Wed.Feb 12, 2020

Unlocking customer insight with technology


Date: Wednesday, February 12, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI Unlocking customer insight with technology. Published on: February 12, 2020.

Why the Meat Cutter Is the New Gold Standard of Customer Experience

Smarter CX

The customer experience is front and center in the retail experience, and brands are investing in unexpected ways. One way that received significant attention at the recent National Retail Federation 2020 Vision show was the increasing importance of investing in customer-facing staff. Whether it’s expertise at the butcher counter or beauty consultants offering in-store makeovers, the staff on your floor are on the front lines of customer experience. Is the meat cutter the new gold standard?

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Using Customer Insights to Focus Employee Improvement Efforts

Gold Research

For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe.

What is Voice as a Service (VaaS)?

NICE inContact

If you’ve been a part of the cloud communications industry over the last 10 years, you’ve no doubt come across the acronym for as-a-service (-aas).

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.



We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%.

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More Trending

What are Customer Service Skills?

Customers That Stick

What are some key customer service skills? I’ll give you three that are more specific than just “good communication” or “empathy” and are crucial for any person working with customers. Active Listening. First is active listening.

Squad Spotlight: Jennifer Mussoff


Every month, we interview an Uplight employee to get to know more about what they do at Uplight, why they love working here, and what inspired them to get into this industry! This month, I chat with Jennifer Mussoff, a member of the newest squad at Uplight. What do you do for Uplight?

What is Online Review Management? Plus: 4 Action Items to Get You Started



5 Ways to Know When Your Boss Is Targeting to Fire You (And What to Do About It)

Michel Falcon Experience

You can feel it. Something is not right. Your boss is acting…um, weird! They’re not the same as when you first interviewed with them.

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.

Our 10 (OK, 11) Favorite Sales Influencers of 2020

Integrity Solutions

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . by Will Milano.

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3 steps to infusing AI in the contact center


Crawl-walk-run, introducing three specific ways to improve your contact center. Crawl: How can we enhance IVR performance?

How To Make Employee Pay Irrelevant

The DiJulius Group

1. Customer Service Feature Story How To Make Employee Pay Irrelevant Today is a tough labor market—in 2019 employee turnover was at an all-time high as reported by the Bureau of Labor Statistics. There are more jobs available than people looking, which certainly makes it an “Employee Market.”

A Guide for B2B Community Managers Everywhere


Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement.

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The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

A Sales Gong for CX : Broadcast Real-time NPS to Your Entire Workplace

Wootric CX Blog

The sales gong is a motivational technique used on sales floors around the world. Every time someone closes a deal, they bang a gong or ring a bell to celebrate their success. And when the office gets quiet? Everyone knows it’s time to hustle. .

Better Together: Playvox QA and Salesforce Service Cloud


Playvox quality assurance software is now available on the Salesforce AppExchange , offering Salesforce Service Cloud customers the ability to enhance their customer service capabilities quickly and easily. Playvox Updates

Napping at Work, Is It the Next Office Perk?

CSM Magazine

In Spain, it’s practically mandatory to enjoy a siesta each day. You see, they were smart. They realized early on that after eating lunch, your body becomes lethargic and won’t be of much use anyway.

3 Ways Online Data Can Influence In-Person Experiences


We may only be a couple months into 2020, but we’re already well underway with making predictions and gathering insights about the decade that lies ahead — especially in terms of the future of marketing. Mid-January, the National Retail Federation (NRF) kicked off their 2020 Vision conference.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Inspire Your Team to Achieve a Better Customer Experience

CSM Magazine

Too many businesses still believe they are selling products, but this is no longer the case. What your team is selling today is service. Customers can go to various businesses, including online, to buy the same items you sell.

Social Detox, Financial Retox

Chadwick Martin Bailey

Sure, we all love the feels we get staying connected to family and friends, but if you want to feel really good in 2020, log off social media and invest with a financial services firm! Hold the skepticism and allow me to give a little background.

How Chatbots Are Your CX Missing Link

CSM Magazine

Successful eCommerce depends on giving customers a pleasant experience from the homepage to their shopping cart, which can be tough to manage. Sourced from

Making Magical Events for Music Lovers with Social Monitoring


Music spans such a broad range of offerings, from broadcast radio, podcasting and social media to streaming media and live events. And iHeartMedia captures all of them. They make magical events for music lovers in every genre using social monitoring.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

CXNext Live: How Spartan Race Takes CX from the Digital World to the Racecourse


Most CX strategies don’t require getting in the mud, literally. Not so with Spartan, creators of obstacle course races worldwide.

How Four Winds Interactive Increased Employee Engagement 10-fold by Taking Immediate Action on eNPS Feedback


By Christie Carlson, Senior Account Manager, SurveyGizmo. The Competitive Advantage of Engaged Employees. More and more companies are recognizing the human and business benefits of prioritizing employee engagement. And at the forefront of this trend is Four Winds Interactive (FWI).

Beat the High Street: 4 Tips to Keep Your Store Afloat

CSM Magazine

It’s no secret; the high-street is struggling. In fact, that’s putting it mildly. Every week we seem to hear countless stories of businesses either struggling to stay afloat or worse still, closing their doors.

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Expansion Selling: A Proactive Data-Driven Strategy Framework

CSM Practice

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.