Customer Experience Resource Hub

Customer experience is dynamic and ever-evolving, so your CEM strategy should be too. Each step of this process should be constantly revisited and adapted as the needs and expectations of your customers change over time.

Customer experience

Benefits of customer experience management

Customer experience management analyzes the overall customer experience by collecting granular behavioral data and direct feedback. It looks at how we can fine-tune the customer experience to create an emotional connection between a brand and it’s customers.

Customer experience

What Is Member Experience & Why Does It Matter?

Member experience is defined by the way that members feel when they interact with your organization. Let’s look at ways to create more positive member experiences.

Customer experience

How to improve customer experience

Discover actionable tips, strategies, and tools to enhance customer experience, boost satisfaction, and drive business growth effectively.

Customer experience

The Future of Customer Experience Management

Customer engagement is evolving at a blistering pace, as are customer expectations. The technology we use today to manage customer experience (CX) feels light years ahead of where we were ten years ago. So where will we be in another ten years? What does the future of customer experience management look like?

Customer experience

3 Steps to Improve Customer Experience

There is an undeniable link between customer experience and profitability. The more energy you put into improving your customer experience, the more money your business makes. In other words, the brand with the best experience wins.

Customer experience

What is customer experience management (CXM)?

Learn what CXM is, why it's vital, and how to use key tools and strategies to boost customer satisfaction, loyalty, and retention.

Customer experience

5 key areas of customer experience management

Customer experience

CEM vs CRM: Key differences and how they work together

Discover the key differences between CEM and CRM, their roles, features, and how integrating both can enhance your customer experience strategy.

Customer experience

No More Rework: How Aptive Delivers Exceptional Service, Everytime.

Our favorite kinds of blogs are the ones where we get to celebrate the awesome work of our own customers. Not only is it fun to brag about their achievements, but hopefully an exciting read for you, as you begin to learn the incredible transformations that are possible for your business.

Customer experience

Customer service standards that drive success

Discover the essential customer service standards that boost efficiency, enhance CX, and set your business apart. Actionable tips inside!

Customer experience

25 customer experience best practices for 2025 and beyond

Discover essential CX best practices, actionable tips, and strategies to enhance customer satisfaction and loyalty in your business.

Customer experience

Why is customer satisfaction so important and how can you improve yours?

No matter what your business is selling, understanding what your customers think, how happy they are and how they find your product or service is an important metric for growing your business. All of this can be summed up as how satisfied your customers are.

Customer feedback

Frontline teams don’t have access to enough actionable feedback

Most businesses collect plenty of feedback, but frontline teams rarely see it in time to act. Here’s why actionable feedback is the real game changer.

Customer feedback

How to get more patient reviews: 10+ easy wins

Explore how to get more patient reviews with best practices, automation, and tools that help healthcare providers earn trust and grow.

Customer feedback

How to act on customer satisfaction results

Turn customer satisfaction results into real business growth. Learn how to analyze feedback, empower teams, and implement strategies to boost loyalty.

Customer feedback

10 best enterprise feedback management tools (Updated 2025)

Looking for an enterprise feedback management (EFM) tool to help you improve customer retention and drive revenue? Check out this comprehensive buyer’s guide

Customer feedback

10 best customer feedback tools (Updated 2025)

Want to gather more customer feedback and drive continuous improvement? These tools can help. Find the perfect solution to elevate your customer experience.

Customer feedback

Reputation management strategy: A step-by-step guide

Explore actionable tips and essential tools to craft a strong reputation management strategy for businesses of all sizes and industries

Customer feedback

How to get more Google reviews: 16 actionable tips

Increase revenue with more Google reviews. Discover 16 proven tips and tools to enhance visibility, trust, and customer engagement.

Customer feedback

Customer satisfaction research: Your handbook for success

Simplify customer satisfaction research with expert tips, proven methods, and tools to enhance CX, loyalty, and retention.

Customer feedback

Customer feedback reports: Key components & examples

Discover everything you need to create effective customer feedback reports that drive results. Examples and practical tips included.

Customer feedback

Customer feedback systems for CX success: A complete guide

Uncover the benefits, types, and must-have features of customer feedback systems to help drive loyalty and empower employees.

Customer feedback

Master customer feedback emails: Tips & templates

Learn how to craft customer feedback emails that generate responses. Get best practices and free templates to improve feedback loops today.

Customer feedback

6 ways to be grateful for your customer feedback

Show your customers how thankful you are for their feedback, here's how.

Customer feedback

How to calculate patient satisfaction score: Step-by-step guide

Learn how to calculate patient satisfaction scores, interpret results, and take action to improve healthcare quality with this comprehensive guide.

Customer feedback

How to respond to Google reviews for better outcomes

Master the art of review responses to improve customer loyalty, increase visibility, and grow your brand.

Customer feedback

Voice of the customer (VoC) template, benefits, and tips

Grab our free Voice of the Customer template, then follow a 6-step process to collect, analyze, and act on feedback

Customer feedback

Complete guide to customer satisfaction surveys + template

Learn how to create, distribute, and analyze customer satisfaction surveys to boost loyalty. Example questions and free templates included.

Customer feedback

How to increase survey response rates: 20+ proven tips

Struggling with low survey response rates? Learn 20 actionable strategies to craft engaging surveys, optimize distribution, and get valuable customer feedback.

Customer feedback

3 free customer satisfaction survey templates

Struggling to build a customer satisfaction survey? Whether you’re measuring NPS or want customer service feedback, our templates can help.

Frontline

7 updates to make to your online business presence to prepare for the holiday season

Here are seven updates you can make online ahead of the holidays to help make the season easier on your frontline.

Frontline

5 ways to be a better frontline manager

As frontline managers, the success of your team and the satisfaction of your customers lie in your hands – your role is pivotal in empowering your frontline staff to deliver consistently exceptional service to your customers. No pressure! But fear not...

Frontline

How to kick start the year with genuine frontline motivation

As we step into a new year, the key to unlocking unparalleled customer experience success lies in cultivating genuine frontline motivation within your teams.

Frontline

How to equip and empower frontline teams during the holiday season

The holiday season is not only a time of joy, celebration and dressing your pets up in Santa outfits, but also a period that brings unique challenges, especially for businesses with frontline teams.

Frontline

8 Things Your Frontline Employees Want

Understanding and addressing the needs of frontline employees are foundational steps in creating a workplace culture where both employees and customers flourish.

Frontline

The Best Customer Service Quotes to Motivate Your Team

Ah, the enchanting realm of customer service – a place where every interaction is an opportunity to create magic and forge lasting connections. But let's be real, even the most passionate customer service wizards can find themselves facing the occasional challenge

Frontline

Meet Frontline Employees Where They Are: On Mobile

Back in the day, when mobile phones weren’t a thing (wrack that brain), software and technology to improve work was generally reserved for employees who worked at a desk. The clunky old box that was the computer would send and receive emails, streamline workflows and make the work of many employees far more efficient. Then came the mobile.

Frontline

8 ways to get your frontline teams delivering more awesome experiences

Customer experience is everything. And for that you depend on your frontline teams. But how do you actually go about motivating and empowering the very people delivering those experiences?

Frontline

3 Ways to Retain an Awesome Frontline Team

In a landscape where frontline employees generally feel overworked, underpaid, and underappreciated, how do you attract and most importantly keep a highly engaged team who can consistently deliver on your service promise? Start with the following three steps.

Frontline

Fresh Ideas to Coach & Recognize Your Frontline Teams

To kick off 2023, we surveyed our customers across various service industries, as well as customer experience experts in our community to report on their biggest customer experience learnings of the previous year and their plans for the year ahead.

Frontline

Coaching for Small Improvements - A Guide

The ultimate goal of customer satisfaction is large-scale: it can't be achieved in one go. To get there, your frontline teams must be coached on small, daily habits that are consistently applied.

Frontline

Tech Adoption: How to Manage a Rollout with Customer Facing Teams

Introducing awesome new technology to a service brand without a successful rollout plan is like gifting a brand new Ferrari to a friend who doesn’t know how to drive. Like a flashy car and a clueless driver, technology in the workplace is only as good as the employee’s ability to understand and use it.

Frontline

The Cost of Not Upgrading the Frontline Experience

What happens if you don’t give the frontline the tools and technology they need to succeed in their work?

Frontline

Building Strong & Lasting Customer Relationships with Wendy Miller

Frontline

Fixing Frontline Work with Aaron Ward

Aaron Ward, CEO of AskNicely, kicked off the Global Frontline Experience Summit by addressing the elephant in the room: “we need to talk about fixing frontline work”.

Frontline

5 Ways to Improve Frontline Team Experience

The frontline worker is the key to winning here - they bring the magic that determines whether a customer's experience is awesome or awful. So, how do we improve the experience of the frontline worker, and ensure they are equipped with the knowledge, tools and support they need to deliver on your service promise, every time?

Frontline

Debunking the Myths of Frontline Work

Since COVD-19, our perceptions of frontline workers have dramatically shifted. Most of us have a newfound appreciation for supermarket workers, hospitality staff, bus drivers, sanitation workers and all of the other incredible people who serve us every day.

Frontline

The Frontline Employee Toolkit - What The Frontline Need to Succeed

80% of the global workforce are considered frontline workers. These frontline employees are often the first, last and or only, face-to-face interaction a customer has with a business.So, they’re a pretty big deal.

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