Trending Articles

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!


The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops


“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey.

Why Learning CX Will Make You Happy and Successful


Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.

5 Tips to Improve Franchise SEO


Franchises today are working on improving their SEO strategy to be found in local searches. Let’s say you own a franchise with 50 locations. You provide high-quality burgers at each location. You also make sure amazing service is provided at each location.

Customer Experience Transformation in Telecoms

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

More Trending

Are You So Good Your Customers Would Pay You Double?


What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, Or, will it?).

Augmenting Employee Performance With AI And Other Technologies

Forrester's Customer Insights

In a major new research report, The Technology-Augmented Employee, I take on a problem that’s vexing CIOs and government leaders alike. In aggregate, US companies face a productivity paradox: Despite billions of dollars invested in technology, growth in employee productivity has slowed since 2004. Even though global technology spending will for the first time pass […].

Strativity Touches Down in Australia with Pareto Fundraising JMA Course


Strativity’s Touchpoint Dashboard touched-down for a historic week “Down Under” in Australia this week. The Touchpoint Dashboard touch-down was recorded for posterity in this Australian recreation of the Beatles’ Abbey Road album cover, shot in picturesque Glebe, Sydney.

Escaping the deserted island of strategy. A Customer Experience perspective from Manuela Pifani


As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed.

The Ten Commandments of Customer Service

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

How to Woo Your Customers

Happy or Not

What is happiness?

How Leadership Impacts Customer Service and Experience at Samsung Electronics America

Customer Bliss

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America.

Are Businesses Overconfident in Their Omnichannel Customer Experience? Survey Says Yes


Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel), they choose.

5 Ways to Keep Survey Respondents Engaged

QuestionPro Audience

Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands.

Tips 14

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

It’s Time To Fix Your Broken Business Culture

Forrester's Customer Insights

Culture remains the No. 1 barrier to successful digital transformation. Every time we survey business executives about digital transformation, they tell us that their organizational culture is a problem. After years of looking at data and interviewing executives, I can now see that the word “culture” masks a multitude of sins inside the organization. Which […].

The Race to Build the Best Chatbot

Smarter CX

Empathy, trust, and warmth are not terms typically associated with machines, yet early adopters are already starting to embrace the realization that a shift in engagement is coming.

B2C 7

Love Your B2B Product: 4 Partners that Make a Magical Design Match


Reading Time: 4 minutes On this Valentine’s Day when so many are professing their love, why not give your B2B product a little love as well?

Building a Customer Loyalty Program That Drives Brand Love


When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar.

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.

Using AI in Contact Centers to Create Better Customer Engagement


I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an understatement.

Top Gear Marketing: How Honda Measures The “Rhythm Of The Brain”

Forrester's Customer Insights

Why Should You Care? Ever seen puppies on ads? How about babies? If you have, chances are that you weren’t seeing much of anything else. When I first collaborated with Nielsen Consumer Neuroscience, they shared a straight-forward eye-tracking heat map of an audience watching a commercial involving shelter pets. The dogs were adorable. And everything […].

“I’m a LOSER Baby, So Why Don’t You Show Me [the data]?”


Stop me if you’ve heard this one before… “There once was a man named Doug, Whose pants were far too snug. Before ‘twas too late, He had to shed some weight, So his wife, he could properly hug.” Ah…the joys of returning to work after the holidays. Like so many years before, I readied myself. View Article. Retail

CJM Series, Part 3: 5 Pitfalls of Customer Journey Mapping and How to Avoid Them


Reading Time: 3 minutes You’ve overcome objections to journey mapping, gathered the necessary resources, and organized a team to tackle the project. Now what? It’s time to begin mapping, but don’t fall victim to these 5 pitfalls: 1) Lack of scope.

5 Customer Satisfaction Templates You Can Use Right Away

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

Customers help spread the love


Customer service professionals could be forgiven for thinking that their efforts to ensure top-quality assistance go largely unnoticed; we tend to assume bad experiences have a more lasting impact on customers, and that a good customer experience is quickly forgotten. However, new research shows that customers are just as likely to share a positive experience as a negative one.

Amazing Business Radio: Skip Cohen


Backing Your Upset Customer Off the Ledge. Shep Hyken Interviews Skip Cohen on How to Handle Angry Customers . How well do you deal with angry and complaining customers? . . ?. Shep Hyken talks with Skip Cohen about the best ways to solve problems and deal with unhappy customers.

The State of Social Customer Support in 2018


Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum.

What Is Local Content and Why Is It Important To Small Businesses?

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?

The Power of Fast!

Wired and Dangerous

The root canal had a hiccup. Three weeks after the dental procedure, Chip called his world-class dentist to alert him that mild discomfort had returned to his wayward tooth. He was calling for an appointment. “He He wants to see you right now,” said the receptionist.

Customer Experience: The 5 love languages


The Five Love Languages by Gary Chapman explores how different people experience, express, and receive love. The original concept dealt with personal relationships, but customers have their own five love languages, too – all of which enhance the Customer Experience. Feeling valued. When companies make buyers feel like they matter people often feel safe with and connected to that business.

CX Secrets: Keeping a CX Mindset


Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent.

Be Passionate About Your Customers and They Will Never Leave – CX Lessons by Ms. Shweta Jha, Quality and Customer Experience Manager, Ferns N Petals

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.

7 Steps to Elevate Your Customers' Experience

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