Thu.Apr 18, 2019

Who Owns Digital Experience?

Smarter CX

Through new digital technologies, marketers and brands are building an understanding of their customers and prospects that simply wouldn’t have been possible 10 or 15 years ago. At the heart of this change is a renewed focus on experience.

How Does Influencer Marketing Tie Into Customer Experience?

Second to None

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence.

Fall in Love With Your Customer’s Pain Points - Not With Your Solutions


It’s human nature to fall in love with your solutions. it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences. Customer Experience customer experience strategy cx implementation analytics

How to Design Your Website for the Best Customer Experience


With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase.

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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.

Curious How Analytics Can Impact Your Quality Management?

NICE Systems

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

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Top 10 Chatbots to transform your conversation landscape in 2019!


Imagine assigning a companion to each of your customer for their complete customer journey. Someone who can maintain proactive communication, tirelessly, 24×7. Someone who can turn the entire search process into a conversation. Sounds like a unicorn, doesn’t it?

How to Handle Food Complaints in Online Reviews


Any restaurant is bound to receive criticism about its food at some point, which makes it important for restaurant marketers to know how to handle food complaints in their online reviews. According to a Corra survey – which uses a five-point scale to judge a consumer’s likeliness to complain – people complaining “when the food is bad at a restaurant” has an average score of 3.13 out of 5 points.

Different people value different things (gasp!)

Up Your Service

Heard on the Streets with Sean Brown. During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and mindsets of team members in different locations.

Why Product Manufacturers Should Avail CAD Outsourcing Services

Magellan Solutions

How can CAD outsourcing services assist product manufacturers in designing and creating products that solve their customers’ problems? You can’t just produce a product and release it to the market without intensive research and development.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

How Southwest Airlines used behavioural science to create a better boarding experience


Loyalty. How Southwest used behavioural science for CX

5 Memorable Email Tips to Remind Your Customers About Their Abandoned Cart


Did you know that 75.6% of online shoppers leave websites without completing the checkout process? There are several reasons users abandon carts, some are only there to window-shop and play pretend, some are still doing research, and others become distracted or simply forget to complete the purchase.

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Brands, Bees and Business: Earth Day 2019 Analytics


Monday April 22 is Earth Day – and unlike quirky holidays that might not work for everyone, all brands can take part in this particular day of observation. In fact, they should. Here’s why – and how. It’s an Opportunity to Seize.

Why a Help Desk Software is Important for Your Business?

ProProfs Chat

Customer service is the driving force for any business. You may have a great product, the best marketing team, but still, fail to reach out to your target audience and retain customers. What may be the reason? A bad customer experience.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Why Selling Pressure impedes Service Delivery Quality

One Millimeter Mindset

Adding selling pressure to the functional responsibilities of front line and back end service teams can backfire. First, these teams are not hired, or trained, to sell. Next, these teams may not have time to sell effectively, especially when actively serving customers.

Grow Customer Relationships: Strategies for Long-Term Success


The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time.

Different people value different things (gasp!)

Up Your Service

Heard on the Streets with Sean Brown. During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and mindsets of team members in different locations.

Part 2 – Podcast featuring Kathleen Peterson


Listen to Part 2 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices.

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.

Even freemium users deserve quality support: Here's how.


It’s a well-known business model in B2B SaaS and now it’s making headway in other industries too: the ‘freemium’ model.

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Segment and CustomerSuccessBox join hands to deliver customer success even faster


Segment, leaders in synthesizing first-party customer data, and CustomerSuccessBox, an Outcome driven Customer Success platform for B2B SaaS, join hands to deliver desired outcomes. Eliminating all developer dependencies for customer success technology roll out.

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Future of Retail: How Brands Should Handle Automation In 2019

Forrester's Customer Insights

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions to Retail.” Recently, Claudia interviewed J.P.

Top-rated in employee engagement and customer satisfaction: How does Quicken Loans do it?


Engagement. How Quicken Loans became a CSAT leader

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Why HR ‘doing things differently’ is the norm at Patagonia


Patagonia is ‘a cause, disguised as a company’ according to CHRO Dean Carter. In our new HR Visionaries series , he explores what makes the employee experience at Patagonia unique and explains why doing things differently is business as usual for the Patagonia team.

How Do Performance Metrics Reflect on Employee Soft Skills


Every employee in your call center or customer service department has their own soft skills. CX Culture

The Survey is dead… A survival guide for CX


Everyone is sick of surveys - and for good reason. It’s hard to buy so much as a cup of coffee without receiving a survey about it, and customers just don’t believe you’re really listening. Honestly, are your surveys really driving change in your organization? Exactly.

What is an internal customer & how do you manage their experience?


Over the last few years, companies have understood the necessity of providing an excellent customer experience (CX). Organizations across the globe have taken steps to delight their customers and turn fans into loyal fanatics. In fact, the customer experience management market is projected to be worth $ 16.91 billion USD by 2022. That’s good news for companies focusing on external CX. But what about internal customers?

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.