Horizon CX

The Power of Microaggressions (and how they manifest themselves within CX)

Horizon CX

I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression.

The Power of Multiplying Leadership

Horizon CX

How is it that some leaders seem to instill a spark of creative energy and enthusiasm within nearly everyone around them while others seem to suck the energy out of the room the moment they enter?

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The Power of Expectations

Horizon CX

By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.

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The Power (and Permanence) of Change- Amid Covid-19

Horizon CX

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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!

The Power of Promises

Horizon CX

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give.

The Power the Ultimate Question

Horizon CX

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years.

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The Power (and problem) of Profanity

Horizon CX

A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing.

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The Power of Classroom Learning

Horizon CX

Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

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The Power of Empowerment

Horizon CX

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Delivering on Desired and Intentional Customer Experiences

Horizon CX

While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience.

The Power of Effective CX Leadership

Horizon CX

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. While this is certainly true, it also requires an experienced and committed CX Leader. Of course, being a CX Leader is not easy. It’s even harder to be an effective one.

The Power of Moderation – A 2020 Perspective

Horizon CX

Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate” quite intentionally. I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant.

The Power of Listening

Horizon CX

A colleague of mine often shares this sage advice whenever the opportunity arises; “God gave you two ears and one mouth, use them appropriately.” It seems talking is easy and listening is hard. Why is that?

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

The Power of Commitment in CX

Horizon CX

The general and financial benefits of delivering a great customer experience have been written and talked about for many years now. However, some organizations still struggle to embrace a full commitment to it.

A Perspective and a Prospective on CX

Horizon CX

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin.

Stop Spinning Your CX Wheels

Horizon CX

For those of you that are experienced CX practitioners with 5+ years within the industry, you already know how challenging the job is.

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The Power of Positivity

Horizon CX

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How Context Drives Great Customer Experience

Horizon CX

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals.

The Power of a Smile

Horizon CX

You often hear of the positive power of a smile. A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing. My colleague and I were on our way to see a client and we decided to stop and get a coffee.

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Horizon CX - Untitled Article

Horizon CX

WE HAVE MOVED Coupled with the launch of my new website www.horizoncx.com all historical blogs and any blogs from this point onward can be found here at [link

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The Power of Customer-Centric Solutions

Horizon CX

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. All is well and good except when it comes to product-centric organizations believing and acting as if whatever they manufacture and sell or offer as a service is perfectly aligned with client needs and wants.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

The Corporate CX 7-Year Itch

Horizon CX

This is my end-of-year blog for 2017 and, for those that follow me, this blog page will morph into a blog page on my new website that should be going live in January.

How to Make Communication More Efficient in the Workplace

Horizon CX

This guest blog written by Rae Steinbach was submitted to me by David Mizne, chief contributor and editor of the award winning 15Five Blog. Rae is a graduate of Tufts University with a combined International Relations and Chinese degree.

How to Make Communication More Efficient in the Workplace

Horizon CX

This guest blog comes to you courtesy of David Mizne, chief contributor and editor of the award winning 15Five Blog. Remember when Ford and Bridgestone Firestone lost billions due to a truly avoidable error ?

The Uphill Challenges of CX

Horizon CX

On the cover of the November 2016 issue of Harvard Business Review. HBR) in pink uppercase lettering is the headline “ WHAT KEEPS CEOs UP AT. NIGHT. Just below that are the. words “Brand building, executive pay, and managing Millennials—for. starters.” My finely attuned CX.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

I’m Hammer, You Must be a Nail

Horizon CX

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to impact the business world in a way that is congruent with our beliefs, knowledge, skills, and experience.

X Marks the Spot – Find Hidden Treasure by Minimizing Your Non-Responders.

Horizon CX

We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t long (approximately 25 questions) and there was minimal drop-off once someone began the survey. So, we were stumped as to why we were only seeing a 2% response rate. After digging a little deeper, we found that many of the potential respondents had never even opened the email invitation. When they did, the rate of participation was high (40+%).

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The Power of a Bonded Organizational Culture

Horizon CX

With onset of fall here in the Northeast US, I find the. changing seasons to be a time of inspiration and reflection. Last evening I attended a lecture in our. local library. Grant Welker, co-author. of the recently published book, We Are Market Basket , gave a small.

The Uphill Challenges of CX

Horizon CX

On the cover of the November 2016 issue of Harvard Business Review (HBR) in pink uppercase lettering is the headline “ WHAT KEEPS CEOs UP AT NIGHT. Just below that are the words “Brand building, executive pay, and managing Millennials—for starters.” My finely attuned CX radar kicks in here and I notice that the word “customer” is missing. Not surprisingly though, upon reading the article, I see that executive pay is among the top concerns of CEOs.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

The One-Day University Experience—a Customer Perspective

Horizon CX

This past weekend my wife and I attended what is called The. One Day University. This was our first. experience and we committed ourselves to a full day from 9:00 AM to 4:00 PM to. learn from a variety of topics delivered by eight stellar professors all from different. institutes of higher learning.

The Power of Transformation

Horizon CX

Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, some have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a journey and not a destination.

A Customer Experience Vacation Story—A Week in Nice

Horizon CX

My wife and I just returned from a week of vacation in. southern France. It was the first. vacation in decades that we can both claim to have completely disconnected from. our daily routine—no cell phones, no Internet, no car, no bills, and no.

The Power of a Bonded Organizational Culture

Horizon CX

With onset of fall here in the Northeast US, I find the changing seasons to be a time of inspiration and reflection. Last evening I attended a lecture in our local library.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.