Thu.May 16, 2019

The Customer Experience You Didn't Know About


CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience

5 Crucial Customer Satisfaction Metrics


Customer satisfaction – once a buzzword, now a standard. Not to measure it, is just like asking your clients to unsubscribe from your service. Customer satisfaction became one of the most important factors deciding whether a particular company is successful or not.

9 Reasons Your Personas Fail (and What to Do to Make Them Stick)

dscout People Nerds

Too reductive, or needlessly complicated. Slow to adapt to user needs, or adjusted too fast to be adopted. Personas have become a loaded term. We distilled some of the noise.


Do Your Service Channels Turn Your Customers into Net Promoters?

NICE Systems

When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. This is the basic concept behind Net Promoter Score®, which has been adopted widely as an indication of whether a company is successfully delivering the experience its customers want and need.

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.

Addressing the Shadow Contact Center(s) in Your Company


As a consumer – and one with an intimate knowledge of contact centers – when I’ve called to speak to a provider, I’m often trying to reach someone that I’ve spoken with previously and end up hitting zero to get out of the IVR menu because I can’t find a way to get to them directly.

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Open the Door for Customer Exploration: Uncovering CDPs’ Irrevocable Powers


I often encounter situations at work that bring me to this invaluable conclusion: Even the smartest marketers’ hands are frequently tied by the lack of technology and shortage of execution tools, that prevent her from achieving her goals and showcasing her skills as an experienced professional.

Step-by-Step B2B Tech SEO that Captures your Audience


B2B tech SEO is no easy subject. It’s more specific and therefore, a little trickier than your typical to B2B Search Engine Optimisation. So understanding the finer details of how your business and your buyer’s persona work together can make the difference between success and failure.

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Report from Day 2 of the CXPA Insight Exchange

Heart of the Customer

We had a keynote from Geeta Wilson, a great sharing from Foot Locker, and said good-bye to the CXPA’s rock Lesley Lykins. HoC team members Ben London and Diane McManman and I posed with her as we said good-bye.

How Apache Cassandra™ Balances Consistency, Availability, and Performance


Managing the trade-off between consistency and availability is nothing new in distributed databases. It’s such a well-known issue that there is a theorem to describe it.

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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.

Creating Accessible Digital Experiences: Behind the Scenes of Spaulding Rehabilitation Network

Hero Digital

This post was co-authored by Leah Rosing (Principal, User Research & Insights) and Wally Zielinski (Manager, Front End Engineering).

Interview: The Curious Story of Qriously with Co-Founder and CEO Christopher Kahler

Brand Watch



Social Analytics and the Best New Shoe Brands


For some, shoes are just necessities that keep their feet covered as they make their way through the world. But for others, shoes are an obsession, a lifestyle even. And it’s why we see fashionable new shoe brands highly sought-after this Spring.

This Blog is Dark and Full of Emotional Turmoil

Chadwick Martin Bailey

Includes spoilers through season 8/episode 5. My love affair with Game of Thrones developed gradually and, by season four, I’d fallen head-over-heels. Like most fans, I enjoyed watching it buck narrative conventions, leaving them littered along the way like so many torched wights.

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.

All-Digital O-Bank Succeeds Without Brick-and-Mortar Branches


Some banks add digital channels. Taiwan’s O-Bank was born all digital. It has no branches and instead provides customers with smart, convenient and customized service via a smartphone app and a 24×7 video contact center.

Cord Cutting Conversation: How Consumers Are Discussing a Rapidly Changing Industry

Brand Watch

CX Stories: United Airlines Creates a Better Connection


As a COPC Inc. consultant, I spend a lot of time on the road and up in the air visiting clients all over the world.

Two Marketing Truths and a Lie, with Katie Martell

Smarter CX

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.

Mind the gap – staying ahead of the technology curve


As an industry professional, it’s a fair bet that you agree with the following two statements. Firstly, digital transformation is important. Secondly, you’re probably not that excited about reading another article on the topic. So we won’t ask you to. Instead, we’d like to consider technology itself and what it really means to your business’s bottom line. A 2017/2018 survey of market researchers, conducted independently by meaning ltd.,

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How to Act on Results from Your Call Center Learning System


Building an amazing customer service team takes time, effort and persistence. Even if you hire the best candidates for each role, you may still struggle to keep your whole team performing to the same high standards, completing processes in the proper way and hitting targets.

What We’re Doing To Improve Inclusiveness and Diversity at Pulse 2019


I want to talk about “virtue signaling.” ” In case you haven’t heard that term, it’s generally meant as a criticism of public displays of morality for self-flattering or self-aggrandizing motives. Some might call it “conspicuous wokeness,” and usually they’re talking about businesses and brands when they do. It’s tough, because I totally understand the impulse behind that criticism.

It’s Time To Transform Insurance Claims

Forrester's Customer Insights

My house is almost a hundred years old. And while it might have some lovely period features (often estate agent speak for dilapidation), it also requires constant care. This makes good home insurance vital.

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!

Experience-Led Transformation: Where to Start & How to Measure Progress


When Charles Dickens said, “It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness,” he may have been comparing a typical customer journey map to an ideal state experience. The Benefits of Experience-Led Transformation Look around: the “big four” Amazon, Apple, […]. The post Experience-Led Transformation: Where to Start & How to Measure Progress appeared first on Brand and Marketing Consultancy | Prophet.

The Rise, Fall, And Rise Again Of The Integrated Developer Toolchain

Forrester's Customer Insights

The recent merger of CloudBees and Electric Cloud is a sign of the times in the world of DevOps as integrated DevOps solutions come back into vogue. Not too recently, this would have been looked down upon as a step in the wrong direction when it comes to innovation and providing value to developers.

Uncertainty and Regulation

North Highland

One of the biggest factors driving periods of uncertainty and the necessity for managing change in uncertain times is the pace of regulatory reform. Faced with regulatory reshuffle, businesses are up against politicians, negotiating and pushing regulation, and regulators, tasked with enforcing regulation and compliance. One of the emerging trends is the tension driven by divergent interests of regulators and politicians. Uncertainty and regulation post-2008.

Getting Ahead: Technology for Corporate Research


Increasingly empowered consumers and ever-changing markets mean global corporations need to rethink how they do business. In their recent Industry Outlook Report, Deloitte highlights the value that “Enabling Technologies” provide to support business improvements at every level.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.