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The Top Alida Innovations of 2020


At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September.

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20 CX Commitments for 2020

Experience Investigators by 360Connext

2020 – a year of vision ! 20 Customer Experience Commitments for 2020. Happy 2020! The post 20 CX Commitments for 2020 appeared first on Experience Investigators. I’m weirdly excited about this year. See what I did there?). This time of year is all about the BIG plans. I have total faith in you. You got this.


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2020: The Year of Insightful Actions

Experience Matters

I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020. As we looked across the different elements we were expecting to see, an overall theme for 2020 emerged… The Year Of Insightful Actions.

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Top 10 Customer Experience Posts of 2020

Kerry Bodine

And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. As 2020 unfolded, we all spent time wondering what our “new normal” would look like, both personally and professionally. The post Top 10 Customer Experience Posts of 2020 appeared first on Bodine & Co.

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In 2020, driven by the need to react to the pandemic, these figures were 75% and 5% respectively. The new hybrid model emerging creates the opportunity to maximize the positives while reducing some of the negative attributes of remote working.

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Customer Experience Lessons from 2020: Experts Chime In

Experience Investigators by 360Connext

I asked a few customer experience leaders to share their lessons on what 2020 can teach us. CX Lessons from 2020: Coalition, Resilience, & Collaboration. 2020 certainly provided plenty of opportunities for cross-functional support. Resilience: For me, 2020 was the year of resilience for our CX program.

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Live Chat Benchmark Data 2020


We’ve summarized the key points of the report here, focusing not only on trends from 2019 but also on what we think will happen with live chat in 2020. Predictions for 2020: Based on this year’s report findings, we recommend that companies focus on three areas to optimize their live chat strategy in 2020: Use canned messages wisely.

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5 Essential Pieces of a Prospecting Solution

Is your team focused on building a reliable tech stack for 2020? Forward thinking sales leaders are starting to prioritize technology initiatives. As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster.

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2021 Community Predictions

2020 was a year unlike any we've seen in our lifetimes. Will these unprecedented times expedite the rise of branded communities? What can organizations do to ensure their business remains relevant? This year's Community Predictions has all the answers!

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The Customer Continuum - Making Customer Journeys That Think Like We Do

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Thursday August 13, 2020 11AM PDT, 2PM EST, 6PM GMT. How to factor new societal changes and customer behaviors into new continuum design. What is an omni-channel experience and how does it set the standard for CX.

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Using Customer Reviews, Advocacy, and Referrals in Your Journey Map

Speaker: Jeremy Boudinet, Marketing Manager, Nextiva

Wednesday July 29th, 2020 11AM PST, 2PM EST, 6PM GMT. How to build and leverage authentic relationships with your customers. The types of benefits your customers can give you - reviews, referrals, references, and how to activate them.

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Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Wednesday September 23, 2020 11AM PDT, 2PM EST, 6PM GMT The keys to making a solid business case for SLAs and empowerment. The four steps for implementing SLAs. A checklist for the seven components of a successful empowerment program.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Wednesday, July 15 2020 11 AM PST, 2PM EST, 6PM GMT Inspire personal accountability in the workplace. Build “walk-through-fire” customer AND employee loyalty. Scale your customer success program without losing that personal touch.

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[Live Webinar] Creating Delightful Customer Education Programs that Drive Business Outcomes

Speaker: Daniel Quick, Head of Customer Education, Asana

January 22nd, 2020 10:00 AM PST, 1:00 PM EST, 6:00 PM GMT How to marry learner engagement and learning outcomes when designing content. Register now to reserve your spot! Can't make it? Register anyways and Skilljar will send a recording out after the event.

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Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

Thursday, August 27 2020 11AM PST, 2PM EST, 6PM GMT Examples of both HORRIBLE and FANTASTIC customer interactions. Why employee empowerment is a proven ROI and will create lasting customers of your brand. The humanity of customer experience.