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Blog

Customer Experience

Featured
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Featured
Jan 15, 2021

Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers)

Closing the customer feedback loop can help turn bad experiences into good ones, and make good experiences even better. Here's everything you need to know.
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Featured
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Featured
Jan 5, 2021

10 Email Survey Best Practices to Collect Timely Insights

Email surveys are a great way for customer-centric brands to gain actionable insights into their customers' experiences.
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Featured
smiling customer engagement on mobile symbolizing customer service goals and objectives being accomplished
Featured
Jan 3, 2021

Customer Service Goals: The Top 5 Objectives (+ Examples)

While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
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Featured
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Featured
Dec 8, 2020

Mapping the Customer Journey: What Insights You Need (and How to Get Them)

What types of insights do you need to drive successful customer journey mapping efforts? Here are a few you shouldn't do without.
Read More »
Featured
man using vr headset as example of customer experience trends in 2021
Featured
Dec 3, 2020

The Customer Experience in 2021: Top 10 Trends You Need to Know

Are you ready for 2021? See the 10 trends and predictions for the customer experience, customer care, and customer intelligence in 2021.
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Featured
Two people working on project at desk with laptop and tablet
Featured
Dec 2, 2020

How is CX Transforming the Role of Chief Marketing Officer?

With CX now a key differentiator between brands, what role do Chief Marketing Officers play in helping their brand meet or exceed ever-growing customer expectations?
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Featured
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Featured
Nov 30, 2020

Customer Retention Management: How to Keep Customers from Jumping Ship

What can a brand do to help convert customers into repeat and loyal brand advocates, and boost its bottom line in the process?
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Featured
Person smiling while using mobile
Featured
Nov 25, 2020

Brand Perception: How to Measure, Monitor, and Improve It in the Age of CX

What people think of a brand can make or break it. So, how can you measure people's perceptions of your brand, and what can you do to lift them?
Read More »
Featured
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Featured
Nov 19, 2020

Why an Email Virtual Assistant Will Improve CX This Holiday Season

The increase in online shopping will result in an influx of emails from customers. How will you manage this holiday season?
Read More »
Featured
Woman with headset in contact center
Featured
Nov 18, 2020

Call Center Capacity Planning: 3 Ways Automation Can Help

Well-executed call center capacity planning can be the difference between excellent and frustrating support experiences for agents and customers alike. See how automation can help.
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Featured
with more consumers shopping online this holiday season retail customer service must respond to trends
Featured
Nov 4, 2020

Retail Customer Service: Trends & Tips for Success This Holiday Season

Changes in consumer behavior due to the COVID-19 pandemic have brought with them new challenges for retailers and their workforces. As we all search for a new normal this holiday season, here are some trends to keep in mind.
Read More »
Featured
Woman online shopping on laptop while sitting on a couch.
Featured
Nov 2, 2020

Cart Abandonment: 3 Ways To Save Your Conversion Rates

"Cart abandonment" keeps many marketers and website managers up at night. Here's how to fight it and ensure amazing online shopping experiences.
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Featured
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Featured
Oct 21, 2020

AI Customer Service: How It’s Helping Brands Boost CX

Artificial intelligence is helping brands elevate customer service and meet customers' growing expectations for fast, efficient support.
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Featured
Woman smiling while working on laptop with a whiteboard in the background.
Featured
Oct 20, 2020

The Chief Customer Officer: 6 Things You Need to Know About This CX Champion

Most companies now have a Chief Customer Officer or an equivalent as part of their C-Suite. But what is a CCO, exactly?
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Featured
Person completing survey on tablet
Featured
Oct 15, 2020

Customer Satisfaction Survey Questions: 11 You Need to Measure (+ Examples)

The insights you gain from these questions can inform key decisions and help set your company on the path to CX success.
Read More »
Featured
contact center agents working to break free from their call center script using call center scripting software
Featured
Jul 28, 2020

How to Break Free from Call Center Scripts

Today's consumers want authenticity, not contrived, scripted experiences. Learn how to move past call center scripts.
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Featured
persona typing on laptop demonstrating customer service email automation
Featured
Jul 9, 2020

Time to Ditch Your Customer Service Auto Reply Emails for Something Better

Both auto-reply emails and email virtual assistants respond to customer inquiries. But only virtual assistants actually resolve customer issues quickly and accurately.
Read More »
Featured
customer journey optimization meeting
Featured
Jun 30, 2020

How to Optimize the Customer Journey With Voice of the Customer

Effective customer journey optimization puts VoC as primary. Follow these steps to get the most out of your customer feedback.
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Featured
Person on phone while on laptop
Featured
Jun 18, 2020

How Your Customers Win When You Close the Feedback Loop

Closing the feedback loop is part of any winning CX program. Here are just some of the ways your customers benefit.
Read More »
Featured
smiling woman in orange shirt on couch with laptop and coffee
Featured
May 28, 2020

How is Consumer Behavior Shifting with COVID-19? 3 Key Trends to Follow

3 trends to monitor that show the impact that COVID-19 has had on consumer behavior and shopping habits.
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Featured
Person typing on laptop
Featured
May 4, 2020

7 Essential Qualities Your Brand Should Strive For During a Crisis

During any crisis, customers will always expect certain things in a brand to help them navigate what's next.
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Featured
example of multichannel customer self service
Featured
May 4, 2020

7 Customer Self-Service Examples (and Practical CX Advice)

Learn seven best practices for implementing digital self-service, including customer examples.
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Featured
Person holding credit card using laptop
Featured
Apr 20, 2020

How to Keep Your Customers Top-of-Mind During a Crisis

What can brands do to ensure their CX management efforts remain customer-centric when in crisis management mode?
Read More »
Featured
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Featured
Apr 16, 2020

How to Pull Insights from Your CRM – Part II: Business Insights

Learn the key metrics that can help contact centers deliver insights to other areas of the business.
Read More »
Featured
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Featured
Mar 30, 2020

Digital Accessibility: Why You Should Care and What to Do

Digital accessibility makes online content available to all users, including those with disabilities. Learn why and how to prioritize accessibility.
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Featured
men in jackets using smartphones to engage in conversational commerce
Featured
Mar 12, 2020

Conversational Commerce: Who, What, When, Where, and Why?

Consumers want to use casual, conversational interactions to research and purchase products, request service, and ask for help.
Read More »
Featured
cx experts meeting with large notepad
Featured
Feb 27, 2020

How to Improve Customer Experience: 5 Experts Weigh In

Companies are beginning to understand the importance of the customer experience, or CX. According to Forrester, 57% of executive teams want to position their companies as CX leaders in their respective industries. Here are five customer engagement ideas to help you improve your CX, straight from the experts.
Read More »
Featured
customers using devices to engage in ecommerce shopping
Featured
Feb 17, 2020

7 Customer-Friendly Ways to Increase E-Commerce Revenue

Learn how to increase e-commerce revenue without sacrificing customer relationships, setting yourself apart from competitors in the process.
Read More »
Featured
hands forming heart sign
Featured
Feb 11, 2020

3 Customer Retention Strategies to Hold the Keys to Customers’ Hearts

Holding a special place in your customers' hearts is key to keeping them long term. Here are some ways you can do that.
Read More »
Featured
Over 20 Customer Experience Stats for 2020
Featured
Jan 15, 2020

[Infographic] 20+ Key Customer Experience Statistics For 2020

Customer Experience can impact your bottom line in many ways. Here are 20+ CX stats you should know this year.
Read More »

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