Sat.Apr 02, 2022 - Fri.Apr 08, 2022

Quality, Not Quantity: Strategic Customer Listening for Experience Improvement

InMoment XI

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way.

2022 394

The Complete Guide to CSAT: Definition, Calculation & 2022 Benchmarks


Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . But how do you prevent situations like that from getting out of hand?

2022 124

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Trending Sources

The Secret to Leveraging Customer Data


Let’s face it: Data is the beating heart of the modern world. There’s even data to be gathered when you walk through the park, meet a friend for dinner, or read a good book.

2022 130

Cyara + Botium: What this Exciting New Partnership Means for You


An Acquisition that Made Perfect Sense. Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of all kinds.

2022 108

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Improve the Customer Journey

InMoment XI

If your products or services aren’t performing well, it might not be because of the product itself. Instead, there could be a problem with the customer journey.

2022 326

More Trending

Customer Service Is More Important Than Price

Shep Hyken

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.”

2022 91

SMS Engagement Rates and How To Ensure Customers Love Yours


It’s no secret that people use smartphones more often than any other device today. Paying attention to your SMS engagement rates is a smart move. In fact, SMS open rates outpace email by 78%, and 75% of consumers would like to have offers delivered to them via SMS.

2022 83

3 Employee and Customer Experience Trends for Banks, Wealth Advisors, and Credit Unions in 2022

InMoment XI

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? InMoment recently dove into the financial services industry’s 2022 outlook—and there’s a lot to unpack.

2022 283

How to Easily Design and Run Your Customer Journey


Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later!

2022 84

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

April Atlas Highlights


Your customer experience team is no stranger to attrition — It's a tough gig! But the past two years have taken things to a new level of stress and burnout for your team. It doesn't stop with your frontline either.

2022 82

The 2022 Customer Service Revolution Conference Lineup Revealed

The DiJulius Group

A Customer Service Revolution is… A radical overthrow of conventional business mentality designed to transform what Employees & Customers experience.

2022 66

What is a Customer Engagement Score? (And How To Utilize It)


Your customer engagement score can predict churn and indicate overall product health. Customer Engagement Retention actionable analytics saas metrics engagement scoring engagement points

2022 77

Six Best NPS Software Solutions for 2022


The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? In this guide, we’ll help you tackle this issue.

2022 87

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Apr 06 – Customer Success Jobs


Role: Director of Customer Success. Location: Bellevue, WA, US. Organization: Esper.

2022 83

Consumers Crave Authenticity, And CMOs Can Deliver

Forrester Digital Transformation

As the age of misinformation and slew of dubious corporate claims threaten consumers’ trust in brands, consumers are desperate for authenticity. While conventional wisdom suggests that authenticity means “being yourself,” that quickly breaks down when CMOs translate the sentiment into action.

2022 82

How we got here: why Customer Success and customer education are coming together now


This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

2022 71

12 Chatbot Metrics That You Will Be Naive To Ignore


Last Updated on April 3, 2022 Chatbots are not just the helpdesk assistants of the future, they are the helpdesks of the future. There, we said it.

2022 79

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Quick Way to Show Only Relevant Survey Questions Using Logic


The path to completing a survey isn’t always linear. Sometimes there are hidden passages, trap doors, and secret rooms that only a few respondents need to access.

2022 78

Do You Need a CX Vision?

Heart of the Customer

“One of the first things you do when you stand up a CX program is to create a CX vision.” It’s said so often that it’s pretty much a cliché. It just seems to make sense. It also aligns with John Kotter’s 8-step change management program. I wrote about this a few years ago, and […].

2022 78

Guest Post: Understanding Digital Customer Experience in Retail Industry

Shep Hyken

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management.

2022 64

Bruce Eidsvik announced as inQuba President, North America


Eidsvik brings 25-years of helping top international brands in the customer management space. inQuba is delighted to share the appointment of Bruce Eidsvik as inQuba President, North America – a strategic appointment to further accelerate our international expansion.

2022 63

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

How to Get Ahead in Manufacturing with BPO


Business process outsourcing (BPO) enables companies of all sizes to outsource their back-office functions, such as customer service and accounting. The benefits are numerous: lower costs increased productivity, and the ability to focus on core business activities.

2022 70

The Guide to Reputation Management on Tripadvisor


A 2018 study from Tripadvisor revealed that an overwhelming 97 percent of respondents see online reputation management as important to their business. However, many Tripadvisor business listing managers are still lost in the dark when it comes to creating an effective reputation management strategy.

2022 98

High Performance Contact Centers Begin With the Right WEM Suite


Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. will ultimately fall flat. How do you build a high performance contact center?

2022 70

Amazing Business Radio: Dr. Claes Fornell

Shep Hyken

The Return on High Customer Satisfaction Is Huge. The Link Between the Top Rated Customer-Focused Companies and the Stock Market. Shep Hyken interviews Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) and the Distinguished Donald C.

2022 55

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.