InMoment XI
SEPTEMBER 28, 2021
Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty?
Experience Investigators by 360Connext
DECEMBER 14, 2021
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office.
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GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
Customer Bliss
APRIL 23, 2021
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,
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
Alida
AUGUST 24, 2021
There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple. Customer Experience Media & Entertainment
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership).
Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way.
ShepHyken
AUGUST 18, 2021
I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more.
Help Scout
JULY 20, 2021
Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization.
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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.
TechSee
JUNE 16, 2021
Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users.
InMoment XI
SEPTEMBER 21, 2021
There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers.
Experience Investigators by 360Connext
AUGUST 17, 2021
Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward.
GetFeedback
FEBRUARY 19, 2021
The ultimate guide for using VoC surveys to improve the customer experience. Guides
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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.
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Customer Bliss
AUGUST 30, 2021
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home.
Alida
NOVEMBER 10, 2021
We sat down for a virtual fireside chat with Jenny Yi, Sr. Community Insights Manager at J.Crew Group, Inc. to learn their secret to long-standing success in the retail space.
CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception.
BlueOcean
OCTOBER 7, 2021
Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service?
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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.
Bill Quiseng
APRIL 18, 2021
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.
ShepHyken
APRIL 30, 2021
Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?.
Heart of the Customer
MARCH 9, 2021
How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning.
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help.
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Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
InMoment XI
DECEMBER 21, 2021
This article was originally published on CustomerThink. Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T.
Experience Investigators by 360Connext
AUGUST 31, 2021
What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback.
GetFeedback
APRIL 22, 2021
A detailed explanation of the different between customer experience and user experience. Articles
Customer Bliss
JUNE 9, 2021
“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.
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Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!
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