Wed.May 15, 2019

Leaders Need to Show, Not Just Say

CX Journey

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

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Which sectors do consumers trust most for CX?


Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019.

Interactive Data is the Future, Here’s Why

Interaction Metrics

Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here's why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation.

3 Actions to Take to Honor Customers as Assets

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.

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.

The Voice of Employee (VoE) is Vital to the Customer Experience


There has been a struggle for companies to connect the dots between employee engagement and customer experience. The bottom line is that employees are the driving force of business success, and their insights improve not only the customer’s journey, but the overall employee experience as well.

More Trending

Growth Hacking — What It Is, Why You Need It, and How to Do It

NICE Systems

If you’re part of a team responsible for driving growth, you know how difficult it is to achieve a very challenging revenue goal only to start over the next quarter or year. But simply starting over would be easier if you also didn’t have to exceed the target you just bloodied yourself to achieve! That’s why smart leaders look for “growth hacks!” A growth hack is a tactic that allows you to work smarter so that your efforts deliver even greater results.

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Being the Bearer of Bad News


It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc.

The Ultimate Guide to Creating a Customer-Centric Culture


Culture is defined by actions. It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product.

How to Streamline Your Social Media Marketing Strategy

Brandwatch CX

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Product Teams Reveal How They Use Surveys in Their Daily Work


The post Product Teams Reveal How They Use Surveys in Their Daily Work appeared first on Survicate. User feedback

How Simple, Daily Huddles Make Your Business Better

The DiJulius Group

My clients always say that implementing daily huddles is the best decision they made in regards to their customer experience journey, but arguably the most difficult. And I agree with them, it is a challenge to get everyone to commit to adding another meeting to their jam-packed schedules.

20 Most Popular Customer Satisfaction Survey Questions


. . The post 20 Most Popular Customer Satisfaction Survey Questions appeared first on Survicate. Customer satisfaction

Leaders Need to Show, Not Just Say

CX Journey

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

Sports 104

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Avengers Endgame: Sentiment and Storytelling for Record-Breaking Campaigns


How do you break the mold – and box office records – with your social campaigns? Let’s look at how Avengers: Endgame did it to see what we can learn! Keep Expanding Your Audience.

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Five Ways to Secure Your Distributed Data


Securing your data should be top of mind for any modern application. Security breaches are on the rise and the associated penalties are severe, impacting your brand and, in turn, your customer loyalty and trust. Consider the following security practices to protect your data and the distributed system that manages it. These practices apply to distributed system architectures that could include intercloud, hybrid, and/or multi-cloud.

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2019 Yale Customer Insights Conference

Chadwick Martin Bailey

Last week I joined insights leaders at the 2019 Yale Insights Conference and WOW did I learn a lot! As a newcomer to both the conference and the industry, I was inspired as speakers tackled some of the biggest trends, challenges, and opportunities shaping the future of insights.

How to Encourage TripAdvisor Reviews



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.

Connected Garden Update: What’s New For Data-Savvy Green Thumbs?

Smarter CX

The gardening industry continues to grow, thanks in part to an increased interest from Millennials, combined with the continued strong interest from Baby Boomers when it comes to horticulture, according to

7 Benefits of Using an LMS in Your Call Center


Every successful call center relies on a good team. You can offer exceptional products or services at killer prices, but if you hire the wrong employees — or simply fail to manage the right ones properly — you’re very unlikely to see the results you hope for. HR Management for CX CX Culture

How do you turn your customer surveys from chore to choice?


Voice of the Customer. How to make customer surveys a choice, not a chore

Who has the biggest impact on front-line employee engagement?


If you’ve held positions in workforce management, you’ve heard the phrase “Engagement starts at the top”—and you also probably know how true that is. Employee Engagement

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

This is Emma!


Find out more about the people who bring Dapresy’s products to life… Emma, can you introduce yourself? . I’m Emma Daréus. I graduated from Linköping University in 2013. I studied Statistics and Data Analysis and started working for Dapresy directly after my graduation.

CSM from the Trenches: Mentors – Kristi Faltorusso, Vice President of Customer Success, BetterCloud


Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Is Your Chatbot Conversational? Here are 7 questions you need to ask


What does it mean to be conversational? We’ve seen a rise in conversational marketing over the past few years. Conversational marketing is exactly what is sounds like, a marketing style the companies use to engage and interact with their customers in a way that feels natural, casual, and informal.

Meet Nikita!


Find out more about the people who bring Dapresy’s products to life… Nikita, can you introduce yourself? Hello! I’m Nikita – born and bred in Indonesia but living in Australia for over 7 years.

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.