Tue.May 17, 2022

The biggest digital transformation trends in 2022 and beyond

Adrian Swinscoe

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]. The post The biggest digital transformation trends in 2022 and beyond first appeared on Adrian Swinscoe


Want to Win the Great Retention? Prioritize Employee Mental Well-Being

The DiJulius Group

For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives.


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CX Mission Moments: 3 Ways to Turn Words into Actions

Experience Investigators

There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your customers, no matter what.

CX 85

What is customer satisfaction score? (+ how to measure CSAT)


Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year.

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Customer Journey Mapping Examples

Heart of the Customer

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.

More Trending

How to Use Video Marketing to Generate More Leads

Customer Think

The face of digital marketing is evolving. In the wake of COVID-19, businesses are changing the very framework they use to operate on a day-to-day basis. They’re adapting to a shift in consumer behavior that’s come about as a direct result of the pandemic.


Read Different to Think Different

Conversation Agent

Is there a good way of knowing things you can use? I've been asking myself this question more frequently as of late. On one hand, you can train yourself to ask better questions. Which is especially useful about topics that are right under everyone's nose. Take the internet, for example.


9 Social Media Marketing Tools To Boost Your Online Presence In 2022

Customer Think

Social media is one of the most powerful yet free marketing tools available to businesses. Business owners and entrepreneurs have started to invest more time and resources into social media marketing. According to a survey, approximately 4.48

Amazing Business Radio: Dan Cockerell

Shep Hyken

Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie.

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Customer Experience Leaders Can Learn from Baseball

Customer Think

Baseball and other team sports are more than relaxing, entertaining social experiences. In fact, they’re great metaphors for business success. Wins mean stronger relationships with fans, whose enthusiasm generates sponsorships and sales of tickets and memorabilia, etc.

Sports 102

You’re going to need a better bot

MyCustomer Experience

YThe verdict on bots is in: consumers like them. Seventy-four percent of them prefer chat bots when asking simple questions, 65% feel. 6th Jun 2022. By Dragoradknezi CEO and Co-founder


Top 5 Branding Problems Small Businesses Face

Customer Think

Small businesses take time to establish themselves in the big brand. And, if you fail to establish a brand, then your business won’t be long-term. The brand brings the trust of customers. Most small businesses fail just because they can’t gain trust. The first few years are terrifying.


Net Promoter Score (NPS) Benchmarks for Customer Success Professionals


Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score.

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

Five Reasons Why Employee Experience Is Important In 2022

Customer Think

Employee experience, popularly known as EX, is defined as the view that employees hold of their employers. Right from onboarding to the final day, everything that an employee absorbs from his or her working conditions contributes to the employee experience.


Customer Experience Management: What Is It & Why It Matters

Ameyo Callversations

Achieving the expected customer satisfaction is the central tenet of the contact center of any organization. Customer communication is more about customer needs than the organization’s goal of selling its product.

10 Best Practices When Designing Website Pop-Ups

Customer Think

Even the most entertaining advertisements are intrusions. The viewer didn’t request them and probably doesn’t want to see them! But, as the name suggests, pop-up ads are notoriously intrusive. When implemented badly, they’re like a screamer in a horror film.

Updates to sentiment analysis


Introducing better sorting, word clouds and driver trend analyses [link] Colour coding and sorting We’ve changed the colouring of the chart to green and red. Green represents drivers that contribute to satisfaction and loyalty. Red represents drivers that contribute to churn.

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

3 Ways Retailers Can Expand Multilingual Capabilities Beyond Customer Service

Customer Think

Many organizations relied on AI to scale up operational capabilities during the pandemic. These capabilities helped organizations do more with less, and leverage existing talent to reach new international markets.

How to grow revenue and get rapid ROI with Digital Engagement


Fact: you can use Puzzel Digital Engagement on your website to increase your average order value by 30% and get 35% better conversion. But how do you actually achieve those results?

Navigating Supply Chain Pressures with Payments Technology

Customer Think

Supply chain issues aren’t going anywhere. Before the next holiday gifting season, companies can help ease supply chain pressures by re-assessing their B2B payments strategies to better handle cash flow, defend against fraud, and meet customers where they are.

Mass market, nano media: The future of marketing is engagement

Inside Intercom

A couple of weeks ago, I spoke about the future of engagement at AdWorld 2022. If you were there, you probably left excited about the evolving world of marketing. If you didn’t make it, we’ve put together a recap so you can catch up on what you missed. Here are the top takeaways.

Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

6 Elements That Convey Quality To Customers

Customer Think

Photo by Pixabay, CC0 1.0 Customers are a valuable commodity that businesses compete for in all markets. Thus, companies always try to outwit each other by developing ways of cutting through the noise and capturing customers’ attention.

How the metaverse will change customer experiences

MyCustomer Experience

HFashion and retail brands are already taking impressive steps into the metaverse and creating genuinely exciting experiences for their fans. 6th Jun 2022. By Dave O'Flanagan

[Research Round-Up] B2B Highlights From “The CMO Survey”

Customer Think

Source: The CMO Survey (This month's Research Round-Up is devoted entirely to the most recent edition of The CMO Survey, which was published in late February. The CMO Survey has been conducted semi-annually since 2008, and it consistent. Blog Digital Marketing

B2B 74

Winning senior manager buy-in for ROI on CX solutions remains a challenge

CX Network

When CX projects are tracked, the results are generally positive for more than half of CX practitioners surveyed, suggesting senior manager buy-in should be easier than it often is

CX 52

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.