Mon.Aug 06, 2018

Why Maintaining Customers is Just as Vital as Attracting New Ones


The idea that you don't need new customers just to grow your business is old news. Customer Experience

For A Beverage Company, The Answer To ‘How To Build Brand Reputation’ Is Better Customer Service

Magellan Solutions

“We live in a world where your online reputation can be your strongest asset or your biggest liability,” a Forbes article stated. This is true as information is just a click away. Anybody can access the internet and write anything about you and your business.

Brands 146

What’s In a Name?

Think Customers

There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as “agents” or “representatives.”

How well do you anticipate your customers’ future expectations?

Wired and Dangerous

Have you noticed that your customers have changed? Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty!

Groups 130

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems?


Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems? The Challenge: Modernization of the Banking Customer Experience.

The Accidental Customer Experience


I often write my blog posts and articles whilst travelling on either a train or an aeroplane.

Travel 106

More Trending

4 Ways We become Professionally Predictable to Customers

One Millimeter Mindset

Many professionals I’ve spoken with, recently, have a nagging sense that they are professionally predictable. Managers and leaders make a big fuss about why we should focus on product and service differentiation.

Small Business Spotlight: A-1 Comics


A-1 Comics isn’t just a store — it’s an experience, a place of welcome, where people can go to hang out and be themselves. It has pretty much anything a humble hobby enthusiast could ever want — comic books, trading cards, toys. If that seems a bit overwhelming, don’t worry!

How to Get More Customer Survey Respondents with Follow-Ups


Customer Service 101: Why Are Surveys Important? Customer feedback is the lifeblood of any business. In a world where 88% of customers put equal weight on online recommendations and word of mouth, it’s worth investing in good customer service and making sure that your online reputation is stellar.

Make fall awesome for your customers with these promotions


With back-to-school behind us and some of the busiest holidays around the corner, you might be looking for ways to bring customers into your business this month. While it’s always nice to plan a promotion around a holiday, the coming of fall itself is a great thing to celebrate!

Tips 52

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The Power of Psychology in Customer Service

Call Center Pros

Psychology is very important when we are talking about customer service. If you can better understand how the mind of your customers work, you can offer a higher level of intuitive support and consequently, they will be happier.

CX & DevOps Reading (and Viewing!) List


There is so much great content published on CX, Agile and DevOps, and in every edition of our CX Assurance Newsletter , I include a list of interesting articles, videos and other content that are relevant to our readers. I find these pieces in CX industry newsletters, on LinkedIn, and a variety of other places. No matter where I find them, my goal is always to help Cyara's community of CX Assurance professionals deliver the best CX they can.

Video 52

Interest rate rise; is consumer spending about to drop?


On Thursday, the Bank of England announced they were increasing interest rates to 0.75%. And immediate reaction from business leaders was one of concern – the Institute of Directors went as far as stating that “The rise threatens to dampen consumer and business confidence at an already fragile time”.

Stitch Labs | Growing Fast with Elevio


Knowing that you’ve built a great product is a pretty unbeatable feeling. You’ve taken the spark of an idea, and the sense that there was a problem you could solve, and worked until you created something real. Suddenly, you’ve arrived.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

5 Top Customer Service Articles for the Week of August 6, 2018


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. 8 Tips for Delivering Authentic Customer Support by Tamina Steil.

Airport T.EX Exhibition

Happy or Not

We’re thrilled to be exhibiting at the Airport T.EX Exhibition 2018 in London. It’s part of Aviation Festival 2018 – world’s leading aviation business & technology congress & expo. You’ll find us at booth 130, right opposite to the Seminar A stage.

Unify Your Marketing Performance Measurement Approaches

Forrester's Customer Insights

Embracing change is such an important piece of life. Whether it is taking a new job, moving to a new community, or experiencing a new culture, change can enrich your life, even though it means overcoming the discomfort of leaving familiar ways behind. B2C marketers have embraced many changes in the media and in consumer […]. age of the customer

B2C 20

Paris Retail Week 2018

Happy or Not

We’re proud to join the Europe’s largest retail and e-retail event – Paris Retail Week 2018. The 4th edition of Paris Retail Week will take place from 10 – 12 September 2018 in Pavilion 1 at Paris expo Porte de Versailles.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Zukunft Personal Europe

Happy or Not

We’re excited to exhibit in Zukunft Personal Europe. It is the flagship ExpoEvent for all matters concerning the World of Work. Zukunft Personal gathers nearly 18,000 HR sector professionals and executives to Cologne for a 3 day conference and expo. You can find us from booth A.03 in Hall 3.2.