Customer Engagement Summit 2025 Set for London Return
The Customer Engagement Summit – billed as Europe’s biggest gathering for CX leaders – will be held in London on 9 October 2025.
CX Today Team · 24 Sept 2025
CX Trends 25 - Top 10 Customer Experience Predictions
Watch on YouTube. As trends week comes to a close, sit back and check out some predictions for 2025 from our favorite CX pros. They include: Katie Stabler, F...
CX Today Team · 5 Dec 2024
CX Trends 2025 - Trusted Voices, Bold Predictions
Watch on YouTube. It's that time to unwrap customer experience trends for 2025.This time, we'll be hearing from CX Today's 2024 CX Award judges! While vendor...
CX Today Team · 4 Dec 2024
CX Trends 2025 - Award-winning Foresight
Watch on YouTube. It's that time to unwrap customer experience trends for 2025. And who better to hear from than CX Today's 2024 CX Award winners? Each of th...
CX Today Team · 3 Dec 2024
NICE Announces New Enlighten AI Innovations, WEM Advancements, & More
NICE has announced the launch of its 2023 CXone Fall release, expanding the capabilities of its AI-powered CX software. One of the major additions to the Fal...
CX Today Team · 22 Dec 2023
Cyara Claims Conversational AI Testing Leadership with QBox Acquisition
Having already procured CentraCX and Spearline earlier this year, customer experience assurance experts Cyara are rounding out 2023 in style with the acquisi...
CX Today Team · 7 Dec 2023
CX Today Rolls Up MyCustomer to Signal a New Chapter in Its Rapid Rise
CX Today has taken another step towards becoming the premier publication in the customer experience space with the acquisition of the long-standing community...
CX Today Team · 6 Dec 2023
Simple Ways to Use Positive Language and Make Customers Happy
The use of optimistic language always helps to create a warm and friendly atmosphere. Bear in mind that the tone and tempo of your voice can be highly influe...
CX Today Team · 17 Oct 2023
Do's and Don'ts for Dealing with Irate Customers in a Call Center
Almost anyone working in a service business will, at some point, have to cope with an irate client. Although it may be difficult, it's possible to settle a c...
CX Today Team · 16 Oct 2023
Handling Difficult Customers: 5 Unexpected Benefits of Handling Difficult Customers with Grace
A difficult customer is someone who contacts a company with a grievance, either to resolve an issue or to complain about a bad experience, and proves challen...
CX Today Team · 13 Oct 2023
Hearing vs Listening: 5 Ways to Ace Active Listening in Call Centers
"Active listening" is among the key tenets of any communication strategy In its simplest sense, it means you're paying undivided attention to the other party...
CX Today Team · 22 Sept 2023
6 Ways to Demonstrate Patience in Call Center Conversations
There will always be those callers who press your buttons and test your limits. It's crucial for customer support representatives to stay calm under pressure...
CX Today Team · 21 Sept 2023
15 Actionable Tips to Boost Call Center EQ Today
For a minute, consider how crucial it is to look at the other person to fully get what they are saying. Even if someone is conveying one thing with their wor...
CX Today Team · 21 Sept 2023
Powerful Empathy Statements for Call Center Agents to Learn
In a survey conducted by Harvard Business Review Analytic Services (HBR-AS) in 2021, 72% of CX executives said that they "understand what it is like to be on...
CX Today Team · 20 Sept 2023
What Is a Chief Experience Officer, and What Do They Do?
What is a Chief Experience Officer (CXO)? What do they do in the modern business landscape, and how can they benefit customer-focused companies? A growing fo...
CX Today Team · 12 Sept 2023
Digitizing Customer Experience: The Complete Guide
For today’s companies, digitizing customer experience is no longer just a way to stay ahead of the competition. In a world where digital transformation is ac...
CX Today Team · 4 Sept 2023
Customer Experience Framework: The Missing Piece in CX Excellence In 2023
Find out what to include with a customer experience framework, how to create one, and best practices that will keep the project on track.
CX Today Team · 11 Mar 2023
5 Trends in Digital Customer Engagement for 2023
Responses to the COVID-19 pandemic have sped up the adoption of digital technologies by several years, according to McKinsey & Company research . Yet, perhap...
CX Today Team · 10 Mar 2023
Building a Business Case for CX in E-Commerce
Today’s customers are becoming increasingly open to the idea of shopping online. While ecommerce opportunities have been growing for quite some time, the cha...
CX Today Team · 3 Mar 2023
How to Reduce Cost in a Contact Center
Contact centers require a substantial investment to operate – both as CAPEX and OPEX. One-time hiring costs, lifetime software licenses, equipment costs, etc...
CX Today Team · 15 Dec 2022
5 Ways to Build Customer Loyalty in B2B
Many B2B sellers are bracing themselves for a challenging period where inflation mars their ability to sell – including many prominent B2B software sellers. ...
CX Today Team · 17 Oct 2022
Workforce Scheduling 101: The Options Available to Contact Centers
In the past, many contact centers approached workforce scheduling like a game of Tetris, fitting agents into blocks of time to meet forecasted demand. In the...
CX Today Team · 14 Oct 2022
What Is an Omnichannel Customer Experience? Definition, CX Strategy, and Benefits
58 percent of customer support professionals and 64 percent of marketers said that consumers would demand more from how brands communicate across channels in...
CX Today Team · 11 Oct 2022
What Are the Top Customer Engagement Metrics?
62 percent of customers say that their experiences with one brand or industry impact their expectations of others – according to Salesforce . As such, engage...
CX Today Team · 10 Oct 2022
Defining and Measuring Customer Complaint Volumes
Complaints are an inevitable reality for every big business. They convey negative – and often constructive – feedback from customers, helping to find new ave...
CX Today Team · 6 Oct 2022
What Is Total Quality Management (TQM)?
Customer satisfaction is often seen as "intangible," which makes it difficult to pin down, measure, and ultimately achieve. What exactly drives customer sati...
CX Today Team · 29 Sept 2022
What Is a Self-Service Portal?
Self-service portals have long been known as one of the key technologies for stellar customer support, beneficial to both users and organizations. They can r...
CX Today Team · 29 Sept 2022
What Is Customer Journey Mapping, and How Can I Do It?
The digital revolution is redefining customer expectations every day, with customers now using several channels to communicate with businesses. It can thus b...
CX Today Team · 28 Sept 2022
Call Center Etiquette to Coach Service Agents
Small gestures of politeness and mindful behavior can leave a positive impression on callers and improve overall customer sentiment towards a brand. This mak...
CX Today Team · 28 Sept 2022
How to Build a Successful Loyalty Program Strategy
In today's highly competitive market environment, a good loyalty program strategy can set companies apart from the competition. Indeed, the global loyalty ma...
CX Today Team · 26 Sept 2022
How to Build a Call Center Quality Monitoring Scorecard
Courteous and empathetic interaction with a service representative can mean the difference between losing or retaining a customer. A quality assurance scorec...
CX Today Team · 23 Sept 2022
NICE Customer Journey Analytics: Shaping Omnichannel Experiences
Customer journey analytics bring different customer interactions into a single, aggregated journey map to reveal valuable insights. Marketers and CX practiti...
CX Today Team · 22 Sept 2022
What Is Courtesy Calling, and How Can It Enhance CX?
For most customer service operations, the last two years have proven a tumultuous. Some witnessed layoffs/furloughs and high agent turnover. In contrast, oth...
CX Today Team · 20 Sept 2022
10 Quick Examples of How Brands Improved Customer Experience
Customer experience (CX) has always been a value driver for businesses, and in an era of ever fiercer competition, it is more important than ever. A positive...
CX Today Team · 20 Sept 2022
5 Customer Experience Optimization Strategies for 2022 and Beyond
Customer behavior and expectations are constantly changing, and a company's CX strategies must keep up. A 2021 Facebook report found that 79 percent of custo...
CX Today Team · 19 Sept 2022
Accelerating Cloud-Enabled Digital Transformation
As companies digitize their customer-facing processes, many consider the cloud as a critical asset. Indeed, MarketsandMarkets estimates that the cloud-based ...
CX Today Team · 19 Sept 2022
5 Simple Techniques to Deliver Bad News to a Customer
Satisfied customers are essential for a thriving business, but things can sometimes go wrong. Businesses that provide the highest-quality products and servic...
CX Today Team · 19 Sept 2022
11 Super Customer Service Skills and How to Foster Them
A contact center is a challenging and dynamic work environment. Agents must address many customer issues and personality types while maintaining a steady per...
CX Today Team · 16 Sept 2022
What Is a Cross-Sell, and How Can I Maximize the Opportunity?
Cross-selling offers an opportunity to increase customer value and satisfaction. Yet, cross-selling initiatives are not without risk. Push it too far, and ta...
CX Today Team · 16 Sept 2022
10 Innovative Customer Loyalty Software Providers for 2022
Customer loyalty is far from dead. Indeed, a 2021 Talkdesk study found that 57 percent of consumers reported an increase in loyalty to organizations that pro...
CX Today Team · 15 Sept 2022
What Is Average Resolution Time (ART)?
Speed is among the top service criteria valued by customers - especially on channels such as chat. Here, if the customer does not receive a quick resolution,...
CX Today Team · 14 Sept 2022
How to Write the Perfect Customer Service Letter
Customer service letters can be used to thank a customer for their business, encourage timely payment, follow up on a transaction, or reply to a query or com...
CX Today Team · 13 Sept 2022
Supporting Agent Wellbeing in a Hybrid Working World: 6 Super Strategies
Hybrid working appeared to be the perfect solution for the post-pandemic world. In September 2021, a HealthEquity study found that 96 percent of U.S. employe...
CX Today Team · 12 Sept 2022
What Is Speech Analytics Technology?
Modern executives can access more data than ever before. Yet, doing so is not always easy. Consider the contact center; many struggle with capturing and proc...
CX Today Team · 9 Sept 2022
Best Live Chat Apps for Contact Centers
Live chat is a crucial support channel for omnichannel contact centers, allowing customers to access chat-based support from a website, a mobile application,...
CX Today Team · 8 Sept 2022
What Does a Customer Data Manager Do?
Data is fast becoming the rocket fuel for CX success. Indeed, 96 percent of CX leaders are expanding their customer data strategies - according to Precisely ...
CX Today Team · 7 Sept 2022
5 Quick-Fire Ideas to Improve Demand Forecasting
A top-notch contact center workforce management (WFM) strategy cuts operational costs, lowers customer wait times, and drives employee engagement. Demand for...
CX Today Team · 6 Sept 2022
IBM MQ vs Apache Kafka: How Do They Differ?
Asynchronous communication between various CX applications has long been made possible by enterprise messaging solutions like IBM MQ and - more recently - Ap...
CX Today Team · 5 Sept 2022
5 Tips to Create Winning Customer Experience Strategies
A customer experience strategy helps create a customer-centric organization that delivers superior customer outcomes. It includes activities that influence, ...
CX Today Team · 2 Sept 2022
7 Excellent Examples of Contact Center Reports
The data economy – powered by automation, AI, and machine learning (ML) – has translated into enhanced contact center reporting tools, churning out data that...
CX Today Team · 2 Sept 2022
How to Design a Cutting-Edge Digital CX Strategy
A digital customer experience (CX) strategy encompasses interactions and journey touch points on online platforms, apps, and social media. Here is why and ho...
CX Today Team · 1 Sept 2022
A 5-Minute Guide to Customer Churn and How to Avoid It
Customer churn is the rate at which customers abandon a product or service provider and switch to a competitor. For many, it is one of the most critical busi...
CX Today Team · 1 Sept 2022
11 Acknowledgment, Empathy, and Reassurance Statements for Customer Service
In customer service, displaying politeness and compassion often wins half the battle. Even before a contact center agent can provide a resolution to a proble...
CX Today Team · 31 Aug 2022
Designing Feedback Systems for Enterprises
Collecting feedback is often the cornerstone of good customer service. Feedback systems fulfil several key objectives in an organization, helping to improve ...
CX Today Team · 30 Aug 2022
The Art and Science of Perfecting Customer Touchpoints in an Omnichannel World
Customer touchpoints are the points of contact between a brand and its prospective customers through channels such as chatbots, social media, and email, as w...
CX Today Team · 29 Aug 2022
What Are Channel Silos, and How Can I Combat Them?
Many companies add digital channels to keep up with evolving customer expectations and engage them in new ways. Yet, if the company fails to link these chann...
CX Today Team · 26 Aug 2022
Zac Wang Joins CX Today
Zac Wang is the latest addition to the news team at CX Today , as the magazine aims to produce more content for its ever-expanding audience. Zac joins CX Tod...
CX Today Team · 17 Aug 2022
The Top 10 Probing Questions for Customer Service
Understanding a customer's query is not always easy. Sometimes there are many grey areas in what they say, making it difficult for agents to grasp a complete...
CX Today Team · 12 Aug 2022
What Is the Customer Life Cycle?
Most successful businesses hinge on building and maintaining customer relationships. These relationships evolve from when the customer first hears of a compa...
CX Today Team · 10 Aug 2022
The Future of Call Center Voice Analytics
Voice analytics assesses and records spoken conversations through speech recognition, natural language processing (NLP), and natural language understanding (...
CX Today Team · 9 Aug 2022