CX Takeaways From Dreamforce 2019

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The three key CX takeaways from Dreamforce 2019: Artificial intelligence (AI), personalized experience, and voice technology. Articles

The Top 6 CX Articles of 2019

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We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now. Articles

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Happy CX Day 2019!

Experience Investigators by 360Connext

Happy CX Day 2019! Read: CX Day 2019: What It Is, When It Is, and How to Make the Most Of It. The post Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today.

The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . April 7, 2019 | Anthony Stephan and Amelia Dunlop | The Wall Street Journal. March 26, 2019 | David Nour | Inc. Feb 25, 2019 | Steve van den Heever | TechRadar. Feb 28, 2019 | Anthony Dukes and Yi Zhu | Harvard Business Review. Apr 25, 2019 | Blake Morgan | Forbes.

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

Veterans Day 2019: Customer Service and the Rules of Combat

Wired and Dangerous

Service Innovation Combat Customer Experience Customer Service cx Innovative Service Rules of Combat service USA veteran's day Veterans Veterans Day 2019This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country!

The Top 10 Sparq Enhancements of 2019

Vision Critical

Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants.

Brandwatch Qriously Releases Code and Raw Data Behind UK General Election 2019 Prediction

Brandwatch CX

General Election 2019

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Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

Best Intercom Alternatives in 2019

Kayako

Now that we know of what Intercoms shortcomings are, here are some of the best Intercom alternatives you can move to in 2019. Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality?

Promoting Customer Success with Diverse Learning Channels

Speaker: Chrissy Irvine, VP Customer Success, SmashFly, and Hannah Leary, Customer Success Operations Specialist, SmashFly

Whether it’s standing in line at the grocery store or in their Customer Education program, it’s no secret that today’s customers often seek out self-service options. Tune in to learn how (and when) to blend on-demand and instructor-led training, and discover why customer success and scaled education programs go hand-in-hand.

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

BlueOcean

Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge. Netflix knows that you love British legal dramas starring a strong female lead – and in 2019, that’s okay and not at all creepy.

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Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!

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2019 Visionary Award Winners Exemplify Success through Customer Centricity

Vision Critical

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards.

Astea Company Picnic 2019

Astea

The post Astea Company Picnic 2019 appeared first on Astea. At Astea, we are all about bringing our employees together! On June 28th, employees from our Horsham, PA location gathered at Lukens Park for a day of food, drinks, networking and fun.

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.

5 Key Takeaways from Forrester CX SF 2019

Vision Critical

We all want to improve our customer experience. We’ve created customer journey maps and tried to focus on improving the whole experience and the Forrester CX Index is telling us that across the board in all industries, the customer experience is not improving. What are we missing?

A CX Snapshot: 2019 Insights from B2B Organizations

CloudCherry

Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. Photo by Austin Distel. Photo by Ambrose Chua.

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The State of CX Management, 2019

Experience Matters

I’m particularly happy to announce a new research report, The State of CX Management, 2019. The post The State of CX Management, 2019 appeared first on Experience Matters. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free.

Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service

BlueOcean

The 2019 judges were very impressed by the caliber of this year’s nominations, which set another record for this competition. The post Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service appeared first on.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

The Top 3 Things to Thank Your Contact Center Agents for in 2019

NICE inContact

So, just before what is likely the busiest season of the year for your contact center, it’s important to look back on 2019 and reflect on the hard work your agents have put in.

15 Net Promoter Score statistics you need to know in 2019

Lumoa

Find out the latest NPS data and statistics to power up your customer experience strategy in 2019! Did you know that NPS is the most popular customer experience metric? RSS generated with FetchRss

You’ll Want to Find Us at Field Service Amelia Island Conference 2019

Astea

To ensure the 2019 Field Service Conference addresses the industry’s top challenges, Worldwide Business Research (WBR), who hosts the event, spent six months researching and designing a detailed agenda focused on participants’ pain points. 2019 will be no exception.

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

What will happen in 2019? Then join me and 550+ Customer Contact and Customer Experience executives in Nashville for CCW Nashville 2019! The post What You Need to Know to Reduce Customer Effort in 2019 appeared first on Customer Experience Consulting. It’s that time of year.

Building Your Customer Education Brand: Using Customer Champions to Drive Widespread Program Adoption

Speaker: Natasha Husein, Product Marketing Manager, Clever

When you’re building a Customer Education program, your efforts will largely focus on content creation and strategy. In the midst of that development, it’s easy to overlook another core component of your program: marketing. In this webinar, Natasha Husein, Product Marketing Manager at classroom learning technology company, Clever, will present her strategy for branding Clever Academy, and creating customer champions that drive widespread program adoption across its broad user base.

Live Chat Benchmark Report Data 2019: CX efforts pay off as CSAT climbs

Comm100

Free Download: Live Chat Benchmark Report 2019. We’ve summarized the key points of the report here, focusing not only on trends for 2018 but also on what we think will happen with live chat in 2019. Free Download: Live Chat Benchmark Report 2019.

What to Learn from the Best Customer Experience Companies in 2019

Lumoa

Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work. There are clear reasons why companies should create an outstanding customer experience for their customers. Feed generated with FetchRSS

2019 Marketing Predictive Customer Experience

CloudCherry

The post 2019 Marketing Predictive Customer Experience appeared first on CloudCherry. Predictive Analytics is such a buzzword isn’t it? Analysis plays an essential role in all aspects of business, there is no doubt about that. Yet here we are, trying to figure it all out. Do we have clean enough data to make good and accurate decisions? Do we have the structure to track the areas in which we need to? These techniques offer?decision

3 Customer Loyalty Trends for 2019

Smarter CX

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. We’ve complied a preview of the report below, and to check out all 7 loyalty predictions for 2019, view the full report. To see all 7 loyalty predictions for 2019, view the full report.

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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.

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

BlueOcean

Below you’ll find the best customer service kudos of 2019 (so far!) The post Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best appeared first on Blue Ocean.

Customer Experience Best Books of 2019 – 2020 Readings

eglobalis

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

2019 predictions for ambitious contact centres

NewVoiceMedia

The tenth was simply an acknowledgement that some teams will have such a full agenda of their own making that none of the ones mentioned here, make it onto their 2019 action plan. You can hear more from Martin on his predictions for 2019 by watching our webinar on-demand here It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, North America 2019 report here.

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.

Calabrio Named the Only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM)

Calabrio

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). out of 5 as of May 23, 2019 for WEM. Everyone at Calabrio is honored to be named as the only May 2019 Gartner Customers’ Choice for Workforce Engagement Management. At Calabrio we take a customer-first approach in everything we do.

3 Customer Experience Trends to Watch Out For in 2019

Kayako

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. Speaking of data and machine learning, one of the biggest impacts you can have on your customer experience in 2019 is thinking steps ahead of your customer.

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NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service Western Europe

NICE inContact

This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019.

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.