Trending Articles

3 Types of Customer Experience Action Essential to ROI


This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended.

ROI 76

Brand Reputation Protection: The Complete Guide


For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth.

Trending Sources

CX 360: How to Align Voice of Employee with Voice of Customer Programs


According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked.

3 Ways Retailers Can Improve Customer Experience With Their Contact Center


No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

More Trending

Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management

Peter Lavers

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives.

Does Your Channel Run In A Silo?

Forrester's Customer Insights

I have spent my entire career in the channel. With 75% of world trade flowing through indirect channels according to the World Trade Organization, I’m always interested in seeing how businesses organize, manage, and execute their partner and alliance programs. We know that B2B marketers have been working to break down silos for years to […].

B2B 42

Why Does Your Company Need a Customer Experience Executive?

CX Journey

Image courtesy of GMC Who needs a customer experience executive? What does this person do? What are the critical success factors for this role? What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software.

eBook 30

Be Warned! Technology Isn’t Everything

Beyond Philosophy

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

How Would You Die On Game Of Thrones?


Winter is finally here, and the people of Westeros haven’t been very proactive about it. Customer Success Managers know that being proactive can save them from churn, but there’s always a chance that your beloved accounts decide to leave you.

Using Robotic Process Automation (RPA) to Reduce Agent Churn


The increasing levels of technology being adopted into the contact center may leave some agents fearing for their jobs, but RPA will only benefit them in the long run. Read More. Jacada Blog

It’s never too late to get CX right

Customer Bliss

This will be a shorter post than normal, but I wanted to put this out there.

Study 22

Does Your Experience Strategy Need a Makeover?

Think Customers

It’s no secret that to be successful, companies must deliver excellent customer experiences. Companies, however, can’t rely on experience strategies of the past. Linear, episodically-designed, and static experience strategies can’t keep up with today’s always-on, hyper-connected customers.

The Ten Commandments of Customer Service

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

Revealed: How To Make Loyalty Easy

Beyond Philosophy

Taking care of your best customers is an age-old concept. It has lasted all these years because it works. Loyalty programs are one of many ways you can do this for these top priority people.

Do You Trust Your Customers? Do Your Customers Trust You?


I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers.

Get Ready For The Self-Driving Economy

Forrester's Customer Insights

Autonomous transportation. If you’re reading this, you have an internet connection, so you’ve heard all about how autonomous vehicles (AVs) are coming to take our jobs, eliminate traffic and give machines the power to make moral choices.

From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60

Customer Bliss

Episode Overview. Wow, can’t believe we’re at 60 episodes!). One of the interesting things about the CCO role in the last half-decade is that you’re seeing CCOs come from other, more-established parts of the organization.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences.

Digital Humanism in the Customer Experience


Today, one of the main expectations regarding the customer experience is its level of personalization. However, often personalization in customer service solutions is merely a simulation of personalization, and a poor one at that.

Opentalk 2017: There’s an App for That: Supporting On-Demand Economy


Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library.

Video 26

My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions


Recently I spent three days in New York City, and they were easily the best three days of my career. I talked with Avaya customers and partners about what’s happening in Avaya Solutions now.

CEM 17

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

The Technology Industry NPS® Benchmarks


The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience.

Shared value is the customer experience of the future: 5 key takeaways from the 2017 Asia Pacific Customer Intelligence Summit

Vision Critical

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Throughout the day, one clear theme emerged: shared value.

How Lane Bryant Turned Its Contact Center Into a Sales Machine


Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary.

Happiness Affects How Consumers View Companies

Experience Matters

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Post Call IVR Surveys: Even More Popular But Not That Useful


After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to provide […]. The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. Comments Sarah, Thanks for stopping by. I don't have specific words.

NPS 20

4 Steps to Monetized Net Promoter®


In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. It takes the Measure and Act cornerstones of NPS®, and builds on them to Monetize and Grow.

eBook 12

7 Local Search Conferences Worth Attending Before the End of 2017

In the ever-changing world of marketing, one truth remains: knowledge is power. It’s the reason you read articles on this site. The more you know, the stronger your local search strategies will become.

Tips 11

Value-Driven Knowledge Management Strategy: Start With the End in Mind


In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program. Our customers often have a clear vision for KM and a good sense of the value KM will help them realize. However, bridging the gap between vision and value can feel like an overwhelming task—the missing link is KM strategy.

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.