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 130

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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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.

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.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

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.

More Trending

E-commerce chatbot: serving customer recommendation


Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. E-commerce chatbot: support the customer journey.

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.

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

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.

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

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.

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.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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%.

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?

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.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

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.

Playvox Acquires Interactive Learning Startup Trainbox


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

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights