2022

The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

2022 470

Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary.

2022 265
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

The ultimate guide to customer service

GetFeedback

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience. Guides

2022 307

Engaging Younger Audiences: How to Reach Gen Z Customers

Alida

For the generation hailed as being constantly connected, it can be a struggle to effectively reach out to members of Gen Z (or Zoomers). With a spending power of over $140 billion , consumers born after 1996 are a force to be reckoned with and their influence on the economy will continue to grow.

2022 195

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 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience

Customer Bliss

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond).

2022 234

More Trending

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction.

2022 203

Multi-Lingual Digital Customer Service is Easier Than Ever | Creative Virtual

Maria Ward

Technologies like automatic machine translation are making it easier to offer multilingual customer service on digital channels

What Is a Journey Health Score?

Shawn Phillips

Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers

2022 163

The Three Leading Causes of Customer Churn

Retently

Churn. It’s that awful, nasty, revenue-crushing word that every SaaS company has to deal with at some point in their customer lifecycle. Some companies experience a massive churn rate and have to fight for every customer.

2022 124

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.

Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me.

Three Elements that Create and Sustain Employee Engagement

InMoment XI

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux.

2022 437

68 Customer Support Email Address Name Ideas

CX Accelerator

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs.

2022 271

New job in customer experience? Do this on the first 90 days

GetFeedback

Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters. Articles

2022 324

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!

How lululemon Co-Creates Experiences with and for Their Customers

Alida

lululemon is a Canadian athletic apparel retailer with massive global appeal that creates high-performance athletic apparel and accessories through a human-led design approach.

2022 201

4 Ways to Provide Personalized Customer Service

Kayako

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

2022 98

When It All Comes Down to Business, It’s “People First”

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people.

2022 135

3 Ways to Improve your Customer Experience with Warm Transfers

TechSee

“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” ” You explain that you are following up on your insurance claim for damage to your vehicle that you submitted online using the insurer’s portal.

2022 174

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!

Can Conversational AI Make Your CX More Human and Empathetic? | Creative Virtual

Mandy Reed

Often criticised for removing the human touch from customer experiences, conversational AI virtual agents can help employees be more human and empathetic

Survey Says: Close the Loop!

Shawn Phillips

Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started

The Complete Guide to CSAT: Definition, Calculation & 2022 Benchmarks

Retently

Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . But how do you prevent situations like that from getting out of hand?

2022 121

Five Lessons On How To Personalize the Customer Experience

Shep Hyken

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication.

2022 114

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!

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience

InMoment XI

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. .

2022 411

Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization

CX Accelerator

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it.

2022 198

How to provide more personalized customer experiences

GetFeedback

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report. Articles

2022 310

Alida and Rybbon Increase Customer Engagement with Digital Incentives

Alida

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base

2022 207

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.