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.

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Interactive Data is the Future, Here’s Why


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.

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.

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 inContact

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.

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 Encourage TripAdvisor Reviews



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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.

3 Reasons to Attend the Amazon Connect Bootcamp in Amsterdam


Here at Calabrio, we’ve seen a huge rise in demand for cloud-based contact centre solutions over the last five years. More and more, businesses are enticed to the cloud by the scalability to accommodate both seasonal changes and organic growth as well as access to new, more robust technology such as customer interaction analytics.

How to Streamline Your Social Media Marketing Strategy

Brandwatch CX

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.

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

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.

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.

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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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.

Why Every Employee drives Revenue by Serving Colleagues First

One Millimeter Mindset

In better serving colleagues, we better serve our customers. I am not talking about serving the needs of soul-sucking managers who load us up with disconnected tasks which only serve their egos. Or, KPIs and bonuses. Because that is what you were thinking,).

Your Complete Customer Engagement Handbook

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

20 Most Popular Customer Satisfaction Survey Questions


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

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.

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

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 Create an Exceptional Customer Experience

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

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.

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

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

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.