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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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

NICE Systems

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.

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?

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 Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

The Secret To Create Extraordinary CX Memories


Customer Experience

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.

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.

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.


Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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.

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.

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

Brandwatch CX


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 […].

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.

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.

Release Notes: Drag and Drop, Plus More Emoji Support in Beacon

Help Scout

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What’s New. Drag and drop attachments in Beacon. Let the GIF sharing begin!

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.

Help! How do I handle too many support tickets?


Let’s be clear, both customer service and customer experience are integral to business success, whether it be in B2B or B2C companies. As customer demands both evolve and increase, so too do the ways they must be handled.

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Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

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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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?

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.