What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
Sat.Jan 16, 2021 - Fri.Jan 22, 2021
435 
Do Your Digital Transformation Efforts Meet Your Customers’ Needs?
Hello Customer
JANUARY 22, 2021
Digital transformation accelerated in many companies over the past year. Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. As a service company, this can be challenging.
Join 40,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
The Four Levels of Customer Satisfaction
SmartKarrot
JANUARY 19, 2021
The success of your company is directly proportional to how thoroughly your customers are satisfied with you. The satisfaction score of a customer is a critical determinant that portrays how far-fetched their loyalty will go on.
Small Improvements in Customer Service Create Big Wins
ShepHyken
JANUARY 20, 2021
Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.
The 2023 Customer Experience Management Value Index
Advertisement
Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
Customers say the darndest things
GetFeedback
JANUARY 21, 2021
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars
Sign up to get articles personalized to your interests!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
More Trending
The new rules of engagement (according to customers)
C Space
JANUARY 18, 2021
The new rules of engagement (according to customers). How did 2020 change the rules of engagement between customers and brands? For nearly a decade, we’ve tracked the connection between companies and customers.
5 Top Customer Service Articles For the Week of January 18, 2021
ShepHyken
JANUARY 18, 2021
Each week I read a number of 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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker.
Keep Your 2021 Sales Pipeline Full Using the Selling Lessons of 2020
Integrity Solutions
JANUARY 18, 2021
By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore.
A Bottle of Shampoo and Digital Customer Experience
NICE inContact
JANUARY 21, 2021
Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.
How to Leverage the Top CX Trends of 2023
Advertisement
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.
McDonald’s Hot Coffee Case and the Customer Experience
Steve DiGioia
JANUARY 18, 2021
We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot?
How to Build Your Customer Service Chatbot?
kommunicate
JANUARY 22, 2021
In the past couple of years while working with large financial institutions and educational institutions we have learned a lot about customer service. When we started we saw customer service as a process to answer customer queries.
How to Use Psychological Priming to Get Customers to Accept Your Word As Final
Myra Golden
JANUARY 20, 2021
Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call control.
Why Employees Want to Leave and How to Stop It
The DiJulius Group
JANUARY 20, 2021
4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams.
How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX
Advertisement
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.
.png)
Best Practices to Monitor Your Remote Call Center Agents
ShepHyken
JANUARY 22, 2021
This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario.
21 CX Predictions for 2021
Oracle
JANUARY 21, 2021
2020 was a year that left brands and businesses scrambling to adapt to rapid changes while still providing excellent customer experience. What once was a novelty, like curbside pickup or contactless payment, is now necessary for survival. Tech that seemed nice-to-have is now required. Pivoting and shifting are required for sustainability. So where does that leave businesses and consumers in the new year?
Reorienting the Next Battle Ground of Competitive Differentiation
Strikedeck
JANUARY 22, 2021
Vincent Manlapaz, in an interview with Nimesh Mathur talks about the evolving role of Customer Success as a competitive differentiator and why companies have started to look at it as a growth engine.
The Truth About Moments of Truth
Heart of the Customer
JANUARY 20, 2021
After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth.
Is Your CX Program Delivering the Results You Had Hoped?
Advertisement
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.
What is NPS: the Concept and Formula
Wootric
JANUARY 21, 2021
You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty.
C Space promotes Jessica DeVlieger to global CEO role
C Space
JANUARY 20, 2021
C Space promotes Jessica DeVlieger to global CEO role. C Space, the global customer agency today announced that Jessica DeVlieger will become its new Global Chief Executive Officer, effective February 1st, 2021. Tweet.
5 Fintech Tools Reshaping the Consumer Financial CX
Oracle
JANUARY 22, 2021
A new generation of CX technology is reshaping the way consumers deal with money. The days of having to deal with banks or credit card companies in-person are over. Digital apps let consumers automate bill negotiations, manage debt, monitor their credit, and much more. If you’re looking for a preview of trends and innovations in the consumer fintech space, and how they’re changing the consumer financial CX, here are five trends worth watching.
Amazing Business Radio: Mahesh Ram
ShepHyken
JANUARY 19, 2021
5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers.
5 Ways to Supercharge Your CX Strategy
Advertisement
Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
Centralize every customer interaction with Unified Inbox
BirdEye
JANUARY 18, 2021
It used to just be a phone call or an in-person visit. Then came email – then text, followed by social media and webchat. People now engage with multi-location brands across multiple channels.
The Path to Sustainable and Reliable Business Partnerships
Strikedeck
JANUARY 19, 2021
Vincent Manlapaz, in an interview with Harpreet Oberoi shares his thoughts on why organizations should keep their laser focus on meeting and achieving customers' desired outcomes.
Love Your Employees As Much As You Love Your Customers
Kerry Bodine
JANUARY 18, 2021
While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.
Strategies to Hire and Work from Anywhere
NICE inContact
JANUARY 20, 2021
Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.
Stay Ahead of the Game
Advertisement
Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!
Let's personalize your content