerce technology — are all factors that have contributed to a shift in the consumer mindset.

2022 72

Spot fake text messages and prevent phishing scams


It seems like just about everyone has received a fake text message. Fake text messages can come from many places, but they all have one thing in common: they’re designed to trick you into sharing your personal information.

2022 73

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

Choosing your Customer Communication Channels in 2022


Choosing your Customer Communication Channels in 2022. j.shah-thiel. Tue, 07/26/2022 - 16:40. Introduction. Thirty years ago, customer communications were relatively straightforward. Business-critical documents, such as letters, invoices, and contracts, were sent and received through physical mail.

2022 52

The Evolution of The Contact Center Experience

Integrity Solutions

The term “call centers” is quickly become a relic of the past, and for good reason. Customer service today is based on far from just taking inbound calls; it’s now omnichannel.

What Renters Think of High Rent Prices

CSM Magazine

According to Redfin, the typical U.S. asking rent passed $2,000 for the first time in May, and in Manhattan rents are skyrocketing to as much as $5,000 a month as COVID-era concessions go by the wayside.

2022 60

The Implication of the Long Tail in Today’s Environment

Beyond Philosophy

Netflix has a great show called “The OA,” but you shouldn’t watch it. You will wish you hadn’t if you ignore me and queue it up.

2022 85

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.