Sat.Apr 17, 2021 - Fri.Apr 23, 2021

How To Write an Inspiring Customer Service Vision Statement

Team Support

What brings meaning into your professional life —. The sense of self-fulfillment? Nice compensation? Friendly colleagues? Hold on a second. I realize this question is a bit heavy.

2021 58

CX vs. UX


A detailed explanation of the different between customer experience and user experience. Articles

2021 227

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Lessons Learned from the Frontlines of CX: How Data from Self-Service Tools Optimizes Customer Engagement


Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs.

2021 52

4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,

2021 152

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.

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.

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Want your Customer Feedback scores to go up by 6 points?

Daniel Group

Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well!

2021 100

AI in Call Centers: Top innovations for 2021


Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic.

2021 109

There Is No Excuse to Not Respond to a Customer


Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again.

2021 89

Using Insights to Stay Ahead in an Oversaturated Market


New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?

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 Make Your Customer Experience So Good, Price Becomes Irrelevant

The DiJulius Group

The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it is time to focus on building a positive experience so engaging, so memorable, that your existing clients can’t stop talking about you to others.

2021 71

Interview: Kate Nightingale of Style Psychology

Heart of the Customer

Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation.

2021 93

How to Use Social Media as a Customer Service Channel (+ Examples from Brands)


This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media.

How Internal Podcasts can Help Engage Your Employees

Russel Lolacher

Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise.

2021 79

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!

The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy.

2021 106

11 Websites for Online Bank Reviews and Ratings and Financial Services Reviews


List of Banking Review Sites to Track. Online reviews are one of the most accurate indicators of customer experience for banks, insurance providers, and financial services organizations. Not only do reviews have the potential to either attract or drive away customers.

2021 65

Employee Experience Strategy: Do’s and Don’ts


Imagine this. . Anytime you visit your favorite cafè, you choose to have the same coffee order. The barista soon realizes that you are a regular customer and notes down your usual purchase. So the next time you visit them, they have your order ready to go.

2021 69

Is Your Company’s Brand Under Attack Because Customers Are Changing Their Expectations?

Middlesex Consulting

The pandemic still has the world in its grip, but it is becoming looser as vaccinations become more widespread. In some developed countries, we see signs of increased hiring and manufacturing output.

2021 78

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.

Amazing Business Radio: Jeff Nicholson


The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems.

2021 76

Xpedition and Voyado Partner to Help Boost Loyalty and Retention for Fashion Brands

CSM Magazine

The collaboration will deliver faster time to benefit in an era of unprecedented change in fashion retail. .

2021 65

Hero Digital and FullContact announce joint partnership

Hero Digital

Hero Digital, a leading digital customer experience (CX) company, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors.

2021 66

What Is A Telecommunications Call Center

Magellan Solutions

Key differences and advantages of a contact center vs call center. Simply put, call centers let customers call. On the other hand, a contact center keeps you in contact through any customer service channel. In the end, you must decide which of those channels are preferred by your customers.

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.

How to improve your supply chain experience management to benefit customer experiences


Loyalty Improve your supply chain experience to improve CX

2021 81

Comparing Enterprise Chatbots with Basic Chatbots


In a world driven by the culture of immediacy and self-service, the provision of fast, high-quality responses to every request from customers and interested parties, all while reducing direct service contact, has become critical.

2021 61

Want to Know How Customers Think? Just Ask… Yourself! 


One quick search on the internet brings up thousands of articles about ‘what your customers really want’ and ‘one thing customers are looking for but will never tell you’.

2021 60

Calabrio Unlocks Voice of the Customer Business Intelligence with Newly Launched CXI Solution

CSM Magazine

Calabrio , the customer experience intelligence company, today announced the availability of Enterprise Customer Experience Intelligence (CXI) to better connect and elevate the modern enterprise with voice of the customer business intelligence.

2021 60

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.