CallidusCloud CX

Online Communities: Help Your Customers Help Each Other

CallidusCloud CX

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

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.

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.

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.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

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!

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.

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.

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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.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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.

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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.

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.

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?

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.

Customer Experience Transformation in Telecoms

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

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.

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.

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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.

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.

The Ten Commandments of Customer Service

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

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.

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?

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?!

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Improve Customer Experience with the Help of These 4 Teams


When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

How to Start Improving CX in the Real World


I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

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Companies showing great CX in the wake of natural disasters

Customer Bliss

Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them

Comm100 From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master.

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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.

Develop and Commit to a Set of Core Values to Elevate Customer Experience

Customer Bliss

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years.

Do You Need to be Assertive to Provide Great Customer Service?

Steve DiGioia

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right?

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)


I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment.

Why Going to a Baseball Stadium Is About More Than The Game


Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball.

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5 Customer Satisfaction Templates You Can Use Right Away

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

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….

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How to Use Continuous Improvement Strategies for Customer Experience Improvement


In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences.

The importance of customer culture – an interview with Chris Brown


This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people.

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates


Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.

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?