Mon.Jul 15, 2019

What Is Social Listening & Why Is it Important?


Updated July 2019. Many brands are confused about how social data is captured and applied – and that can prove fatal, as it’s crucial to informing brand strategy. What is social listening exactly?

Coaching Sessions: What Comes After and Gauging Their Effect


The coaching process doesn’t end with the session itself. A good team leader (typically responsible for conducting coaching , though this may differ in your own business) should take an active role in cultivating an employee’s development. HR Management for CX CX Culture

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Communication Is Key: 7 Effective Communication Trends To Follow In 2019


Like a good relationship, all good business is based on strong communication. Any successful business person will tell you that’s because the foundation of business is relationships – with your employees, partners and vendors, and most importantly with your customers.

2019 Visionary Award Winners Exemplify Success through Customer Centricity

Vision Critical

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The Power of Classroom Learning

Horizon CX

Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

Course 141

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Are Our Word Choices preventing Us from Telling Our Story?

One Millimeter Mindset

Do our word choices for telling stories engage, delight and convert colleagues and clients? Or, do our word choices make listeners feel like they are not invited to become part of the stories we tell? Word choices make a difference for just about everything we do, as Professionals of Worth.

Why Apprenticeship is Becoming the New College Degree

The DiJulius Group

This guest article is brought to you by Mark C. Perna, speaker at the 2019 Customer Service Revolution. Apprenticeships, once considered an “old-fashioned” training pathway limited to very specific trades, are gaining ground today as a highly effective and efficient route to a rewarding career.

Moderated Research in Product Development and Marketing


What is Moderated Research in Product Development and Marketing?

3 Ways to Use Location Data in Digital Advertising

Gravy Analytics

Location data, or information on where consumers go in their day-to-day lives, is becoming a popular tool for enterprises. It’s used in a variety of ways, including for customer analysis, real estate selection, and digital advertising.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How to Build Your Brand’s Digital Ecosystem with Search and Social

Brandwatch CX

Intelligent Automation, Mobile, and Customer Support for Millennials and Generation Z


UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

Guest Post by InProd: Empowering Business Users to Easily Make IVR Changes


Business users want an efficient and trouble-free way to make changes to IVRs. InProd and New Zealand’s Ministry of Social Development (MSD) have developed a new feature as part of the InProd product, that gives business users what they want.

A Guide to How Airbnb Reviews Work


Airbnb has grown into one of the top online marketplaces, global travel communities, and service platforms for individuals looking to book unique homes and experiences.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

EM360 Podcast: Extending the (Cloud) Value Proposition Beyond the Contact Center


I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Here’s a recap of our discussion.

Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden

Are you designing or redesigning a Quality Monitoring Program for your organization right now?

The Five “Loyalty Truths” Underpinning Our Status as a Loyalty Leader


We’re excited to announce today that Lenati, the strategy and design division of ProKarma, has been named a leader by Forrester Research Inc. in The Forrester Wave : Loyalty Service Providers, Q3 2019 report.

The Rising Tide Of Ransomware Requires A Commitment To Best Practices

Forrester's Customer Insights

Last week, the United States Conference of Mayors adopted a resolution against paying ransoms. What’s interesting about this is by creating what is essentially a vertical front of communities against ransomware. It may well disincentivize attackers from targeting US towns and cities.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Email Marketing


Discover AI-Driven Email Marketing. Optimove’s Science-First Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer.

Dont Waste Your Creativity Spend As You Fight Digital Sameness

Forrester's Customer Insights

Is your CMO considering shifting investments in marketing technology toward the services of creative agencies as Forrester recommends? You should find out — because one of two possible scenarios will play out.

Using AI to Reduce Agent Effort and Increase Service Personalization in Your Contact Center


Agent efficiency and service personalization go hand-in-hand. After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the connections. Research suggests the current state of the agent experience is…well, dim.

Security Budgets In Asia Pacific, 2019

Forrester's Customer Insights

It has taken me 15 months and a LOT of travel, listening and talking to feel confident enough to write this research for APAC. APAC is a unique region in its cultural, geographic, regulatory, security maturity and economic diversity.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

5 ways to improve your customer service experience


Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace.

The Forrester Wave™: Loyalty Service Providers, Q3 2019 Is Now Live

Forrester's Customer Insights

Consumers are connected, empowered, and experimental. And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn.

Why Amazon is A Leader in Customer Experience


Amazon Prime day is upon us once more, and as the world’s biggest online retailer looks set to sell more products than ever before, it’s important to remember what got Amazon where they are – no, it’s not the products… it’s the service.

The Canada Customer Experience Index, 2019: Canada’s Best Year Yet

Forrester's Customer Insights

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

3 Ways to Create a High-Performing Employee Culture

Think Customers

For years a close family member suffered from severe migraines and, in a desperate attempt to find a cure, visited a holistic healer. Holistic medicine practitioners believe that the whole person is made up of interdependent parts and if one part is not working properly, all the other parts will be affected. After analyzing diet, sleep habits, stress levels, relationship issues, plus work and home environments, the holistic healer helped my family member identify potential problems and recommen

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Nike Wins The (Marketer’s) Golden Boot Turns out Nike was not an official World Cup sponsor — could have fooled us! Nike dominated viewer attention just as the US women dominated the field.

Why Top Brands Choose Optimove Over Sailthru


Why Top Brands Choose Optimove. Over Sailthru. Optimove’s Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer. Get a personalized demo to discover how Optimove can help your brand today. Optimove is the only marketing software giving marketers: Predictive Customer Modeling. Realtime Hypertargeting. Multi-Channel Campaign Automation. Self-Optimizing Personalization.