Tue.Oct 04, 2022

5 strategies for managing customer expectations


A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

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What’s On the Minds of Today’s Top CX Experts?

Blue Ocean

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers.

2022 52

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Trending Sources

Connect Customer Service Success with Customer Experience Excellence

Experience Investigators

Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success.

2022 52

Amazing Business Radio: Gregorio Uglioni

Shep Hyken

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4).

2022 52

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!

Qualtrics Announces New Real-time Contact Center Solutions to Make Agents More Productive

CSM Magazine

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers.

2022 52

More Trending

Verint Consumer Research Reveals Crucial Customer Experience Needs in the Banking Sector

CSM Magazine

Across the globe, banks continue to face new challenges. The need to keep customers feeling supported and happy while ensuring they remain loyal remains a constant and critical goal for the banking sector.

2022 52

The future is now: Driving value by integrating CS and PX efforts


Back to the Future is probably the most famous and beloved time travel movie franchise ever. .

2022 52

3 Online Business Ideas and How To Fail Them With Poor Customer Service

CSM Magazine

An successful blogger and entrepreneur once said that small companies acting big in terms of customer service, fail. On the other hand, big companies acting small in terms of Customer Service, win.

White Label Reputation Management Software — Your Key to Online Success


Your business’s online reputation is more important than ever. In the past, a company’s reputation was based on word-of-mouth and referrals. Today, your online reputation can make or break your business. A single negative review can spread like wildfire and damage your bottom line.

2022 52

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.

Forrester’s 2022 Moments Map Is Here!

Forrester Digital Transformation

Forrester’s Moments Map helps brands understand consumer awareness, adoption, use, comfort, and ultimately preference for various devices and channels. Age of the Customer B2C Marketing Channel Marketing Customer Experience Strategy Customer Insights digital business

2022 52

Building a Mobile App? Here Are The 5 Big App Trends You Need to Be Aware Of


Of course, the ultimate goal of looking at emerging trends in the mobile app development space is to ensure you’re meeting rapidly changing user expectations and delivering a customer experience that they’ll never have to seek elsewhere (aka, with your competitor).

2023 52

Hybrid Work Requires Experimentation

Forrester Digital Transformation

Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work. A majority have implemented hybrid work, a version of anywhere-work in which employees come into the office at least weekly.

How to Better Tag Your Zendesk Customer Interactions


While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority.

2022 52

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.

Hurry Up And Wait: Long Wait Times Cripple Access To Care, Health Outcomes, And Patient Experience

Forrester Digital Transformation

The US is facing a primary care crisis and long wait times, scheduling inefficiencies, and legacy technology are exacerbating the problem. Age of the Customer customer centricity customer experience digital business digital disruption Digital Transformation healthcare trends

October Atlas Highlights


Can you believe it's already Fall? Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

2022 52

SAP Sales and Service Cloud - 2211 Release Briefing Webcast

SAP Customer Experience

Dear Community, The 2211 release (November 2022) for SAP Sales and Service Cloud is just over the hill. We will be adding the release webcast-related information and assets here in our community. This will allow you to access the on-demand recording after the live event, short demos if available, slide.

2022 40

What Are the 5 Types of Content?


Content, content, content… if you’re involved in marketing in any capacity, this word probably bounces around your head all day until it loses all meaning. To break out of buzzword territory, content is information that is presented as writing, images, video, audio, or a combination of these formats.

2022 77

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.

SAP Customer Data Platform Implementation Training and Certification

SAP Customer Experience

On behalf of the SAP CRM & CX Product Learning CoE team, I am pleased to announce the official release of the SAP Customer Data Platform Implementation Training and associated certification: C4H630 – SAP Customer Data Platform Implementation Training C_C4H630_21 – SAP Certified Development Associate – SAP Customer Data Platform. Customer Experience Certification SAP Customer Data Platform Training

2022 40

The difference between market segmentation, customer segmentation, target audience and personas


If you’re new to segmentation, it’s easy to get overwhelmed with the various methodologies, especially when many use interchangeable terminology.

2022 57

How the Internet of Medical Things is Revolutionizing Healthcare


Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever.

2026 52

B2B CMOs: Your Marketing Ops Leader Is A Four-Leaf Clover

Forrester Digital Transformation

According to the old Irish proverb, “A good friend is like a four-leaf clover: hard to find and lucky to have.” Lucky indeed, because a true friend tells you the truth, even when you don’t want to hear it.

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.

Thematic company retreat 2022


The Thematic team has always been spread out geographically. The company started in New Zealand, but then we moved it to the US. For a while we had two remote offices, one in San Francisco and one in Auckland. But once Covid hit, like many small companies, we went fully remote.

2022 62

Role-Based Sales Competency Maps – I Ain’t Got Time For That! 

Forrester Digital Transformation

I get it. When I was a first-time sales enablement practitioner, just the mention of “competencies” made my eyes glaze over and my attention immediately wane. I believed that competency mapping was a theoretical exercise invented by human resources or learning designers to test my last nerve.

Online B2C Marketplaces Continue Their Rapid Global Growth

Forrester Digital Transformation

In 2023, we anticipate that two-thirds of global B2C e-commerce will come from online marketplaces. Age of the Customer B2C Marketing digital business Retail Retail Trends

2023 52

CISA Releases Directives On Asset Discovery And Vulnerability Enumeration

Forrester Digital Transformation

The Cybersecurity & Infrastructure Security Agency (CISA) kicked off Cybersecurity Awareness Month with a bang yesterday, with its latest binding operational directive that requires federal agencies to account for a complete inventory of assets and vulnerabilities.

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.