Fri.Sep 06, 2019

Understanding the Customer Service Expectations of B2B Customers

Team Support

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones.

B2B 57

4 Tips on Storytelling for Your Customer, with Julian Guthrie

Smarter CX

Tips 86

Customers Experiencing Problems Increases to Highest Ever Level

CSM Magazine

A leading customer service provider has challenged businesses in the UK to change the way they think about customer interaction, amid rising levels of consumer dissatisfaction.

Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect


This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.

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?

How and Why We Stereotype People

Beyond Philosophy

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too.

More Trending

CSM Confidential – Part 2: Dealing with Internal Challenges


CSM Confidential – Part 2: Dealing with Internal Challenges. . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated.

Interview: Professor Mike McGuirk on How Brandwatch For Students is Used in His Classroom

Brandwatch CX



The Surprising Reason That Tactics Alone Don’t Get the CX Job Done

Beyond Philosophy

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now.

Why You Need Deep Digital Process Automation to Scale RPA


This article is a summary of a recent webinar discussion on deep Digital Process Automation between Bizagi, Forrester and the Institute for RPA and AI on the importance of having DPA in place before deploying RPA. There’s a renewed appreciation for automation.

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.

What is Customer Lifetime Value and Why does it Matter


As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end.

John Paul wins the Best Luxury Concierge Service Award

John Paul

John Paul is proud to announce the winning of the Best Luxury Concierge Service Award. Andrew Quake, CEO Asia-Pacific, received the award at the Golden Plume Award Ceremony of Global Asset Allocation Leaders Summit 2019 in Shanghai.

Bake Your Values Into Your Design System — Takeaways From Clarity 2019

Forrester's Customer Insights

Having a design system is now table stakes for companies that want to scale design, drive a consistent, seamless customer experience, manage design debt and technical debt, and free up designer time to solve new challenges — not re-invent the wheel.

The Qualtrics University Recruiting Team is on Tour!


The Qualtrics University Recruiting team is hitting the road at the start of September, traveling from coast-to-coast for career fairs, coffee and networking sessions, and hackathons. You can find the complete list of dates and venues below.

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.

Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth

Forrester's Customer Insights

The strangest retail news of the summer has been Le Tote’s “purchase” of the storied (but tired) department store Lord + Taylor.

Careers Inner


Apply for this position. The post Careers Inner appeared first on Optimove


WATCH: How Marketplaces Are Disrupting B2B Tech Buying And Selling

Forrester's Customer Insights

The idea of online marketplaces is not new. Especially on the consumer front. Yet in the enterprise IT world, they have developed with fits and starts.

B2B 47

Sneak Peek: Defining your path with the Khoros Customer Engagement Maturity Model


Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position.

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.

Kicking Off Our New Research On Autonomous Finance: FORR/3 Video

Forrester's Customer Insights

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)!

Video 46

Highly Effective Customer Experience Strategies | Confirmit Webinar


According to a recent report from Econsultancy, 72 percent of business leaders pointed to customer experience (CX) as the single most exciting opportunity. In fact, CX topped the list for the third straight year, illustrating how crucial executives consider it to the bottom line.

Nonpublic 5G Networks Will Be A Critical Building Block Of Your Enterprise Network Strategy

Forrester's Customer Insights

Nonpublic 5G networks promise better privacy, data security, compliance, and cellular network performance; they also offer safer and more private features for dedicated user groups.

Sneak Peek: Defining your path with the Khoros Customer Engagement Maturity Model


Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position.

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.

Here’s What’s New from August 2019 | Kommunicate Product Updates


Your favorite customer support tool is updated with more powerful features and improvements. The August release includes the latest version of iOS SDK, Bug fixes and major improvements in Web App. If you have missed July release updates, read here.

Tools 52

Voice of the Customer question examples and methodologies


All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service or not matters to the success of your company. Voice of the Customer , or VoC, identifies how well your business and employees know your customers and determines if you are successfully addressing their needs and expectations.

Employee feedback examples using formal, informal, and constructive techniques


We make experiences truly transformative through the quality of our connections and conversations. By developing our feedback muscles and making it a shared accountability to be great at delivering and receiving feedback, we can create distinctive employee experiences.

Why you need to stop asking the question “how to be a good leader?”


There is no single answer to the question “ how to be a good leader.”. This is because every leader and team is different. People will value and respond to varying characteristics , and managers will demonstrate a range of leadership qualities too.

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.