Supporting the Agent/Customer Experience

Contact Center Pipeline

Agent Experience Customer Experience Technology agent experience AI artificial intelligence chatbots converational AI customer experience IVR recruitment retention

Ritualizing the Customer Experience



Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Onboarding for Customer Experience

Contact Center Pipeline

Are your new employees aware of the multiple ways customers are interacting with your brand? The answers to these questions are critical to delivering an exceptional customer experience (CX). Customer Experience CX employee experience onboarding performance management

Why Customer Experience Matters

Contact Center Pipeline

Yes, they’re customer service professionals, but do your agents really know why customer experience (CX) matters and what a pivotal role they play in the success of the business? Do they fully understand the relationship between CX, revenue, customer retention, and […].

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!

Guest Post: How to Build Your Customer Experience Roadmap


This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. Wrong Customer Experience.

Guest Post: How to Effectively Monitor Customer Experience


H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. Measure Customer Satisfaction Using Quantitative Metrics.

Guest Blog: How To Improve the Customer Experience Starting Today


She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. But, that does not mean that you cannot improve your customersexperiences with your business.

Guest Post: How to Enhance Customer Experience Through Change


He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees).

Toward a Customer Experience Hub

Contact Center Pipeline

But increasingly, executives are asking their teams to achieve qualitative goals, such as increasing customer satisfaction, customer retention and providing a superior customer experience (CX).

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

How to Transform the Customer Experience


Want to engage and connect with your customers more effectively? I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. When a customer wants something, they often want it right now.

7 Tips to Improve the Customer Experience and Reduce Costs


When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

CCNG 195

Customer Experience Perfection Is Easy to Achieve

Contact Center Pipeline

A common viewpoint in our industry today is that getting a group of agents to offer a consistently exceptional customer experience is a complex mystery full of unknowns. Customer Experience Sponsored Posts customer experience customer service QA quality assurance

Customer experience + employee experience = ROI


Our recent webinar with Kate Leggett, VP Principal Analyst at Forrester, dove into the impact of customer and employee experience on businesses’ bottom lines.

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.

100+ Customer Experience Stats to Prepare for 2023


Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business.

CCNG 195

eBook: Humanizing Customer Experience

Experience Matters

In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act. The post eBook: Humanizing Customer Experience appeared first on Customer Experience Matters®. Customer experienceTemkin Group has labeled 2018 “The Year of Humanity.”

Customer Experience Indexes: Modern Thinking


Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. There is no doubt that Customer Experience work requires charismatic social skills to be successful.

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.

Tailor customer experiences with artificial intelligence


Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center

5 things to look for in a customer experience tool

Centriam Customer Experience Lab

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line. Customer experience strategy CX tools and technology

Tips & strategies for improving customer experience


Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience

The Role of Customer Experience in Telco


There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Unique Customer Experience: How to be Different In Customer Experience

CX Global Media

Customer experience innovation is a constant evolution. The post Unique Customer Experience: How to be Different In Customer Experience appeared first on Customer Experience Strategy and Tactics.

CX ROI: Better Customer Experience = More Purchases

Experience Matters

We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” (not at all likely) to “7” (extremely likely). Customer experience ROI of Customer Experience

Making Great Customer Experiences


To showcase excellence in customer experience (CX) at Edify, we were delighted to be joined by Dan Gingiss , industry guru, speaker, and author of his just-published book The Experience Maker. CX Customer Experience Customer Journey CX Leader customer experience platform

Guest Post: Customer Experience – Can It Work With Email Marketing?


He shares some digital marketing strategies that can help to create a more meaningful customer experience. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out. Send Customer Satisfaction Surveys.

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!

Guest Blog: Ways to Improve Your Customer Experience Online


This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. What is the customer experience? Use customer feedback constructively.

Report: ROI of Customer Experience, 2018

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries.

What is digital customer experience management?


Read this blog to learn about prioritizing and optimizing digital customer experience management CX is one of the most important facets of a company's performance.

Prototyping Customer Experiences with Stories

CX Global Media

Prototyping Customer Experiences with Stories – CX Quick Tips on CX Global Media TV with Mike Wittenstein Prototyping Customer Experiences with Stories in 10-minutes or. CX Strategy Editor's Picks Customer Experience Strategy Customer Story CX Quick Tips Mike Wittenstein

Investing Wisely in your CX Tech Stack

Why does your organization need to focus on building a great CX? Because a good customer experience is attributable to better revenue on your end, and higher satisfaction for your customers. Of the companies that have improved CX, how many do you think saw an increase in revenue? An enormous 84% of them. Are you heading in the right direction to maximize your ROI and cost savings across your organization? Download the eBook today to focus on building a great CX!

Amplify Customer Experience in Retail with Conversational AI


Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. The question for online retailers is: how can we embrace this trend and deliver for our customers?

Understanding and driving omnichannel customer experience


Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy.

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience


He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. It’s not just about interaction with sales or customer service.

4 ways to create a better customer experience


Read this blog to learn a few ways to start improving your customer experience today Delivering great CX might not be the simplest thing to do, but it is well worth the effort.

Customer Perceptions of the Community Experience

Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Get a copy of the free report from Vanilla Forums today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.