Tue.Feb 25, 2020

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

Customer Effort Score (CES): The Complete Guide


Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides

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Dust Off Your Customer Journey Mapping Program


One of the most prized possessions that I received after my grandma’s passing several years ago was her recipe box. It’s a handcrafted wood box with over 500 recipes, mostly written in her handwriting.

How and Why to Manage the Move to a Virtual Contact Center

NICE inContact

The adoption of cloud vs. on-premise software to manage the contact center is a door-opener for businesses. It grants them the keys they need to transition from on-site to fully virtual operations.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

Experience Investigators by 360Connext

The Experience Economy , written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago.

More Trending

Self Install: How Visual Assistance Streamlines Device Setup


Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process.

4 Ways to Get Rid of Painful CX Silos


Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

Amazing Business Radio: Teri Yanovitch


Be the Disney of Your Industry. Lessons from Disney to Improve Your Customer and Employee Experiences. Shep Hyken interviews Teri Yanovitch.

What is Intelligent Process Automation (IPA)? ?


Intelligent Process Automation is one aspect of a broader shift in technology, that of Automation as a whole. From driverless cars to autonomous drones, automation is helping make seemingly space-age technologies available today by creating and leveraging new forms of intelligence.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

10 Reasons Why You Should Have a Remote Customer Service Strategy


Remote work is a growing trend in the workplace today. More companies are allowing employees to work from home, or hiring workers from all around the world to work on the same team via the internet

Five of the Most Common Customer Service Complaints for Online Businesses


If you run a restaurant, you can generally tell who your unhappy customers are. They’ll be the ones scowling at their overcooked food, or glaring at their phones while waiting too long for a dish.

Customer Success vs. Customer Service: How They Work Together


A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony.

The Best Customer Discovery requires Storytelling Patience

One Millimeter Mindset

Today we’re talking about the importance of having storytelling patience when conducting customer discovery interviews. Customer discovery is a methodology used for building startups, new corporate ventures / intrapreneurial activities, design and engineering projects, and sales.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Collecting and Connecting the Dots at AESP


“Innovation is simple. It’s about collecting dots, and connecting the dots.” Bill Stainton opened AESP’s 30th Annual Conference by explaining how innovative thought is not a lighting bolt of wisdom that strikes a select few leaders, but rather something we can all achieve.

How predictive dialers work


Automated dialing in its various forms is a tremendous productivity tool for companies making outbound calls. Of the various dialing modes , predictive is the most aggressive and offers the most productivity. The impact of predictive dialers can be staggering.

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5 Signs You May Need to Revamp Your Onboarding Process


5 Signs You May Need to Revamp Your Onboarding Process. Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding.

Embrace the cloud. Transform your business.


Becoming customer-centric is key for organizations to survive. Companies must focus on the customer at every interaction, including sales, marketing, support and others.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Puzzel Delivers New Chat Bot Solution to Insurance Company If

CSM Magazine

The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. The new agreement covers If’s contact centers in four countries.

Amplifying and Scaling Human Conversation Through Human AI (Customer Success)


Vincent Manlapaz, in an interview with Arjun Pillai, talks about the importance of developing and shaping customer’s experience. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Maximizing Value from DERs Through Value Stacking


This article as originally published on the SEPA blog. It is unsurprising to utility professionals that the uptake of distributed energy resources (DERs) – such as smart thermostats, electric vehicles, solar PV, and batteries – is continuing to surge.

3 ways to humanize feedback with online ratings + reviews


Today’s customers are more often using feedback methods like images, speech, and video to provide very candid, human experiences with the brands they encounter. Brands that are able to connect with these consumers and “bring the real voice of the customer front and center” will come out ahead.

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

4 Ways Your Website Can Provide Great Customer Service

CSM Magazine

Building a business from the ground and taking it to the top is not a small thing. However, making sure that it stays on the top is an even harder job.

Verdane fusioniert Dapresy und Confirmit


[Stockholm, Schweden, 19. Februar 2020] – Verdane , ein auf Wachstumskapital spezialisierter nordeuropäischer Investor, hat Confirmit , den führenden globalen Lösungsanbieter für Customer Experience (CX) , Employee Experience und Marktforschung übernommen.

3 Extraordinary Examples of Customer Experience in Content Marketing

Smarter CX

Customer experience starts long before the sale, with immersive, engaging content marketing that hardly feels like “marketing.”

Empty chairs and experience labs: How do you ensure your customers are represented in the boardroom? 


Voice of the Customer 4 ways to give your customers a boardroom presence

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.