Mon.Jan 07, 2019

The Inextricable Link Between CX & EX

Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” ” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

A Single Customer Experience Prediction for 2019

Vision Critical

In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level.

The Case For Customer Service Chatbots- As Part Of Your CX Strategy


If consumers had to give chatbots a performance review, it probably wouldn’t be stellar. This is true for all sorts reasons, but especially so when it comes to delivering first-rate customer service.

Live Chat Customer Service: Top 5 Challenges


Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.

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.

Why Are You Hating on Your Customer So Much?

Steve DiGioia

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I I can’t take these people, I hate customers!”.

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Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts

Kristina Evey

Shownotes: #31 – New Year, New Role, New Focus Phase 1 : Get your own perspective “Shop your company” Talk … Read More Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts. The post Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts appeared first on Kristina Evey. Shownotes: #31 – New Year, New Role, New Focus. Phase 1 : * Get your own perspective. * “Shop your company”. Talk to EVERYONE.

My Understanding of AI in CX so Far. Things Could Change!

CX Accelerator

I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift.

47 Incredible Instagram Statistics

Brand Watch

Believe it or not, people took photos before Instagram. People even shared photos before Instagram. With its snazzy filters and easy sharing options, soon we were all addicted to posting our holiday hot dog legs and hipster food snaps.

Comparing the Cost of Customer Service Software – Cloud vs On Premise

Smarter CX

When you consider that over the past year, poor customer service cost US businesses 75 billion dollars —a 20% increase from the previous year, it’s little wonder that 66% of respondents actually prefer self-service systems to speaking with a brand representative.

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.

21 Top Social Media Tools for 2019


January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Here’s an updated list of some of what’s out there right now, as well as what you should look for in a social analytics tool. Already know what matters? Skip right to the list of tools!

5 Top Customer Service Articles for the Week of January 7, 2018


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What’s in the box?

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Will Customers evaluate Your Storytelling Credibility?

One Millimeter Mindset

Your customers will try to evaluate your storytelling credibility. Especially if the customer stories you tell seem too good to be true. Then, what do you do? How do you respond to their skepticism?

Why Customer Success Teams Are Using Aptrinsic


We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. Our biggest challenge is product adoption. These challenges are nothing new to Customer Success (CS).

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 white paper to learn how important conversational AI is to your CX strategy.

21 Top Social Media Tools for 2019


January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Here’s an updated list of some of what’s out there right now, as well as what you should look for in a social analytics tool. Already know what matters? Skip right to the list of tools!

How Robotic Process Automation is Transforming the Workplace

transcosmos Information Systems

Technology has been transforming the workplace landscape over the years with a piece of innovation being added to make the process better. The industrial revolution had business owners build factories with a production line to speed up the manufacturing process.

Topdown Featured in DOCUMENT Magazine Winter 2018-2019 CCM Edition


The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product.

Interview: The Pudding Journalists on Bringing Data to Life in Incredible Visual Essays

Brand Watch


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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.

Ringing in the New Year with Talkdesk Customers


It’s the first week of the new year, and if you are like me you are wondering where 2018 went. It was a busy year for Talkdesk, who was Recognized by Frost & Sullivan as the Fastest-Growing Provider in the Cloud Contact Center Software Market. Talkdesk also Raised $100 Million to Power the Contact Center of the Future , which is being used to accelerate enterprise platform innovation and global expansion.

A Guide to Automation: Month-End Close

Circular Edge

2005: Mike is working at ABC Realty, a real estate investment trust. He is responsible for closing the accounting period for his 100+ companies in different regions with various closing schedules every month.

Release Notes: Emojis, PHP Client Update + More

Help Scout

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What's New. Behold! Emojis. You can now add your favorite emojis to saved replies, auto replies, mailbox signatures, and customer profile names.

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Dani Apgar named among 50 leaders to follow on Twitter by ICMI


Dani Apgar RapportBoost.AI

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!

Provide Support Live Chat Achievements in 2018

Provide Support

Provide Support Live Chat 2018 Success Story. 2018 year was very productive and rich for new features in Provide Support.

Are you really engaging customers? 3 tips to get customer engagement right


Are you doing customer engagement right? Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong.

What is agile employee engagement - and how does it improve CX?


Engagement. How agile employee engagement can improve CX

Two Tips to Stop Placing the Burden for Good CX on Your Customers


Article by Ernan Roman Featured on A colleague recently ran into a very frustrating customer experience. This situation raises the question— why are so many companies placing the burden for good CX on the customer?

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.