Sat.Mar 11, 2017 - Fri.Mar 17, 2017

Trending Sources

Digital Engagement on the Voice Channel


Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app. Read More. Jacada Blog

How does a customer-focused CEO make decisions?

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. 1 Decision-Making Style: They Decide With Clarity Of Purpose. This behavior is a hallmark of CEOs obsessed with building customer-driven growth. This takes two forms.

So you attended the Customer Experience workshop, what now??? by Paul Clavering


If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. This often generates initial clarity and in some cases a Level ‘0’ or Level ‘1’ model is produced. I have been fortunate to attend a few of these with differing results. Ownership.

What vCommerce Brands Get Right About Customer Experience


Could your company be blamed for a failed essay? Warby Parker had better hope not. My @WarbyParker home try on package is arriving tomorrow and I am so excited I can’t focus on my essay. Brandon (@TheBrandonPFrye) February 22, 2017. billion valuation. And what an advantage! Customer experience is more than just paying lip service. Click To Tweet. Just staff and samples. Click To Tweet.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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Brainshark B-B Chief Customer Officer Diane Gordon – CB42

Customer Bliss

Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. About Diane. A Tech Writer As A Customer Foundation. Proving The Impact.

Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!


Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T. Apart from it being in my genes….

In 2020, Customer Experience will Overtake Price and Product Quality as the Key Brand Differentiator


Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More. Jacada Blog

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are. It is easy.

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.

5 Best Practices for Keeping a Killer Knowledge Base


Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. A knowledge base is how you communicate with customers.

#SXSW: Emerging AI with a Focus on Greater Experiences


It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. Copyright 2017 · 360Connext. But I’ve also been soaking in the “next” that is what is shared here. Bots are everywhere. Here’s to the makers! Sign Me Up!

Harvesting the Benefits of Digital Self-Service


There are many advantages to be gained from guiding customers into channels where they can resolve their problems without requiring an agent’s help. Read More. Jacada Blog

Startling Revelation! Tell More Jokes To Get Ahead in Business

Beyond Philosophy

When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time honing my sense of humor than reading my textbooks. I’ve experienced this firsthand. The room was silent. When you’re giving a speech.

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Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

Crush Contact Center Silos to Improve the Customer Experience


By Lorraine Schumacher. CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. But too often, business silos keep you from using that information to make your business better. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold.

GDPR – Could Be The Best Kick Up The Backside

Martin Hill-Wilson

The General Data Protection Regulation (GDPR) hits home 25th May 2018. Lawyers and consultancies are having a field day. Many of their internal counterparts are hyperventilating over the size of challenge and lack of corporate urgency to get ready. This time the challenge is all the greater since existing legislation has remained toothless in terms of meaningful consequences.

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Omnichannel – Necessary, but Complex


As customers adopt multiple contact channels, challenges like digital pivoting come to the fore. The present ubiquity of smartphones, the rapid growth of Social Media and the interconnectedness of modern consumers means that companies today face something of a quandary. Read More. Jacada Blog

Casual sexism is alive and kicking in UK boardrooms

Helen Dewdney

Only a day after International Women’s Day, at a Retail Week seminar entitled “How to become a non-exec director”, one was left wondering what role women had as non-executive directors. The session was provided by three male chairmen of boards, one male commercial director and one male chair of panel. Perhaps someone should have a word with the organiser about ensuring some diversity? During the seminar John Allan, chair of the Tesco board, made remarks about white men becoming an endangered species. If you are a white male, tough. I was at that seminar. you are at an advantage.”.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Optimizing the Contact Center: How to Make Every Service Engagement a Success


Recently, I stumbled upon a terrific article in the Harvard Business Review , “ Kick-Ass Customer Service. ” (The title alone makes the article a must read.) In it, the authors do two things effectively. First, they argue for updating contact center training and management approaches, particularly in the era of customer self-service. On both points, we couldn’t agree more. Where do I start?

Recipe for Service Greatness

Wired and Dangerous

In today’s hyper competitive market customers long for organizations they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take the customer’s breath away! We believe there are three ingredients that create this superb service greatness recipe. Those ingredients are: the dream, the drive, and the discipline. What is your dream?

CX Journey™ Musings: No #CX Budget? No Problem!

CX Journey

Image courtesy of Tax Credits No customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. After reading that last post, did you feel like it was all gloom and doom?

Is Facebook Listening? (And So What If They Are.)

Forrester's Customer Insights

From time to time, an anecdote comes across our desks that, as researchers, we find hard to leave alone. A few months ago, one of these opportunities appeared, and we thought it might be interesting to lift the hood, and show you how we dig into tough research hypotheses and decide if and when to write about them. Here's what happened. That's when we got curious. Facebook. ad blockers.

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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?

Top 15 Mistakes Made By Customer Service Professionals (Infographic)

Provide Support

Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction. So what are the most common mistakes made by customer service professionals? Read more.

Customers Buying Habits Are Changing. Are You Keeping Up?


Every day I get an email from, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. Now, before we go further, even though focuses on the retail industry, what I’m about to share is relevant to every business in every industry. It’s incredible.

How to be More Productive (and Less Busy)


The difference between being productive and being busy isn’t obvious at first sight. In both cases, you work up a sweat to get your tasks done, but only one way will lead you to success. We all know this feeling when we have so many tasks on our to-do list , that we wish the day could have 48 hours (I always wished to go a couple of days without sleeping). And you know what? Constant messaging.

Your Customer Journey Map Looked So Good You Had to Frame it…


I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning. The stages, View Article

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner


The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. To meet these expectations, nearly 90% of businesses today compete solely based on the CX.

Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B

Waypoint Group

Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score. But few are able reap the financial rewards associated with improving their NPS. We know that business thrives with more Promoters and fewer Detractors, so why is an improvement in NPS so difficult in B2B? We use the meaningless word, “Customer” Most B2B […].

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Be Part of the 2017 Engage Global Customer Awards


Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale?