Sat.Sep 24, 2022 - Fri.Sep 30, 2022

3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason.

2022 455

Your guide to customer engagement software


You have the perfect product idea—one that customers will love—and the research about who your customers are. But just having the ideal product isn’t enough; you need to engage customers in a way that makes sense to them. Customer engagement software is useful… if you know how to use it with.….

2022 130

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Trending Sources

Do B2B Better Excerpt #3: Dow

Heart of the Customer

As I mentioned in my last posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way.

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The Future of Customer Experience in Banking in 2023


By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations.

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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.

5 Ways Retail Banks Can Leverage Customer Data Effectively

InMoment XI

Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience.

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Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them


Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry.

2022 78

Posters on the Walls

Shep Hyken

I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life.

2022 94

Call Scripting: Definition, Tips, and Examples

Customer Experience Update Submitted Articles

Call scripts are used in a variety of industries to provide customer service with efficiency and accuracy. This article explains why call center scripts are useful and how to develop your own. Customer Experience Calling

Why homegrown tools won’t cut it for scaling customer success programs


Over the past 15 years, we have seen dramatic—even seismic—changes in technology. Whether it’s opening a bank account from the comfort of your couch, navigating an unfamiliar city, or building new relationships, we’re increasingly turning to technology to solve challenges in our personal lives.

2022 80

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Flexible Research for More Flexible Insights

dscout People Nerds

How Hinge Health’s UXR team uses a mixed-methods practice to both engage stakeholders and adapt to an evolving—and ever critical—healthcare space

2022 87

Successful Digital Transformation Requires These 2 Strategies

Upstream Works

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

2022 78

How to Celebrate Customer Service Week 2022 (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

2022 72

Get Your Customer Support Team the Respect it Deserves


Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes.

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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!

Are you Ready to Discuss Justification for a Price Increase With Customers?

Integrity Solutions

It is no secret that costs are on the rise and that finding justification for a price increase is as easy as looking at everyday purchases.

2022 63

3 Tips to Improve Internal Customer Service Through Technology


In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy.

2022 62

Did Our Predictions For 2022 Come True?

Forrester Digital Transformation

We made bold predictions for 2022. We weighed in on edge computing, CX, B2B marketing, cybersecurity, and more. Discover which predictions came true and which ones missed the mark as we prepare for Predictions 2023.

2022 78

CCXP Exam Joys, Struggles & Rewards


CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker. CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management.

2022 62

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

A Superb Read to Help You Move Your Business Ahead

Middlesex Consulting

If you want to improve quality, cut costs, and get better outcomes, then you should read the book I just read about how to improve patient outcomes, cut medical expenses, and prevent many deaths in the surgery suite and the ICU.

5 Top Customer Service Articles of the Week 9-26-2022

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. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane.

2022 60

RevealCX Achieves Platinum Partner in COPC Inc.’s ATP Program


WINTER PARK, Fla., 26, 2022—  COPC Inc. is pleased to announce that it has once again approved Nexcom’s RevealCX as a Platinum Partner in the COPC Approved Technology Provider (ATP) program. RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution.

2022 63

National Customer Service Week 2022!

Myra Golden Media

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week!

2022 62

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Two types of KPIs

Customer Enthusiast

When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your industry and job function. If you work in a hotel, you may be thinking about KPIs such as occupancy, average daily rate, and revenue per available room.

2022 55

Amazing Business Radio: Mita Bedi

Shep Hyken

Customer Delight as a Survival Strategy. How Customer Experience Can Save Businesses in the Current Economy. Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform.

2022 63

Leading Experience Management During Uncertain Times

Doing CX Right

Bruce Tempkin, head of Qualtrics Experience Management (XM) Institute, explains 6 rules for leaders to "boost inertia" and radically improve customer service, employee satisfaction, and all human experiences at scale.

2022 60

How businesses benefit from reputation management companies


A business’s reputation has always been essential to attract leads and drive revenue. And in today’s digital world, nearly every business has its reputation on full display online. A bad reputation can turn potential customers away and drive them towards your competitors instead.

2022 69

How to Address the Needs of the Next Generation of e-Commerce Customers

Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert

Join Jenn VandeZande, Beth Scott, Nikki Grigsby and Levana Wang for this insightful and topical conversation on the modernization of e-commerce tech.