Sat.Dec 17, 2022 - Fri.Dec 23, 2022

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Voice of Customer Examples to Inspire Your CX Strategy

InMoment XI

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like.

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Who Should B2B Companies Survey: Key Contacts or Product Users?

Retently

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Who should you survey?

2022 113
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How To Ask A Client For A Referral [+ Templates]

Totango

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you.

2022 87
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Customer Engagement Predictions: Marketers Will Rock 2023 as Data Artists

Blueshift

In 2023, marketers will use AI to unlock creativity and personalization. In the past, AI was owned by data scientists, but now marketers can easily access and use AI. In 2023, marketers are the data artists, combining creativity with data and AI, for intelligent customer engagement.

2023 83
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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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How to Become an Expert Survey Builder with InMoment

InMoment XI

What do expert survey builders know that makes them so successful? Well, they’re always designing with the end in mind. From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? What will my business gain?

2022 361

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7 Strategies for Building a Winning Product Experience

Zonka Feedback

Product Experience plays a major role in the success of your product. It is the most important thing that matters to your product users. A good experience is necessary for achieving product goals like user satisfaction, loyalty and better retention.

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What Can We Learn from The Online Gambling Industry About Customer Service?

CSM Magazine

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service.

2022 65
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2023 Trends: AI for Better Agent & Customer Experiences

Upstream Works

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans.

2023 78
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Be Sure Your CSM Team Has These 5 Playbooks

ClientSuccess

Playbook Vectors by Vecteezy. For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions.

2022 68
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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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12 Best Product Experience Management Software For 2023

Zonka Feedback

When we talk about making our product successful, the one thing which is the most essential to focus on is Product Experience. Surpassing even the price and design of the product, PX is a super important aspect that users focus on while they use a product.

2023 83
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Customer Service: The Importance of Software-as-a-Service

Helpware

Customer service is now even better with software-as-a-service tools. SaaS helps companies deliver better customer experiences at much lower overhead costs. Digital CX SaaS

2022 70
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2023 Trends: AI for Better Agent & Customer Experiences

Upstream Works

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans.

2023 78
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What’s the Recipe for Effective Leadership Development?

Integrity Solutions

You don’t have to be good at everything to be a good leader. Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. That said, there are some qualities that cut across the board.

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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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8 Reasons to Conduct a Product Experience Survey

Zonka Feedback

Product Experience is all about what your product users encounter when they interact with and use your product. Product Experience is crucial for the success of the product as users focus more on the experience they get than any other aspect of your product. Customer Experience

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How to get more followers on Instagram: 12 smart tips 

BirdEye

With nearly 1.4 billion monthly users, Instagram is the fourth most popular social media platform in the world. Thanks to its massive user base, Instagram is one of the most powerful platforms for businesses around the world.

2022 69
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Customers Don’t Know the Difference Between Customer Service and Customer Experience

Shep Hyken

As I talk to people about their experiences with the companies and brands they do business with, they often use the terms customer service and customer experience interchangeably. Are they confused? Do they not know the difference? Maybe, maybe not. And in the end, it doesn’t matter.

2022 87
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Are Happy Agents the Secret to Happy Customers?

CSM Magazine

When problems occur, support teams often bear the brunt of customer frustrations; and during times of upheaval, this only increases. As crucial advocates for your business, how do you create an environment where agents feel empowered to do their best work?

2022 56
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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Identifier les bonnes performances des agents grâce à la technologie

Eptica

Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Publié le: 22 Décembre 2022.

2022 95
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How Google reviews help search rankings and SEO

BirdEye

You might be wondering if Google reviews help your ranking and boost SEO. The answer is a resounding yes. A strong online presence is absolutely necessary for gaining new customers. If people can’t find you online, they can’t do business with you.

2022 69
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How Brands Should Adjust Loyalty Efforts to Meet Customer Demands

Merkle

Marketers are facing a consumer landscape that is significantly different than the one just two years ago. Today’s inflationary pressures are influencing consumer preferences and expectations in every aspect of the customer experience. Loyalty programs are no exception.

2022 79
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Reducing Turnover in the Customer Service Industry

CSM Magazine

The percentage of employees who leave their positions within a certain timeframe is known as the turnover rate. Departures can be either voluntary or involuntary, as in the case of a lay-off or firing. There are many factors that can affect the turnover rate.

2022 52
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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

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Switching from Closed to Cloud: Worth the Struggle (But Let’s Make It Easier)

Cyara

This article has been co-authored by Shalima Bhalla, Global Lead, Partner Development, AWS and Andriy Zakharchenko, Technical Partner Manager in Sales, Cyara. customer experience cloud migration Amazon Connect AWS

2022 67
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9 Important social media trends you need to know in 2023

BirdEye

Social media is an ever-changing landscape where trends rise and fall every day. If you aren’t keeping a close eye on the latest social media trends, you might be left guessing while your follower count decreases.

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The top five Customer Success webinars of 2022 from ChurnZero

ChurnZero

2022 was a tireless year. If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never.

2022 64
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MyCustomer’s 10 most popular blog posts of 2022

MyCustomer

Engagement MyCustomer’s 10 most popular blog posts of 2022

2022 85
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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.