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.

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

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.

More Trending

Your Customer’s Priorities Drive the Customer Experience

Kristina Evey

Working with many business leaders over the years, I’ve seen many well-intended strategies, processes, and nuances built into the operations … Read More Your Customer’s Priorities Drive the Customer Experience. The post Your Customer’s Priorities Drive the Customer Experience appeared first on Kristina Evey. Customer Experience customer retention Perception

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.

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

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.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

20 Most Popular Customer Satisfaction Survey Questions


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

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.

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

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

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.

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 Streamline Your Social Media Marketing Strategy

Brand Watch

How to Encourage TripAdvisor Reviews



The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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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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,).

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

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

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.

Report from Day 1 of the CXPA’s Insight Exchange

Heart of the Customer

Jim checks in after Day 1 of the CXPA’s annual Insight Exchange, where he is this year’s host. It includes information about story-telling, Ian Golding, and AirBNB. The post Report from Day 1 of the CXPA’s Insight Exchange appeared first on Heart of the Customer. Customer Experience

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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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.

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center


Buying a car used to be on the top list of things I did not like to do, mostly because of the pressure from the salespeople. But in 2014, I tried something new.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.