Trending Articles

How to Build Customer Trust: 4 CX Leaders Share

Experience Investigators by 360Connext

Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences.

Customer Service vs. Customer Experience: What is the Difference


Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty. Feed generated with FetchRSS

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Workforce Engagement Management 101 - The Who, What, Where, When, Why and How of Contact Center WEM

NICE inContact

What's a good way to improve customer experience (CX), satisfaction, and loyalty? Start by increasing employee engagement. Organizations with highly engaged employees can typically expect higher productivity, quality, and employee retention.

Bridging the Gap Between Human Resources and CX


Top three ways CX and HR can collaborate for better results on customer and employee experience. Articles

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Top 5 Tips for Better CX Program Measurement


Given the importance of continuous measurement to the long term success of any CX program, we've collected our top 5 tips for helping CX and Operations leaders and practitioners keep up with the deluge of data

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I am Generation Z and I Don’t Want to Talk to You

NICE inContact

Generation Z can barely remember a world pre smartphone and are thus more likely to quickly adapt to digital changes, especially when faced with a major disruptor like COVID-19, compared to their older counterparts.

What's The Difference Between Digital Experience and Customer Experience?


Simplifying CX YouTube series episode on the difference between digital experience and customer experience. Videos

“Next!” Top 5 Tips to Reduce Customer Service Wait Time


Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable.

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4 Ways to Bring a Human Touch to Contact Center CX

Upstream Works

The difference between good and excellent contact center CX is providing customers with a human touch.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

How to Avoid Roadblocks to Great Customer Service


What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills?

The Future of Remote Customer Support Tools is in the Hands of IT


As a sophisticated IT department, you’ve done everything right. When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic.

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How Would a 100% Satisfied Customer Service Guarantee Change Your Business?

Wired and Dangerous

Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.”

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

To Spur Action, Create a Sense of Urgency

Heart of the Customer

I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step One of his approach: creating a sense of urgency. Without a doubt, this can be challenging.

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Guest Post: 5 Lessons Your Customer Service Team Can Learn From Disney


This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art.

Confirmit appoints Tobi Andersson as Chief Product Officer


New role signals commitment to accelerated product innovation. London, UK, New York, NY and Oslo, Norway: 11 August, 2020: Confirmit has appointed Tobi Andersson to the new role of Chief Product Officer to lead Confirmit’s product strategy and vision.

6 Tips for Working Remotely While Living Abroad


After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe.

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The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

The New Normal: Understanding the Employee Experience in the (Remote) Workplace


We’re all still trying to figure out the rules of this post-COVID world. We’re used to change being incremental. But the pandemic has changed everything overnight. If we want to deliver the best customer experience when the world has turned upside-down….

3 Customer Retention Strategies for the Pandemic’s Next Wave


This is a guest blog post by Anita Toth, Chief Churn Crusher. . This is shocking. Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic?

Are Your Comfortable Solutions addressing Unmet Client Needs?

One Millimeter Mindset

Creating innovative solutions, instead of comfortable solutions, works best when you actually prioritize addressing unmet client needs. To tease out the story of what is truly behind each design specification. So you create robust – yet flexible and innovative – client-focused solutions.

How Easy do You Make it for Your Customers to Complain?

The DiJulius Group

1. Feature Article How Easy do You Make it for Your Customers to Complain? By John DiJulius, Chief Revolution Officer Think about the last several times you had a disappointing experience as a Customer. Did you tell anyone at the company?

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Weave CCM into a Customer Journey


Companies and organizations build relationships with their customers through a series of events and communications. These strings of interactions are categorized as a customer journey and every customer’s journey is unique.

5 Ways Customer Success Automation Can Maximize Your CS Team’s Time


The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service.

Virtual Training Facilitation Requires a Unique Skill Set

Integrity Solutions

Virtual training is here to stay, and to get the full advantages of it, your facilitators need to go beyond knowing the material and having classroom experience to develop an entirely different skill set (and mindset). Virtual training is finally stepping out from the shadows and onto center stage.

Customer-led Journeys Just Became a Reality


Earlier today, we announced the general availability of Optimove’s Self-Optimizing Journeys —a promise that began over a year ago, and today is finally a reality.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

015: Cash is King, The Goal is Survival with Chief Evangelist Guy Kawasaki

The DiJulius Group

In this episode, The DiJulius Group’s Chief Revolution Officer John DiJulius talks with Chief Evangelist Guy Kawasaki, the man who popularized the term “evangelism.” Guy Kawasaki started his career working directly with Steve Jobs as Apple’s Chief Evangelist.

Global CX Thought-Leaders

Andrew Mcfarland

Appreciate being included on Survey Sensum’s “top” list. Sharing it because there are many others on the list who I respect greatly, from whom I learn a lot, and who I personally recommend. Net: Good people to add to your. Customer Experience Customer Loyalty Joe Pine SurveySensum Thought-Leader

Serving Customers During COVID-19: Tanuj Deora on SECC


Tanuj Deora, VP of Market Innovation, talks with Patty Durand of the Smart Energy Consumer Collaborative (SECC) about Uplight’s work around COVID-19, social justice and equity, and the state of the energy industry–kicking off their new video interview series.

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