Wed.Jan 09, 2019

When Customer Success Becomes a Silo


This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community.

Are Your Departments Partnering to Deliver Great Service?

Wired and Dangerous

Copyright: floralset / 123RF Stock Photo. Customers are different today! Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience.

Artificial Customer Conversations beget Artificial Customer Experiences

One Millimeter Mindset

Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Simply because of where, and to whom, your organization is listening.

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No Toilet Paper – Is Customer Service Getting Worse?


Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.

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.

5 Customer Experience Tips from CX Heroes

Smarter CX

A new year brings endless potential for great – and not so great – customer experiences. According to Forrester , the Forrester’s 2018 Customer Experience Index shows that “companies are struggling to create and sustain a human connection with their customers.”

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More Trending

How Northridge Performance Coaching Drives Instant Results

Northridge Group

Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items.

Is Your Focus on You Or Your Customers?

CSM Magazine

We often oversimplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens. Now is the time to refocus on your customers. Because we sell widgets, our customer must need widgets.

Top Customer E- Service Articles Of 2018

The DiJulius Group

The results are in, and here are readers’ favorite articles of 2018 ranked by popularity. I recommend printing and reading any you missed, and sharing (link to share) this list with your team. Want to keep your mgmt team motivated about Customer service all year?

Resurrecting the Dead Horse Theory

CX Journey

Sleeping (not dead!) horse image courtesy of Pixabay I challenge you think about things differently in 2019. What got us here won't get us there, right? I recently came across The Tribal Wisdom of the Dakota Indians , a 1999 article in the Guardian, that I felt needed to be resurrected.

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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.

Is CX dying? Seven ways to save customer experience


Engagement. Is CX dying? 7 ways to save customer experience

Reviewing 2018 – our top 10 blog posts from the year


Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019.

9 Must-Attend Customer Experience Conferences in 2019


The Customer Experience (CX) is one of the hottest topics in most industries. It is being discussed, researched and scrutinized as much as ever before, and with the level of impact that CX can have on your bottom line , it’s definitely for a good reason. Customer Experience

New Research: Customer Success Is Critical to Growth in the Digital Era


How many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” And how often has that claim lined up with reality? It’s one thing to say you’re customer-centric. It’s another to put it into practice. Savvy business leaders have long understood that a certain level of customer-centricity is just table stakes. Fool me twice and all that.

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.

2019 Retail Industry Report Offers Strategy & Surprises


Retailers have had to be quick on their feet to stay relevant the past few years. As competition intensifies, social data becomes more valuable to staying ahead. Understanding consumer love, and what drives it, can be the difference to a brand that’s struggling.

What to look for in a QA Analyst


HR Management for CX

Mastering the art of the interview—with the master interviewer

dscout People Nerds

New York Times Magazine columnist David Marchese breaks down the art of conversation


Contact Center 2019: Scalability in Today’s Modern Contact Center


Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. Every day is a challenge and seems like you are dealing with fires all day, every day! When I was working as a manager at Novell, one of my biggest challenges was when the marketing team wouldn’t notify us when a new advertising campaign went out. We found out by getting surprised with phone calls that we weren’t prepared for.

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.

Great News, JD Edwards: E1 Apps & Tools Release 9.2.3 Featured Highlights

Circular Edge

Photo Credit: Which 9.2.3 features are you most excited about? Are you currently benefiting from or planning to leverage any of these cool features? This holiday season brought us both the latest JD Edwards EnterpriseOne Applications Release and the latest Tools Release 9.2

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G2 Crowd Grid for Enterprise Feedback Management (Winter 2019)


We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management.

Great News, JD Edwards: E1 Apps & Tools Release 9.2.3 Featured Highlights

Circular Edge

Photo Credit: Which 9.2.3 features are you most excited about? Are you currently benefiting from or planning to leverage any of these cool features? This holiday season brought us both the latest JD Edwards EnterpriseOne Applications Release and the latest Tools Release 9.2

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Technology Failures That Are Hindering Remote Working

CSM Magazine

A new report lifts the lid on the top issues causing blocks to successful remote working – at a cost estimated to represent as much as $20,000 (£15,800) per worker for some firms.

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!

Five Trends Shaping The Future Of Customer Experience In 2019

Answer Dash

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers.

Autonomous Testing Is Like Autonomous Driving: The AI Needs Human Assistance

Forrester's Customer Insights

The US Society of Automotive Engineers (SAE) has defined a scale to describe the autonomous capabilities that self-driving cars have — i.e., their levels of automation. link] Level 5 is full automation, which allows self-driving cars to operate with no human assistance.

Here’s What’s New from December 2018 | Kommunicate Product Updates


We hope you had a great time celebrating the festive season and the new year. Meanwhile, here at Kommunicate, we cooked some interesting features up, fixed a few bugs and improved the overall performance. Here’s to the new year and making customer support smarter and better. ?? For previous versions of Release Notes, head here. Web [.]. The post Here’s What’s New from December 2018 | Kommunicate Product Updates appeared first on Kommunicate Blog. Product updates

Dollar Shave Club


The post Dollar Shave Club appeared first on Optimove. customers

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.