Innovative CX

Creating a multi-generational culture to support your CX strategy.

Innovative CX

Baby Boomers, Millennials, Gen Xers and Gen Z’s make up our current workforce, but each has a unique set of needs. How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Consider these examples.

Who “owns” the customer? The answer may surprise you!

Innovative CX

What’s your gut reaction when you hear the question, “Who owns the customer in your organization”? A frequent response I hear is, “Everyone does!”. While that may be an expected, even a noble answer in the world of customer experience, is it the right one?

Are we making it too complicated when trying to improve the customer experience?

Innovative CX

I’m continually amazed how difficult it is to do business with organizations of all sizes across a variety of industries. For some reason, when we walk through the doors of our organizations, we sometimes forget that we too are consumers.

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Five Ideas to Address the CX Naysayers in Your Organization.

Innovative CX

“We have seen the enemy and he is us.” This statement came to mind as I talked with a colleague who was challenged with the lack of progress at convincing his organization to get on the CX bandwagon.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Life is just a series of freshman years!

Innovative CX

My adult children have grown tired of me saying this phrase repeatedly, but it still rings true for me. Deciding to begin a new venture brings with it all the anxiety, worry and irrational fears as did my first day in high school or orientation week at college.

The 7 Habits of Highly Effective People For a Better CX

Innovative CX

A leadership guide that could help improve your customer experience! One of my all-time favorite books is The Seven Habits of Highly Effective People by Stephen Covey [1]. Released in 1989, it has since sold over 25 million copies worldwide [2].

We're Hiring!

Innovative CX

This phrase seems to be everywhere these days. With record low unemployment and an economy that keeps surging along, employers are in desperate need of employees to serve their customers.

Ask these 3 questions.

Innovative CX

And your customers and employees will have a better experience with your organization! As a rule, I’m not a fan of lists such as these: · 10 steps to improving your CX. · 5 methods to improve your contact center performance. ·

I can't afford to invest in CX!

Innovative CX

“We’re totally focused on getting our products out the door or delivering our services”, said a small business owner to me. In the past, if someone had said that statement to me, I would have said, “You can’t afford NOT to invest in CX”.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Three-Legged Stool of Customer Experience

Innovative CX

People, Processes and Tools. I hear them often in discussions and presentations as critical to the execution of an effective customer experience in an organization.

Customer Experience: Program or Mindset?

Innovative CX

During our lives, I imagine most of us have tried to learn a second language. Possibly because we were required to in school, we were traveling to a foreign country or we simply wanted to expand our knowledge of other countries and cultures.

Transactions or Relationships?

Innovative CX

Do your customers want transactions or relationships with your organizations? This is typically the first question I ask when speaking with aspiring professionals about customer experience strategy and design. It isn’t intended to be a trick question. The answer is simple – it’s both.

When Mistakes Happen.

Innovative CX

And you know they will if humans are involved in delivering products and services to your customers. Are you ready? Do you have an effective service recovery process in place to handle those mistakes?

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

What's in a Name?

Innovative CX

Have you ever been in a discussion with colleagues when the question is asked, “Who owns the customer in our organization?”. Or better still, “Who owns the customer experience?” I know I have been all too frequently. The noble and perhaps expected answer is “everyone does”.

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Your Satisfaction Guaranteed!

Innovative CX

Do guarantees help or hinder your customer’s experience? In this post, I revisit another “oldie but goodie” HBR article. Lowest Prices guaranteed! 100% satisfaction or we’ll make it right! Get it in an hour or it’s free! Make your best deal and we’ll beat it or pay you $500. Guaranteed. Period.

Simply the best.

Innovative CX

I recently posted a favorite quote of mine by Alan Turing… “Sometimes it is the people no one imagines anything of who do the things that no one can imagine”. During my travels last week, I encountered 2 individuals delivering exceptional customer experiences.

Will 2019 be your CX program’s ‘bifurcation point’?

Innovative CX

Evaluate your CX program against these indicators. The Bifurcation Point. Have you heard that term before? I did, many years ago and wondered what it was. Chuck McFall, a well-respected expert and consultant in the area of product management first introduced me to the term.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Could these be your "Customer Experience" New Year's Resolutions?

Innovative CX

Small Steps. Don’t ‘boil the ocean’ when it comes to your CX initiatives. Instead, work on very focused actions that can have immediate impact like changing a policy or improving a process. Listen. Commit to calling 5 customers a month.

If CX is #1 - Why Do These Things Happen?

Innovative CX

In a previous blog post I mentioned that I was presenting to a group of 200 service executives and asked a simple question – how many had checked their IVR in the last 24 hours? No one. Last week? No one. Last month? A couple of hands were raised.

The One to One Future. Building relationships one customer at a time

Innovative CX

A few weeks ago, I was perusing my archives and came upon the HBR article, Staple Yourself to an Order which I blogged about [ [link] ] because it was impactful to me in the early 90’s and still is today.

Do you have "boil the ocean syndrome"?

Innovative CX

Boil the ocean. Solve world hunger. I’m sure you’ve heard these terms in your organization at some point in time. Too often in speaking with my CX colleagues, I hear this phrase as well, feeling as if they must boil the ocean to implement their CX strategy.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Staple Yourself to an Order

Innovative CX

In 1992, I read a Harvard Business Review article entitled, Staple Yourself to an Order by Shapiro, Rangan and Sviokla. This article has stuck with me through the years. I’ve recommended it to my colleagues and clients as something to consider when talking about improving their customer experience.

Would the Sharks invest in your CX strategy?

Innovative CX

I admit it. I’m addicted to the television program, Shark Tank. I DVR new and repeat episodes and watch them when I can. I’m intrigued by the variety of entrepreneurs and what causes Sharks to decide to invest.

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How to Improve Your Customer Satisfaction Score (CSAT) Score


Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

How to Use Surveys to Land More Business Leads


Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Why an Effortless Experience Isn’t Enough for Customer Loyalty


A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.

Alexa, How are My SLAs Doing?

NICE inContact

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.

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How to Disrupt Your Competition


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Employee Experience – Good for Employees, Good for Business


Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

How to Prove the ROI of Your Voice of the Customer (VoC) Program


They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

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