Trending Articles

Debunking Online Invitation Myths

MaritzCX

This is an article written by MaritzCX for the purpose of examining survey behaviors through data analysis, where the connections are illustrated.

Are Robots Replacing Humans?

Jacada

Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions.

5 Customer Satisfaction Metrics You Need to Track

ReviewTrackers

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth.

Learn To Drive Customer Success With Live Chat

Kayako

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

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Why Determining Your Power Core Focuses Your Customer Experience Strategy

Customer Bliss

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform.

4 Ways to Stop Being a Business of No

Steve DiGioia

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards.

3 Ways the Best Brands Do Omnichannel Right

360Connext

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey.

How Does a Plant Closure Help Customer Experience?

Heart of the Customer

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch.

How to Create an Exceptional Customer Experience

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

Your Keys to Outstanding Experience Design

Michelli Experience

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents.

A #MakeMomProud Action Toolkit: 3 Steps to Earn Trust with “No Surprises” Language

Customer Bliss

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration.

Traditional RPA vs Customer Service RPA

Jacada

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation.

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

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Customer Experience Transformation in Telecoms

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

Customer Volcanoes

Wired and Dangerous

Working in Nicaragua we were surprised to see active volcanos with large craters and smoke seething from their tops. Volcanos usually offer a warning before “blowing their tops.” Sometimes, it is added smoke billowing into the skyline; sometimes it is a series of minor earthquakes.

The Power of Positivity

CX Chronicle

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

How Robots Are Changing Retail

Smarter CX

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences.

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The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct.

The Ten Commandments of Customer Service

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

My Rock, My Story: How Irvine Company Uses a Customer Room for Employee Engagement and Accountability

Customer Bliss

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization.

What really makes customers happy?

ijgolding

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

5 Examples of Excellent Customer Service (And What You Can Learn)

Retently

Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies.

4 Customer Support Myths to Avoid

Joe Rawlinson

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How Zocdoc Reviews Can Help You Connect with Patients

ReviewTrackers

The growing number of healthcare review platforms like Zocdoc gives medical practices an online presence. With Zocdoc reviews, doctors can gain new patients and increase their reputation. Having an online footprint is essential, especially in the healthcare industry.

Telling Your Customer Stories through Journey Maps

CX Journey

Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?

4 CX Lessons from Unusual Places

Smarter CX

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you doing enough to stand out and be memorable with your customer experiences? In episodes 28-31 of Experience This! ,

Six Critical Principles Businesses Are Ignoring – Are You?

Beyond Philosophy

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom.

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.

[Infographic] Customer Success Metrics Cheat Sheet

Amity

Metrics, metrics, metrics. everyone is looking to better understand their customers and the outcomes of their customer success efforts. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention.

The Business Page Owner’s Guide to the New Facebook Recommendations

ReviewTrackers

Earlier this month, Facebook rolled out a series of visual changes and feature tweaks to local business Pages. A major part of Facebook’s latest update is the departure from traditional customer reviews and ratings and the introduction of “Recommendations.”. Facebook Recommendations.

UJET wins a Stevie Award for Tech Startup of the Year- Software

UJET

UJET brings home bronze with a Stevie for Tech Startup of the Year – Software. UJET Contact Center cloud-based contact center

How a Multi-Language Customer Support Empowers Your Business

Merlin

The internet has transformed the way humans transact and communicate, highlighting how diverse language is. Modern globalisation is the pathway that led companies to face more international clients now than before.

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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?