Trending Articles

Are You a Good Listener? Here’s How to Tell

Steve DiGioia

…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening.

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Companies that Cheat are Dull: How to Ensure That You Shine!


Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy.

How BuzzFeed, Stanley Black & Decker and Group Nine Media are creating insight-driven businesses

Vision Critical

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. But despite the dark-and-gloomy weather, the evening was a success.

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3 Big Themes from the Most Dedicated CX Experts in the World


The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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5 Ways to Grow Your E-commerce Using Customer Service


If you to run a successful e-commerce store then exceptional customer service, customer satisfaction, and retention are essential. Having a well-defined customer service strategy in place can no longer be an afterthought.

How to Increase New Hire Retention


High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to replace them , meaning a high bounce rate can be detrimental to the company’s progress.

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Why Core Values Need to Be in Your Customer Experience Focus - Transforming the Customer Experience

Kristina Evey

Embed Core Values into the Customer Experience. Core Values are the fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. They are your company’s principles, beliefs, or philosophy of values.

Want to Improve Your Customer Relationships and Bottom Line? Put Yourself in Your Customers’ Shoes Says CCO at Rigor

Customer Bliss

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor.

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.

5 Things You Should NOT Do in the Name of Customer Experience [Infographic]

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli.

7 Ways Phone Calls and Live Chat Improve Customer Retention and Revenue


My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management.

Create Strong Customer Loyalty with “Color Their World”

Who's Your Gladys?

Imagine this. It’s 3am. You’re sound asleep. Then, BING – your eyes pop open as your mind replays a stressful service scenario from the day before. You failed with a customer. Or at least that’s how it feels.

How Are You Learning About Your Customers’ Expectations?

Wired and Dangerous

There is no one on the planet smarter than an eager beaver just back from a best practices conference. In the sixties when my dad encountered such a person he would tell my mother, “If I ever get that smart I want you to slap me silly!”

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Mama’s Manners: A Guest Post by Chip Bell

Customer Bliss

In honor of the launch of my newest book, Would You Do That To Your Mother? today’s guest post is from Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service , and many other customer service oriented books.

Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic


The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people.

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Amelia Sizemore Is Now A Certified Customer Experience Professional

Kerry Bodine

Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over.

New Grads: Take This One Lesson to the Workforce

Smarter CX

Speeding along the flatlands of Nebraska, I found myself waxing nostalgic about both my past and my youngest brother Callaghan’s future. I was headed to Creighton University in Omaha to watch Callaghan graduate from college.

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Customer Experience Transformation in Telecoms

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

I’m Hammer, You Must be a Nail

CX Chronicle

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to impact the business world in a way that is congruent with our beliefs, knowledge, skills, and experience.

What Customer Success Managers Need to Know About the GDPR


We’ve been talking about it for a while, but here we are. The GDPR officially comes into effect on May 25th, and for SaaS companies, it’s time to finalize their compliance efforts.

Transform or Die! Business Transformation is No Longer Optional


We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all.


Managing the Customer Experience through Financial Advisors


Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services.

The Ten Commandments of Customer Service

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

7 Customer Experience Strategies You Can Hack from Amazon

CX Journey

Image courtesy of Pixabay Today I'm pleased to present a guest post by Jason Grills with ProProfs. Ever since 1994, Amazon has been spreading its impact and dictating trends in the e-commerce industry.

How Customer Onboarding Can Help Improve Loyalty

Joe Rawlinson

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty.

Experience? Engagement? Same Difference! Right?

Esteban Kolsky

ah, the wonders of having been there, done that, and having the t-shirt… i actually have tons of t-shirts.

6 Industry-Approved Channels to Collect Customer Feedback Efficiently

Customer Guru

Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. Understanding how customers view your products, services and company is invaluable.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Slow Down to Speed Up: The CX Pillars of Support that Drive Achievement


The world comes at us at 150+ miles an hour, every day. Each new moment thrusts upon us decision points, which shape our next steps. As we barrel through this speedway of change called life, there are key pillars of support that drive our achievement.

Astea Article in Architecture and Governance Magazine: The End of the ERP?


A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’.

The Top 10 Reasons Customer Journey Mapping Fails

Heart of the Customer

I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement.

For a Successful CX You Must Have a Successful EX


A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company.

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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.