Wed.Oct 05, 2022

How to capitalize on customer feedback with conversation intelligence


It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism

When Sales and Customer Service Collide

Shep Hyken

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car.

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Product News – September 2022


Here are the improvements we have brought to Lumoa in the past month. Share data with other users. We want everyone to be able to act based on the voice of the customer.

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Nudging for Improved Customer Experience and Agent Performance


The concept of nudging in business isn’t brand new. It’s the idea of guiding someone toward an action. Nudges don’t remove freedom of choice, they make a certain choice more attractive. The aim is to make those preferred choices beneficial to the chooser.

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.

What Marketing Leaders Should Do NOW to Prepare for a (Possible) Recession

Customer Think

B2B marketers have faced a parade of unprecedented challenges since COVID-19 reared its head in early 2020, and it now appears that 2023 will bring a new round of challenges. Faced with the highest level of inflation in four decades, the U.S. Federal. Blog Digital Marketing Editor's Pick

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How Conversational AI can bridge the gap in retail?

Customer Think

Annabelle was flipping through the colorful pages on her tablet. On the screen, she saw an animal that looked strikingly similar to a skunk; however, it was named Zorilla. She blurted out, “Alexa, why do they call that animal a zorilla, while it appears to be a skunk?”

Retail 101

8 Ways to Collect Product Feedback

Zonka Feedback

Product Feedback is an essential component when you want to run a product successfully in the market. Product Feedback is the information that your product users share regarding their experience and satisfaction with your product. Feedback Management


Four Ways to Cut the Clutter and Revamp Your Data for CX

Customer Think

Cluttered and siloed data can stand in the way of providing a great customer experience. However, when customer data is decluttered and analyzed properly, businesses gain valuable insights into customer behavior, which can shape internal decisions and create new revenue streams.

CX 100

10 ways to keep delighting your customers when your budgets are under pressure

Steven Van Belleghem

1. Make it easy to find and contact you. I think we can all agree that few things that are more frustrating than very well hidden contact details on a website. Chatbots or FAQ are not always the right answer.

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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.

Discovery, It Isn’t All About Us

Customer Think

Continuing my series on selling skills we thought we knew but really don’t understand, I’m want to focus on Discovery. It’s a natural follow on to qualifying–actually it’s a complement, qualifying and discovery go hand in hand.

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Management coach Lara Hogan on perfecting the leadership craft

Inside Intercom

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance.

The Two Buying Processes: the Buy Side and the Sell Side

Customer Think

When I coined the term Buying Process in 1987 I was describing the change management steps people take between having a problem and self-identifying as buyers. In other words, the Buy Side. Over the years the sales industry has (mis)translated the term to refer to how people choose a solution.

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Four CX trends to watch this Customer Service Week

CX Network

Marking Customer Service Week 2022, CX Network looks at four trends for CX practitioners to watch

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The Key Components of Word-of-Mouth Marketing

Customer Think

Word-of-mouth marketing is one of the most powerful and time-tested methods of selling products in the consumer packaged goods (CPG) industry. Among the many advantages that word-of-mouth marketing offers is that it cost a lot less than any other method of generating consumer demand.


Built for you: Inbox updates, customizable conversation assignment, and more!

Inside Intercom

More languages, more efficiency, and more satisfied customers: Welcome to the September edition of Built for You. So much of delivering an incredible customer experience happens behind the scenes.

Learning the Value of Customer Service in Education and How to Improve It

Customer Think

“The customer should feel valued” – this phrase is repeated like a mantra by everyone, from small coffee shops to technology giants.

Intercom’s product principles: Start with the problem to achieve better solutions

Inside Intercom

“The problem we’re trying to solve is…”. That’s a common opening statement at Intercom. Not just in product reviews, roadmap meetings, or design critiques from product people, but across the company. This is the eighth post in a series exploring our product principles.

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!

A Demo Horror Story – Snatching Defeat from the Jaws of Victory

Customer Think

A few years ago, while teaching a Great Demo! Workshop I presented a slide that listed outcomes of showing too many features in a demo. As I revealed a bullet that read, “Too Complicated” I heard a gentleman in the back of the room exclai. Blog Sales Performance

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Overview Effect: an empathic, collective and universal experience


In 1632, in the Dialogue Concerning the Two Chief World Systems , Galileo Galilei brought to support the theory of heliocentrism the belief that “If you could see the earth illuminated when you were in a place as dark as night, it would look to you more splendid than the moon.”

Winning From the Inside and Outside: Why It’s Critical for Companies to Link Customer and Employee Behavior

Customer Think

Achieving best practices in customer value delivery, and reaping the rewards of positive customer marketplace behavior, means that everything organizations do with respect to managing customer relationships must be planned, coordinated, and executed in a consistent and proactive manner.

Social media platforms for your Black Friday strategy

CX Network

A guide on how to leverage social media to create a seamless purchasing journey this Black Friday

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!

6sense Delivers The Future Of AI-Guided Engagement For B2B Revenue Teams

Customer Think

The revenue leader announces 6sense® Conversational Email among its new and enhanced solutions to help marketers promote efficiencies and combat $2 trillion in sales and marketing waste.

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Akeneo Announces Category-Changing Offering, Akeneo Product Cloud, Designed to Deliver World Class Product Experiences

Customer Think

Akeneo Product Cloud will become the blueprint for c-suite leaders to consolidate, better orchestrate and optimize all of the components that go into creating a bold, compelling product story across any customer moment.


Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega

Customer Think

Today’s interview is with James Dodkins, CX Evangelist at Pegasystems.

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