CX Accelerator
NOVEMBER 11, 2022
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. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill.
InMoment XI
NOVEMBER 8, 2022
If you are an organization with thousands of customers, surveying your entire customer base can seem like a daunting task. The likelihood of all of your customers (whether they number in the thousands or in the hundreds) answering a survey is slim to none. But, customer feedback is critical to driving Experience Improvement and growing your CX program.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
NOVEMBER 8, 2022
What Does Customer Experience Success Mean to Your C-Suite? There’s a scenario that seems to repeat itself. The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. They sometimes stop there.
Feedbackly
NOVEMBER 10, 2022
Emotional Value Index (EVI®) is a CX KPI designed to measure emotional experience. It tries to capture customers’ emotional engagement with the brand as they go through different stages of the customer journey. In this regard, emotional experience is customer experience evaluated using emotions. A study by Harvard shows that 95% of purchase decisions are emotional.
Advertisement
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Zonka Feedback
NOVEMBER 11, 2022
Customer Service Agents are the face of a company when it comes to addressing customer concerns. The interactions between a customer and agent can be a defining moment in whether the business will be successful or not. When it comes to providing a great customer experience, your Customer Service agents need to put in that extra effort that can shape your customers' perspective towards building up loyalty.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alida
NOVEMBER 10, 2022
Today’s customers are unlike anything the business world has ever seen. Savvy, self-sufficient, and comfortable demanding the treatment they deserve, these consumers are reshaping the shopping experience just by raising their own expectations. The unfortunate truth is that those expectations change faster than light—so how can your brand keep up?
IntouchInsight
NOVEMBER 10, 2022
If you’re reading this, we can assume you know the importance of customer experience in driving brand growth and revenue. But today, it's easy to suffer from opportunity overload when deciding how to improve your customer experience programs. When presented with a variety of products, services, and partners the only real limitations are time and budget.
kommunicate
NOVEMBER 11, 2022
Last Updated on November 11, 2022 Looking for some amazing applications for educational chatbots in the education sector? We are here to help! Read on and find how chatbots for education are helping revive the sector. Chatbots in the Education Sector Chatbots today find their applications in more than just customer services and engagement. Rather, [.].
BirdEye
NOVEMBER 9, 2022
If you own a business that relies on appointments, you already know why it’s important to always stay organized. Appointment scheduling services can help your business run more smoothly and handle everything from online bookings to reminder texts. In this blog, we’ll explore some of the ways that appointment scheduling services can make your life easier.
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
MyCustomer
NOVEMBER 10, 2022
"Focus on small wins not big wins for CX success" Neil Davey. Friday, November 11, 2022 - 08:30. Customer experience management. MYC'D UP WITH CX LEADERS episode 10: Maneesha Bhusal, CX director, JD.ID.
ShepHyken
NOVEMBER 7, 2022
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. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. (CMSWire) Can you power an organization with love? Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.
Lumoa
NOVEMBER 7, 2022
If you looked back just a few years ago, the phrase “oh, I forgot my mask” wouldn’t mean much to you. “I’ve been self-isolating” would be equally unusual. And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience.
BirdEye
NOVEMBER 7, 2022
As a local business owner, your time is valuable. You don’t want to spend hours on the phone scheduling and confirming appointments – and you don’t want to have to rely on your memory to keep track of all your bookings. With an appointment scheduling calendar, you can see your entire schedule at a glance, easily book appointments, and send reminders to your clients.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
.png)
MyCustomer
NOVEMBER 10, 2022
Loyalty Customer trust tumbling amidst economic turmoil.
ShepHyken
NOVEMBER 9, 2022
Whenever there is a chance to learn from an iconic brand like Amazon, I jump at the chance. Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer?
Magellan Solutions
NOVEMBER 7, 2022
Insurance Back Office Support Tasks for 2023. Why do people get insurance back office support? Simple. Staff and insurance firms can find it hard to keep clients happy. And outsourcing can help businesses increase customer satisfaction. Insurance companies use various ways to improve their business processes. If they do not adapt, they might lose a lot of money.
ChurnZero
NOVEMBER 11, 2022
Customer Success is gaining ground, influence, and budget within organizations. Nearly two-thirds of CS teams added new members this year. However, CS departments remain underfunded, especially when it comes to their tech stack. These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Gainsight
NOVEMBER 9, 2022
Pulse Europe 2022 is here! The event theme “Together, We’re Unstoppable” came to life at the opening keynote by Nick Mehta, CEO of Gainsight. Along with other Customer Success, Product, and Community leaders, it underscored the need to build durable growth — now, more than ever before. . With the recent economic downturn, the one question top of mind for most Pulse attendees is: How can the Pulse community make sure our businesses are resilient and set up for long-term success?
Strativity
NOVEMBER 7, 2022
Kamra’s hiring signifies Material’s ongoing commitment to advance its employee experience. Los Angeles, CA – November 7, 2022 – Global customer experience transformation company, Material, announced today that Sharon Kamra has been named as its first Chief People Officer. Kamra assumes responsibility for the company’s overall people experience and operations, including recruiting, compensation, benefits, and learning and development.
ClearAction
NOVEMBER 11, 2022
Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. In the best of times and the hardest of times, gratitude is your key to rising above norms. In this holiday season, we’re reminded to ponder the good, express and celebrate thankfulness, and give gifts to convey appreciation for our relationships. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), we’re reminded again.
Very Best Service
NOVEMBER 10, 2022
Understanding the impact of customer service on your business is critical The behaviour of your employees towards your clients will leave a long lasting impact on your business. Every interaction is an opportunity to consolidate the client relationship or conversely a potentially destructive situation creating a long term impact on the perceived service integrity of the business.
Advertisement
The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
Steve DiGioia
NOVEMBER 8, 2022
Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well. They must get the audience riled up and engaged in the action. They’ve learned from the veterans.
Zeisler Consulting
NOVEMBER 9, 2022
Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. Part of that, naturally, is my inherent wiseass contrarian nature, sure. That said, if I didn’t really believe that there’s a better way to do things, I’d not have invented a new top-level CX metric of my own (the Brand Alignment Score ).
DemandJump
NOVEMBER 9, 2022
Social media writing skills and etiquette can be difficult to master as a business. Creative social media ideas lead to more engagement with audiences and can help build an online following that reaches more people. But where do you begin? In this blog, we share some social media post ideas for business that we hope can help jumpstart some content marketing ideas of your own!
SAP Customer Experience
NOVEMBER 11, 2022
Author of the blog: Sten Frellesvig SAP Partners, make it easier for prospects to find you. The SAP Partner Finder matches prospects with partners in their region that have the knowledge and experience they’re looking for. It’s a powerful demand-generation tool that drives opportunities for the partner’s business. Besides listing.
Advertisement
Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Expert insights. Personalized for you.
307 
Let's personalize your content