Sat.Jul 02, 2022 - Fri.Jul 08, 2022

How Quick Service Restaurant Brands Can Drive Profitable Guest Experience Programs

InMoment XI

Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting.

2022 382

CSAT vs. NPS: Understanding Customer Success Metrics


You may have heard, “You can’t manage what you can’t measure.” ” It certainly rings true when considering goals like improving efficiency or controlling labor costs.


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The Ultimate Guide to Create Effective Survey Questions


This may come as a surprise, but survey design can be a creative process. With so many question types available, it can be overwhelming. Which question type should you choose? Customer Experience

2022 130

As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving.

2022 133

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Brand Equity: What It Is, the Benefits, and How to Build It

InMoment XI

When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name.

2022 335

More Trending

The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn


In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift.

2022 85

Forrester Praises Amdocs’ VoC Program as Designed To Strengthen Client Relationships


Early in June, Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, joined Ryan Tamminga, SVP of Product and Services at Alchemer, onstage at the Forrester Research CX North America 2022.

2022 82

4 Keys to Transforming Your CX Program to an ROI-Focused, Revenue Generating Machine

InMoment XI

2022 is being branded as “ The Year of the Squeeze. Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both.

2022 356

Exercise Executive Empathy To Get Stakeholders Excited About CX

Forrester Digital Transformation

How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX. Age of the Customer customer experience customer experience management Customer Experience Strategy promoted

2022 83

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.

It’s Time to Shift Right


It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success.

2022 89

Why Your Brand Needs a Total Experience Strategy

CSM Magazine

Total Experience can be a powerful tool for engagement and growth, but only with an intentional strategy behind it. Kate Kompelien, Executive Director of Experience Strategy at Avtex, explains.

2022 56

How to Build a Chatbot in 8 Steps without Coding


As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT).

2022 69

Firms Struggle To Embed Sustainability In Customer Journeys

Forrester Digital Transformation

CX leaders can ensure that sustainability is more than just good words and intentions by weaving their firm’s sustainability goals into customer journeys as they unfold. But many CX pros miss the opportunity because they: Fail to make sustainability real.

2022 83

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

5 Top Customer Service Articles of the Week 7-4-2022

Shep Hyken

Each week I read many 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. 7 Top AI Trends in Customer Service by Zendesk.

2022 62

Why Prioritizing B2B Customer Experience Matters?

Zonka Feedback

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up.

2022 76

EXECUTIVE INSIGHTS – In Conversation: Rob McDougall, CEO of Upstream Works, on AI & Setting Expectations in the Contact Center

Upstream Works

Rob McDougall is the driving force behind Upstream Works Software. He is passionate about using the best technology to make the agent experience better. With so much technology change, this is hard to do, but the stakes have never been higher for contact centers.

Six Customer Experience Terms Every CEO Should Know


This article was originally published in CXBuzz. Customer Experience (CE) is an essential component for any modern organization focused on accelerating growth and delivering amazing outcomes for its customers.

2022 60

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Amazing Business Radio: Matthew Holman

Shep Hyken

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers.

2022 62

The Best Twitter Analytics Tools

Brandwatch CX

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account.

2022 109

A utility’s journey to a more digital customer experience

West Monroe

Becoming digital is not simply a project that utilities embark on. Rather, it’s an evolution and a way of being that will be necessary for survival.

2022 83

Why HealthGrades reviews matter in the healthcare industry


Patients across the country turn to HealthGrades when they’re searching for new healthcare providers.

2022 75

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

70+ Rating Scale Questions to Make your Surveys Engaging


A close-ended survey question that evaluates how the user responds to a question about a particular brand or product is called a rating scale. The respondents are asked to choose from a number of options where the choices are between two extremes.

2022 52

When Your Company Becomes a Verb

Shep Hyken

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark.

2022 64

Strong Investment in CX Sees Sabio Group Drive Record Growth

CSM Magazine

Sabio Group , the digital customer experience (CX) transformation specialist backed by Horizon Capital has announced strong financial and operational performances in its annual report and accounts, published today. In the year to Sept 30 th 2021, the Group’s turnover increased by 52.8%

2022 56

Episode #24 – Building Community to Improve the Employee Experience

Russel Lolacher

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry.

2022 52

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.