Tue.Jul 12, 2016

USAA, Regions, and Amazon Top 2016 Temkin Web Experience Ratings

Experience Matters

For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). pdf)). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (download sample file (.xls)) xls)) […]. 2016 Temkin Ratings Benchmarks Customer experience

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Sell the Value of Data Insights to the C-Suite

NICE inContact

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.

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Customer Experience Sustainability: don’t let your CX house fall down!


Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? On an almost daily basis, customers are faced with companies across a multitude of industries who fail to deliver promises; provide service from employees with a less than acceptable attitude; confuse and disappoint by inflexible rules and procedures… I could go on.

What Are Your Business Outcomes?

CX Journey

Image courtesy of kreg.steppe What are your company's desired business outcomes? How did you determine what they would be? First, what are outcomes? They're basically the result - or the consequence - of something, of doing something. In our case, outcomes are the result of putting forth all of this effort to improve the customer experience.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Amazing Business Radio: Tricia Morris


Tricia Morris On What’s Changing In Customer Service. Shep Hyken speaks with customer service thought leader, author, Sr. Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service. Tricia shares stats and facts from Microsoft’s State of Global Customer Service Report and how customer service is changing globally.

More Trending

We Hold These Truths: Implementing CX Governance

Heart of the Customer

As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon. I am reminded that the signing of a document, even one as revered as the Declaration of Independence, was such a decisive point in our history – actually in […]. The post We Hold These Truths: Implementing CX Governance appeared first on Heart of the Customer. Culture

Why Voice of the Customer Data is your Most Important Marketing Asset


Today, marketing success is developing winning customer-centric experiences. That’s why Voice of the Customer (VoC) data has grown from a nice to have to the backbone of measuring and managing the customer experience. Customer Experience

Our Take on OpenText’s Acquisition of HP’s CCM and CX Assets


Earlier this year, the Canadian content management company OpenText announced that it had agreed to acquire much of HP’s customer experience (CX) and content management software assets. Then, late last month, OpenText announced it had agreed to acquire HP’s customer communications management assets (CCM), including HP Exstream. We'd like to share our thoughts on what these acquisitions mean for CX and CCM. Customer Experience Customer Communications

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail?

Natalie Petouhof

Tweet Obviously no one plans on implementing a project that will fail. However, statistics show that over the past 20 years a very large percentage of technology projects do fail to result in the business outcomes that they were expected to meet. The real issue is that leading change (implementing new technology, whether it be CX, transitioning to the cloud, IoT, etc…) is different than the role of leading in general.

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. The Service-Profit Chain, an enterprise performance and financial results concept introduced by Gary Loveman, James Heskett, W. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

A totally new way to approach customers—and a million reasons to do so


Last month, Laurent Philonenko wrote about some of the exciting work being done with the Avaya Breeze™ Platform, noting that many of our 2016 DevConnect Excellence Award winners were making the creation of Avaya Snap-ins a center point of their strategies. There is perhaps no better proof point for this than the efforts of Engelbart Software GmbH , our 2016 DevConnect Partner of the Year.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

CXW 9: Customer Service Bots


Happy to have you at the CXW, Talkdesk’s weekly round up of customer experience insights. This week, we’re taking a deep dive into customer service bots. What are they? What purpose do they serve? Are they the future? Here’s what we found: Bots, Explained. Kurt Wagner || Recode. This post is a primer on bots – what they are, what they do, what their business model is. It covers the many uses and types of bots including, but not limited to, our topic today: customer service bots.

Prevent 20+ Defensive Reactions That Kill Business Relationships

Kate Nasser

Replace these defensive reactions to negative feedback in business, w/ trust building accountability. 20+ examples from The People Skills Coach™. | | Leadership, Teamwork, Employee Engagement, Customer Service. The post Prevent 20+ Defensive Reactions That Kill Business Relationships appeared first on KateNasser.com.

How Customer Identity Management Can Improve the Customer Experience

Think Customers

There's a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media's Tom Hoffman recently met up with Jason Rose, Gigya Senior Vice President, Marketing, to discuss key trends in customer identity management and how information shared by customers in their omnichannel interactions can be used to deliver more personalized customer experiences. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Show Me the Money: The Why of Customer Experience Excellence {Infographic}

Michelli Experience

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

23 Reasons to Get Excited about Data: Free e-book from IBM

Bob Hayes

We live in a Big Data world where everything is being quantified. In fact, data already touches many aspects of your lives. IBM just released a free e-book illustrating why everybody needs to be excited about data. This e-book talks about how data can: Power your business. Impact your personal and professional life. Make an difference to others. Help you dominate your fantasy sports league.

Retailer Trades Short-Term Sales of Amazon Prime Day for Long-Term Customer Growth

Think Customers

You've heard of "Christmas in July," but what about Black Friday in July? Yesterday, for the second year in a row, Amazon held its Amazon Prime Day, its mid-year Black Friday type of event. The single day of deals started last year when the company celebrated its 20th anniversary. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Customer Experience Customer Service Customer Strategy customergrowth customernurturing customerservice markweldon

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The future of contact centers – What to expect when you’re expecting

Customer Interactions

Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations

How General Motors is Embedding Customer Experience, with Dave Mingle – CB013

Customer Bliss

Episode Overview. Welcome to Episode 13 of my podcast. (It’s It’s lucky, don’t worry.) In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. In our conversation, Dave and I discuss the multi-year path that GM has been on. First, they needed to evaluate and establish the need for embedding customer experience. Now, they’re in more execution-level stages.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

It’s Time to Retire the Help Desk. Here’s How We’re Doing It.


One week ago, we launched the new Kayako. And what a week it was – from overwhelming site traffic on Day 1 to being featured on Product Hunt on Day 2, it’s been a rollercoaster for our entire team. Needless to say, we are really grateful for the positive response, and thrilled to see how many customers both new and existing identify with Kayako’s mission.