Sat.Sep 04, 2021 - Fri.Sep 10, 2021

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Guest Post: Customer Experience: Expectation vs. Reality


This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

2021 109
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How to Measure Customer Service Quality: Methods & Tools

Help Scout

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference.

2021 89

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Trending Sources

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Structuring your Customer Success team


We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach.

2021 52
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Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance


When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center.

2021 191
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The 2023 Customer Experience Management Value Index

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.

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You’re Terminated: Three Reasons Customers Will Stop Doing Business with You


One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you.

2021 169

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The Secret to Top Quality Customer Service? Putting Consumers in the Driving Seat

CSM Magazine

Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly.

2021 105
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3 Winning B2B Client Engagement Strategies


B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments.

B2B 80
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Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent


There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization.

2021 97
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CX Trends: Shifts in Consumer Habits & Expectations


Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

Consumers 130
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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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055: The Weather Report Challenge

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service.

2021 78
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Three Ways to Make Your Case

Heart of the Customer

“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position.

2021 88
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What's Missing in Your Customer Success Software?

Kapta Customer Success

Lack of visibility is one of the biggest problems impacting key account management, even in 2021. Isolated programs, account managers without sufficient buy-in to new systems, and broken processes compound to prevent revenue teams from gaining complete insight into accounts.

2021 87
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CX leader spotlight: Michael Bair, SVP of Customer Experience at FIGS


We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here.

2021 105
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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.

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Amazon Customer Service: The Worst is Yet to Come

Bill Quiseng

Some of you may know I am a stroke victim who is paralyzed on the right and have selective short term memory. Several days ago I did not order on Amazon two bottles of Phillips Milk of Magnesia. Despite no order, Amazon shipped the products.

2021 78
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How to close the CX perception gap between your management and your customers


Loyalty Closing the gap between management & customers

Loyalty 101
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Is It Time to Redefine Your Post Pandemic Professional Target?

One Millimeter Mindset

Do you have the same post pandemic professional target you aimed at about 18 months ago? Our professional environments have shifted. Many professionals I speak to feel somewhat out of sync professionally: trying to fit back into environments that just do not fit them anymore.

2021 89
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How to make digital self-service amazing

NICE inContact

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves? NICE CXone AI Customer Experience

2021 77
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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.

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Moving to the cloud – 5 tips for a winning strategy


Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021.

2021 108
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The perils of blindly using customer effort score as a CX metric


Loyalty The perils of blindly using customer effort score

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Top 10 trends shaping the future of Customer Success in 2021


Change is the only constant in life. The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt.

2021 96
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9 Nuggets from TMSA’s Recent Strategic Interest Group Featuring CX University

CX University

This article was originally posted on TMSA’s blog. TMSA went back to school a little early this year.

2021 94
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5 Ways to Supercharge Your CX Strategy

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!

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How emotional intelligence can help you cope with Christmas


Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. Published on: September 10, 2021.

2021 107
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Top 10 Employee Experience Management Software of 2021


Want the business gods on your side? Then this guide is for you! Imagine this. . A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier.

2021 59
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The Importance of Data Quality for AI Success in Customer Service


If you have ever been drawn to the words “ artificial intelligence ” in a sales pitch or wondered if machine learning could improve your business, you might have also questioned if your use case is even a good fit for what a machine learning model can do.

2021 92
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Should The Chief Customer Officer Oversee Marketing?

Doing CX Right

Brands are restructuring so that Marketing reports to the Customer Experience Leader. Why is this shift happening now - and will it stick? The post Should The Chief Customer Officer Oversee Marketing? appeared first on Doing CX Right. Marketing & Branding CMO CXO leadership marketing Mycustomer

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Stay Ahead of the Game

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!