25 customer satisfaction survey questions and examples
Callminer
JULY 13, 2022
Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.
July, 2022
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29 leaders share the best ways to increase customer lifetime value
Callminer
JULY 5, 2022
We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.
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Communication Problems At Work? Try This
The Belding Group
JULY 10, 2022
Before you condemn a customer, colleague or boss for not explaining something well or of not paying close enough attention to your instructions, ask yourself these six things: Shaun Belding | www.shaunbelding.com.
Building a resilient system: Our journey to observability at Intercom
Intercom, Inc.
JULY 14, 2022
At Intercom we focus on customer experience above all – our service’s availability and performance is our top priority. That requires a strong culture of observability across our teams and systems. As a result, we invest a lot in the reliability of our application. But unpredictable failures are inevitable, and when they happen it’s humans that fix them.
From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Three Things That Would Have Improved Our House Moving Experience
Adrian Swinscoe
JULY 23, 2022
I’ve not published an article on Forbes for a little while. The primary reason for that is that my wife and I have been consumed by […]. The post Three Things That Would Have Improved Our House Moving Experience first appeared on Adrian Swinscoe.
Three ways to test your company values
Inside Customer Service
JULY 14, 2022
The data was shocking. Even hurtful. An employee who worked for another department was sometimes loaned to my team. A monthly payroll report showed a lot more hours were charged to my team than she had actually worked. This was a great employee. Someone who did good work and was well-liked. She was recently recognized as the employee of the month. I wanted to believe this was a simple error, so I shared the report with the employee's boss.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends
Callminer
JULY 20, 2022
Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti.
How SaaS Companies Can Project Their MRR Using NPS (6 Actionable Tips)
Retently
JULY 11, 2022
Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. The only problem is that calculating MRR accurately can be notoriously challenging. As customers join and cancel, projecting the monthly recurring revenue for two, three or six months into the future can be a serious issue, even for the most data-fo
Three million downloads and counting: Inside Intercom reaches a podcasting milestone
Intercom, Inc.
JULY 21, 2022
Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. Ever since the beginning, our mission has been to make internet business personal, and the podcast has played a big role in that. What started as a series of interviews by co-founder Des Traynor soon bloomed into hundreds of episodes where we explore how businesses are driving growth through custome
How to avoid burnout at the workplace
Adrian Swinscoe
JULY 15, 2022
This is a guest post by Eleonora Hristova, a copywriter that writes on behalf of Dune London. Burnout because of stress in the workplace is now […]. The post How to avoid burnout at the workplace first appeared on Adrian Swinscoe.
A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
How your customer service pep talks can stay fresh
Inside Customer Service
JULY 28, 2022
"My employees are tuning me out." The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. Unfortunately, employees were starting to get bored. They'd heard the manager talk about the vision so many times that it had gotten repetitive.
The cost of living crisis and increase response rates
Beyond Philosophy
JULY 16, 2022
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.
25 top sales methodologies and best practices
Callminer
JULY 25, 2022
Read this post to learn tips and best practices for adopting an innovative sales methodology.
How to Calculate Schedule Adherence in the Call Center
Fonolo
JULY 7, 2022
Scheduling is vital to any call center leader’s job – down to the last break. We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence.
Next-Gen Cloud Contact Centers For Dummies®
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Built for you: Two-way SMS, a next-generation Inbox, smarter bots, and more
Intercom, Inc.
JULY 6, 2022
We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. If you joined us for New at Intercom last month, you may already have some idea of what’s in store on Built For You this month, (but if not, you can watch it on-demand here ).
Creating a metaverse experience that helps veterans suffering from PTSD – Interview with Robert Bell of 2B3D
Adrian Swinscoe
JULY 27, 2022
Today’s interview is with Robert Bell, Founder and CEO of 2B3D, who with their partners are developing a first-of-its-kind metaverse/NFT/gaming platform where military veterans can access […]. The post Creating a metaverse experience that helps veterans suffering from PTSD – Interview with Robert Bell of 2B3D first appeared on Adrian Swinscoe.
Listening to customers is still your best long-term CX strategy
MyCustomer Experience
JULY 20, 2022
Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your. 9th Aug 2022 Customer listening is your best long-term strategy. By Michael Hinshaw Founder and President.
Pick Up The Phone!
The Belding Group
JULY 6, 2022
Want to be more effective and efficient in your communications and your work relationships? Try picking up the phone. You'll be surprised at the difference it will make. Shaun Belding | www.shaunbelding.com.
Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
22 healthcare professionals share considerations for patient satisfaction surveys
Callminer
JULY 20, 2022
Read this post to learn about improving patient satisfaction surveys and the overall patient experience.
Amazing Business Radio: Deon Nicholas
Shep Hyken
JULY 26, 2022
Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.
Intercom’s Sanj Bhayro on creating the right foundation to help businesses scale
Intercom, Inc.
JULY 28, 2022
Growth is arguably the most defining and sought-after trait of technology companies. Those line charts showing fast-rising user acquisition or explosive ARR have been synonymous with the industry over the past decade. However, growth is seldom linear, as is all too clear in the current economic climate. It fluctuates, plateaus, goes up and down with each new round of funding, new competitor, new technological leap – or even a global pandemic or economic downturn.
42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega
Adrian Swinscoe
JULY 19, 2022
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report […]. The post 42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Why Customer Expansion Should Be A Critical Component of Your Growth Strategy
Totango
JULY 29, 2022
Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .
Building Trust And Selling From The Heart
Doing CX Right
JULY 17, 2022
Larry Levine, Best-Selling Author of "Selling From The Heart," explains new effective ways to approach buyers and increase sales with an unbeatable competitive edge. Hint: Success starts within, not out. It's about YOU. The post Building Trust And Selling From The Heart appeared first on Doing CX Right.
27 professionals share their favorite call center interview questions
Callminer
JULY 18, 2022
Read this post to learn how to hire top-notch call center agents using the right interview questions.
Different is Better Than Better
Shep Hyken
JULY 20, 2022
I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Ensuring Intercom’s interoperability for enterprise customers
Intercom, Inc.
JULY 27, 2022
As companies and their headcounts grow, so do their tech stacks. The scale of enterprise businesses makes them inherently complex – they rely on a suite of tools tailored for specific workflows. Users spend far too much time jumping from app to app, hindering productivity. . This is the fourth post in a content series exploring Intercom’s investment in supporting enterprises.
Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu of Persado
Adrian Swinscoe
JULY 10, 2022
Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation and […]. The post Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu of Persado first appeared on Adrian Swinscoe.
How the Right CS Platform Can Help You Do More with Less
Totango
JULY 26, 2022
Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less. This means providing exceptional customer experiences and solutions become top priority, all the while continuing to find ways to increase the value you’re providing, as well.
Human Progress: What 'it' is and Where it's Going
Conversation Agent
JULY 25, 2022
Human progress is not measured by good enough, but by those who strive (with great sacrifice) for a more perfect misunderstanding. Versions of this thought have been part of my conversations with Peter Tunjic for the better part of twenty years. It goes in the same category with “those who do not learn from history are doomed to repeat it.” Consider an example of this concept in a comment about corporate governance Peter posted on a LinkedIn Group ten years ago.
Frost Radar: Voice of Customer Analytics, 2024
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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