Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

One Millimeter Mindset

DECEMBER 31, 2018

What are some of the greatest professional wins from this year? How will we carry these wins, forward, into every day and every month of 2019? End of year always is a time of simultaneous professional reflection as well as forward momentum. Most often, we dwell on the negatives: what went wrong, what we could have done better. To make ourselves feel better, we tell ourselves: look how far we have come from where we started out.

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Financial Innovation System Engagement 71

Oracle

DECEMBER 31, 2018

2018 was the year of customer experience for businesses around the globe, and CX experts and business leaders captured their experience in thought-provoking customer experience quotes. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking quotes on CX from 2018. CX is the key differentiator for brands of all sizes. “Regardless of your service, product, size of business or industry, customer experience has proven to [be] a key differe

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Customer Experience Customer Satisfaction Touchpoint Customers 108

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

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Culture Contact Center Leadership Employee Engagement 244

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Customers

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 19 Customer Experience resolutions for 2019 by Customer Guru. (Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

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Customer Service Touchpoint Customer Centricity Customer Service Training 97

Topdown

DECEMBER 31, 2018

Earlier this year, Topdown engaged the independent service organization Frazier & Deeter LLC to conduct an AICPA System and Organization Controls for Service Organizations (SOC 2) Type 1 audit on our processes, procedures and products. On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects.

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Report Analysis Study System 48

Talkdesk

DECEMBER 31, 2018

Here at Talkdesk, we’ve decided to take a moment to reflect back on 2018 as we’re about to enter a new year. The contact center industry continued to grow and evolve in exciting ways and the conversation around making the customer experience a focal point increased with powerful momentum. There were many great ideas shared through blogs, conference sessions, webinars and more.

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Contact Center Conference Industry Customer Experience 46

Topdown

DECEMBER 31, 2018

Earlier this year, Topdown engaged the independent service organization Frazier & Deeter LLC to conduct an AICPA System and Organization Controls for Service Organizations (SOC 2) Type 2 audit on our processes, procedures and products. On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects.

Report 48

Report Analysis Study System 48

NetBase

DECEMBER 31, 2018

Like all years, 2018 offered a number of lessons in how to break new ground using social media. It also reminded us how easily things can go off track when you’re not using social listening to guide your efforts. Here are some criteria top brands pay attention to, and why, along with some not so great social missteps from the past year. Insights Should Inform.

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Social Media Video Analytics Sports 45

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Communication

inSided

DECEMBER 31, 2018

Amazingly, it’s that time of the year again already—time to reflect on what happened in 2018 and what we’re looking forward to for the coming twelve months. At inSided we achieved so much in 2018 and to say we’re excited for what 2019 has to offer would be an understatement. bring it on!

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Grade.us

DECEMBER 31, 2018

If you are looking for a guru in the field of influencer marketing, you'd be hard pressed to find a better choice than Shane Barker. Over his 20 years of experience working as a digital marketer he's helped everyone from celebrities to Fortune 500 companies grow their revenue by millions of dollars. One of the ways he's done this is by cracking the code on the best way to choose and work with influencers.

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Brands Marketing Course eBook 44

Qualtrics

DECEMBER 31, 2018

At Qualtrics we believe in experiences. We want to provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. Employees can decide when, where and how to have this experience and then let us know what they learned. This story is part of a ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.

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Sales Travel Employee Experience Groups 37

SurveySparrow

DECEMBER 31, 2018

Who likes advice? No one! Who needs advice? Everyone! A hard situation to be, isn’t it? And now you get advised online too. Everybody claims this is the best thing for you. Could that be true? Try googling about something and you get a million other sites that offer guides and tutorials and what not on the subject. To ensure that you are not losing out on any information and that you are covering the topic tip from head to toe, you would naturally open multiple pages.

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System Feedback Social Media Survey 68

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C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. This year has been a particularly successful year for C3Centricity, with many of our newest post getting the top scores globally.

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Brands Strategy Customer Journeys Infographics 208

Integrity Solutions

DECEMBER 31, 2018

Here is some of our ‘Best of 2018’ content that can help fuel thoughts, discussions and strategies to make 2019 your best year yet. By Will Milano At Integrity Solutions we remain committed to providing insights and perspectives to our clients and partners they can apply on the job- immediately- that can help change the way they sell, coach, and lead.

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Infographics Video Culture Leadership 48