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 inContact

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.

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?

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.

More Trending

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.

B2B 82

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.

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.

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

Brandwatch CX



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.

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.

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).

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.,

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.

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.

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.

Data 80

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

Brandwatch CX

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.

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.

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.

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.

Sure Signs Your Organization Has Lost Touch with the End-User

Conifer Research


Two Marketing Truths and a Lie, with Katie Martell

Smarter CX

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.

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.

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.

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.

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.

5 Crucial Mistakes Sabotaging Your Marketing Agency

Growing your agency requires a delicate balancing act. You have to gain new customers. You have to keep the customers you have. And you have to keep as much of your money in the bank as possible.

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.