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.

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.

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!”.

More Trending

Considering the Cloud? The Forrester Wave Did the Homework


When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have been set for you.

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.

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!

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).

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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?

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.

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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?

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

Brand Watch


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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.

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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How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

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


Dani Apgar RapportBoost.AI

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

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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. As part of the business process, the accounting teams from different areas send multiple emails, after they have verified that all batches posted with a list of companies that can close.

Innovation Goes Back to School

Think Customers

Arizona State University is on a mission to innovate. Long a staple of the Phoenix area, it has also created a national presence with its online degree and certificate programs, and was named the “Most Innovative” university by U.S.

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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China Takes the Moonshot Advantage

Forrester's Customer Insights

The origin of the term used to describe the most advanced, disruptive innovations has returned again as an innovation focus of its own. Last week, the China National Space Administration disrupted its competitors, like NASA, by landing its Chang’e-4 spacecraft on the dark side of the moon.

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Local Search Lead Gen Widgets: Agency Revenue Drivers

Lead gen widgets, when they're used in conjunction with strategy, produce leverage. They help agencies generate the quantity and quality of leads they need. You want to attract and convert a steady supply of clients. Is there a way to grow/scale your agency consistently with less effort? Absolutely.

Akamai Purchases Janrain

Forrester's Customer Insights

Today, Akamai announced that it has acquired Portland, Oregon-based Janrain. Although the financial terms were not disclosed, Forrester estimates the purchase price to be in the $250M–$275M range, based on typical M&A SaaS revenue multiples of 4X to 6X and Forrester’s estimation of Janrain’s annual revenue. Founded in 2003, Janrain was one of the first […