Tue.May 21, 2019

Ten Best Practices for Boosting Employee Engagement


Building Engagement is About Fostering More Productive, Loyal and Happy Employees. These are the Tips that Will Help You Achieve That. CX Employee Engagement Thought Leadership

Pros and Cons of Using Celebrity Endorsements to Win Customers

CSM Magazine

From Lauren Bacall and Humphrey Bogart advertising those Robert Burns Cigarillos and Betty Davis helping to sell Lustre Cream Shampoo, companies have long relied on celebrities endorsing their brands.

What is a Moment of Truth?


What is a Moment of Truth and How Does It Impact Revenue? A Moment of Truth, (MOT) is a “make or break” in a relationship with your customer. It is not just something that bothers or irritates your customer – it is an interaction that really matters to your customer. Did you get their bill correct? Did you answer their customer service question accurately? Do you say “thank you” for their business at renewal time?

ICMI Expo 2019 Conference Roundup


ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo was a breath of fresh air in more ways than simply letting me escape the heat outside.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

The Power of Transformation


Shifting Focus to the Customer, Not the Product Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, others have not.

More Trending

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

Have you ever visited one of those palatial buffet restaurants with dozens of assorted fresh dishes in self-serve stations, with the crowds and people walking (seemingly) aimlessly with their plates in search of the pasta or the dessert cart? Raise your hand if you appreciate a good buffet — I certainly do! Classic Trap.

The Top 4 Causes of Customer Churn and How to Address Them


In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell.

Amazing Business Radio: Nicolaj Sigglekow & Christian Terwiesch


Connected Strategy. Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX). Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch.

Alliance Warehouse Edge: Best-in-Class Warehouse Management Software


In today’s field service industry, customers can choose from many providers. They expect their needs to be met quickly, professionally, and at a reasonable cost.

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.

Looking to Buy Reviews? Here’s What You Should Know




Precision or Proximity? Choosing Between Location-Based Advertising Audiences

Gravy Analytics

Gravy processes billions of anonymous mobile location signals every day to understand where people go and what they do in the real world.

16 Best employee engagement software to boost your employee performance in 2019


Some businesses know that they have happy employees who adore their jobs. Some other companies find (to their dismay) that most of their employees barely tolerate working for them. Worst of all, many employers just do not know how their employees feel about them even.

Introducing Our New Cloud-Native Data Platform: DataStax Constellation


Today, we’re announcing DataStax Constellation , our new cloud data platform designed to make hybrid and multi-cloud data management ‘easy and obvious’ in a world where building applications can often be complex and confusing. With Constellation, enterprises will now get the extreme power of our data solutions with push-button simplicity.

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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.

Do you know which customer emotions drive the most spending?


Engagement. Which customer emotions drive the most spending

The Internet Reacts: Game of Thrones S8 Episode 6 (The Finale) in Social Data Charts

Brandwatch CX

Game of Thrones S8

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Handling Software Testing in Continuous Delivery


It’s clear that continuous delivery and Agile are the way of the future for software development. The problem is that while dev teams have managed to keep up with the demand so far, software testing teams are struggling to maintain output quality.

7 Must-Hear Customer Experience Podcasts


Whether you’re on your work commute, doing your everyday workout, or even just knocking out a project at work: listening to podcasts is becoming more and more part of our daily routines. Customer Experience

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Smarter Demos: Innovating the Automotive Experience with IoT and AR [VIDEO]

Smarter CX

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 14th video in the Smarter Demos series, we take a look at some of the latest CX tech innovating the automotive experience.

The Future of Paid Media: A Google Marketing Live Recap

Hero Digital

Imagine a world without keyword targeting, where the ad platform determines the right content for the right user intent based on context clues of touchpoints across the internet. As we saw at Google Marketing Live last week in San Francisco, that future is closer than we may think.

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5 Ways to Improve Your Customer Experience with Web Design Elements


Sam shares how he optimizes web experiences to benefit the end customer's experience. Customer Success API Customer customer journey Customer Service

Infographic What is the cost of unengaged employees?


Engagement. Infographic: The cost of unengaged employees

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.

Gartner 2019 Magic Quadrant


Gartner Magic Quadrant for Multichannel Marketing Hubs, 2019. Gartner’s Magic Quadrant series analyzes technology vendors active in markets and presents each one’s competitive positioning in a four-quadrant chart. Please receive a complimentary copy of the 2019 Gartner Magic Quadrant for Digital Marketing Analytics, and read the full report. The full report includes: Criteria for selecting a vendor. Evaluation and analysis of the selected vendors. Market overview.

Achieve CXcellence with Omnichannel


The Digital Imperative In the digital world in which we live, consumers are spoiled with choices. We can order any of thousands of products on Amazon with a single click and have it delivered to our front porch tomorrow. The sheer number of toothpaste options at the drug store can be overwhelming! Your customers communicate with each other via digital channels daily, and they are programmed to want channel options.

Verint ForeSee Recognized as a Strong Performer in The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019


We’re so pleased to share a new report published by Forrester: The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019. It’s the first-ever Wave on this category, and in our. Company News CX Strategy ForeSee Products ROI of CX

Employee Engagement And Cultural Transformation Drive Customer Experience

Forrester's Customer Insights

Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.