Mon.Apr 15, 2019

What Is AR Doing for Your Customers?

Smarter CX

What is AR? Depending on the current augmented reality hype cycle, the answer to that question ranges from “value-adder” to “distracting novelty” As a business looking to take advantage of the latest customer experience technologies, however, you need to get this right.

The Middle Way is Great for Contentment, Less Great for Customer Surveys

Happy or Not

by Tom Hagy for HappyOrNot The HappyOrNot’s Smiley Terminals famously sport four bright beautiful buttons. Just looking at them can inspire joy. Some might think the four-button platform […] The post The Middle Way is Great for Contentment, Less Great for Customer Surveys appeared first on HappyOrNot.

7 Customer Experience Questions with Shep Hyken


We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Event Survey Questions: 7 Questions You Must Ask Your Attendees


There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser.

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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.

Up Where Expectations Soar: Customer Care in the Age of Entitlement


Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you.

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Why Pulse 2019 Will Be Even Better Than Last Year


So this is crazy. Click here to read last year’s Pulse recap blog and scroll down to the bottom. I’ll wait! Welcome back! So we’re weeks away from Pulse 2019, and guess where I’m drafting this blog post? That’s right! The hospital.

Debunking Myths in Location Data: Sourcing and Collecting

Gravy Analytics Lead Intelligence Blog

Every day, Gravy Analytics processes billions of anonymous location signals from consumer mobile devices to build our industry-leading location intelligence solutions. We aim to separate truth from fiction everywhere in our business because – contrary to what some would claim

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Welcome! Here’s the deal: Personalized campaigns are a win-win for you and your customers. They feel at ease knowing you’re catering to their needs, and your company ? It’ll keep growing as you significantly reduce the amount of churn. I know this is the sort of thing you need to see in action.

How to Improve Amazon Customer Satisfaction

CSM Magazine

Amazon is a customer-centric platform, and given its customer priority shopping service, it’s a popular first choice for online shoppers. To be a successful seller, your number one priority is to know how to please Amazon customers.

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.

Uplifting Customer Service: A Job from the Inside Out

Up Your Service

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc.

This Empathy Tip Made Me A Better Leader : People-First Mondays

Michel Falcon Experience

Welcome to another People First Monday. You’re going to crush this week. Click the hashtag because I’ve been creating these short videos since the beginning of the year, follow along, learn about the topics that I’ve been speaking about.

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How to Boost the Customer Lifetime Value of Your Promising Startup?

ProProfs Chat

Young startups obsessively focus always on increasing the number of customers. Get more customers, we need more sales, connect with more leads, these phrases tend to be the most commonly spoken phrases during team meetings.

Talkdesk Infrastructure Security


Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the second in a four-part series outlining Talkdesk’s security policies.

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!

5 Top Customer Service Articles for the Week of April 15, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe.

What Does “Data-Driven” Really Mean?

Hero Digital

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”.

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The Internet Reacts: Game of Thrones S8 Episode 1 in Social Data Charts

Brand Watch

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3 Ways to Address Customer Churn


When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known.

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.

10 Things You Must Know to Establish and Preserve Your Customer Service Culture

Beyond Philosophy

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations.

The Definitive Guide to Restaurant Reputation Management


Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Cultivating a positive online reputation helps you stand out among local competitors.

How Do Performance Campaigns Help Management Improve Employee Skills


Any call center or customer service department is only as good as the people running it. If your employees — at any level — are performing below expectations, this affects the entire experience customers have when they reach out for support. Customer Experience CX Culture

Gravy Analytics Adds New eSports, Ride Share Driver and Toy Store Audiences

Gravy Analytics Lead Intelligence Blog

Gravy Analytics is excited to launch 15 new audiences for use in digital advertising campaigns. These new audiences make it easy for marketers to reach their target audience, using information about where people go – and what they do

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.

Moving from Paper-Based to Digital Customer Communications


The pace of adopting digital communications continues to quicken at an astonishing rate. A recent study by Pew Research notes that, while a staggering 92% of millennials in the U.S. own a smartphone, other segments are catching up.

Campaigns We Love: How Equinox Used Ads to Promote Brand Expansion

Gravy Analytics Lead Intelligence Blog

Equinox’s new ad campaign aims to attract health and wellness-minded consumers with a more holistic approach to fitness. Their latest advertising celebrates the company’s evolution from premium gym to lifestyle brand. Featuring celebrities ranging from singer Ciara to stuntman Chase

Anomaly Detection for ForeSee CX Suite


A virtual CX analyst that detects sudden changes in CX performance and speeds resolution Customers interact with your brand across multiple channels, both online and offline. ForeSee helps measure. Company News Dev & Tech ForeSee Products ROI of CX Uncategorized

New Car Buying Habits

Gravy Analytics Lead Intelligence Blog

What does location data tell us about consumers’ new car buying behavior? We looked at unique visitors to auto dealers across the US in 2018 to find out. Here’s what we discovered: Most US consumers visit just one dealership when

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.