Mon.Jan 13, 2020

How complex does a journey map need to be?


We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers.

B2C 164

Build One Version of the Truth

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.

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Improving Customer Experience By One Point Can Drive More Than A Billion Dollars In Revenue In 2019

Forrester's Customer Insights

Want To Know The $ Value Of Improving CX By One Point? We calculated it for you — at least if you are in one of the 15 industries that our new report “How Customer Experience Drives Business Growth, 2019” features.

2020 Investments & the Customer Experience Priority

NICE inContact

As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. It’s a daunting exercise each year to calibrate your investments for the next 12 months. Where do you spend? Where do you cut?

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Is Your Unit a Coyote or a Roadrunner?

Wired and Dangerous

The Road Runner streaks into the sunset leaving behind a vanquished coyote with a look of exasperation and exhaustion. Road Runner 1, Wile E. Coyote…0. Beep-beep!”. We laugh at the inevitable outcome. The Road Runner is the epitome of confidence—power at warp speed.

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5 Top Customer Service Articles For the Week of January 13, 2020


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 Does it Take to Lose a Customer? by Anthony Cusumano.

Are You Really Ready for Chatbots in Your Contact Center? Part 2


Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience.

Why your company has a customer empathy deficit


Engagement Why your company has a customer empathy deficit

Welcome Angela Tucci, Uplight’s New COO


This week I am thrilled to talk to Angela Tucci, Uplight’s new Chief Operating Officer, or COO about why she’s joining right at this important time in the energy industry, her impressive background, and a bit on what she does outside of work. Why are you excited to join Uplight?

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Eating your CX vegetables: The eight keys to effective customer experience governance


17th Jan 2020 Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions.The 8 keys to proper CX governance. By Michael Hinshaw Managing Director

Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

Rabbit Hole of the Week: Tweet Sparks Sharing of Unbelievable Stories From Across The World

Brandwatch CX

Just for Fun React Trending

CES Trends Capturing Hearts & Minds of Consumers


It’s that time of year again, when the Consumer Electronics Show (CES) shares emerging technology that will rock our worlds in the coming year or so. And while it’s impossible to tie a neat bow around all of it, there are lots of stand-out trends to make note of.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

NRF 2020: 3 Emerging Trends in Retail Customer Experience

Smarter CX

NRF 2020 Vision: Retail’s Big Show kicked off on Sunday, January 12 in New York City with a record-breaking 40,000 attendees including 16,000 retailers, 800 exhibitors, 200 sessions, and more than 100 hours of content anticipated, according to NRF. Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come. Here are 3 trends and talking points that dominated day 1.

Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy

Forrester's Customer Insights

How do you build reputation? How do you gain trust and sustain it? These questions are as fundamental for every organization as it is for every individual personally. Trusting a company is even more critical from a buyer perspective.

Announcing the Khoros Kudos Awards


Does your brand use Khoros technology to deliver world-class digital customer experiences? Do our tools help you build strategies and results that others can learn from? Share your stories and successes through the first annual Khoros Kudos Awards in one of these 10 categories! Best-in-Class Care. Best-in-Class Community. Best-in-Class Marketing. Better Together: Customer Engagement. Bottom Line Savings Rock Star. Top Line Growth All Star. The Accelerator. All-Ways Connected. Small But Mighty.

CES 2020: Key Takeaways For Retailers

Forrester's Customer Insights

At last week’s CES I saw the latest and greatest advancements that will make TVs better and digital humans a reality. But my real focus: What changes will impact the retail industry?

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Turn feedback into action to make sure your employees stay


Your people have plenty of options – assume their loyalty at your peril. How can you keep your employee engaged, and make sure they stay? In the US, we’re a relatively engaged bunch. In fact, our Qualtrics 2020 global employee experience trends report found that 55% of US employees are engaged at work. The highest percentage of any country surveyed and inching above the global average of 53%.

Five Consumer Lessons From The 2010s: No. 5

Forrester's Customer Insights

This is the fifth and final entry in a short blog series highlighting lessons about consumer behavior and attitude to take away from the previous decade. Here, you can find the first, second, third, and fourth posts.

Playvox Acquires Interactive Learning Startup Trainbox


Sunnyvale, CA - Playvox announced on Monday the acquisition of Trainbox, a learning management software company. Playvox Updates

5 Most Effective Ways To Increase Retail Sales

Joe Rawlinson

Many businesses struggle to survive in the retail industry’s competitive market. With over one million retail companies in the United States, business owners have a hard time increasing retail sales. In the past, retailers only had to compete with brick-and-mortar locations in their areas.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Ai, Privacy and Transparency Dominate The Marketing Discussion At CES 2020 Rather than trolling the floor of the more than 4,400 exhibits at this years’ Consumer Electronics Show (CES) looking for the technology of the future, Jay Pattisall tried something different – listening to the conversations of marketers and agency executives for hot issues.

The Best Email Marketing Resources for 2020

Reading Time: 7 minutes. Email marketing is an essential tool in your digital arsenal, and finding the right email marketing resources to guide you can be invaluable. That’s because email marketing remains one of the most effective ways to reach customers.