Expert insights. Personalized for you.
Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you. MORE
Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with. Customer Experience MORE
Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience. Call Center Best Practices Customer Experience Agent Engagement MORE
The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience MORE
Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.” MORE
Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air. MORE
Employees are the heart of your business. More now than ever, you need to prioritize your employee experience or you risk losing top talent and even your customers. To quote Richard Branson, “Clients do not come first. Employees come first. MORE
Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. MORE
The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami. MORE
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. MORE
Pay only $1 per response with Quick Sample. Have research budgets ever stalled your study before? Gathering audiences online can get expensive and time-consuming, leaving researchers to compromise on the sample size they initially set. MORE
Notable trends in consumer preferences that will influence how retailers run their CX programs. Articles MORE
Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. MORE
Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now. MORE
A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters. Customer Experience Contact Center Management Omnichannel MORE
Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. MORE
CX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product. MORE
Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty. MORE
2Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve. 6th Sep 2021. By John Aves Chief Executive MORE
As summer is winding down and we start to look ahead to the fall, our teams have been working to release continuous enhancements that will make it easier to get more from the tools you use everyday! This month, we have launched several new features across LiaCX® and IntouchSurvey™. MORE
Diversity, equity, and inclusion (DE&I) have been at the forefront of a lot of organizational leaders’ minds in the past few years. But is all that thinking and policy-drafting actually amounting to anything within your business? MORE
If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who exactly are mystery shoppers can still cause some confusion. Mystery Shopping Virtual Mystery Shopping Customer Experience Measurement MORE
Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. MORE
This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. As mentioned last week, you can download the full white paper HERE. MORE
As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. MORE
Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected. MORE
MyCustomer Experience
AUGUST 27, 2021
2Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve. 6th Sep 2021. By John Aves Chief Executive
Uniphore
AUGUST 6, 2021
Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today.
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Heart of the Customer
AUGUST 3, 2021
Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected.
Customer Bliss
AUGUST 30, 2021
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home.
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The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.
IntouchInsight
AUGUST 18, 2021
If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who exactly are mystery shoppers can still cause some confusion. Mystery Shopping Virtual Mystery Shopping Customer Experience Measurement
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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NICE inContact
AUGUST 30, 2021
A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters. Customer Experience Contact Center Management Omnichannel
Uniphore
AUGUST 12, 2021
Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.
Kerry Bodine
AUGUST 18, 2021
Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.”
TechSee
AUGUST 15, 2021
Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty.
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We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.
C3Centricity
AUGUST 2, 2021
This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. As mentioned last week, you can download the full white paper HERE.
Alida
AUGUST 4, 2021
Employees are the heart of your business. More now than ever, you need to prioritize your employee experience or you risk losing top talent and even your customers. To quote Richard Branson, “Clients do not come first. Employees come first.
NICE inContact
AUGUST 26, 2021
Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience. Call Center Best Practices Customer Experience Agent Engagement
IntouchInsight
AUGUST 11, 2021
As summer is winding down and we start to look ahead to the fall, our teams have been working to release continuous enhancements that will make it easier to get more from the tools you use everyday! This month, we have launched several new features across LiaCX® and IntouchSurvey™.
Advertiser: ZoomInfo
For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.
Steve DiGioia
AUGUST 16, 2021
Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you.
GetFeedback
AUGUST 26, 2021
Notable trends in consumer preferences that will influence how retailers run their CX programs. Articles
QuestionPro Audience
AUGUST 9, 2021
Pay only $1 per response with Quick Sample. Have research budgets ever stalled your study before? Gathering audiences online can get expensive and time-consuming, leaving researchers to compromise on the sample size they initially set.
Alida
AUGUST 26, 2021
Diversity, equity, and inclusion (DE&I) have been at the forefront of a lot of organizational leaders’ minds in the past few years. But is all that thinking and policy-drafting actually amounting to anything within your business?
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How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!
NICE inContact
AUGUST 10, 2021
Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.
Comm100
AUGUST 31, 2021
Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible.
Uniphore
AUGUST 6, 2021
Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries.
Steve DiGioia
AUGUST 2, 2021
Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air.
Advertiser: ZoomInfo
What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.
Middlesex Consulting
AUGUST 5, 2021
The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami.
Alida
AUGUST 6, 2021
Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with. Customer Experience
NICE inContact
AUGUST 26, 2021
The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience
Comm100
AUGUST 29, 2021
As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out.
Advertisement
With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.
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