Sat.Apr 24, 2021 - Fri.Apr 30, 2021

Lessons from the Pandemic to Improve Your Customer Experience Now

Bill Quiseng

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks.

2021 107

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

Experience Investigators by 360Connext

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it.

2021 177

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How CX design can power your CX strategy


Learn why CX design is a critical component of creating great customer experiences and why you need a CX strategy. Guides

2021 195

How Omnichannel Customer Care Weathered the Storm of COVID-19


A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels.

2021 156

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Seeing is believing: Why contact centers must embark on the journey towards Visual Transformation


The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels.

2021 109

More Trending

What Is Customer Happiness + 11 Ways to Inspire It

Help Scout

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning.

2021 86

Stop Reading From The Script!


This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car.

2021 91

How Can Financial Firms Learn to Be Loved?

CSM Magazine

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. Just think how fiercely Apple users feel about the company’s products, for example. But who can honestly say they love their bank, mortgage broker or credit card provider?

2021 71

Alida Spring ‘21 Product Release Fuels a Holistic Customer View


The excitement in the air is palpable. It feels a bit like a marathon where you know you still have miles and miles to go, but you have a tailwind and you’re drafting behind some strong runners. But the thing is, a marathon has a finish line at exactly 26.2 miles from the start.

2021 130

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Build a Strong Customer Service Culture

Help Scout

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook.

2021 88

Guest Post: Five Actionable Ideas to Transform Your Customer Service in 2021


Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?.

2021 66

Six Ways to Show B2B CX Value

Heart of the Customer

After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business.

2021 88

How to Train and Support Remote Customer Service Employees

Myra Golden

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.

2021 68

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

One easy way to find out if you have a strong customer service culture

The DiJulius Group

Do you feel your company has an obsessive customer service culture? Is the customer experience your company delivers the same regardless of who on your team a client interacts with?

2021 74

Amazing Business Radio: Stacy Sherman


Diversity and Inclusion Within the CX Featuring Stacy Sherman. How diversity and inclusion impact the customer experience and what practices to adopt.

2021 75

The Ultimate Guide to Creating a Customer-Centric Culture


Culture is defined by actions. It is a tangible presence a customer can see and feel in the way you engage with them, respond to them, and present the product.

2021 73

Good to Grow: Help Scout Celebrates its 10th Year

Help Scout

Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. We’re grateful to the 12,000+ businesses that make our work so enjoyable. Here’s to the next 10!

2021 83

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

5 Steps to a Customer Retention Strategy

Integrity Solutions

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started.

2021 58

A guide for Conversational AI in Insurance


We’ve long been in the business of creating exceptional customer experiences and our innovation within the insurance space is no different.

2021 62

5 Top Customer Service Articles For the Week of April 26, 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.

2021 59

10 Simple Ways to Wow Your Customers Every Day

Help Scout

Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. The first time I stayed there, I arrived in the dead of winter.

2021 72

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Have you created a 360-degree customer experience?

Innovative CX

As CX professionals are we too linear in our view of experience management? For example, service blueprinting, process documentation and journey mapping all tend to look at the customer experience in sequential steps.

2021 52

Harnessing CCaaS and CRM Solutions: What’s the Missing Link?

CSM Magazine

Richard Pinnington at Calabrio explores today’s complex contact centre ecosystem and comes up with a strategy to create a synchronised agent and user experience.

2021 56

SurveySparrow Pricing Vs. Typeform Pricing. Why SurveySparrow Is A Clear Winner?


Would you like to go back in time? Not literally (unless you know how to time travel!). Think of yourself as a customer support representative in the 70s. The good old 70s, where the internet was still a distant reality, and ‘being online’ had no meaning. .

2021 52

The 9 Best Customer Service Software for Small Businesses

Help Scout

If someone told you they were starting a clothing line where everything was one size fits all, you’d probably pass on investing. With so many different body types and fit preferences, the reality is that one size fits all simply doesn’t work.

2021 65

Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.