Thu.Feb 07, 2019

Are You Using 1999 Metrics to Measure 2019 Customer Care?


It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

Figuring out the in-store mobile experience and 4 more CX stories you should read


Doesn’t it feel not very long ago that we were kicking our feet up, sipping eggnog and enjoying the holiday season? Customer Experience

Gauging the Effectiveness of Net Promoter Score

ProProfs Chat

Wouldn’t it be wonderful if a majority of your customer-related issues could be tackled with only one question? Wouldn’t you like it if you could identify customer issues with a simple question?

5 Questions About Building A Customer-Centric Culture - Dennis Snow


We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS

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.

Customer Personas - The What, The Why, and the How

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Stacy Sherman of DoingCXRight. This post originally appeared on the DoingCXRight blog on July 10, 2018.

More Trending

3 Steps for Your 2019 Digital Transformation Strategy


What’s your digital transformation strategy for 2019? Does it involve digital process automation? Forbes reports that “process automation is the foundation [for digital transformation]”. Here at Bizagi, we believe the same.

Webinar: New Research Shows Psychological Benefits Impact Employee Engagement

Chadwick Martin Bailey

Shared from ITA Group. Over the past few months, we’ve explored the impact of social psychology on employee engagement and how emotions can affect the employee experience.

Four Ideas for Navigating Backorders with B2B Customers

Heart of the Customer

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended.

B2B 78

Announcing The 2019 Complete Guide to Instagram Listening Strategy eBook


There are many places your brand could be creating a presence for itself online right now, and one that you just cannot ignore is (you guessed it) Instagram. The engagement that savvy brands are experiencing on this platform is nothing short of stunning.

eBook 68

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Why Bug Reporting Software is Better than Email

ProProfs Chat

Jeff Davidson has rightly said, “Don’t let your email dictate your priorities”. Talking about priorities, customer support is on the top of the mind of any business today.

Being a Call Center Team Leader: Everything You Need to Know


Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.

Beyond the Triple Constraints: Unlocking Value in Program and Project Management

North Highland

Today’s business environment is more dynamic and variable than ever before. Businesses must not only innovate in how they attract customers and differentiate offerings, they must also evolve their approach to scoping and managing projects.

5 Ways Your Business can Find the Root Cause of Complaints

Advantage Communications

Are you hearing the same customer complaints over and over again? If you want to offer an unrivalled customer experience , it’s time for your business to find the root cause of customer complaints. Customer Service Trends

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

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

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

5 Must-See Commerce Sessions at Oracle Modern Customer Experience 2019

Smarter CX

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Over 20 of these sessions will focus specifically on commerce trends and technologies.

How to Communicate with Customers Effectively

ProProfs Chat

Twenty three percent consumers seek face-to-face interaction for complicated customer service issues like troubleshooting. But only 5% of customer service interactions begin with a face-to-face meeting. Now, did you notice something?

How Increased Their Average Order Value by 18% With Optimove


Serving over 10 million customers in 40 different countries annually is a real challenge. When the executives from the Amsterdam-based digital travel company,, wanted to improve its customer marketing , moving from mass, undifferentiated communications to segmented and personalized ones, they prudently looked into ways to empower their marketing team.

A history of visual communication


Communication has existed for millions of years. Animals have various forms of communication and scientists discovered cave paintings dating back more than 64,000 years ago. Communication can be verbal, visual and even physical, but all have the same purpose. It’s to convey a message.

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.

Benefits of Using Customer Support Software


Nowadays, in this competitive market, building a great product is not enough. Now the trend is inclined towards creating more value. It’s not easy to hold on to your customers only by selling a great product.

Talkdesk Wins Frost & Sullivan Best Practices Award for Cloud Contact Center


Based on its recent analysis of the North American cloud contact center market, Frost & Sullivan recognizes Talkdesk, Inc. with the 2019 North American Product Line Strategy Leadership Award for its Talkdesk Enterprise Cloud Contact Center.

Stop Trying To Be Uber Or Upgrade How You Collect Customer Feedback

Forrester's Customer Insights

This is part 2 of my blog series on the future of CX measurement (part 1, part 3, and part 4). If you think of the app of ride-sharing giant Uber as an example of how to collect customer feedback, think again. For those who haven’t used it recently, here is how it works. After a […

We Are Upgrading All Users to Spark


We Are Upgrading All Users to Spark. In the early half of 2018 we launched Spark , which enables Customer Success teams to focus on results rather than task and activities. At that time, we made a commitment to provide our customers with the time and assistance they needed to fully transition their business. We have two important points to share on this transition: 1. We will be upgrading all users to Spark on February 28th and shutting down the Customer Success Center.

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.

We Passed “Peak Survey Effectiveness” In CX Measurement — What Now?

Forrester's Customer Insights

This is part 1 of my blog series on the future of CX measurement (read part 2, part 3, and part 4). CX pros can learn a lot from the inverted U theory. It describes that more is better. until it isn’t. This theory is also called the Yerkes-Dodson law, and Malcolm Gladwell […

The Cost of Performing Functionally but not Purposefully

One Millimeter Mindset

Are you part of a workforce where the emphasis is performing functionally, but not purposefully? Then, consider the cost of your employer’s business model and hiring strategy on not only your professional role driving workplace profitability. But also, your employee experience.

AI Is Not Your Savior In Social Listening

Forrester's Customer Insights

You’re hearing with increasing frequency that social listening platforms (SLPs) are incorporating artificial intelligence and that AI may eventually unburden humans from heavy social data management and analysis. The reality: This is exaggerated.

Is Your Customer Experience as Good as You Think It Is?: CX Trends You Need To Know


As a CX professional, I’m sure you’re sick of hearing about your customers’ increasing expectations. Well, I’m right here with you. This statement may be common, but it’s incredibly over simplified. Yes, customers expect more from brands, but they do so because there are brands out there delivering phenomenally simple, fast, different and even profound experiences.

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.