Trending Articles

When IVR meets Visual Assistance – Retaining the Lost Waiting Time


IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad.

Making Efficiency a Healthcare Priority


A few days ago, I found out that I need to get surgery on my right elbow. It’s been hurting a long time now, during the course of which I’ve seen various medical experts in hopes they would have a solution. The healthcare industry is something that everyone utilizes even though it has a bad. View Article. Healthcare

In Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours - Transforming the Customer Experience

Kristina Evey

The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer.

What is Employee Branding? And Why Does Your Company Need It?


You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point.

Brands 162

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

More Trending

Use Innovative Service To Consistently WOW Your Customers!!

Wired and Dangerous

Today’s wired and dangerous customer is looking for organizations that are continuously pushing to enhance the customer journey and take their customers’ experience to another level. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth.

Which Customer Experience Tools Can Boost Your Strategy?


Managing the customer experience (CX) has become a top priority for many of today’s business organizations.

Tools 130

Digitizing the Dealer Service Center: Time for the Technician to Come out!


In many cases, the current customer journey delivered at dealer service centers is not ready for the prime time. The present model at many stores has been in place too long and that’s because it’s always the way we’ve done it! While boomers might have settled a long time ago for just good enough, the. View Article. Automotive

Episode 008 – Creating an Effective Customer Journey Map - Transforming the Customer Experience

Kristina Evey

Episode 008 – Creating an Effective Customer Journey Map Shownotes. What Journey Mapping ISN’T. Not a process map. Not or training manual. Not what you hope customers experience. Not the time to map out every single touchpoint and the stuff behind the scenes to make the magic happen for the customer. Not silo driven. Not company focused on driving profits or sales. What Journey mapping IS. A story of what the CUSTOMER experiences.

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven.

Optimal Customer Journey Road Map [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.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is


The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC?

How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer


Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers.

Brands 156

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

Episode 005 – CX From the Customer Perspective - Transforming the Customer Experience

Kristina Evey

Shownotes … Customer Perspective is really the only thing that matters in any Customer Experience work. I know that you are doing what you think is best for your business and your customer. I know that most of you, simply because you are listening to this podcast, are looking to create solid experiences for your customers that will bring them back to you time and time again. But what if your customers don’t think the same way you do?

How Can You Leverage GDPR to Improve Customer Experience?

Customer Bliss

As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. All of these updates are related to the General Data Protection Regulation (GDPR) that was passed in the European Union this May.

5 Franchise Marketing Strategies to Drive Revenue


Franchise marketing in today’s digital world can be challenging and complex.

So Many Customer Experience Lessons – So Little Time!

Michelli Experience

I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines.

How to Create an Exceptional Customer Experience

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

How 4 industry-leading Canadian brands use insight to improve CX

Vision Critical

The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments.

Episode 007 – CX Depends on Hiring Right - Transforming the Customer Experience

Kristina Evey

Hiring Right – Episode Number 007 Shownotes… So much of this work is dependent on hiring the right people to execute the desired customer experience. If you have people that aren’t concerned about customer service and making the customer happy enough with their experience doing business with you, then you have a little additional work to do.

How do you operationalize “Customers are our #1 priority”?

Heart of the Customer

I recently moved to a new part of town, and the local Wendy’s has “We love customers” on their placard. My dry cleaner has the same message printed on their hangers. Who cares? What is the purpose of such a generic statement?

Are You Making The Most Of Scarcity As A Marketing Strategy?

Beyond Philosophy

We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects.

Customer Experience Transformation in Telecoms

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

A Fish Rots from the Head Down

CX Journey

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc.

Driving CX transformation within the C-suite

Vision Critical

Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch.

An Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience - Transforming the Customer Experience

Kristina Evey

Customer Journey Mapping. Map the Experience Your Customers Have. This concept is nothing new… yet so many company leaders have not done it… or – at least- have not done it effectively. Leaders tend to get overwhelmed with the process, and no wonder.

When Employees Misuse Their Authority Over Customers

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

The Ten Commandments of Customer Service

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

Why Don’t Customers Buy After They Say They Will?

Beyond Philosophy

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not.

CX Storytime Podcast of When Shame Came to Town

The Upsell

? Stay tuned for a story of public humiliation, misdeeds and good intentions This is the CX Storytime Tale of…. When Shame Came to Town In this episode, not one but THREE tales of customer experience shame.

Make Sure You Delegate Enough

Middlesex Consulting

Failing to delegate decisions to your team will kill you, kill your team, or kill your business. All these outcomes are really bad! To make sure none of these outcomes occur, we need to discuss your trust and self-confidence. Lets take trust first. Trust You may not trust (empower) your team to make decisions […]. The post Make Sure You Delegate Enough appeared first on Middlesex Consulting. Customer Experience employee engagement trust

4 Times the World Cup Summed Up Our Life as a CSM


The World Cup is now behind us. In every corner of the world, the past month brought about joy, pain, sadness, but mostly lots of friendly fun and celebrations.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.