Tue.Oct 15, 2019

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders


As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

8 Reasons Why Customer Service Will Never Be Perfect

Steve DiGioia

Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it.

Structure Customer Success on Delivering Strong Transformational Value


Vincent Manlapaz, in an interview with Mary Poppen, Chief Customer Officer at Glint Inc, talks about the urgency and importance to building Customer Success in an organization right from the start. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Customer retention rates depend on understanding these 3 personas


Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

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.

Breaking Bad News to Clients, Backed Up by Social Insight


Social media has changed the world we operate in across the board. No clearer is this than when something goes ‘viral’ for the wrong reasons.

More Trending

What's a Multimodal Customer Experience?


How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

System 130

8 Actionable Tips for Engaging Survey Subject Lines


When customers receive a survey by email, what’s the first thing they notice? The survey question? The response options? The branding?

Developers and DevOps in the Contact Center


As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

How to Spot and Reduce Physician Burnout



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.

AI in Service Management Is Here to Make New Winners and Losers


Artificial intelligence (AI) was once the stuff of science fiction. But today, AI in service management is making service delivery smarter and more efficient. Over the last four years, enterprise AI implementation grew 270%, according to Gartner’s 2019 CIO Survey.

How “3-Dimensional” Customer Personas Radically Improve CX Design


Customer experience design professionals have recognized the power of customer persona for years.

How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). The focus in many areas, has tended to be on technologies that supported infrastructure and reduced operational costs. But today’s customer expects much more.

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders


As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

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.

How to Increase Revenues with a Better Renewal Process

CSM Practice

A steady stream of recurring revenue is essential for any SaaS company. It forms the basis for the company’s profitability and valuation. Since customers prefer pay-as-you-use services, most businesses now use a subscription-based model to generate revenue.

Celebrating the Successes and Achievements of Calabrio Customers


Why You Need Your Own Customer Journey Map Template


It’s no secret that your customers are the lifeline of your business’s profit margins. As a responsible business owner, your top priority is the company’s bottom line. That’s why you need to make the most of every customer interaction with your brand.

Research Reveals 3 Non-Negotiable Customer Service Expectations

Smarter CX

What works for one customer may fail for another. That’s one of the most prominent insights from the “ One Size Doesn’t Fit All ” research study completed by Oracle in partnership with Jeanne Bliss, which finds that the customer service journey isn’t universal. Yet, service departments shoulder the responsibility for providing answers, offering assistance, and fielding complaints from an array of consumers.

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.

Global Customer Self-Service Software Market Is Booming With an Annual Growth Rate of 18.4%

Answer Dash

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. In other words? Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. Here’s everything you need to know.

The Key to Great Innovation is to Explore


How Apple, Lego, Netflix and Other Great Brands Explore the Market to Innovate This is the third article in the series on how to leverage the innovation process to improve the customer experience.

Financial Services Reviews: Using Online Reviews To Boost Financial Rewards


Does trust matter more in any other industry? When it comes to the financial industry, there’s an acronym that highlights how seriously the digital world takes these institutions: YMYL (Your Money, Your Life).

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

The California Attorney General Just Published CCPA Rules, And They’re Clear As Mud Privacy wonks have been awaiting AG Becerra’s draft regulations for CCPA to provide guidance on the law. On Oct. 11th, our patience was rewarded with 24 pages of rules that often confuse more than clarify.

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.

How Visual Semiotics Reveals Your Customers’ Hidden Emotions


According to MIT, 90 percent of information transmitted to our brain is visual. In fact, the human brain processes images in just 13 milliseconds, which is 60,000 times faster than text. Since we are visual by nature, shouldn’t we be using this skill to understand emotion? The challenge. Rational brand and product attributes are easily copied and hard to defend, while emotional connections are unique and ownable – making them difficult to displace and replicate.

Guest Blog: Quadient Inspire Days 2019


Three days of networking , education, with a little fun mixed in


S&R Confessional — The Time I Almost Got Hacked

Forrester's Customer Insights

I’m continuing the trend my colleague Josh Zelonis started last year during Cybersecurity Awareness Month to share a few stories of the time I almost got hacked. It can — and does — happen to everyone, including folks that should know better. Blaming users for mistakes becomes a trap far too many of us fall […]. age of the customer cybersecurity security & risk cybersecurity awareness week Enterprise Security Phishing Security & Risk

The holiday survival toolkit: Deliver fantastic CX and get your employees through to January


Whether you’re running a store, airport, restaurant, hotel or any other kind of destination business, the holidays are likely to be your busiest time. Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too.

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!

5 KPIs You Can Improve By Integrating Your Contact Center and CRM

NICE inContact

No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents are able to achieve their own performance goals , and in turn support yours?

Amazing Business Radio: Laurie Guest


Small Change, Big Payoff with Laurie Guest. How Small Things Can Impact Customer Service in a Big Way. Shep Hyken interviews Laurie Guest.

Why Qualtrics – Amy Hendricks – Program Success Principal – Seattle, WA


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Amy’s “Why Qualtrics” story. I’ve focused my career on improving people’s lives – whether through direct service by improving operations, processes, and procedures; or through clarifying roles by coaching leaders and strategically modeling organizations to best serve business, customer, and employee needs.