5 CX Must Reads: Best of April

By: Kate Zimmerman

May 2, 2016

customer experience management

Check out this month’s must-reads about customer experience from around the web. The Sentiments team has aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience.

5 Tips To Scale Soft Skills Training For Your Customer Service Team
Companies no longer receive credit for simply doing customer service – they need to excel at it. Fostering your customer service team to be more genuine will help.

Your Survival Depends On Customer Experience Feedback (Here’s How To Get The Right Kind)
Customer experience feedback is plentiful these days. How can your business use these insights to your advantage?

Epidemic of Emotionless Experience Design
Even though emotion has been proven to drive the most loyalty, it is still the weakest link when companies are designing their customer experiences.

A Beginner’s Guide to Net Promoter Score
We all know that Net Promoter Score (NPS) is an important customer experience metric. But what does it mean and how can you best understand it?

How to Avoid 5 Common Social Customer Service Pitfalls
Whether you’re just starting out or on the path to excellence, every customer service team needs to watch out for these common, critical mistakes.


Kate Zimmerman is a Content Marketing Specialist at Clarabridge. Kate focuses on building content that supports CX efforts, product marketing, analyst relations, and has become an industry expert in Customer Experience Management. Kate holds a B.A in Politics from the University of Virginia and can be found on Twitter at @kmzimm.