Thu.Jan 23, 2020

Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year?

Engaging Playfully with Consumers to Stand Out Online


There’s a time and place for humor – and online provides ample opportunity to capture those moments. Brands monitoring social media with next generation AI-powered social listening are taking full advantage of all online offers by engaging playfully, and relevantly, with consumers in real-time.

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How to Grow Your Customer Experience Career, with Rhianna Albert

Smarter CX

If you’re wondering how a customer experience job can evolve, check out this interview with Rhianna Albert, who grew her career from a system admin to director of consulting. Here’s how Rhianna successfully made the jump and how she grew her visibility in the industry. What do you like most about your current role and responsibilities? In my current role, I work for eVerge Group, an Oracle Platinum Partner.

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Innovation Lessons from the Miracle Mets of 1969: Part 2 of 3


How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago The New York Mets of 1969 Even if you’re not a baseball fan, the magical tale of the Miracle Mets of 1969 is captivating. It’s one of those, “you’d never believe it if it didn’t actually happen” stories that.

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.

Still Unsure about CCPA Compliance? We Can Help

Vision Critical

We’ve passed the threshold of January 1, and a lot of businesses are still confused about CCPA compliance. If you're feeling this way, you're not alone. The New York Times reports that even major tech companies interpret the law differently.

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More Trending

501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting.

The Top 7 Churn Management Strategies for B2B Enterprises


You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

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What is Customer Value and How to Create It

ProProfs Chat

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? I’d say you are spot on. .

Dry January 2020: 3 Beverage Brands Successfully Riding the Wave

Brandwatch CX

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.

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020


Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .


Michel Falcon Experience

BREAKING IT DOWN EPISODE 2 FT. Sunny Verma the CEO of TutorBright. In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. I HAVE NOT BEEN PREPPED. What does this mean?

How SMUD Crowdsourced Their Marketplace Solution


Have you seen Smart Energy Consumer Collaborative’s latest case study on SMUD, “Engaging Customers Through a One-Stop Digital Platform”?

Tips for a Successful Small Business

Magellan Solutions

Being an entrepreneur means becoming a trailblazer. There is always the need to forge ahead to stay in the competition and make it grow, regardless of its size. This post offers useful tips for a successful small business and the necessary steps in achieving both short- and long-term goals.

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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.

Announcing the first winner of the #LoveLocal grant


We’re proud to announce that Hawaii-based Kalapawai Market has won the first #LoveLocal grant! They will receive $5,000 and a year of free Fivestars to help recover after a devastating burglary on Thanksgiving Day. Our company was founded with a strong belief in giving back.

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020


. Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

Dismantling Data Silos for Great Customer Experiences


Configuring, or even understanding your customer data as a whole can feel a bit like building Ikea furniture. Nothing seems to fit together, captions are in a language you don’t speak, and somehow you ended up with extra pieces (which both terrifies and confuses you).

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5 Days, 6 Usability Tests, and 1 Great Solution


You can’t sprint a marathon, they say. Challenge accepted; we say. Introducing: The Design Sprint.

Your Complete Customer Engagement Handbook

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

4 Ways to Kick-Start Intelligent Process Automation in 2020


What are your plans for Intelligent Process Automation in 2020? IPA gained recognition in 2019 as a way to help organizations take their digital transformation to the next level. Now, IPA is set to gain notoriety, with Deloitte hailing 2020 as “the breakout year for intelligent automation.”.

3 Considerations When Implementing a Conversational AI Application


This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses.

APAC Credit Cards: How Can You Create Incredible Customer Experiences?

Brandwatch CX

Don’t Put All Your Eggs in One Basket.

Ann Michaels and Associates

Why not? If you carry them carefully they may not break. But one little bump in the road could ruin everything. We use this expression for multiple reasons. Perhaps your stock broker has used it as a pitch for the importance of financial diversification.

How to Create an Exceptional Customer Experience

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

Team Collaboration Tools and Strategies to Improve Your Business Culture


Without question, team collaboration is the lifeblood of your business. Studies show that greater than 64 percent of people in the workplace stuck to work tasks when they involved collaboration, as opposed to solo activities.

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Confirmit Release Delivery Modes: Which One is Right For Your Business?


Confirmit Horizons™ is our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. It provides you with richer insights, so you can make smarter decisions and react faster to business needs.

The UX Sense of Service

dscout People Nerds

Civic Tech expert Cyd Harrell on researcher responsibility when it comes to privacy, data, and noise

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CX Expert Series: Patrick Scurrah - Wyndham Destinations


Wyndham Destinations Asia Pacific develops, markets and sells vacation ownership interests across a network of 32 vacation ownership resorts in the Asia Pacific region, serving close to 60,000 owners.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.