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.

NPS 227

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Best of the Podcast: Improve Your Customers’ Lives By Stepping into Their Shoes

Customer Bliss

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company.

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.

More Trending

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.

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.

Data 70

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Some things (like marketing data) are better together

Brand Watch

Monitoring Uncategorized

Data 68

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”.

This Is When To Start Implementing Quality Assurance


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

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.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

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


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

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.

"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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

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.

NPS 52

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

Smarter CX

Adapted advice from the CxOTalk podcast.

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.

Consumers Want Experiences, Not Just Transactions: Retail CX Trends You Need to Know


It used to be that retailers considered the four “P’s” of marketing when pushing their wares to consumers: product, price, promotion and place. Today, however, not many brands can rely on a single “P” to differentiate, but are instead dependent on one big “E:” experience. .

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

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.

Data 41

Traits of Successful Customer Advocacy Initiatives

Brad Cleveland

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

Video 26

Predictions 2019: B2B Marketing And Sales — Mission Possible

Forrester's Customer Insights

B2B 38

Survata Study Uncovers Consumer Sentiment on Smart Speaker Sponsored Content


Read our exclusive release with Business Insider. Download our full Smart Speaker Insights Sheet here. Survata Study Uncovers Consumer Sentiment on Smart Speaker Sponsored Content. Apple HomePod Owners are Most Interested in Sponsored Content. In a study of 2,000 U.S.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Predictions 2019: Consumer Power Pushes Marketers To Better Data And Experiences

Forrester's Customer Insights

“I get knocked down, but I get up again.” — Chumbawamba Halfway through the 20-year-long age of the customer, empowered consumers are more informed about their purchases, demand data privacy, and dictate the experiences that they want.

The Content Localization Gap: Bridging the gulf between tech buyer expectations and vendor content

Forrester's Customer Insights

B2B buyers increasingly expect contextual content tailored to their unique circumstances, which means an ongoing challenge for B2B technology marketers is crafting engaging content that appeals to customers across different touchpoints.

B2B 33

What To Expect On Singles’ Day 2018

Forrester's Customer Insights

Singles’ Day, the world’s largest online shopping festival, is celebrating its 10th anniversary. There’s no doubt that we will see another record-smashing year, although gross merchandise volume (GMV) will no longer be the highlight. Singles’ Day has always been Alibaba’s testbed for new business models and technologies, and this year is no exception. AI and […].

Predictions 2019: Software Innovation Builds Upon Cloud, Collaboration, AI, And More

Forrester's Customer Insights

As we move into 2019, Forrester sees digital transformation as a continued driving force for the software industry, pushing teams to accelerate their innovative efforts. Last year, Forrester predicted that a host of enabling technologies, such as serverless computing, integrated DevOps tools, AI+ML, and low-code platforms, would enable digital transformation efforts. We also predicted the […]. agile application development & delivery digital transformation predictions 2019

Tools 29

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.