Trending Articles

How to Understand and Engage the Outliers in Your Organization

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

10 Surveys for Actionable Data


When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers.

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Connecting Customer Experience Goals to Financial Metrics to Prove ROI


Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults.

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Qualities to Look for When Building Your Customer Service Team

Running a company can be complicated–especially when you realize you need to grow your team. The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026.

Onwards and Cloudwards! Explore your options for moving towards the cloud

Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.

How Can You Provide Better Service For Your Clients?


How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding.

Best Practices of Setting up Case Management Programs


Customers who complain and receive good resolution to their complaints are usually more loyal than customers who never complained at all. With that in mind, how do we identify and properly follow-up with customers who return a customer experience survey that indicates they had a problem?

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Webinar: Create a Compelling CX Business Case to Secure the Budget You Need


Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

You Can’t Give Good Service When You Don’t Know What It Is

Steve DiGioia

no wonder why today’s service is so poor! This original article was written by Steve DiGioia. One of my biggest frustrations is that today’s “ younger generation ” doesn’t have a decent point of reference to what we call good customer service.

Mobile Apps: How Top QSR and Convenience Store Brands Measure Up


Learn how customers rank their experience using the mobile apps of top QSR and convenience store brands. Watch the video

10 Customer Experience Best Practices for all B2B Sales Teams


In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price.

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Waffle House’s Hurricane Response and the Value of Reliability

Hurricane Florence wreaked havoc on the east coast. As of September 20th, 2018, the death toll had already climbed to 42 people. North Carolina Governor Roy Cooper says it will take billions of dollars for his state to recover.

How Amazon is Owning the Smart Home Market

QuestionPro Audience

The smart home technology, which enables devices to be connected or controlled by a device, allowing automation of lighting, heating, security and home appliances, among other things, is growing.

Top 5 Mistakes in Customer Experience (CX)


Customer experience (CX) is more than just icing on the cake—it is a complete recipe for business success. How customers perceive their interactions with a company translates into serious financial implications. Customer Experience

5 Stories of Great Customer Experiences That Would Make Mom Proud


Here are five stories of great customer experience moments recounted by employees at Intouch Insight, that would make moms across the country proud

How to Create an Exceptional Customer Experience

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

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too.

How to Use Technology to Improve the Agent Experience


Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing.

Delivering actionable CX insights to the business: A Q&A with CX Journey’s Annette Franz

Vision Critical

More and more companies today are investing billions of dollars in customer experience (CX) programs. Executives are evangelizing the importance of delivering a more seamless experience, recognizing that CX is now the new battlefield in business.

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How to Successfully Implement an AI Strategy in Customer Experience


Artificial intelligence (AI) is slowly yet surely finding its way into our everyday lives. From driverless cars to robotics and smart homes, we see more and more AI applications in the real world.

The Ten Commandments of Customer Service

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

Planning for the Dark Side of Service

Wired and Dangerous

A fun activity for Chip’s grandchildren when they visit his North Georgia weekend home is panning for gold. The sand comes from a sandy river bank near a sight that was a part of the gold rush in the early 1800’s. Panning for gold is not easy; it works like this.

Turning the RPA Hype into Full-Blown Reality


Turning RPA Hype into Full-Blown Reality. Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes.

Episode – 019 Tips for Customer Service Week 2018 - Transforming the Customer Experience

Kristina Evey

Tips on How to Celebrate Customer Service Week 2018. Customer Service Week spans October 1 through 5 this year. Customer Service week is the designated week to celebrate the folks in your company who work with customers and build strong relationships with them. These are the people your customers associate with your brand when solving problems and answering questions. There are people in your company not working directly face to face with your customers.

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12 takeaways from the 2018 Customer Intelligence Summit

Vision Critical

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How Do You Define and Operationalize Customer-Obsession? Two CX Leaders Share Their Experience and Tactics

Customer Bliss

Do you lead your business by thinking about your customers’ wants and needs? Are you putting the customer first? In today’s episode, we revisit two conversations with CX leaders representing global organizations about defining customer-obsession.

AHT in the Age of Omni-Channel Customer-Centric Service


February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. It’s….just

8 Reasons Not to Invest in Customer Experience


A Contrarian’s Guide to Avoiding Innovation and Growth. Customer Experience

Pursuing Your Brand Equity? Part 2


What are you After? Brand equity is one of the most sought after and yet hardest to define concepts in the CX and marketing research world. Even when they have come to grips with defining it, most offerings designed to get at brand equity merely scratch the surface of what’s going on with a firm’s.

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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.

Turn Your Contact Center Service Agents into Product Gurus


James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.”

Millennials in the Workforce

QuestionPro Audience

The majority of millennials graduated from school during the Great Recession (2008), and encountered a harshly competitive workforce. This resulted in many taking part-time jobs, or jobs outside of their degree in order to make ends meet. Millennials are currently the largest generation in the U.S.

Why Don’t People Say What They Mean?

Beyond Philosophy

People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience.

Alliance Enterprise at 2018 Smarter Services Symposium


Astea International to Showcase the Newest Version of its Alliance™ Field Service Management and Mobility Platform at the 2018 Smarter Services™ Symposium. Astea will showcase Alliance Enterprise™ and Astea COO will host workshops on growing service revenue.

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?