Happy CX Day 2019!


Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience.

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. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. . 1: Human Experience is Greater Than Customer Experience.

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. Jeff Toister Keynote – Hidden Obstacles to Outstanding Customer Service. pic.twitter.com/P9zdnM5mUt — Kaye Chapman (@kayejchapman) May 14, 2019.

A Single Customer Experience Prediction for 2019

Vision Critical

Customer centricity is now a long-term, strategic imperative at the executive level. 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.

How to Make the Transition to Customer Service Outsourcing

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

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. Winning customer loyalty, advocacy and wallet share in today’s experience economy calls for a cloud customer experience platform that’s complete, unified, and intelligent.

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. Customer Experience Customer Centricity Innovation Marketing

Best Intercom Alternatives in 2019


Well, we’ve done some homework and put together a list of 3 intercom alternatives that are packed with features and functionality you’d look for to engage visitors, convert prospects, and support customers as your business grows. .

A CX Snapshot: 2019 Insights from B2B Organizations


Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Customer ExperiencePhoto by Austin Distel. Photo by Ambrose Chua.

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What You Need to Know to Reduce Customer Effort in 2019


We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. We’ve been talking about ways to reduce customer effort for a while now.

Training for Lead Generation, Customer Onboarding and Support

What to Learn from the Best Customer Experience Companies in 2019


There are clear reasons why companies should create an outstanding customer experience for their customers. 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. Feed generated with FetchRSS

Are You Using 1999 Metrics to Measure 2019 Customer Care?


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.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

2019 Marketing Predictive Customer Experience


The smartest companies master the art of knowing who their customer is. When we begin to understand our customers, the fundamentals of predictive become much easier to track. This is why predictive is such a powerful way of meeting the needs of the customer. Now when you put this in perspective with customers this becomes even more powerful. What if we could prevent your customers from leaving before they even knew they wanted to? Customer Experience predictiv

Success Strategies | October 2019

Daniel Group

What scares you about finding out what your customers really think? You need to know what your customers are unhappy about in dealing with you. Unhappy customers will talk to others if they don’t get a chance to tell you. Don’t be afraid to hear from your customers.

Exceptional Experiences for Employees and Customers

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?


While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. As customer service leader Paul R. The True Cost of Losing a Customer.

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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.

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. As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations.

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


At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. 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).

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

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. The fact of the matter is that if your customer’s experience is poor, customers will eventually switch brands – it’s only a matter of time.

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5 Trends Set to Define Next Generation Customer Experience in 2019


If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

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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. Market Trends 2019 Predictions Customer Experience

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15 Net Promoter Score statistics you need to know in 2019


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

A New Segmentation Model for Customer Onboarding

Customer Centricity: 10 strategies to implement in 2019


Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation.

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


CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience.

What I Learned from Customer Success Summit 2019


Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. 5 | Totango has the best customers ever!

Helpware Named Top Customer Service Provider of 2019


We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019

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

5 Top Customer Service Articles for the Week of October 7, 2019


Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. 6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma.

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


Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. 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.

How to Improve Your Customer Satisfaction Score (CSAT) Score


Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. In the latest measurement, in Q1 2019, the ACSI was 76.5 Always keep tabs of changing customer needs. Map the customer journey.

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


Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. Free Download: Live Chat Benchmark Report 2019.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

What is Customer Experience in 2019 according to 15 CX Experts


What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019. Feed generated with FetchRSS

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