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

"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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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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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.

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.

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.

Dapresy Launches Three-Tiered Reporting Suite


Dapresy Launches Three-Tiered Reporting Suite Targeting Precise Needs of Market Researchers: Essential, Professional, Enterprise. Empowers Analysis, Reporting and Insights for All: Perfect for Daily Project Work to Sophisticated Enterprise Projects. PORTSMOUTH, NH & STOCKHOLM, SWEDEN – Nov.

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.

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.

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.

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.

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.

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

Brandwatch CX


CX investment to soar 30% in the 2020s


Engagement CX investment to soar 30% in the 2020s

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

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.

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


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

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


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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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

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.

Healthcare Organizations Must Future-Proof Revenue Strategies By Embracing Value-Based Care

Forrester's Customer Insights

The time to transition from fee-for-service models to value-based care (VBC) models is here, as those that continue to delay will be left behind!

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.

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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Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

When Building Your Brand, Be Yourself

Brad Cleveland

In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward or difficult challenges—”just be yourself.”

The Business Case For Modern Sales Enablement

Forrester's Customer Insights

In this video, I introduce my latest report, “Building The Business Case For A Modern Sales Enablement Toolset.” This research features a customizable financial analysis of the ROI of sales enablement technologies, co-created with Total Economic Impact™ consultant Dean Davison.

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How to Grow Your Business Using CX


CX management is no longer a “nice to have”, it’s becoming an absolute necessity for businesses to thrive in the modern market. But where do you start?