Sat.Sep 10, 2022 - Fri.Sep 16, 2022

5 Reasons to Use After-Call Surveys


Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. Through after-call surveys.

Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

Shep Hyken

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services).


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What is Omnichannel Customer Service?


Today’s customers now expect to connect with brands from anywhere, anytime, on any device. To keep up and provide this level of customer experience, brands need to give their customers choice and convenience.

Customer Success Playbook Tips: Five Proven Tactics


Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients.

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.

CSMs: Why Customer Onboarding Speed Matters


Modern CSMs are no strangers to multitasking. From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction.

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More Trending

Understanding how all businesses can benefit from voice analytics

Adrian Swinscoe

This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]. The post Understanding how all businesses can benefit from voice analytics first appeared on Adrian Swinscoe


CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX


CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback

The CX Event You Don’t Want to Miss

Heart of the Customer

A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle.

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“Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession

The DiJulius Group

Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first?

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.

What is a good Net Promoter Score?


NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. .

Customer Success Dashboard KPIs: Nine CS Metrics To Track


Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes.

5 Benefits of Robotic Process Automation (RPA) 

Execs In The Know

Robotic Process Automation (RPA) has revolutionized the way businesses operate. This progressive technology allows virtual employees, also known as “bots,” to automate many of the routine tasks that humans regularly perform. .

Customer Success Managers and Customer Service: Differences and Integration


Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes these two different and how they support each other.

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4 Things to Consider on Gen Z Surveys

Zonka Feedback

Generation Z, popularly Gen Z or Zoomers, is the generation succeeding millennials and preceding generation alpha. Anyone born between 1997 and 2012 is considered a part of the Gen Z cohort.

Boosting Customer Experience Through Team’s Well-Being


74% of customer support agents are at risk of burnout. Stress, big workload, monotonous tasks

The key to quality customer-centricity? Data.

Customer Think

Anticipation is often at the core of customer-centricity. Companies that utilize a customer-centric strategy can often predict every want, need, and possible passing fancy of their target audience — and find themselves handsomely rewarded in the process.

Building A Winning Customer-Centric Organization The Right Way

Doing CX Right

Stacy Sherman & Annette Franz, author known for "putting the customer in customer experience" explain what it takes to create and sustain a customer-centric culture that is "Built to Win.". The post Building A Winning Customer-Centric Organization The Right Way appeared first on Doing CX Right.

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!

Comm100 Messaging Software – Live Chat, Messenger and Secure Messaging


Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software.

The European Customer Experience Organization – Upcoming Events, Research, and Activities for You


The European Customer Experience Organization – Upcoming Events, Research, and Activities for You. Update Public Newsletter for future Members. How are you? We hope you and your family are having a great summer.

5 Reasons To Update Your Retail Model For Gen Z

Customer Think

Retail is obsessed with Generation Z – the 68.2 million people between the ages 10 and 25 – for even more compelling economic reasons than the industry was obsessed with Millennials.

7 Customer Communication Mistakes You Can't Afford to Make

Zonka Feedback

When it comes to customer communication, there can be a great many challenges and approaches to consider. These challenges can vary by the stage of the process, the role of the person working with the customer, and even the industry in which the service falls. Customer Experience

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!

Composable CX: Becoming Agile and Flexible

MyCustomer Experience

CAnyone involved in the customer experience (CX) space has likely come across articles, research, and discussions around composable CX. 13th Sep 2022. By Mandy Reed Global Head of Marketing

Guest Post: Exploring Natural Language Processing to Categorize Customer Feedback

Shep Hyken

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. She shares how companies can use Natural Language Processing in conjunction with human capabilities to enhance customer service.

The Big Miss: How Organizations Overlook the Value of Emotions

Customer Think

The Big Miss: How Organizations Overlook the Value of Emotions We all had different ways of coping with the lockdown. Some started knitting or scrapbooking. Some of you binge-watched all of Netflix. Some of you read books. One of the things we did o.

How to Improve Engagement with a Customer Service Chatbot

Zonka Feedback

Increasing customer satisfaction and engagement with your brand requires a lot more than bombarding them with targeted ads and weekly mailers. There are proven techniques and tools being used by marketers every day that allow them to engage with customers. One such tool is a customer service chatbot.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.