Wed.Nov 06, 2019

The Magic Question


What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. This question is about success, for both you and your customers. First, a little background.

How VMware, Stitch Fix, and Red Bull Effectively Leverage Customer Insights

Vision Critical

At our very own Insights Day event in San Francisco, some of our most successful customers—VMware, Stitch Fix, and Red Bull—all took to the stage to discuss how they each effectively leverage customer insights to establish strong relationships with stakeholders , create personalized customer experiences, and fuel product innovation.

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"Customer experience can't be managed"? and other hard truths


“The idea that the customer experience can be managed is a joke”. This hard-hitting line comes from Matt Watkinson, CEO at Methodical and author of The Ten Principles Behind Great Customer Experiences.

How 5G Will Impact the Customer Experience

CSM Magazine

To manage both inbound and outbound communication, many businesses large and small utilize an answering service.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Chick-Fil-A knows how to do Chicken and CX!

Innovative CX

I must admit that I’m considered a “late-adopter” when it comes to technology. I’m not the first one to buy the latest smartphone, convert from cable TV to streaming apps or leap into the world of social media. So, it was with Chick-Fil-A.

More Trending

TruGreen and CXone: Service, Satisfaction and Revenue

NICE inContact

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform —and it’s never looked back.

Easier Review Requests are Here: Introducing Drip Campaigns


Product Updates


10 Best 360 feedback tools to look for in 2020


Well, let’s face the fact! Employee Assessment is way beyond a joke and you would know it better than me. Employees are the bedrock of your organization.

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The ABC’s Of Business Have Changed

The DiJulius Group

The ABC’s Of Business Have Changed For the longest time, the ABC’s of business was considered Always Be Closing, made popular by the character played by Alec Baldwin in the 1992 film Glengarry Glen Ross.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Avoid these 5 CX Leadership Traps!


Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019.

CX investment to soar 30% in the 2020s


Engagement CX investment to soar 30% in the 2020s

8 Team Leader Tips for Optimizing Agent Performance


Customer service team leaders have a lot of weight on their shoulders. Typically managing upwards of 15-20 agents, they are responsible for ensuring their staff delivers quality and efficient omnichannel customer service. Constantly short on time, many are forced to operate in a reactive state.

Episode 04: Casting Voices of AI


Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the fourth episode here. “We We always make the comparison between AI coming into society the way radio came into society in the late 20s, early 30s.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

CX Leader of the Year 2019 winner: Sandra de Zoysa, Dialog Axiata


Engagement And the winner of CX Leader of the Year 2019 is

Fundraisers, Listen Up: When Do People Talk About Donating?

Brandwatch CX


3 Things That Happen When You Level up Your Customer Strategy from Mystery Shopping to a CX Program


In a world where e-commerce is constantly evolving, more and more traditional quality assessment strategies are becoming obsolete. Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable. Your organization needs an all-encompassing customer experience (CX) strategy that grants you peripheral views of customer service shortcomings, as well as insights into the most critical lines of your business.

3 Sales Lessons from One Millennial Sales Team

Smarter CX

According to Pew Research Center ‘s analysis of data from the U.S. Census Bureau, Millennials are the largest generation in the U.S. workforce, making up for 35% of today’s workers. What can we learn from these digital natives about how to approach customer experience (CX) in sales?

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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.

XM Visionaries: How Mastercard built a global CX team


As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral part of the company’s customer experience. benefits: practicing what we preach

Having company values means nothing if you don’t live them every single day. That’s why we’re committed to creating a benefits program that reflects what we care about most. It’s an opportunity for us to practice what we preach and make good on our promise to put people first.

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Consumer Experience Analysis for Planning Events


When planning in-person events, consumer experience analysis offers multiple ways to create successful outcomes and get consumers to interact. This can be important, as interactions are often key to how consumers ultimately feel about your event. It can also impact how they feel about your brand.

Why Relying Solely on Qualitative Research in Your Journey Maps is Not Good for Your Business

Gold Research

Customer Journey mapping is a popular and effective tool that many companies are using to understand their customer’s experiences, pain points and touchpoint satisfaction.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Consumer Experience Analysis for Planning Events


When planning in-person events, consumer experience analysis offers multiple ways to create successful outcomes and get consumers to interact. This can be important, as interactions are often key to how consumers ultimately feel about your event. It can also impact how they feel about your brand.

The Power of Working Cross-Departmentally as a User Researcher

dscout People Nerds

Want to widen your UXR impact? Make friends with folks in new departments. And we don’t just mean product and design


Another CMP Gets Swallowed Up (Percolate, By Seismic), And What It Means To You

Forrester's Customer Insights

Sales enablement automation (SEA) vendor Seismic announced its acquisition of content marketing platform (CMP) Percolate yesterday at its annual customer event, Seismic Shift.

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Why Qualtrics – Kirstine Forrester – Account Executive – Sydney, Australia


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Kirstine’s “Why Qualtrics” story. I haven’t always been fortunate enough to call the amazing city of Sydney my home.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.