Tue.Nov 26, 2019

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

3 Best Practices to Improve Experiences in a Patient-as-Consumer World


In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

Shifting the Dynamic from Vendor to Partner with Customer Success


Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Artificial Intelligence: CX As You Like It

NICE inContact

As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Care for Your Employees, So They Can Show Care to Customers

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

More Trending

Giving Thanks for the CX Accelerator Community

CX Accelerator

“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S.

Smart Home Experience should be Simpler – Consumer Survey


The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. But after unboxing their new devices, they struggled to install them and couldn’t figure out how to configure the apps. After trying numerous times, they finally gave up and returned the systems. According to data from a new smart home experience survey , the Taylors are not alone in needing more effective support.

Photos and Highlights from Talkdesk VIP Lounge at Tropisueño during Dreamforce


Wow, what a week Talkdesk had at our VIP Lounge in Tropisueño (photos) , during Dreamforce, November 19-22, 2019! If you joined us, thank you. If not, here are some of the highlights of what you missed (so you can be sure to catch us next year).

Does Your FSO Have a Shortage of Technicians? Digital Solutions Can Help.


According to a WBR Insights study, 37% of field service organizations (FSOs) have experienced some difficulty in recruiting qualified technicians over the past 12 months.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

70+ Thought Leader Marketing Quotes for your daily dose of Inspiration


Here’s the blunt truth folks! None of us can remain enthusiastic and driven every day at work, no matter how passionate we are. We all have our own share of lackluster days. But work is work, and you just can’t turn your back on it.

A Complaint Is an Opportunity

CSM Magazine

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that.

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When Tech Talks Tough, But Can’t Follow Through


Not all analytics technology incorporates the very latest capabilities, but that doesn’t stop them from talking the walk. What’s really going on behind that scenes when it comes to the very latest – and amazing – artificial intelligence available to brands?

New: Manual and Automated Online Review Requests


We are excited to announce the new feature that just went live: Direct Review Requests. Now, it is super easy to manually or automatically request a review thru Feedb with the convenient review site links so your customers are only a click or a tap away from leaving you a review.

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How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Dramatic Change Doesn’t Have to Be Traumatic Change

CSM Magazine

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama, it takes on an entirely different meaning—one that’s negative.

When Tech Talks Tough, But Can’t Follow Through


Not all analytics technology incorporates the very latest capabilities, but that doesn’t stop them from talking the walk. What’s really going on behind that scenes when it comes to the very latest – and amazing – artificial intelligence available to brands?

Three awards, three brands prioritizing customer experience

Hero Digital

No matter the industry, investing in digital experience can make an organization’s touchpoints more meaningful for their audiences.

A Quick Chat with Almasa on MarC Awards Nomination


A few weeks ago, we learned that our very own Almasa Kulenovic has been officially nominated for the MarC Awards as “Newcomer of the Year”! The MarC Awards are organized by the five MR organizations in Sweden, celebrating industry leaders.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Top Tips for Successful B2B Customer Communication


Good communication is vital if you want to improve your company’s bottom line and grow your business. When you communicate well with customers, your chances of success in business increase exponentially.

Delving into CX Measurement Strategy : An Interview with Ian Goldin


“Many, if not most organizations around the world are measuring the customer experience badly!”. Survey Sparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Ian Goldin , one of the most respected voices in the Customer Experience (CX) industry.

10 Facts You Need to Know About Data Security

CSM Magazine

With the cost of cybercrime now exceeding $1 trillion dollars, here are some key facts about data security management. Fact #1: Cyber Attacks are on the Rise. The Internet has changed our lives forever, and most would argue that the change is for the better.

Ad Platform Connectors


Ad Platform Connectors. Orchestrate digital ad campaigns directly from Optimove to ensure customers and their lookalike audiences are served the most relevant ad, every time.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How SmartestEnergy puts the spark into B2B customer experience


Voice of the Customer How SmartestEnergy puts the spark into B2B CX

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Advanced StoryCreator Tips & Tricks


Join Dapresy’s next webinar! Join Dapresy’s next webinar! After our first webinar on StoryCreator “Native PPTs Quicker Than Ever”, we at Dapresy prepared a deeper dive with the webinar “Advanced StoryCreator Tips and Tricks” hosted by Lars Norlén, Solutions Architect. Learn how to make even greater use of StoryCreator and deliver additional insights to your clients.

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How to Use Guest Feedback to Drive Organizational Success


Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. .

A Guide To Preparing Business Documents Quickly And Efficiently


Writing business documents is undoubtedly an important task. It reflects not only your understanding of the subject matter, but it also impacts your company’s wider reputation.

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.

Sales Performance International And Richardson To Merge Forces

Forrester's Customer Insights

On Friday, November 22, European private credit firm Kartesia announced the acquisition of Richardson, a North American sales training company. Kartesia will merge Richardson with Sales Performance International (SPI), a European sales training and transformation company that it has owned since 2017.

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Ch- Ch- Changes. CX Predictions 2020


Register to the webinar for your region. Australia: 11th December @ 11am AEDT. Europe: 11th December @ 11am GMT. North America: 11th December @ 11am EST. As a CX professional, how do you feel about the future as we head into 2020?

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Retailers, Prepare Wisely: DDoS Remains A Holiday Threat

Forrester's Customer Insights

A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself. age of the customer holiday retail security & risk DDoS ecommerce Holiday