Thu.Sep 05, 2019

Employee Experience – Good for Employees, Good for Business


Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance

3 Best Practices on Embracing the Hard Stuff from a Customer-Centric CEO

Vision Critical

We appear to have universal agreement that businesses must be customer-centric to build longevity and success. But with such alignment, why are media channels still filled with stories of horrible customer experiences and continued misuse of customer data?

Creating a multi-generational culture to support your CX strategy.

Innovative CX

Baby Boomers, Millennials, Gen Xers and Gen Z’s make up our current workforce, but each has a unique set of needs. How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Consider these examples.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

3 Reasons Why Behavioural Science is Critical for CX Transformation


Spare a thought for the millions of emails that are never opened. For the millions of letters that are never read. For the millions of website clicks that never reach conversion. For the millions of full baskets that are never checked out. For the millions of forms that are never filled out.


More Trending

Why is Customer Engagement Important and Valuable?


The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives.

Product Tour


Discover Optimove. Want to see Optimove in action? Fill in your details to watch a four-minute product tour video. Learn about what makes Optimove unique, and see it in action! The post Product Tour appeared first on Optimove

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Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. The requisite buzzwords seem to be promoted enthusiastically on each vendor’s website – all vying for a spot at the forefront of innovation.

[Infographic] The omni-channel customer, through the eyes of another omni-channel customer


I was running errands at my local hardware store recently, basket in one hand, my trustee phone in the other, taking full advantage of the air conditioning.

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.

John Locher – WRAP partner and timeshare Olympian


We catch up with CustomerCount WRAP partner John Locher, the ideal professional to educate our marketplace about the feedback and survey tools we provide. Continue reading → The post John Locher – WRAP partner and timeshare Olympian appeared first on CustomerCount. News John Locher Wrap partner

Sweaty Betty’s Dive Into Their Data Results In Major Uplift


As a brand designed by women, for women, Sweaty Betty has helped shape the activewear market for over 20 years.

The importance of enforcing data privacy regulations


CustomerCount is mindful of data privacy when collecting and securing data. The case against Google and YouTube shows we all need to follow the regulations. Continue reading → The post The importance of enforcing data privacy regulations appeared first on CustomerCount.

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Live Chat Plugin for WordPress: 8 Ways It Can Power up Your Customer Service Game

ProProfs Chat

Do you know that the world’s most popular and widely used content management system now powers 34% of all websites on the internet? Question is, why is WordPress so popular?

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The NFL Kick-off and Brand Sponsorships


Sponsorships with sports teams or athletes offer amazing awareness opportunities for brands – and this doesn’t only apply to those offering athletic gear or sports drinks. How can your brand make the most of this NFL season , or any sports season, for that matter? We have ideas.

The Impact Of Learning On Your CX Transformation

Forrester's Customer Insights

When Forrester asked business leaders what priority actions they’re taking to improve employee experience, the top response was increasing access to training and skill development.

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Finding the Perfect Vendor


By early 2020, companies plan to more than double their adoption of Intelligent Virtual Assistants (IVA). The demand for Conversational AI technology in customer care is high, and so the question becomes how to implement the right solution. To build or to buy?

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Autumn arrives with a dash of the newest features!


Autumn is here, and the trees are ready to shed their leaves. Well, the trees better wait their turn because SurveySparrow just dropped a pile of new features! Lucky for you, we just raked them up, so they’re all nice and ready for you to take a look! My Salesforce senses are tingling!

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.

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part I


“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. COPC Inc.

3 ways retailers can provide online shoppers a better in-store experience


When you think of online shopping, odds are the first that comes to mind is Amazon. And while they’ve dominated the digital space for years, they also understand the importance of a customer’s brick-and-mortar experiences. Both online and traditional retailers are following suit. CX Programs

Northern Powergrid Introduces New Service for Sign Language Users

CSM Magazine

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4 Tips For Scaling Customer Experience In B2B


Four out of five B2B companies expect to compete based on CX alone. But will they actually? For most of them, the answer is no. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

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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.

ROI on IOT: What Is This Tech Giving Back to Customer Experience?

Smarter CX

IoT, or the Internet of Things, might have adopted the consumer-facing sheen of refrigerators that send owners a text message when it’s time to buy milk, or televisions that seamlessly interface with online content providers, but for businesses, the story is significantly different.

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How To Know If You’re Prospect-Centric Or Customer-Centric


What is a customer? It’s a word I’ve typed so often in my job here at Gainsight I find myself accidentally typing it on autopilot half the time I type any word that starts with the letter “c.” ” It’s probably the most used noun on our website and blog, ahead of “outcomes” and “success.” ” But everyone knows what a customer is, obviously. I mean, we do, right? It’s a person who buys a product or service, right?

Trying To Augment Intelligence With AI Fails When Data Scientists And Designers Don’t Collaborate

Forrester's Customer Insights

Augmenting human intelligence is the fastest way to get value from AI. The problem? Human-centered design (HCD) is missing from most attempts to augment human intelligence.

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11 Business Automation Tools to Boost Efficiency and Increase Profits


In today’s bustling world of business, time is money. You know how important it is to make the most of your company’s time and resources. In today’s modern Digital Age, technology and the Internet reign supreme over our personal and professional lives.

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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.