Wed.Jan 22, 2020

5 Key Steps to Achieve Journey Optimization


Climbing The Journey Maturity Pyramid. Business leaders from marketing to customer experience and IT don’t always know the right next step when it comes to advancing their customer journey maturity. Thankfully, the road to customer journey optimization doesn’t need to be confusing.

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Ban your CSRs from saying these words and phrases to improve your CX!

Innovative CX

Although we live in a much less formal world than we did say 20 years ago, I’m not sure customer interactions are the best place to demonstrate that informality. These are YOUR customers and we should treat them not as account numbers but as the most important asset we have as an organization.

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Is Customer Service Dead?

Customers That Stick

Is customer service dead? Absolutely not! . Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand.

Why Digital Customer Service is the New Marketing

NICE inContact

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience Using the NICE inContact Platform

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.

Seeking a New VOC Vendor? Here’s How to Make the Transition


As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice.

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More Trending

Batteries Included


“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name.

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Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises

Heart of the Customer


A Discussion with UJET’s Chief Revenue Officer Darcey Harrison


We’re thrilled to welcome Darcey Harrison as our new Chief Revenue Officer. Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America.

7 Local Search Tips to Boost Your Online Presence


Optimizing a website for local search results is a top priority for any business. Not only does it improve your ranking on search engines, but it can also bring in more customers. Our 2017 Local Search Report showed that 35 percent of all search traffic is local.

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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.

Bentley Double Downs on Customer Success with Totango’s New Dynamic Assignment Solution


This week, Totango launched Dynamic Assignment , a new innovation that taps into a fluid group of specialists throughout the enterprise and matches their expertise with the specific needs of customers.

The Chief Marketing Officer Position Is On The Decline

The DiJulius Group

5 Quick Tips To Help You Make Price Irrelevant 1. Customer Service Feature Story The Chief Marketing Officer Position Is On The Decline Branding has changed. It is no longer about building a perception in your customer’s mind.

200 Patents in 100 Days: How Talkdesk Is Scoring at the Innovation Game


Artificial Intelligence (AI) has been on the rise since its first emergence 50 years ago. What was initially just a theory is now becoming a game-changer across all industries.

CXNext Live: Good Employee Engagement = Good Customer Experience


You’ve heard it before: happy employees make happy customers. But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. At first glance, this seems like a no-brainer.

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.

Are Your Agents Powerless? Absolutely Not.


In the customer service world the importance of having a clear view of resources is on an equal platform for managers, team leaders , and even for agents. Customer Experience CX Culture

How We Design, Build and Run the Future


We’ve spent the last two decades building end-to-end experiences for the world’s largest brands— experiences that drive meaningful outcomes, faster, and that are fundamentally human in expression.

How We Design, Build and Run the Future

Connective DX

We’ve spent the last two decades building end-to-end experiences for the world’s largest brands— experiences that drive meaningful outcomes, faster, and that are fundamentally human in expression.

“Different People Value Different Things” Ron Kaufman on The Four Categories of Value

Up Your Service

Transcript of “Different People Value Different Things”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. The action steps you design and take are intended to create more value.

Your Complete Customer Engagement Handbook

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

ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration


ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration. ChurnZero’s integration with Zendesk brings the Customer Success and Support teams closer together than ever before. .

12 of the Best Ways to Increase Customer Retention and Repeat Purchases (Updated July 2019)


Shane talks about how to help your business succeed and increase customer retention. Customer Success Customers Onboarding saas value realization

Teliax Expands Cloud Offerings With New Services From QuandaGo

CSM Magazine

Official global partner to deliver the QuandaGo connected exp erience platform with Contact Center, Process Automation and Knowledge Management services.

10 Best Customer Success Software to check out in 2020


So, you and your team have burned the midnight oil and pulled all the stops to deliver a stellar product. And probably you are quite happy about it, but here arise the crucial questions. Are they, your customers, happy?

How to Create an Exceptional Customer Experience

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

Webinar: Unleash the Full Potential of Your Support Agents

CSM Magazine

We entrust agents with two of our most precious assets every day – our customers and our brand. So, it’s vital they are equipped with the right tools and customer insights to resolve ever more complex issues on every channel.

Workshop Playbook: 9 Exercises to Spark CX Innovation


We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Workshops are collaborative sessions that have a crystal-clear goal — and they’re an essential tool in the insights, strategy, and execution world.

Challenges That Manufacturers Face and How Small Industrial Robots Can Be of Help

CSM Magazine

Implementing industrial robots within a manufacturing setting can be an arduous task. There are various logistical and financial factors to consider before you can leverage a robot to automate your operations. Small industrial robots are designed to execute a vast range of tasks.

Creating customer experiences that are good for people and business

Hero Digital

It happens every morning. I wake up to a barrage of news alerts on all of my devices. Alerts about another one of the world’s institutions putting profits before people and suffering the consequences. We don’t know who to trust anymore. People are turning to their own experiences— and brands must rise to meet their expectations. Luckily, I’m not alone in seeing that this needs to change.

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.