Customer Experience Management starts with Effective Customer Data Analysis


Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience

The customer journey will be forever changed as a result of COVID-19


Staying connected to your customers through customer feedback will help your brand navigate the impact of the coronavirus now, and after we emerge on the other side of the curve. Customer Experience Voice of the Customer

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Key moments that medical centers can optimize using the Voice of the Patient


When it comes to selecting a medical center, patients now have the tools at their disposal to search for and compare the ones that best meet their needs. Medical centers are now expected to offer a positive Patient Experience (PX) that is critical to attracting and retaining patients.

An update to our customers regarding COVID-19


We would first like to share our heartfelt support to all those affected by COVID-19. You are foremost in our thoughts as we navigate this pandemic and its impacts together

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

5 recent CX stories you should check out


Based on how much Customer Experience (CX) in general evolved in the 2010s, it will be interesting to see where we will be just ten years from now. Customer Experience

3 Customer Retention Strategies to Hold the Keys to Customers’ Hearts


It is five times more expensive for you to acquire a new customer than it is to retain one. With Customer Experience statistics like these, brands are under more pressure than ever to boost customer retention. Customer Experience Voice of the Customer

7 Must-Hear Customer Experience Podcasts


Whether you’re on your work commute, doing your everyday workout, or even just knocking out a project at work: listening to podcasts is becoming more and more part of our daily routines. Customer Experience

Closing the Customer Feedback Loop: 6 Essential Elements You Need


Shoppers are becoming more omnichannel and 4 more CX stories you should read


With summer now officially upon us, it’s time to take a look at some of the great Customer Experience (CX) stories that caught our eye recently. Customer Experience

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

4 Great TED Talks on the Power of Context in Data Analysis


Data is everywhere. We’ve never had so much of it at our fingertips. We now have data on pretty much anything imaginable. But Customer Experience (CX) professionals face a pivotal challenge from this abundance of data.

Making Sense of the 2019 Marketing Technology Landscape


It seems more and more is being asked of Marketers nowadays. From content generation, social media management, even managing the Customer Experience , to name a few – it is easy to feel overwhelmed.

2019 Holiday Shopping Season: 5 retail predictions that stood out to us


It’s beginning to look a lot like the holiday shopping season is upon us. So, what can retailers expect from their customers this year? Customer Experience

3 Reasons Why Closed Loop Feedback is Key to Your CEM Efforts


A crucial part of Customer Experience Management (CEM) is not only putting in place the means to deliver great experiences for your customers, visitors or users.

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How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

11 Must-Attend Customer Experience Conferences in 2020


Customer Experience (CX) can make or break a brand. With 2020 upon us, brands must stay on top of all the latest CX innovations, gleaning opportunities, and cautionary tales to ensure their CX program prospers over the next decade.

Who manages the CX and 4 more recent CX articles you should read


Every day brings about great insights, statistics and debates about the various aspects and minute details of the Customer Experience (CX) that it can be easy to lose track. Customer Experience

Don’t be an armchair CX Professional. Here's how to win the CX game


What does a football team need to do to win the ultimate prize? Sure, a well-timed, rousing speech from the coach always helps. At least, it has in countless TV shows and movies in the past.

10 of our favorite iperceptions CX posts from 2019 to take you into 2020


2019 has just flown by. With over 4 in 5 marketers expecting to compete primarily on Customer Experience (CX), this is a topic that is being discussed, analyzed, and scrutinized now more than ever. Customer Experience Voice of the Customer

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

6 ways to improve your Customer Experience Dashboards


A great Customer Experience dashboard is so much more than just pretty charts. Voice of the Customer

Top 5 Customer Experience Trends To Look For in 2019


In 2019, the heat will be turned up on Customer Experience (CX) professionals to design positive, memorable experiences that will attract new consumers, and keep existing customers from fleeing to their competition. Customer Experience

10 Do’s and Don’ts of Customer Experience Measurement


More than 4 in 5 of brands now expect to compete based on the Customer Experience (CX), according to Gartner. The need to measure the CX has never been greater. But what makes for a successful CX measurement program? Customer Experience Voice of the Customer

The Importance of Digital Transformation


The business world is continually evolving. With new marketing and management trends, plus the ever-increasing awareness and sophistication of markets, companies that want to succeed today must be willing to change and adapt quickly. That is why digital transformation is more important than ever.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

16 Must-Know Stats and Quotes on the Car Buying Customer Journey


The car shopping customer journey is long and winding, with many speed bumps and sharp turns you have to navigate before you finally put pen to paper on the car of your dreams. Digital Marketing Customer Experience

Figuring out the in-store mobile experience and 4 more CX stories you should read


Doesn’t it feel not very long ago that we were kicking our feet up, sipping eggnog and enjoying the holiday season? Customer Experience

Want the full story behind the CX? Inject context


The pressure for brands to offer an amazing digital Customer Experience (CX) has never been higher. But as much as we may try, no website or mobile app is perfect. Product & Innovation

6 Facts You Need To Know About The Mobile Experience


The mobile phone has transformed the world. We are now connected like never before with smart phones becoming our main gateway to the internet and the world. According to eMarketer, there will be over 30 million mobile-only internet users by 2016.

How Communities Can Supercharge Your Business, Brand and Teams

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.

How To Get The C-Suite Behind Your Customer Experience Initiative


The customer experience is critical to succeeding in today’s hyper competitive landscape. However, it will almost always require cross departmental support from marketing and IT to sales and finance.

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Customer-Centric Roundup: October 2015


The competitive arena of customer experience continues to influence how brands develop and evolve. Leaders across industries need to recognize how the customer experience is changing with time, and ensure that they make strides to improve their own programs.

5 Key Skills You Need To Become A Digital Marketing Superstar


We live in a world dominated by technology. From smartphones to apps to wearables, consumers today are always connected. As a result, marketing has undergone a seismic shift. To reach, interact and delight their customers, marketers need to understand how to succeed in a digital world. Digital Marketing

6 Reasons To Consider A Full-Service Voice of the Customer Program


There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages. Voice of the Customer

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

16 Helpful Tips For How To Increase Your Survey Response Rates


Asking your customers to complete a survey is like starting a conversation with them. You should everything you can to approach your survey design as such. Voice of the Customer

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