Wed.Sep 11, 2019

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

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How to Automate Closing the Loop on Customer Feedback

Wootric CX Blog

Gearing up to launch a customer experience management program can be a huge project. Companies often struggle with survey deployment, in particular, software marketers that want to gather feedback from users inside their application.

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How to Improve Customer Service on Your Website

CSM Magazine

Excellent customer service is vital nowadays. Buyers choose friendly, customer-centric brands who pay attention to their clients’ feelings and preferences.

How to Track a Trend Back to Its Origin with Social Listening


When something is trending online, savvy brands perform due diligence before hopping on board. And the savviest of all track a trend back to its origin with social listening. There’s just too much at stake otherwise. Let’s see how it looks and why you should strongly consider doing the same.

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.

3 ways to build a customer-centric culture


The customer is always right. Right? Whether you agree or not, the customer should always be the main focus of your business. Senior Principal Analyst at the Qualtrics XM Institute , Aimee Lucas, explains how to create a customer-centric culture that’s at the heart of your organization.

More Trending

4 Ways to Utilize Social Customer Service Agents More Effectively

NICE inContact

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service.

EX vs CX and how they need to align


Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience.

That “Something Extra” You Offer to Make Customers Love You


In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.

Artificial Intelligence: The Next Frontier For Contact Center Customer Experience


The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers?

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.

Customer Success Manager Job Description


Customer Success Management is a dynamic role, and job responsibilities can vary depending on a company's maturity, culture, and vision. With demand consistently outpacing supply, hiring Customer Success Managers is no easy feat.

Do Professionally Relevant Acronyms tell Your entire Story?

One Millimeter Mindset

Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name.

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story


The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. by Harry Buckle on 12 Sep 2019. customer experience. Netflix. What can we learn from Netflix's attention to customer experience? Against the odds, Netflix has achieved an astonishing rise.

Which? survey reveals the highs and lows of airport performance

Helen Dewdney

Worst UK airport named and shamed Airport lows. Which? has revealed the best and worst rated airports in the UK for 2019. The annual survey of more than 6,000 passenger experiences details this year’s top and bottom ranking airports countrywide.

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.

Easy Steps to Effective Lead Nurture Implementation


Lead nurture campaigns are built to, you got it, nurture your leads. But what does that actually mean?

Join Localz Innovation Breakfast!

CSM Magazine

Join Localz first Innovation Breakfast! Guest speaker is Claire Rowland , author of Designing Connected Products: UX for the Consumer Internet of Things. . Kris Oldland, Editor-in-Chief of Field Service News, will chair a panel of innovators in Mobile Workforce. Hear them discuss: ?

Trust – the embodiment of customer experience


CEOs of Perkville and S1P to Headline Club Industry Panel


Sunil Saha and Travis Helm, the CEOs of Perkville and Solution One Partners (S1P), respectively, will be the featured speakers on a panel discussing member retention and loyalty at the 2019 Club Industry Show in Chicago, October 9th – 11th.

Your Complete Customer Engagement Handbook

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

Marry data science with user research. Ethical design depends on it.

dscout People Nerds

IDEO alum Ovetta Sampson on the future of data science, UX, and bringing forth the individual behind every data point

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A Recession Looms — How Will You Keep Experience In Focus?

Forrester's Customer Insights

In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate?

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Finalists of CX Leader of the Year revealed!


Engagement. Finalists of CX Leader of the Year revealed

The Voice Assistant Comes of Age: Chatbots and AI Drive CX Solutions

Smarter CX

The use of a voice assistant — a technology that allows for natural language interaction between individuals and intelligent online services — has become increasingly integrated into a myriad of consumer-facing and business-oriented products. On the consumer side, perhaps the best-known implementations of voice technology can be found with intelligent speakers that integrate with home automation systems as well as entertainment streaming and shopping services.

How to Create an Exceptional Customer Experience

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

The 10 Most Important Contact Center RFP Questions [Infographic]


The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. Listen to the audio or read the article.

Insight to Action: How Smart & Final Moved from Mystery to VoC


Our “Insight to Action” webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee. Client Voices CX Best Practices CX Strategy ROI of CX

How to Write a User Research Plan That Sets Your Project Up for Success

dscout People Nerds

Some logistical headaches are inevitable. Many can be relieved with a well-structured, well-written, research plan. Here’s a go-to reference for crafting one effectively

Insight Rock Stars Assemble in Sydney


For those of you that follow our events, you’ll know that we’ve had a bit of a rock star theme going on this year. The Confirmit team has hosted fantastic events in New York and London already – and now it’s Sydney’s turn to step into the spotlight.

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.