Thu.Nov 08, 2018

6 Most Popular Customer Experience Metrics and KPIs Explained Simply


Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference.

Can Customer Retention succeed in Uncollaborative Company Cultures?

One Millimeter Mindset

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures.

Introducing Centriam Telecom AI: Turning Comments into Insight

Centriam Customer Experience Lab

Almost all customer feedback systems include surveys with open-ended questions. Indeed, in the popular Net Promoter System (NPS), the survey can consist entirely of just two questions: a likelihood-to-recommend score, followed by an open-ended question explaining the score.

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The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

This Holiday Season will Belong to the Creative Contact Center Staffers


The U.S. Job market is on fire! Recently released data shows the unemployment rate is 3.7% , the lowest it’s been since 1969 when a good chunk of our population was removed from the work force in order to fight the war in Vietnam.

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Top types of customer communication channels


Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels. And customers themselves may be vocal about the need for new channels to be added.

DataStax and the Cassandra Community


DataStax’s contributions to the Cassandra community cover a wide range of needs, all oriented towards your success in building Cassandra-based applications. I think of these as the “Three C’s of Community”: Code, Coaching, and Conferences. Cassandra.

Webinar: Demystifying Digital Transformation


Join Field Technologies and The Service Council on November 15 for the webinar, “A Practical Approach to Demystifying Digital Transformation” sponsored by Astea International. The phrase, “Digital Transformation” has become a buzzword in the service world over the last few years.

Reflections after Five Years of Journey Mapping

Heart of the Customer

Last month we celebrated Heart of the Customer’s 5th year anniversary. The team got together to share where we are, discuss best practices, plan for the future, and—most importantly—to celebrate!

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.

Employee Experience Comes First

CX Journey

Image courtesy of Worthix There should be no doubt: companies must recognize that employees come first. I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast.

Making Sense of Facebook Page Analytics


Taking advantage of the analytics available for your Facebook business Page is necessary for a business to succeed in today’s digital landscape. Without it, a business can’t gauge the full effect of its content.

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Some things (like marketing data) are better together

Brand Watch

Monitoring Uncategorized

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Overcoming the Content Creation Hurdle that Comes with Personalization: 4 Useful Hacks


With the ever-increasing levels of personalization available through predictive segmentation, persona-based campaigns, and dynamic customer journeys, one concern invariably shows up for every marketer: “I don’t have the creative bandwidth to match the possibilities of personalization”.

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.

Solvvy vs. AnswerDash - Which Intelligent Customer Self-Service Platform is Best For Your Business?

Answer Dash

You’ve done your homework and you realize that your website or web app needs a better way to help your customers help themselves.

Does NPS Correlate to Churn?


Roses are red. Violets are blue. NPS is a leading indicator for retention—except it’s just not true. It’s often taken for granted (even among long-time Customer Experience (CX) professionals) that Net Promoter Score (NPS) survey results correlate positively to retention.

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Customer Service For The Insurance Industry — The Key To Maintaining Long-Term Customer Relationships

Magellan Solutions

The treasure chest of any businesses lies not on their products or services but on the loyal consumers who love their products and/or services. This is especially true for the insurance industry that relies greatly on their customer base.

This Is When To Start Implementing Quality Assurance


Every customer service department or contact center needs quality assurance. Customer Experience

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.

Q&A with The CXApp CEO: Customer Experience, User Experience and Design


Inside the CX Universe with @Leon Papkoff. Thought Leadership CX Blog

Predictions 2019: Transformation Goes Pragmatic

Forrester's Customer Insights

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes.

"Don’t Cause Opt-outs Post-Purchase," says Shiseido SVP


Article by Ernan Roman Featured on Welington Fonseca is the SVP of global customer marketing at Shiseido Group, one of the oldest cosmetics companies in the world, with brands including NARS, Shiseido, and Bare Minerals.

Digital Excellence Research Summary Report 2019 Reveals Double-Edged Sword

CSM Magazine

Carl Grieves, Managing Director at Silverbear looks at the latest digital trends in the membership sector.

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.

3 Tips for Managing Customer Experience and Expectations in the Future of Commerce

Smarter CX

Adapted advice from the CxOTalk podcast.

Does Africa Present An Opportunity For The Chinese Clouds?

Forrester's Customer Insights

Africa is home to 20% of our planet’s land and 16% of its people, but none of the hyperscale public clouds run from data centers there — yet.

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Breaking the big six; why it’s more than just about price for utility challenger brands


It comes as no shock that price is the biggest driver when it comes to utility decision-making. According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home.

Predictions 2019: B2B Marketing And Sales — Mission Possible

Forrester's Customer Insights

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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.