Sat.Nov 06, 2021 - Fri.Nov 12, 2021

And the winners are…congratulations to our LISTEN 2021 Award recipients!


We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients


Customer service teams: the time for more service advocacy is now

Adrian Swinscoe

Customer service teams are often taken for granted. Some of you may think that that is a strong statement. But, if you look up the expression […]. The post Customer service teams: the time for more service advocacy is now first appeared on Adrian Swinscoe


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Prioritization and Decision-Making Tools: The Rice Scoring Model


As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made.

CX in 2021 & Beyond: Delivering Next-Gen Customer Experiences at Scale


Vijai Shankar, Vice President, Uniphore, What are the key transformative initiatives that will shape tomorrow’s customer experiences? Research shows that enterprises are betting on automation and AI to lead the way.

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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.

A New Old Look at Work-Life Balance

The Belding Group

Maybe you're looking at work-life balance the wrong way. Yes, working is something we have to do to survive. We also, however, have to eat to survive. Yet, how often do you hear someone roll their eyes and say, "Having to go to a restaurant is cutting into my Eat-Life balance.".


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Tips to Activate Your Customer Personas


A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires.

Building the CX Tech Stack of the Future


Ravi Saraogi, Co-founder and President APAC, Uniphore and Loan Kiss, Sitdown Events. As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape.

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A Fast Answer or the Right Answer

Shep Hyken

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away.

14 Actionable Live Chat Metrics to Start Tracking Today

Help Scout

Live chat metrics make it easy to understand how your team is performing and how your customers feel. Here are 14 to start measuring today. Read the full article


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.

What Indeed can teach us about brand promises

Inside Customer Service

The job search site, Indeed , ran baseball-themed commercials during the recent World Series broadcast. In this one featuring Los Angeles Dodgers pitcher, Max Scherzer, Scherzer uses baseball analogies to coach an applicant looking for a sales management position.

Banking on Great Conversations


For the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs.

6 Ways to Remove Employee Roulette from your Brand’s Customer Experience

The DiJulius Group

Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? If so, then you have what is known as employee roulette. Employee roulette is a problem most organizations have.

Buyer's Guide to Choosing the Right Customer Support Tool

Help Scout

Use this guide to identify your specific support software needs, understand the types of solutions to look for, evaluate your options, and get leadership buy-in. Read the full article


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.

What’s Impeding Change in Your Business?


You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together?

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Preparing for the Journey Ahead


Travel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air.

The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Beyond Philosophy

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now.

The New Normal: Today’s Brand Must Elevate Customer Experience to Compete


The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers.

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.

CX Journey™ Musings: Values Create Value


Culture is so important to your business. The right culture is even more important. If you ask me, the right culture is always one that is customer-centric. Putting the customer at the heart of the business is what makes the world, er, the business, go round.

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Fulfilling Conversational AI’s Promise in Your Contact Center


Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale.

A Wonkish Look at First-Principles Thinking

Heart of the Customer

I’ve been thinking lately about why we measure things like, for example, Net Promoter Score (NPS). What are we actually doing? These thoughts are prompted by Reid Hoffman’s great new book, Masters of Scale. (In

Open-Ended Questions: Get Feedback With More Context

Zonka Feedback

How often have you created a feedback survey with an “other” option in your multiple-choice questionnaire? This option is for when your respondents may have an answer other than what’s already in the questionnaire.


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.

Top 4 Steps to Integrate Chatbots into Customer Service


Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality.

Conversational AI is Transforming the Future Contact Centers


Contact centers can adapt to a post-pandemic world and be future-ready with conversational AI and automation. Over a year after the onset of the pandemic, contact centers are looking to transform and enrich their operations with conversational AI and Automation technologies.

How To Create Unforgettable Experiences

Doing CX Right

Ryan Estis, a motivating leader, shares how to create unforgettable experiences that will touch the core of your heart and your customers too. The post How To Create Unforgettable Experiences appeared first on Doing CX Right. DoingCXRight®? Podcast customer service happiness leadership Ryan Estis

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Keeping Customer Retention for Your SaaS (or Digital Service)

Zonka Feedback

The Software-as-a-Service (SaaS) business industry is one of the fiercely competitive marketplaces. No wonder the brands have to go out of their way to acquire customers. However, the challenge doesn’t end there. Customer Feedback

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.

The Key to a Great Customer Experience is Collaboration

Customer Think

I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their fe.

Prioritizing CX and agent experience with AI and automation


Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. In a digital-first post-pandemic world, organizations need to pay close attention to the customer experience and agent experience alike.

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What is a sales budget? Use, example, and purpose


Every company needs a sales plan. Without a plan, it’s easy to lose track of sales goals, lose momentum, and ultimately, lose money. Sales budgets can help—they make it easier to form concrete sales plans and greatly simplify sales management.

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