Sun.Sep 27, 2020

5 Ways to Reimagine Customer Experience in the Time of COVID-19


A look into the new-normal customer and how to meet their evolving expectations. Articles

How to Design an Omnichannel CX Program That Beats the 67% Failure Rate

NICE inContact

Nearly 70% of companies fail at designing omnichannel CX. To beat the odds, follow these 5 steps to creating a future-proof omnichannel CX program that supports seamless channel hopping across any channel your customer prefers.

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Chief Customer Officer – What’s in a Name?

Andrew Mcfarland

Calling Sales leaders the Chief Customer Officer confuses customers and hurts companies. Best Practices Customer Loyalty CCO Chief Customer Officer

10 Leadership Strategies To ‘Crawl, Walk, Run’ Your Way To Success

Doing CX Right

Leadership article originally published in Forbes, Sept 2020. Happy employees fuel happy customers. This statement may sound strange but it is true and dependent on great leadership. They go hand in hand.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Customer Service in the Insurance Industry: Securing Loyal Customers

Magellan Solutions

One of the keys to a successful business lies not only in the products or services but also to loyal customers. This is especially true for the insurance industry — an industry that relies greatly on its customer base.

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Markies Monday: 4 Tips to Drive Marketing Innovation

Smarter CX

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. The Thinker Award for Markie Innovation honors companies that used new technology or a never-before-seen approach to attract, interest, and engage an audience.

Virtual call centers: Tips and tricks for agents working from home


Virtual call centers: Tips and tricks for agents working from home. Customer Experience Digital Adoption Knowledge Base Knowledge Management Learning Management System knowledge base LMS

Treating Customers as Partners: 7 Reasons Everyone Wins


Offering a great service or product is no longer a definite ‘seal-the-deal’ thing anymore. As the ever-hungry customer has an expectation above the cliff, you might want to pack a punch on your decisions. Simply put, you need to take a notch up and stand out from your competitions.

Brand Move Roundup – September 25, 2020

C Space

The Brand Move Roundup – September 25, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

The Essential Guide to Customer Empathy for Customer Success Managers


Humans want human contact – it’s textbook. We always look out for someone who is empathetic towards us. People say that empathy is an innate quality and cannot be taught or transferred. But that is not entirely true, it can be learned in life through experiences.

Understanding the Customer Use Case: Unlocking Business Growth


Understanding consumer behavior has been one of the greatest challenges for companies for a long time. It is important to know what your customer would choose out of all the given options. It makes it easier for companies to design the algorithms of automated systems that interact with customers.

Essential Email Etiquette for Customer Success Managers


Goes without saying, customers receive a lot of emails from the rest of your competitions too. Following some basic email etiquette tips can help make sure your message is well-received.