Thu.Feb 13, 2020

When Eating the Elephant, Don’t Boil the Ocean

Heart of the Customer

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges.

Ten Ways to Supercharge Your Customer Service

CSM Magazine

Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. Give a warm welcome.

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Customer Contact Week: Just How Do You Drive Seamless Digital Engagement Anyway?


I’ve just returned from Nashville where LogMeIn was a sponsor at Customer Contact Week – a multi-day event focused on customer-centric best practices and transformative ideas in service.

5 Great Customer Experience Automation Cases


Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience 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.

6 Customer Experience Best Practices to Transform Your Patient Experience Program


In many important ways, healthcare organizations and consumer businesses are fundamentally different. And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. That means patients are better informed about their healthcare choices.

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How Red Bull Embraced CCPA to Strengthen Customer Engagement

Vision Critical

As we rang in the new decade, January 1st brought the effective date of the California Consumer Privacy Act (CCPA). The law protects personal information and requires greater transparency from companies who collect the personal information of California residents. Security, Trust & Transparency

Thinking Fast and Slow by Daniel Kahneman (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Thinking, Fast and Slow by Daniel Kahneman. Check out the video below to hear Adam’s one win that you can take away from Thinking, Fast and Slow to improve your organization’s customer experience and customer service.

All Aboard! Cyara's Agile Release Train (ART) Has Left the Station


Well, for me 2020 has started with a bang! Since the new year, I’ve joined the Cyara team as Vice President of Engineering in Melbourne, and it’s been incredibly inspiring to get on board at this time in the company.

The Worst Word to Use in Strategic Business Storytelling

One Millimeter Mindset

What is the worst word to use in strategic business storytelling? Think about it, but not for long. Because the answer should be obvious. The most frequently overused word in strategic business storytelling is “I.” Or, a form of “I” such as “me” or “we” if you are referring to your own company.

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.

Strativity Group Names Elizabeth Real New President


Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President.

Improving customer experience with a virtual agent


“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is answering calls when your contact center is closed?

6 Steps to Building a Center of Excellence


A Center of Excellence (CoE) is a vital component of any organization who wants to realize digital transformation across their business.

60+ Customer Loyalty Statistics for 2020

ProProfs Chat

“What can help me get committed and loyal customers?”. A question that every business is seeking an answer to. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, .

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

20 Proven Techniques to Boost Sales Efficiency

Magellan Solutions

Your sales team is crucial in driving revenue. When they are not meeting quota, one might easily think that the team is being lazy or that they are not trying hard enough.

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CXNext Live: How to Change When Change is Hard


If we’re being honest, everyone has a difficult time adapting to change. Many companies struggle to transform their customer experience approach without running into issues associated with these big changes. Today we sat down with Gary Magenta, Chief Change Architect at Root Inc.,

Why Automated Testing Is Worth the Investment

CSM Magazine

I would argue that testing and quality assurance has the largest ROI of any other process in the software development lifecycle. It might not have a direct impact on increasing your bottom line, but without it you might not have a bottom line to speak of.

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Ask the QBQ for a better customer experience!

Innovative CX

I enjoy re-reading business books of the past that I used to aid in my professional development at some point in my career. In searching the archives, I found the book QBQ! The Question Behind the Question , written by John G. Miller originally published in 2001.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Becoming Enterprise-Ready. Top 5 Challenges & How to Overcome Them


Small team, big enterprise – no problem! Dapresy has worked with many small and mid-sized market research agencies and helped them to tackle the needs of big enterprises. We’re quite familiar with the many challenges, how to plan for and overcome them.

Optimove 2019 Year in Review


There’s so much data going around these days, and when summarizing yet another year of growth on the crossroads of actionable-data and orchestration, the task-list is gigantic and housekeeping projects are by the dozen.

AI IRL Podcast Episode 49: Using AI for Mid-Funnel Customer Responses


Subscribe via iTunes , Spotify and more. Responding to high-quality leads who raise their hand and are ready to buy is the icing on the sales cake.

Digital Transformation for CSPs


It’s no surprise that when customers are reaching out to a company, it’s not usually to tell them that everything is going well.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Here’s How Customer Engagement Software Connects Your Company to People and Helps It Make Profit


Did you know that companies with a customer engagement and experience mindset drive revenue four to eight percent higher than the rest of their industries? That’s a lot of money that can be gained by improving your customer engagement.

RSA Conference 2020: What I’m Looking for this Year

Forrester's Customer Insights

Counting down the days! My RSA Conference schedule is set, and I’ve stocked up on hand sanitizer. Here’s my game plan: · Look for innovation in data security.

How to Set Up a User Research Framework (And Why Your Team Needs One)

dscout People Nerds

Orient your team to “how UXR works” with this handy, concrete, stakeholder-ready, user research framework

RSA Conference 2020: An Intelligence Nerd’s Shopping List

Forrester's Customer Insights

RSA Conference is an incredible opportunity for vendors to showcase their products and services to the security and risk community. Vendors, my shopping list does not include vaporware or snake oil. Everyone attending knows the internet is a scary place and threats are around every digital corner.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.