Trending Articles

How to Bridge the Gap for CX Across the Organization

GetFeedback

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments. Guides

Summer '20 Release: Customer-led innovations help you stay on the path of customer-centricity

Vision Critical

CXM

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The Complete Guide to User Experience Metrics

GetFeedback

Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts. Guides

Virtual Journey Mapping Bootcamp: August 4 & 5

Kerry Bodine

In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. .

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!

Why Journey Map? 3 Problems They Can Solve

Experience Investigators by 360Connext

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see?

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Experiences that Matter - Volume II

IntouchInsight

We are so proud of the work our clients are doing in there communities and want to try and share these positive stories. Follow #ExperiencesThatMatter on social media to keep up to date. Here is our latest round-up to catch you up

5 Must-Hear Conversations About Leadership and Relationship-Building

Customer Bliss

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live.

More Consumers Are Cautiously Accepting Artificial Intelligence (AI) enabled Customer Service Methods

NICE inContact

Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz. These advances show that AI is making machines smarter in very visible ways, ranging from "smart homes" to lifelike robots making the rounds of late-night TV shows.

Customer Engagement – March 2014

Storyminers

This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners. Appearances Articles

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!

Interview With CX Ambassador Corrina Owens

GetFeedback

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space. Articles

Enhancing Remote Maintenance using Visual Technology

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance.

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.

5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

NICE inContact

The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment.

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.

Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Like the new cash register-less check-out at Amazon GO? Why doesn’t Target offer that?

How to Use Real-Time Feedback for Bug Tracking

GetFeedback

Four steps to integrate user feedback into your bug tracking program. Guides

According to Steve #3 – Remember When

Steve DiGioia

Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the 5-second rule applied for almost any food that fell on the floor?

You Can’t Automate Your Customer Relationship

ShepHyken

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

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.

Did everyone bring their service greatness attitude today?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

Caitlin Delohery – Interview with Mike Wittenstein

Storyminers

Describe the day-in-the-life of a professional speaker. A professional speaker doesn’t just speak, they run a business. Often, they run every part of their business.

The Difference Between B2C and B2B Customer Journey Mapping

GetFeedback

Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies. Videos

B2C 195

Improving Customer and Employee Retention: Tips and Strategies

Joe Rawlinson

The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention.

Tips 92

[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.

Would You Please Leave a Review About Your Experience?

ShepHyken

Getting customers to review their experience with you is powerful.

How a Workforce Engagement Solution Benefits Remote Customer Support

UJET

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly.

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues.

The Secret of CX Success

Heart of the Customer

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count.

Tips 82

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.

Your Customers Are Always Watching – Tip #5

Steve DiGioia

What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission?

Tips 137

Amazing Business Radio: Patricia Fripp

ShepHyken

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert.

What do Talkdeskers have to say about Diversity, Equity and Inclusion?

Talkdesk

2020 has been a challenging and unusual year on so many levels. The COVID-19 pandemic took the world by storm and governments worldwide declared stay-at-home and social distancing measures to protect public health safety.