Sat.Mar 27, 2021 - Fri.Apr 02, 2021

Find Balance in SMS Self Service and Proactive Engagement

Russel Lolacher

The thing about expectations is they never go down. SMS self service is no different. Customers are getting exceedingly comfortable navigating digital engagement with brands.

2021 52

What Are Micromoments, & Why Are They So Important?

Experience Investigators by 360Connext

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” ” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them.

2021 153

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2021 is the Year of Omnichannel Customer Engagement – Here’s Why


Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions more into unemployment.

2021 52

What is Customer Experience Management?


How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides

2021 212

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.

Exploring the Impact of COVID-19 on Customer Behavior


What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19.

2021 156

More Trending

What are video surveys & why should you use them?


A video survey is a qualitative research survey with one or more embedded video questions. Customer Engagement

2021 130

How to Deliver Market-Leading Customer Service thanks to Automation


Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands.

2021 85

One Size Fits All? Not for Metrics!

Heart of the Customer

Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. You’d push back immediately.

2021 99

How to Scale Customer Success Operations


If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion?

2021 96

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 Optimize Customer Retention in the Insurance Industry


Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. Research from CallMiner revealed that avoidable churn costs businesses $136 billion in the U.S. alone.

2021 75

Guest Post: The 4 Most Common Misconceptions About Customer Service


This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences.

2021 73

3 Ways to Use AI Right Now to Support Remote Contact Center Agents

NICE inContact

Contrary to some science fiction movies, artificial intelligence (AI) hasn't subjected humans to robotic overlords. And contrary to some current opinions, contact center AI isn't all about replacing customer service agents with armies of bots.

2021 83

The Challenges of Scaling Personalization: Demystifying The Ultimate CRM Goal


Personalization in the marketing world is a concept that has been thrown around for a long time. It has meant everything from placing a customer’s name in an email, to dynamically matching the best available offer with each customer, in realtime.

2021 83

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!

4 Ways Automation Can Help Create A Consistent Customer Experience


Guest blog post by Jay Ripton. The business environment is still just as competitive as it was before the pandemic. However, there is less tolerance for ineffectiveness and incompetency in customer interactions and engagement as expectations change radically.

2021 63

Solvvy Launches Child Language Understanding and Management Solution for Youth


Solvvy, the Next-Gen Chatbot and Support Automation Platform, today announced that it has added new capabilities to help parents better interpret and manage requests from their own children.

2021 81

Sound and Smell: The Crucial Missing Aspect in Your CX Design

Beyond Philosophy

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note.

2021 98

Get to Know Your Customer Day


It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year.

2021 77

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.

ChurnZero Earns a 2021 Top Rated Award From TrustRadius


ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. With a trScore of 8.2

2021 65

6 Steps in Launching a Successful Customer Service Initiative that Lasts

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1.

2021 64

11 Tips for a Great Contact Center Script

Call Experts

A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? It’s a file that plainly and concisely lays out how contact center representatives and technologies are expected to manage your callers.

2021 56

Amazing Business Radio: Adele Gutman Milne


The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective.

2021 65

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.

CXone-Empathy Combination Enables Bayada Home Health Contact Center to Care for Customers

NICE inContact

No one would disagree that technology has improved customer service exponentially.

2021 62

Contact Centres Moved to The Cloud During the Pandemic: Here’s What They’re Expecting Next

CSM Magazine

Nearly three-quarters of contact centres that moved to the cloud did so during the pandemic. Here’s what they’re expecting next. .

2021 56

Ease of Doing Business: Best Customer Experience Leading Indicator


Ease of Doing Business: Best Customer Experience Leading Indicator optimizecx. Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries.

2021 62

5 Top Customer Service Articles For the Week of March 29, 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 57

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.