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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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

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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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!

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).

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!

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

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.

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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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.

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.

Tips 52

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.

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.

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

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.

How 12 brands created and sustained long-term customer equity


Engagement. How 12 brands created long-term customer equity

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.