Sat.Jun 03, 2023 - Fri.Jun 09, 2023

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Top 5 Customer Service & CX Articles for the Week of June 5, 2023


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. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

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Customer Experience Should Be Part of Your Continuous Improvement Efforts

Middlesex Consulting

Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams. Therefore, to grow, customer experience improvement should be integrated […] The post Customer Experience Should Be Part of Your Continuous Improvement Efforts appeared first on Middlesex Consulting.


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Bridging the CX Perception Gap

Horizon CX

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.

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Great customer experiences don't happen by accident

Hello Customer

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.

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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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Shifting to the Employee Experience (EX) Mindset with Tiffani Bova


Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

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Live Session: Grow and Develop your Skills in SAP Customer Experience and CRM Solutions

SAP Customer Experience

Dear SAP Community! I’m back writing about some SAP CX Product Learning news! Did you know that we offer 14 different training courses and more than 20 elearnings? What if I tell you we offer currently about 25 live session where you can interact with an expert trainer? Other learning.

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BEWARE “Out of Sight Out of Mind”

Waypoint Group

Building Bridges Is More Important Than Ever! CS must be about building coalitions – with customers AND internally – to drive the right outcomes and experiences. Internal coalitions are more important than ever, as a full 54% of CS professionals report being remote full-time. You NEED Product, Services, Support, Sales, Marketing etc. to drive the right initiatives that drive the right improvements for customers.

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The ideal airport lounge experience

Maru Group

By Steve Brockway Maru/Matchbox | June 2023 Air travel has had its challenges over the last three years; airlines and airports need to entice their frequent flyers back to drive both volume and profitability, and one of the ways of doing this is through the airport lounge experience to ensure traveling is a pleasurable experience for premium and frequent flyers.

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8 Benefits of Live Chat for Customer Experience


Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. A simple tool your business can begin using quickly and easily to help combat this issue and gain a competitive edge is live chat. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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Embracing Online Education: Advantages of Earning Graduate Credits and Degrees for Busy Professionals

CX University

In the wake of the Covid-19 pandemic, education has experienced a profound transformation, with online learning taking center stage. As professionals juggle their careers, personal lives, and the pursuit of higher education, earning graduate credits and degrees online has emerged as a convenient and flexible option. This article explores the advantages of online education for busy professionals, highlighting the evolution of education since Covid-19 and emphasizing the importance of finding the

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Social Media Engagement Strategy: 5 Must Knows


Follow these 5 action items to build an effective social media engagement strategy and capture your audience.

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Maximizing Email Deliverability: 10 Email Content Considerations


In this blog, we will review key areas that you should double-check when setting up your organization’s email marketing campaigns (you may also refer to our Email Dos and Don’ts blog). While it may be tempting to rush through the content creation process, this stage is pivotal as it represents the culmination of all your efforts with your subscribers.

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How U.S. universities can improve limited submission processes


Research administrators provide real-world recommendations on optimizing limited submission opportunities in the U.S. The number of new U.S. government limited submissions has nearly doubled over the last three years and now make up between 16% and 20% of all U.S. government funding opportunities, according to data from Pivot-RP ®. These limited submission opportunities, which restrict the number of submissions a single institution can submit, are also becoming more complex and are often confine

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The Ultimate CX Solution: Combining Software + Service

In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

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Demystifying AI: How Humans and Machines Can Work Together

Doing CX Right

Kate Bradley Chernis, Co-Founder of, and Stacy Sherman explain how Artificial Intelligence (AI) complements human efforts and tactics to enhance customer experiences. The post Demystifying AI: How Humans and Machines Can Work Together appeared first on Doing CX Right.

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Industry Pioneer Stephan Dietrich Joins Optimove Board: “The stars are aligning”


Optimove is serious about providing the best, all-in-one Customer-Led Marketing solutions to any brand looking to grow the right way via their existing customers. But merely saying that is easy. Backing that up with steps that bring us and our clients closer to that goal is much harder.   This is why we’re delighted to announce the addition of top-tier serial entrepreneur Stephan Dietrich to our Board of Directors as an independent, non-executive member.

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How to Recognize At-Risk Accounts to Minimize Churn

Kapta Customer Success

Key accounts are the lifeblood of your business. Losing even one of these VIP clients can be a huge blow to your business. Although you’d prefer to retain key accounts forever, it’s impossible to have a churn rate of zero.

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Maximize the impact of customer feedback: Introducing HappyOrNot Managed Service

Happy or Not

At HappyOrNot, we understand that continuously improving your business based on customer feedback is the key to success. That’s why we provide a comprehensive SaaS solution, including feedback terminals, an analytics platform, integrations, and support services. Now, we’re excited to introduce our Managed Service, a subscription-based offering that takes your HappyOrNot experience to the next level.

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The Complete Guide to Conversational AI for Your Business

In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

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Revenue Operations: Driving Better Customer Experiences And Growth

Forrester's Customer Insights

In constantly changing and highly complex B2B markets, organizational growth hinges on the ability to uncover value for customers. Forrester Decisions for Revenue Operations is designed to help organizations strengthen alignment across the revenue ecosystem to maximize customer value and company performance.

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Introducing Intelligent Insights Reports


Comprehensiveness and Completeness in the Reporting of your Telecom Infrastructure. There are two very important aspects to consider when it comes to the reporting of your telecom infrastructure: comprehensiveness and completeness.

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Product Update: Feedback Summarizer


We're excited to expand our generative AI-powered features to further improve your feedback analysis experience! Users want an easy way to summarize their data across the board, to instantly understand how and why their score has changed, or what customers are requesting the most. This is exactly what Theme Summarizer does for any selected theme or sub-theme in the Analysis tools.

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Different Types of Sampling Techniques in Qualitative Research

2020 Research

Key Takeaways: Sampling techniques in qualitative research include purposive, convenience, snowball, and theoretical sampling. Choosing the right sampling technique significantly impacts the accuracy and reliability of the research results. It’s crucial to consider the potential impact on the bias, sample diversity, and generalizability when choosing a sampling technique for your qualitative research.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

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Introducing Forrester’s Revenue Growth Framework

Forrester's Customer Insights

Boost bottom-line profitability with a strategic approach to top-line revenue growth. using five levers. Meet the revenue growth framework.

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Building A Sense Of Community: American Airlines Opens Its First Hotel

The DiJulius Group

There’s a common thread that connects each and every one of us, you just have to take the time to find it. Some people have an automatic connection, others end up connecting in funny ways. Think about how a concert can unite thousands of strangers. Completely different age groups, economic statuses, genders, political viewpoints, and. Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group.

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Future of Conversational AI For Pharma And Healthcare


Last Updated on June 4, 2023 ChatGPT is everywhere. Google Bard is (almost) everywhere. The old way of doing things is over. Artificial Intelligence is not science fiction or something that “computer scientists” are “working upon.” They are now very much part of our everyday lives. Goldman Sachs says that AI will take 300 million [.] The post Future of Conversational AI For Pharma And Healthcare appeared first on Kommunicate Blog.

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Streamlining SOX Audits with eSignatures: A Case Study

Circular Edge

Streamlining SOX Audits with eSignatures: A Case Study - Phibro Animal Health Introduction: For businesses operating in heavily regulated industries, compliance with laws and regulations is a crucial aspect of their operations. This is especially true for publicly traded companies that undergo quarterly SOX audits, which involve extensive documentation and sign-offs.

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The B2B Sales Leader's Guide for Any Economic Environment

When economic headwinds pick up, sales leaders are the first to sound the alarm — and chart a new course. Longer sales cycles, larger buying committees, increased price pressure, and smaller teams can quickly combine to reduce your margin for error and increase the urgency to find a solution. To thrive in a challenging environment, sales teams need a rock-solid grasp of the fundamentals and the biggest force-multipliers they can get their hands on.