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.

Online Communities: Help Your Customers Help Each Other

CallidusCloud CX

By CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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.

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.

Customer Experience Transformation in Telecoms

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

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.

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.

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.

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.

The Ten Commandments of Customer Service

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

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?!

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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.

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.

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.

Are You Ready For The Digital Transformation?


What is Digital Transformation? Where do your organization’s digital efforts stand? Are you doing all you can to differentiate yourself from your competitors? Are you truly positioned to innovate within your industry?

The Best CX Leaders ROCK at These 3 Things


For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. The journey is just as important as the product!” Who knew!?)

How To 150

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett


The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn


This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

Hotels 143

5 Customer Satisfaction Templates You Can Use Right Away

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

A Moment of Truth in 47b


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.

How Cadillac drives customer centricity in the luxury market

Vision Critical

Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. But Cadillac’s legacy is also its biggest challenge. When consumers think of the future, they don’t necessarily think of Cadillac.

Anheuser-Busch Refreshes Survey Program for Wholesalers and Retailers


Overview For more than 160 years, Anheuser-Busch (A-B) and its world-class brewmasters have carried on a legacy of brewing America’s most popular beers.

The CX topic we need to address more

Customer Bliss

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that.

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?

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization.

3 Most Important Criteria Choosing a Robotic Process Automation Solution


Today, there’s a growing consensus that the age of robotic process automation (RPA) has arrived, capable of significantly increasing operational efficiency, thus offering clear-cut cost, performance and scalability benefits.

Want to Deliver the Best Customer Experience? It Takes More Than a Metric


It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience.

Improving the Respondent Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience.

7 Steps to Elevate Your Customers' Experience

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