In the Trenches with a CX Champion


Join us, CX Soldier…. …As As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk.

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The Comeback of a More Personalized Approach


Let’s get personal. About the comeback of a more personalized approach in CX, that is. It’s no secret- or at least it shouldn’t be- that this is becoming more and more essential in the space.

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Collaborating for Success


Collaboration. Communication. Cohesion…. All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. Thank goodness I was joined by a true expert on Collaborating for Success. After all, he wrote the book. (No

Game Changing Methods to Optimize Your Customer Experience


Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How Chat is Revolutionizing Customer Service


Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service.

From Build to Integration: The Essentials of a Successful VoC Program


Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX).

How Visual Engagement Tools Can Streamline Online Banking Experience


Online banking has been transforming customers’ behaviors, expectations, and needs. Why is that so? It’s because it provides a more comfortable life for the customer, which is what they want precisely.

Onboarding Customers and Employees: Why a First Impression is Everything.


Ah First Impressions. We all know we don’t get a second chance to make ‘em. And when it comes to Onboarding, a topic that- surprisingly- doesn’t receive a whole lot of attention, first impressions can make or break it for both Customers AND Employees. But, not to worry.

Epic Fail of Customer Journey Marketing


A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

K.I.S.S (Keeping it Simple Stupid)


No, we’re not talking about the chocolate variety.

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Top women CXOs


It is International Women’s Day, a day to honor and celebrate the achievements of women who inspire us in their own unique ways. It’s a day to remember why ‘Women’ all around us are so amazing. So, let’s begin by saying this out loud-. “If If you want anything said, ask a man.

Breaking the Status Quo of CX — Part 1


A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson.

Why a CCXP cert should be in your 2020 plans


So, you’re pretty comfortable with your CX know-how…. You’ve been in the space. You’re putting in the daily work. You’re listening to stellar CX Podcasts (shameless…not sorry). But, 2020 is right around the corner, and you’re itching to up your game.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Epic Fail of Customer Journey Mapping — Part 2


In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective.

Breaking the Status Quo of CX — Part 2


Many corporate initiatives start out with a flood of excitement and energy, but it can be hard to sustain that momentum over the long haul. That’s a big reason why some customer experience (CX) programs are struggling.

Things You Never Think About When Implementing a CX Program


Considering Implementing a CX Program? Good decision! While you’re at it, it might be a good idea to consider the things that are often overlooked when it comes to this noble endeavor.

Why customer service is an integral part of customer experience


What comes to your mind when you hear the words “good customer experience”? You might think of something simple like a well-designed video that helped you understand a product better.

Your Complete Customer Engagement Handbook

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

More Than Just Data: Why Actionable Insights Matter


Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.

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How to tie Customer Success into your CEM program


Understanding Customers…. Love it or hate it, it’s the key to driving great CX.

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EX vs CX and how they need to align


Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience.

Top 12 CX Champ Winners


Too much of a good thing? When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! With over 100 stellar submissions to choose from- falling into either the Practitioner or the Influencer Categories- our Top 10 list quickly became our Top 12 list.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Keys to Uniting the C-Suite with CX


C-Suite…UNITE! Take up the battle cry and learn the keys to finding that oft-elusive C-Suite Unity in this week’s ‘Sweets of CX’ podcast.

Creating a Customer-Centric Culture: Share Data with Purpose


Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of.

Promises, Promises, Promises.


It’s ALL about keeping promises with CX. And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject.

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A Day in the life of a Member Experience/CX Champion


Who doesn’t want to be a Champion? The best place to start? Learn from one.

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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

A CX Snapshot: 2019 Insights from B2B Organizations


Photo by Austin Distel. Photo by Ambrose Chua. 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.

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You say you want a Revolution?


Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of.

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The CX Champions Who Deserve More Than Just A Prize- Feb ‘19


At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts.

The CX Champions


CHAMPION. A simple search will tell you it’s, ‘a person who fights or argues for a cause or on behalf of someone else.’ Hmmm…sounds like CX to me. So, what makes a true CX Champion? According to some of our 2019-2020 CX Championship Judges, it comes down to a few very important things.

Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

Empowering CX with employees first


“Basically, be a heart with ears”… …One of my favorite quotes from this week’s “Sweets of CX” guest- Customer Experience Manager for NumberBarn , co-founder of , certified health coach, CloudCherry’s 2019-2020 CX Influencer Champ, and the founder of Jenny Dempsey Wellness – Miss Jenny Dempsey herself. So, what’s she referring to? Simply put, this week is all about empowering CX with Employees first. In her conversation with James Gilbert, she discusses what it takes to become an employee-first company. “It really starts with leadership staying consistent and actually showing that they care about their employees- not just with words, but with consistent actions over time…and listening to their employees. This isn’t a one-time thing. It’s not like you can just go read a book, and then all-of-a-sudden you’re gonna change your company culture overnight. This could take a looong time.”. Noted! From the importance of simply ASKING questions, to the necessity for leaders to embrace vulnerability and to BE the example of making personal wellness a priority, so much of this week comes down to remembering that- as Jenny puts it- “Well, we’re human…SO at the end of the day, we are humans at work. Humans helping other humans. Our overall well-being and the well-being of our customers does play a role in the day-to-day…If we’re pretending to be robots and not acknowledging that maybe we do have a lot of stuff going on outside of work, it’s eventually gonna rise to the surface.”. Love being reminded of those beautiful- and oh so essential- basics. James and Jenny also discuss the idea of instilling values starting in the hiring phase, who exactly needs to be involved to insure alignment, as well as some of the top tips our expert has for getting said alignment. Basically, there’s a whole assortment of goodies in this week’s box of CX Sweets. And- when asked what company has wowed her- Jenny shared an experience involving a small brand called Rickaroons that, “took ownership of the issue” and blew her away. We think you’ll wanna check it out. – And remember: Heart + Ears= a dang good place to start. You can find this interview, and many more, by subscribing to ‘The Sweets of CX’ Podcast on iTunes. If you don’t use iTunes, you can listen to every episode by clicking here. Or find us on SoundCloud , Spotify , Stitcher , YouTube , Google play , Spreaker , and more. Jenny Dempsey’s Bio: Jenny Dempsey is currently the Customer Experience Manager for NumberBarn. With over a decade of customer service experience under her belt – from the front line to director level management and everything in between, she’s also the co-founder of As certified health coach and the founder of Jenny Dempsey Wellness, she speaks and gives workshops on self-care to customer service agents and leaders. And last- but certainly not least- Jenny was recently named CloudCherry’s 2019-2020 CX Champion, in the category of Influencer. The post Empowering CX with employees first appeared first on CloudCherry. Customer Experience