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.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

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.

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Self-Service Strategies for Elevating CX at Your Contact Centre

NICE Systems

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.

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.

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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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

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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The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

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




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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Infographic What is the cost of unengaged employees?


Engagement. Infographic: The cost of unengaged employees

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

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.

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.

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.

Precision or Proximity? Choosing Between Location-Based Advertising Audiences

Gravy Analytics Lead Intelligence Blog

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

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

WRAP Spotlight on Carlos Marchi


A resident of Puerto Rico, Carlos Marchi was once a client of CustomerCount. He has decades of experience with call centers, customer engagement and marketing.

4 Outstanding Value Proposition Examples to Consider

Help Scout

Understanding is often based on perspective. You know your company offers customers unique, valuable, and special services or products because you’re on the inside. The question you need to ask yourself is: Do potential customers know what I know? If the answer is no, don’t worry.

Two thumbs up? How movie-goers rate their experience during blockbuster weekends


Spoiler alert: I’m not a film critic. I’m not here to tell you if The Avengers: Endgame was a good or bad movie—if the plot was flawed, if the characters were underdeveloped, or if the story resonated with the audience. CX Programs


Seizing The Iron Throne of Social Analytics


Some TV series take on a life of their own and become part of viewers’ lives, spawning a niche culture devoted to discussion and speculation about it – and this has certainly been the case with Game of Thrones (GoT).

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!