Mon.May 09, 2022

Are you a CX Champ or Chump?

Myra Golden Media

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.

Creativity In The Workplace — Six Months In, And I Love This Place

Forrester Digital Transformation

Back in 1998, I was a support manager working at the National Institutes of Health at the Clinical Center. I was a young parent, a manager for the first time, and I was full of ideas on how to make the work environment a better place. Back then, our biggest threat was viruses coming in […].


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Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres

Adrian Swinscoe

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]. The post Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres first appeared on Adrian Swinscoe

Your First 100 Days as an Account Management Leader Part 1: How to Create a KAM Process


Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

MYC'D UP WITH CX LEADERS episode 3: Manuela Pifani, senior director of CX, Asda


“Be prepared to challenge executives with insight" Chris Ward. Tuesday, May 10, 2022 - 07:28. Customer journey. Data management. MYC'D UP WITH CX LEADERS episode 3: Manuela Pifani, senior director of CX, Asda. Voice of the Customer

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Congratulations to PSE&G and ConEd, CS Week Award winners


A big round of applause goes to PSE&G and Con Edison! Two of Uplight’s clients have won CS Week’s Expanding Excellence Awards in the Innovation in Digital Customer Engagement categories.

A Guide to Reverse Logistics: How It Works, Types and Strategies

Circular Edge

Blog Credit: Abby Jenkins , January 14, 2021 (A Guide to Reverse Logistics: How It Works, Types and Strategies | NetSuite).

5 Tips for Writing More Effective Customer Service Emails

CSM Magazine

Regardless of industry, customer service is always one of the most important aspects of running a successful business.

Advocacy and Community Programs go Hand-in-Hand

Vanilla Forums

Customer advocacy is proving itself to be a key business driver. If you want to know how you can build an effective advocacy program through your community, Captivate Collective are experts on the topic.

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

How to help gym members adopt healthier habits


Want to help your gym members live a healthier lifestyle? Check out these tips for using behavior modification to achieve your goal

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The Secure Everywhere Movement Is Here: Are You On Board?

Forrester Digital Transformation

Attackers have stepped up their application game in the past year. Sixty-two percent of organizations surveyed by software supply chain security vendor Anchore have been impacted by a software supply chain attack in the past year.

How NetSuite Scales as Your Business Grows

Circular Edge

Blog Credit: Joseph Clancey, January 27, 2022 (How NetSuite Scales as Your Business Grows | NetSuite).

7 ways to leverage positive customer feedback


How’d you feel if you called customer service and they resolved your issue in just 2 minutes? You’ll be content after receiving such a good response. Well, something similar happened to me yesterday. . After a hectic day at work, I ordered my favorite ice cream to make the day a little better.

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

Europese consumenten hechten steeds meer waarde aan duurzaamheid

Forrester Digital Transformation

Post van gastblogger Melissa Chaudet, senior onderzoeksmedewerker. Het is geen geheim dat Europese consumenten zich steeds meer zorgen maken over de impact van hun consumptie op het milieu.

SAP MaxAttention Innovation Workshop "Hybrid Lifecycle Management", Virtual, June 2, 2022

SAP Customer Experience

Virtual June 2, 2022 Agenda Dear Valued Customer, We are pleased to invite you to the SAP MaxAttention Innovation Workshop focusing on “Hybrid Lifecycle Management” taking place virtually on June 2, 2022. Please find the current agenda for the workshop here. In our workshop, SAP MaxAttention experts from the SAP. Customer Experience SAPInnovationWorkshop SAPMaxAttentionInnovationWorkshop sappremiumengagements Customer Involvement Support Services

How to Overcome Key Roadblocks to Personalization at Scale


In our recently published playbook, Mastering Identity & Insights with Adobe , we looked at the dangers that disconnected, clumsy customer experiences pose to brands and business outcomes.

Making customer experience work for your business - the "how" is as important as the "why"!

SAP Customer Experience

Fast track your business by following performant business processes – You might often read a sentence or catchy headline like this and think: what does it mean? For sure performant business processes sounds like something you want – but how does it translate to your business, your situation and the. Customer Experience SAP Sales Cloud

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

CX job vacancy of the week: Adobe

MyCustomer Experience

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 10th May 2022. By Rhys Fisher Staff Writer

Loyalty technology for the API economy

Currency Alliance

Digital transformation’ has been the buzzword for the last decade in enterprise strategy. The phrase is pleasing to shareholders and may sound exciting to employees, but delivering on it takes time and resources.

How to make a Customer Success Dashboard that Works


A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion.

How Can Semantic Search Manage Long-tail Queries?


When optimizing web content, it is common knowledge that keywords still matter. The competition for ranking for single keywords is stringent, with digital content getting published at an astonishing rate.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

The CEO’s Guide to Creating a Culture of Innovation??


Culture shapes how people think, feel, and behave. It also plays a role in what we value. As a CEO, you can influence the culture at a company using subtle cues and symbols that help your employees align with their organizational goals.

Top 12 Platforms for HR Managers

CSM Magazine

What is an HR platform? An HR manager has more responsibilities between hiring, onboarding, compiling, and scheduling. The job is never easy as the human resources department is tough to manage. But with the usage of the right technology, all roadblocks could be wiped away pronto.

May 09 – Customer Success Jobs


Role: Director of Customer Success Location: Chicago, IL, US (On-site) Organization: William Blair As a Director of Customer Success, you will establish a new world-class customer success team of high-performing CSMs with deep industry expertise that can deliver client value.