Happy CX Day 2019!


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.

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!

ICMI Expo 2019 Conference Roundup


ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. pic.twitter.com/P9zdnM5mUt — Kaye Chapman (@kayejchapman) May 14, 2019. CCExpo — Kaye Chapman (@kayejchapman) May 14, 2019.

The Top 6 CX Articles of 2019


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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

A Single Customer Experience Prediction for 2019

Vision Critical

With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. We wish you all great success in seizing this opportunity in 2019.

Astea Company Picnic 2019


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.

Twin Cities Business Journal 2019 Chief Financial Officer (CFO) of the Year—Calabrio’s Jenny Kray


It came as no surprise to me when the Twin Cities Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award.

Best Intercom Alternatives in 2019


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?

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?


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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How to Make the Transition to Customer Service Outsourcing

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

A CX Snapshot: 2019 Insights from B2B Organizations


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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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.

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?

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.

Training for Lead Generation, Customer Onboarding and Support

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


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.

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.

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


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.

15 Net Promoter Score statistics you need to know in 2019


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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

What to Learn from the Best Customer Experience Companies in 2019


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

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


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 You Need to Know to Reduce Customer Effort in 2019


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.

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up


That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. The post Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up appeared first on Calabrio.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

3 Reasons to Attend FitNation 2019


That's why we’re excited to tell you about FitNation October 3-4, 2019 in Amsterdam. At Perkville we love to bring you the latest and greatest in fitness industry news. Here are three reasons you should attend this year: conferences

2019 Marketing Predictive Customer Experience


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

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


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.

CX Day 2019: What Is it, When Is It, and How to Make the Most Of It


The post CX Day 2019: What Is it, When Is It, and How to Make the Most Of It appeared first on Experience Investigators. What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds.

A New Segmentation Model for Customer Onboarding

Top 100 Events: May 2019

Gravy Analytics

We looked at event attendance data for May 2019 to see which events are the most popular with US consumers right now. Easy to say that May 2019 was a month marked by NASCAR, Concerts, and Baseball. . Indy 500 2019 5/26/19 Sports 4790 West 16th Street Indianapolis IN 100.

CX Opportunities in 2019: What We Can Learn from the Forrester Customer Experience Index

Customer Bliss

As companies are ramping up their 2019 initiatives at the beginning of this year, it’s a good opportunity to look back on what we’ve learned in 2018. Today, I want to explore 3 challenges brands are facing in 2019 and what your company should do about them.

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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.

Trends 101

2019 predictions for ambitious contact centres


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.

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

COPC Standards Committee 2019 Fall Meeting Recap


From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard.

Future Of Retail: Implementing Artificial Intelligence In 2019

Forrester's Customer Insights

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” ” Last week, we spoke to Sam Stern about how employee experience will impact retailers in 2019.

eTail Europe 2019


The post eTail Europe 2019 appeared first on Optimove. events


3 Customer Experience Trends to Watch Out For in 2019


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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The Definitive Guide to Customer Education Metrics