Trending Articles

Debunking Online Invitation Myths


This is an article written by MaritzCX for the purpose of examining survey behaviors through data analysis, where the connections are illustrated.

Are Robots Replacing Humans?


Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions.

5 Customer Satisfaction Metrics You Need to Track


Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth.

Three Clever Ways to Know the Competition Better


What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).”

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

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Outstanding Experience Design {Infographic}

Michelli Experience

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Why Determining Your Power Core Focuses Your Customer Experience Strategy

Customer Bliss

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform.

How Does a Plant Closure Help Customer Experience?

Heart of the Customer

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch.

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Traditional RPA vs Customer Service RPA


Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation.

Your Keys to Outstanding Experience Design

Michelli Experience

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents.

A #MakeMomProud Action Toolkit: 3 Steps to Earn Trust with “No Surprises” Language

Customer Bliss

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration.

Customer Volcanoes

Wired and Dangerous

Working in Nicaragua we were surprised to see active volcanos with large craters and smoke seething from their tops. Volcanos usually offer a warning before “blowing their tops.” Sometimes, it is added smoke billowing into the skyline; sometimes it is a series of minor earthquakes.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

The Power of Positivity

CX Chronicle

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

How Robots Are Changing Retail

Smarter CX

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences.

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The Future of Intelligent Decision Support Systems in Contact Centers


Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct.

What really makes customers happy?


Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Six Critical Principles Businesses Are Ignoring – Are You?

Beyond Philosophy

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom.

5 Examples of Excellent Customer Service (And What You Can Learn)


Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies.

4 CX Lessons from Unusual Places

Smarter CX

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you doing enough to stand out and be memorable with your customer experiences? In episodes 28-31 of Experience This! ,

Optimize Your Customer Journey

CX Journey

Image courtesy of Calabrio Did you know that data is a critical component of your journey maps? I've written a lot about journey maps and journey mapping over the last several years.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

4 Customer Support Myths to Avoid

Joe Rawlinson

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones.

Understanding the Rules of Customer Decision Making

Beyond Philosophy

Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today.

How Much Would You Pay For Outstanding Customer Service? Burberry’s Flagship London Store Is Put To the Test - Frank Reactions

Tema Frank

The post How Much Would You Pay For Outstanding Customer Service? Burberry’s Flagship London Store Is Put To the Test appeared first on Frank Reactions.

How Zocdoc Reviews Can Help You Connect with Patients


The growing number of healthcare review platforms like Zocdoc gives medical practices an online presence. With Zocdoc reviews, doctors can gain new patients and increase their reputation. Having an online footprint is essential, especially in the healthcare industry.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Telling Your Customer Stories through Journey Maps

CX Journey

Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?

[Infographic] Customer Success Metrics Cheat Sheet


Metrics, metrics, metrics. everyone is looking to better understand their customers and the outcomes of their customer success efforts. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention.

UJET wins a Stevie Award for Tech Startup of the Year- Software


UJET brings home bronze with a Stevie for Tech Startup of the Year – Software. UJET Contact Center cloud-based contact center

How a Multi-Language Customer Support Empowers Your Business


The internet has transformed the way humans transact and communicate, highlighting how diverse language is. Modern globalisation is the pathway that led companies to face more international clients now than before.

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Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?