What is Digital Engagement?


Customers drive your business, and their happiness supports your business. Making your customers happy starts within your business, meaning you have full control over the situation.

Falling Under the Magic Spell of NPS Undermines a Focus on Quality Customer Experience (CX)


Do you have a good Net Promoter Score (NPS)? Great, but that’s not enough. Dig deeper if you want great end-to-end customer experience (CX). Dig deeper if you’re going to retain those “promoters” and convert those “detractors” into satisfied customers.

CJM Series, Part 3: 5 Pitfalls of Customer Journey Mapping and How to Avoid Them


Reading Time: 3 minutes You’ve overcome objections to journey mapping, gathered the necessary resources, and organized a team to tackle the project. Now what? It’s time to begin mapping, but don’t fall victim to these 5 pitfalls: 1) Lack of scope.

How to Support the Customer Experience Across the Organization


Reading Time: 2 minutes CX is not a department or a discipline. It’s religion. And that means you have to have believers from top to bottom and across every function.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

B2B Customer Experience: 3 Tips to Take From the B2C Playbook


Reading Time: 2 minutes Earlier in the week we talked about sticking to the fundamentals and how B2C has led the way in prioritizing customer experience. Now its time for us to take a page from their playbook!

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5 Chilling Design Mistakes that Create a Horrifying Customer Experience


Reading Time: 2 minutes If you’re not spooked by zombies, vampires or ghosts, then you might get a fright from common UX design mistakes that can seriously impact the customer experience.

4 UX Research Data Types and How to Collect Them


Surveys are expensive and time consuming to develop, run and analyze. After a survey has closed, there’s not much that can be done about a confusing question or data types you want to analyze in a specific way that were not collected.

Press Release: Truthlab Reports Strong New Customer Growth and Launches HEAP for Colleges


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10 Key Components to Include in Your B2B UX Testing Checklist


When starting a new project, there is a lot to prepare for. You need to know what type of usability testing you are doing, how many people you test with, what tools will be best for the job, how to best present findings so internal teams will be receptive to changes. Here are 10 steps […].

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B2B Differentiation: Strategic Steps to ‘Building Buy’ in the Experience Economy


Can experience be commoditized? Are we already there in the B2B Experience Economy? How will we know when the process of intentional experience design evolves from being a product differentiator to something that is an expected part of the total package?

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How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

4 Ways for B2B Companies to Connect with Generation Z


Generation Z is the generation following the Millennial generation and is projected to be the largest generation since the Baby Boomers. They are known as the 8-Second Generation or Generation We. Like other generations, Gen Z can’t help but be products of and respond to their environment.

The Rise of Human Factors in Mainstream Education


Reading Time: 3 minutes Trying to find the UX-type accredited degree programs is often like trying to find a needle in a haystack.

Why Do Customer Emotions Matter?


Reading Time: 3 minutes Not only are the emotions of customers an ethical concern for companies, they are also a very practical concern. Users are technologically savvy and can differentiate between products that give them short-term satisfaction and those that will benefit them in the long run.

Not My Job: Evolving Design Discourse


Reading Time: 3 minutes One of my favorite programs is a bit on the show “Wait Wait…Don’t Tell Me!” called “Not My Job”.

What I learned about Entrepreneurship from Competitive Surfing


Reading Time: 3 minutes I am no Kelly Slater. It wasn’t a tough decision as to whether I go to college or try my hand full-time on the pro tour. I went to college.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

The High Cost of Poor Customer Experience


Reading Time: 4 minutes In the age of customized newsfeeds and personalized advertisements, customer expectations are increasingly high. Customers have an overwhelming variety of products and services at their fingertips. They have louder voices and more choices than ever before.

From Value To The Experience Economy: What Happened To Just Getting A Good Deal?


Reading Time: 3 minutes The experience economy has changed how businesses create value once again. Rather than physical goods and services, the experience economy emphasizes, as one might expect, experience over everything else.

FIFA World Cup: Translating the Fan Journey to the B2B Customer Journey


Reading Time: 3 minutes After a 28-hour journey of flights and layovers, the sensation of being fresh and excited for a new adventure is not what most would expect to experience – and I didn’t, at least not right away.

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Dishonest Design Comparisons: Giving Enterprise Designers a Fair Shake


Reading Time: 3 minutes The most dishonest meme in all of design is the “Your Companies App” labeling a clunky digital interface with tons of buttons and that of Google with just a search bar and Apple with just a button.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

5 Simple Steps to Follow for Conducting a Successful Heuristic Test


Reading Time: 3 minutes Heuristic evaluation is highly effective, relatively inexpensive and time efficient. It is believed that a heuristic test (if done properly) will illuminate up to half of all usability issues, including those that are the most severe, in just about any user interface.

Don’t Ask People What They Would Do: Just Watch Them Do It


Reading Time: 3 minutes Focus groups, user surveys and interviews, and opinion polls are all great tools, but they are not a substitute for user testing.

Craft your Design Skills by Following these YouTube Channels


Reading Time: 3 minutes When it comes to design and development, there is always more to learn and new ways of seeing things. To keep a fresh perspective, brush up on skills and gain new ones, I follow several creators on YouTube.

React Challenge: Working with draggable and resizable components


Reading Time: 4 minutes One of our popular features is the ability to create clips from research videos. A given research session has a handful of key observations that showcase the customer’s pain point or highlight.

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How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Brand is All About Experience


Reading Time: 3 minutes Some folks think brand is all about colors and fonts, logos and taglines, but that’s only a fraction of what constitutes a brand in the eyes and hearts of customers. Customers define brand through experience and experience is overwhelmingly influenced through interactions.

Video Is Now Big Data, Too


Reading Time: 2 minutes If you’re like most, the phrase “big data” probably conjures up thoughts of giant databases being flooded with torrents of real-time data such as all the purchases in a grocery store chain or all the Web searches in the past 24 hours.

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A or B: 5 Best Practices to Integrate A/B Tests into UX Research


Reading Time: 3 minutes A/B tests should be used to answer small questions about design and user experience, but should also be conducted on a continual basis, so that you can help illuminate the bigger picture and reflect the evolution of external factors (such as culture and technology).The

Vlog Series Part III: Digital Transformation & The Customer Experience


Reading Time: 3 minutes Chris: So, now that we’ve built a journey map, and we’ve validated with customers, we’ve interviewed them, we understand their needs and desires; how do you improve it and know that you’re actually improving their experience? Kirsty: Sure.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

5 Things You Need to Know About Touchpoints


Reading Time: 3 minutes Many in the CX space like to talk about touchpoints—a lot. Touchpoints are an important term, but like so many business words, they can easily flow from “word” to “buzzword” in a blink of an eye.

Title Differentiation at Startups: Why a different approach makes sense


Reading Time: 3 minutes Every once in a while, I’ll see enterprise folks mentioning that startup roles are becoming nebulous. Front-end ninja, JS guru, or supreme leader of customer success hegemony to name a few.

What college should be about and why UX research is tough


Reading Time: 3 minutes Last week Patrick Donnelly and I were on the beautiful college campus of UC Santa Barbara.

Mixed Reality Design: 8 Examples of Immersive Technology Changing the Customer Experience


Reading Time: 2 minutes As technology evolves into Mixed Reality, I am reminded of the words of renowned designer Michael Bierut: “Not everything is design. But design is about everything. So, do yourself a favor: be ready for anything.”

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.

Phygital Design: Inspiration for Blending the Physical with Digital


Reading Time: 2 minutes In their article “Physical fights back”, design firm, Fjord, addresses the changing role of design as technology becomes more advanced. No doubt, you have seen this trend in your daily experiences as well. Technology is increasingly integrated with every-day objects and life.

How to Present User Test Findings Strategically With Video Highlights


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3 Steps to Building Buy-In for UX at your Company


Reading Time: 3 minutes You can be a part of a brilliant UX team, truly brilliant—skilled, knowledgeable, a team that drinks in giant, thirsty gulps from the UX Kool-Aid fountain—but you can’t win at UX if your activities and successes are accomplished in a domain silo or done in secret.

Mobile First Design? Not So Fast.


Reading Time: 3 minutes Mobile first design should start like an episode of A&E’s TV show Hoarders finishes with some asking the basic questions around need vs. want. Taking a de-cluttering philosophy and applying it to the web.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.