Sat.Oct 23, 2021 - Fri.Oct 29, 2021

Who Owns Your CX Program? (Hint: It’s Everyone)

InMoment XI

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience.

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Fall ‘21 Product Release—Deeper AI, Analytics, and CXM Integrations


Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX).

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Trending Sources

Embed Trust, Energy and Joy in Work: A Case Study in Empowering Employees

Customer Bliss

Have you ever played service roulette? Here’s how it goes: you’ve got a problem, and you call in or chat in, or tweet out the problem. The more urgent the issue, the more direct communication you want.

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A Tale of 2 Support Calls: Utilizing Visual Customer Support To Improve KPI’s


When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support.

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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.

3 Elements to Consider When Selling CX to Your Boardroom

InMoment XI

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization!

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More Trending

Customer Experience Vibe: Are You Being Generous or Greedy? #cx

Kate Nasser

What customer experience vibe do customers get from your brand? Here are 6 ways the best create a generous vibe to keep customers coming back! The post Customer Experience Vibe: Are You Being Generous or Greedy? #cx cx appeared first on

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Announcing Help Scout's 2021 Customer Service Awards

Help Scout

Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce. Read the full article

2021 94

Service Is Not Servitude

Bill Quiseng

Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life.

2021 113

Dealing With Angry Customers: Be Sincere When You Apologize

Shep Hyken

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint.

2021 103

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.

5 Ways to Increase Customer Loyalty


Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.

Optimove and Criteo Announce Partnership to Scale Multichannel Marketing Orchestration and Personalization


Today, Optimove is excited about the latest addition to our robust list of exclusive partners as we announce our partnership with Criteo. This global technology company is powering the world’s marketers with trusted and impactful advertising.

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Improving Student Engagement – Why Phone Support is Dead


Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions.

2021 81

Social customer service is key: Don’t leave your customers high and dry

NICE inContact

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less? Customer Experience

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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.

CX Is Complicated, Not Complex

Heart of the Customer

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making.

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Embedding a Customer Feedback Loop Into Your Product Delivery


Constant feedback is the lifeblood pumping into every successful product delivery. And if you want to unleash a steady flow of products and features that your users love, you have to keep your finger on their pulse constantly.

2021 83

Contact Center Digital Transformation – The Essential Stages for a Smooth and Successful Transition


Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive.

Join eGain at KMWorld Connect 2021

eGain Blogs

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. While it is disappointing to not be able to meet our peers, colleagues, and experts in person, an online event does give us the flexibility to attend and switch between as many sessions as we like!

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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.

Terrifying Tales of Spooky Support

Help Scout

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween. Read the full article

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ChurnZero Named Overall SaaS Category Winner in 2021 APPEALIE Awards


2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes.

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Why a Call Center Training Program Matters

Stella Connect

Call centers are the ‘central command’ of day-to-day business operations as front-line teams provide service interactions determining if a customer loves your brand or chooses a competitor.

SBC Request Demo


Schedule a demo RIGHT HERE at SBC. See what Optimove can do for you. Ready to scale your CRM Marketing?

Demo 83

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.

Guest Post: How to Choose the Right Call Center Software to Supercharge Your Customer Support

Shep Hyken

Sowmya J. is a content developer and a digital media strategist at Knowmax. She shares how companies can choose the call center software that fits their customer support teams.

Online reviews: The ultimate guide to customer reviews


Online reviews are a critical element of a business’s success. Reviews show valuable social proof, create trust, and help you rank higher in search results. Help your business be chosen over your competition through online reviews.

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How to Be a Customer Success Ghostbuster


What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you.

2021 81

The Top 5 Survey Solutions for Enterprises


Finding the right survey solution for your enterprise is as much about knowing what you want to do with surveys as understanding how to navigate your internal approval processes.

2021 69

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!