Sat.Jan 15, 2022 - Fri.Jan 21, 2022

Three Key Challenges Healthcare CX Leaders Face Today


Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today.

How to put empathy into action in your customer experience

Adrian Swinscoe

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]. The post How to put empathy into action in your customer experience first appeared on Adrian Swinscoe


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What the heck is a Chief Customer Officer?

Inside Customer Service

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO).

De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?

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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.

Top 5 Conversational Automation Considerations for Healthcare CX Providers


Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys.

More Trending

A Journey of One: The Future of CX

Heart of the Customer

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot.

CX 122

A Small but Powerful Surprise

Shep Hyken

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business?

AI-Powered Analytics Drive Healthcare Compliance and Personalize CX


Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences.

Land your Next Customer Success Manager Job with these 3 Tips


Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start.

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.

Not Sure What’s Missing in Your Contact Center? Video Could be the Answer

Ameyo Callversations

Contact centers act as a spine of good customer experiences.

4 Potential CX Themes for 2022 Your Best Year Ever

The DiJulius Group

It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1.

CX 87

People Skills Technique to Be Less Blunt Still Honest | #PeopleSkills #Bluntness

Kate Nasser

Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too!

Sales 87

CX Education for Employees: Why it Matters & How to Develop Your Program

Experience Investigators

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. I like to define Customer Experience as: A mindset.

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.

Know an Insurance Innovator? Bring Their Name Forward!


The new award program honors the people and companies that are helping to innovate, accelerate and enhance the insurance industry. If you would like to honor and recognize those who are innovating and modernizing the industry, nominate now!

Omnichannel Customer Engagement – Lots to Love But How to Choose?


The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence.

4 Ways Chatbots Might Be More Efficient Than Humans

Ameyo Callversations

A chatbot is an AI-integrated software application designed to provide consumers with a human-like communication experience via text messages or chats on various social platforms.

AI 83

2022: The year of customer service-led growth


While leaders navigate a constantly changing reality, they must keep thinking about how to drive their business forward. As many companies hold on deploying new initiatives until the outlook is more clear, they are eyeing where current investments can be made: such as in customer experience. Why CX?

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.

Solve Covid staff shortages with Digital Engagement


Contact centres are grappling with record staff shortages due to Covid-19. Here’s how a Digital Engagement solution can help you fill the gaps. The highly contagious Omicron variant is causing widespread staff shortages across the UK and Europe.

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13 Most Inspiring Marketing Quotes and Questions to Live By in 2022


Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation.

Sales 114

Why Artificial Intelligence is the Future of Customer Service

Customer Think

As technology advances, so does everything else. No business is immune to this, and that includes the customer service industry. Customer service roles are under much pressure these days to find new ways of dealing with complaints efficiently while still providing high-quality support.

3 Contact Center Industry Trends You Shouldn’t Ignore


Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition.

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.

5 Playbooks Every CSM Team Should Have


For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture.

Intercom on Product: Speeding back up when momentum drops

Inside Intercom

In the race to win a customer’s business, it’s not really about how good your product is – it’s how fast you keep innovating. After all, almost any product or service can be replicated by a competitor.

5 Retail Tech Ideas That Should Thrive In 2022, And 2 On Hold

Customer Think

Being out-of-touch is totally in, QR codes are quickly finding a new home and robots are strolling the line between novelty and value. This is what retail innovation will look like in 2022.

Retail 108

Industry Report: State of the Contact Center 2022


Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!

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.