Wed.Jun 05, 2019

5 Essentials for Customer Experience Leaders

Happy or Not

CX leaders are challenged with what it means to spearhead CX efforts. To improve their influence, and results, CX leaders can start by grasping and implementing 5 key essentials. The post 5 Essentials for Customer Experience Leaders appeared first on HappyOrNot.

Your Guide to the Customer Journey Map


Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations.

Learning Processes Vs Coaching Sessions for Customer Service Teams


Customer Experience CX Culture

7 Secrets to Business Growth from Leading Global Brands


Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace.

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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.

Linkage Analysis: Connecting the Voice of the Customer (VoC) to Positive Business Outcomes (ROI)


In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives.

More Trending

Walking In Your Customer’s Shoes


You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.

Coaching — Medicine for the Contact Center

NICE Systems

“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!”. What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are high. What should I do to correct them? Can I take medication for it? Do I need to change my diet?”. Sure feels like there is a second half of the message that the nurse is leaving out.

Your Front is different than your Back


As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.

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.

Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

NICE Systems

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident while consumers are proceeding with caution. You can read more about this study here.

What are the World’s CX Leaders Doing? Lessons from Medallia’s Exchange ‘19

Heart of the Customer

I attended Medallia’s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured many pages of notes, four findings really stuck out that I want to share: There is no one right metric.

Interview: Porter Novelli’s Kaylea Bowers on Staying Grounded in the Nitty-Gritty and Using Data to Inform Brand Purpose

Brand Watch


Has Your #CX Transformation Stalled?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey.

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.

Leverage Tell Me More Storytelling instead of So What Storytelling

One Millimeter Mindset

Tell Me More Storytelling skills result in customers, investors, colleagues, and even your grandmother, asking you to tell them more. About yourself, your career, products, services, solutions, travels, conflicts and even your dreams.

Why do we ignore the end of the customer lifecycle when building personas?


Loyalty. Why is the departing customer an ignored persona

Via Transportation Selects Talkdesk to Support fast-growing customer service operations


Whether in my hometown or off on vacation, ridesharing services provide such a convenience for travel, especially in a busy city like San Francisco where Talkdesk is headquartered.

The Social Sentiment Behind Milkshakes Making a Comeback


As summer approaches in the Northern Hemisphere, thoughts of cold, creamy beverages take hold – and quick-serve brands eagerly comply and compete. What are folks saying about milkshakes, and how are popular brands doing as milkshake season begins? Trends Affect Social Analytics Results.

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.

Report: The State of Customer Journey Management and CX Measurement


By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

To Thine Employees Be True (Part Two)

North Highland

How to Win the Talent War and Keep Star Performers at Your Door. In the previous installment of our managed services series, we explored how to inspire high-performance talent through purpose-driven missions and employee-engagement strategies that are tied to personalized motivations. Now we’ll consider the role individualized retention strategies play in winning the war on talent and ensuring that star candidates are as committed to the organization as the organization is to them.

Shifting from Service Process to Customer Experience: Challenge #2 of 5

Up Your Service

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience.

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How Improved Customer Education Helped Nintex Drive 153% Higher Annual Recurring Revenue

CSM Magazine

Nintex is the global leader for process management and automation. More than 8,000 public and private sector companies across 90 countries turn to the Nintex Platform to quickly and easily manage, automate, and optimize their business processes and accelerate their digital transformation.

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!

Guest Post: A CFO’s Secret Weapon for Controlling Outbound Cash Flows

Circular Edge

After years of defensive strategies, CFOs are squarely focused on helping grow their business. Most CFOs say that helping their business develop strategies for growth is a top priority , per Accenture.

Never Forget About The Unsung Heroes

The DiJulius Group

One of the best articles I have read recently was a NY Times interview with Walt Bettinger, C.E.O. of the Charles Schwab Corporation. A great interview technique he uses when vetting new candidates was featured in the April eService.

DataStax Names VMware Partner of the Year


DataStax Accelerate 2019, our inaugural user conference, turned out to be an incredible event chock-full of invaluable networking and enlightening presentations about building modern applications in hybrid cloud. It also brought our first Partner of the Year Award, which went to VMware. Why VMware? DataStax Customers have used a combination of VMware tools and platforms for years.

New Tech: What I Took Away From The American Graphene Summit

Forrester's Customer Insights

Graphene will (eventually) affect all of us whether we know it or not. I’ll explain later, but first, let’s take a step back and level set. What is Graphene? Simply put, it is one single atomic layer of carbon, produced by various methods of separating layers of material from graphite.

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.