CallidusCloud CX

Establishing trust in digital systems to drive performance

CallidusCloud CX

A large part of customer experience is based on the quality of service that agents provide. Customer service, in fact, is such a critical aspect of CX that a large part of ROI calculations revolve around the agents in the experience.

5 Fails to Avoid with Your VoC Program

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on?

Trending Sources

How does technology support the CX core competencies?

CallidusCloud CX

With the recent release of the Temkin Group report, The Four CX Core Competencies , I started thinking about how technology could be applied to strengthen and support these competencies.

Community Engagement: A Driving Force Behind Great Customer Experience

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Competitive pricing, a slew of innovative features and benefits, nailing customer service—the list of methods for getting ahead in today’s competitive marketplace is stacked with valid tactics like these. At the top of that list, though?

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

Using Feedback to Drive Customer Loyalty

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Everyone in my company knows I drink Dunkin’ Donuts coffee every morning. I love the taste. I love the loyalty program. I love that I can place my order by mobile and have it hot and ready right when I walk in the door.

CX Reality Check: Do you and your customers share the same perspective?

CallidusCloud CX

Our CallidusCloud CX team participated in a half-day training session recently, presented by ClearAction.

Rewarding and Encouraging Customer-to-Customer Support…With Games? (part 1)

CallidusCloud CX

By CallidusCloud CX Guest Blogger, Jeannie Walters. ~~~. Your best customers don’t need rewards. But they might like them. And the rewards that have the most meaning to them might not be what you think!

CX Driving Your Digital Transformation

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Customer experience is and always has been at the heart of business. There is no exception to this. Research shows that 49 percent of companies expect to undergo vast digital transformation in the next two years.

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

Analyzing Your Customer Journey

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. The digital transformation has allowed us to market more strategically to our customers. But it’s also caused our customers to want more—more engagement, more value, more memorable experiences—from our companies overall.

CRM still a major force behind unified CX

CallidusCloud CX

There’s renewed talk around the very old subject (relatively speaking in Tech years) of CRM being the key solution to support a unified customer experience.

Building trust in digital systems

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~.

Deepening the value of our Salesforce partnership

CallidusCloud CX

Many of our readers on this blog currently benefit by integrating Clicktools, Badgeville, and other CallidusCloud CX products into your Salesforce environments.

The Ten Commandments of Customer Service

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

Transparency Is Easy to Say but Hard to Deliver

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Jeannie Walters. ~~~. Trust is a huge part of any relationship, and the relationship between customer and brand is no different. Brands have to trust customers not exploit their policies.

What are the risks of gamification in service centers?

CallidusCloud CX

Many of us are quite familiar with the benefits of gamification in the work place, especially in sales and service environments. Things such as increased motivation, engagement, performance, and employment duration sit at the top of the list.

How Sales Teams Impact Customer Experience

CallidusCloud CX

Prioritizing the customer experience (CX) is a key part of remaining competitive—and, frankly, relevant—in a marketplace packed with digitally-savvy consumers who don’t just appreciate added value from brands, but rather have come to expect it.

It’s Not about Winning, It’s about Retaining Customers

CallidusCloud CX

Does the title of this blog freak you out?! Don’t win new customers?!

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

SAP CEO to speak at C3 2017

CallidusCloud CX

We’re really excited to announce that SAP CEO Bill McDermott will deliver the keynote speech at C3 2017.

Rewarding and Encouraging Customer-to-Customer Support…With Games? (part 2)

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Jeannie Walters. ~~~. I discussed why using gaming ideas and peer encouragement and competition could support your overall goals around customer experience in part 1. In part 2, we cover some of the best ways to achieve this.

Silos Are For Farmers!

CallidusCloud CX

By CallidusCloud Guest Blogger, Annette Franz, CCXP. ~~~. In my recent webinar with CallidusCloud|CX , I talked about nine behaviors of CX Losers. There are more than nine, without a doubt!) If you haven’t had a chance to check it out yet , please do.

How Technology Changed the 5 W’s of Customer Communication

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Technology in the digital transformation has changed every aspect of business—especially how we communicate with customers.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

WEBINAR | How to stay off the CX loser list

CallidusCloud CX

Have you ever heard of the “customer experience perception gap?” ” It’s defined by a statistic that has been around for several years: 80% of executives believe that they deliver a superior customer experience, but only 8% of customers agree. What gives? How is that possible?

The 5 qualities you need to earn customer trust

CallidusCloud CX

Do you factor emotion into your CX strategy? Beyond the quantitative data points we’re used to gathering in surveys, more companies are beginning to bring harder-to-measure, qualitative factors into the CX mix as they leverage sophisticated feedback technologies such as text analytics.

A Moment of Truth in 47b

MaritzCX

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet.

Lessons From Leaders At Brands Where CX Is Working

Storyminers

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you).

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.

The Do’s and Don’ts of Customer Experience Management

Jacada

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More. Jacada Blog

CEM 110

Candidate experience is also customer experience

Customer Bliss

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers.

Why CX Governance Matters

MaritzCX

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective.

5 Customer Satisfaction Templates You Can Use Right Away

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

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.

Silos don’t have to hurt your CX, but they often do

Customer Bliss

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.

Achieve CX Zen with Focused Reporting

MaritzCX

Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a.

Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third.

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?