Thu.May 09, 2019

In Mobility, Loyalty Strategy Will Decide Who Wins

Currency Alliance

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when

CX Professionals Talk About 3 Strategies to Drive Action


At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights.

When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things.

An Article On Customer Experience That Actually Makes Sense


If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

The “What’s Next” of Journey Mapping


CX thought leader, Jeannie Walters, shares tips for getting the most value from your journey mapping initiatives

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More Trending

The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan


Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center.

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Two Days to Journey Mapping Mastery

Heart of the Customer

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here.

Why You Need to Understand the Voice of the Customer


It is the bad idea that causes me to be reminded that we should not talk to ourselves – we should be better listeners. We should be listening to the voice of the customer. Continue reading → The post Why You Need to Understand the Voice of the Customer appeared first on CustomerCount.

Why are You telling only Half Your Professional Story?

One Millimeter Mindset

You know you are telling only half your professional story. Yet, the other half, the untold half of your story, dominates your head, doesn’t it? Perhaps that is why you remain unconvinced about the power of your own story.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

The Intuitive Customer by Colin Shaw and Ryan Hamilton (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service.

4 Key Benefits of Bizagi’s Cloud Solution


69% of enterprises are moving their business-critical applications to the cloud. This move demonstrates that organizations recognize the benefits that the cloud has to offer. Whether that’s added security, scale or the ability to roll updates out more quickly with no downtime.

Enterprise Chat Software: Understanding its Role & Benefits to Boost Your Business

ProProfs Chat

You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement?

Customer Success Leading Indicators and 3 Ways to Turn Around a Failing Product


In the world of SaaS products, there are plenty of ups and downs. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up shop.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Essential Topics for Your Customer Service Team’s Learning Library


A Learning Management System (LMS) is a must for call center and customer-service managers looking to improve their teams’ performance , but what topics should your learning materials actually cover? It’s not an easy question to answer, and there’s no one-size-fits-all solution.

The Secret To Create Extraordinary CX Memories


Customer Experience

Field Service USA 2019 – 4 CX Insights You Don’t Want to Miss

Smarter CX

Interested in the latest CX trends in field service? From April 17 th – 20 th , cross-industry service, support, and customer success leaders came together to discuss best practices in offering world-class customer service and customer experiences.

10 Top Moments From NYK Chicago 2019, For Those With FOMO

Brand Watch


The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Fivestars Pay: a new way to turn payments into automated growth for your business


Today we’re proud to launch Fivestars Pay—a payment processing service that integrates Fivestars with point of sale systems and makes the program easy, automatic, and three times more powerful. By combining payments, loyalty, and marketing automation, Fivestars is helping local businesses drive customer loyalty at rates that significantly exceed those of big chains. All local […].

Here’s What’s New from April 2019 | Kommunicate Product Updates


We pour a lot of passion and creativity into making our product better each and every day. The April version of the product release includes the Latest version of IOS and Android SDK’S, Bug fixes, Improved UX and feature releases.


What is Social Media Monitoring?


Updated May 2019. Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. This isn’t helped by the constant evolution of the industry, bring new terms – like Next Generation AI Analytics – into the equation. Additionally, many terms describing these different facets sound similar and are sometimes used incorrectly by those who don’t understand the distinctions.

Modern Apps and Hybrid Cloud—The Perfect Combo


Modern apps and hybrid cloud have become buzzwords in the database community. Buzzwords can sometimes be misleading as they don’t always pertain to things “buzzworthy,” but in this case, both modern applications and hybrid cloud are deserving of their buzzword status, and they also happen to be complementary, each allowing the other to be powerful tools for digital transformation. But first—let’s make sure we are clear on our definitions. What is a modern application?

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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.

Define Your Payment Strategy For B2B eCommerce In China

Forrester's Customer Insights

As the world’s largest eCommerce market, China appeals to global B2C and B2B brands alike. But China’s B2B eCommerce market is not as mature as the consumer space, and neither is its B2B payment.

Collecting Customer Data While Maintaining Trust: The Personalization Privacy Paradox

Second to None

In the customer experience domain, the way to the customer’s heart is through their personal information. It sounds somewhat questionable. The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data.

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FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

A Better Mousetrap Is Always Around The Corner The world saw cracks in the armor of Google this week when Alphabet’s earnings reported below analyst estimates. It looks like Amazon and others have found weaknesses in the search-based advertising model — golden geese are mortal after all.

From Customer Journey Mapping to Journey Orchestration – Aus Webinar


On the 9th May 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. Our industry expert speakers were Margot Birbeck (Director, inQuba Australia) and Antony Adelaar (Head of Product, inQuba). Questions that were addressed.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.