Sat.Aug 29, 2020 - Fri.Sep 04, 2020

It’s the Journey That Matters: Improving Customer Experience and Loyalty


Corporate Values Must Be Aligned With Those of the Customer. Not only has 2020 brought many changes to the world as a result of the COVID-19 pandemic, but it’s also changed the way that businesses define their mission and values — how they approach corporate social responsibility — to customers.

12 Quick and Easy Engagement Automations for Customer Success


Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Resolving Customer Service Complaints – How to Reduce Repetition & Agent Handoffs


Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable.

How to Deliver a Seamless Customer Experience in the New Normal


How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Five common contact center pain points, and how performance management software can help

NICE inContact

If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs.

More Trending

Why a CX Mission Matters — And How to Create One

Experience Investigators by 360Connext

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently?

How To 143

Corporate Values: Do They Help or Hurt Employee Experience?


A look into the impact that corporate values can have on employee experience. Articles

Does It Matter How You Refer to Your Customers?


What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship.

Hotels 129

3 challenges in improving patient experience and satisfaction

Vision Critical

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. Customer Experience Healthcare

Retail 130

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

According to Steve #4 – I Can Do Without

Steve DiGioia

People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”.

Video 158

How to Improve Marketing and Sales Using Customer Journey Mapping


Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments. Articles

Sales 229

How to motivate your WFH contact center staff – tactics for remote employee engagement


COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning.

Enlist a Volunteer CX Army

Heart of the Customer

One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives.

Tips 99

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

5 Ways to Keep Contact Center Agents Engaged

Upstream Works

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them.

How to Un-Timid Your Customers

Wired and Dangerous

The idea honestly came from renowned songwriter Diane Warren. She was the award-winning composer who wrote “Un-break My Heart” for singer Toni Braxton.

Introducing Social Panels: Understanding Your Consumers Just Got Simpler

Brandwatch CX

Product Uncategorized

How to Be the Brand Employees Can’t Live Without

The DiJulius Group

1. Feature Article How to Be the Brand Employees Can’t Live Without By John DiJulius, Chief Revolution Officer Hiring new employees should not be your top priority. Instead focus on creating an amazing internal culture with high morale and low turnover.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Guest Post: Make a Promise. Keep a Promise! You Can Drastically Improve CX by Investing in Your Agents


This week we feature an article by Steve Bederman, President and CEO at NobelBiz. He points out the importance of providing a positive employee experience in order to improve the customer experience. At NobelBiz, we say,” Make a Promise, Keep a Promise!”

How an Online Community Forum Helps Your SEO

Vanilla Forums

If you’re considering getting an online community forum and are wondering if it’ll help your brands search engine optimization (SEO), the answer is YES! Well, “yes” if you choose to go with a branded community forum —not just any community will do.

Building and Optimizing a Stellar Customer Journey


We kicked off this year’s Influitive Live 2020 conference with a hot topic: the customer journey. In his Opening Keynote, Influitive CEO Dan McCall presented this important finding: 84% of customers say that the experience a company provides is as important as its products and services. “A

How to Predict Customer Churn—And What to Do About It


To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid either, there is much you can do to limit the impact of both.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Amazing Business Radio: Robert Glazer


Building an Authentic Company Culture. Aligning What You Believe, What You Say and What You Do to Create Excellence. Shep Hyken interviews Robert Glazer , Founder and CEO of Acceleration Partners.

Do you have an Audience or an Authentic Community?

Vanilla Forums

While these terms are often used interchangeably, there’s a difference between simply having an audience and having a community.


Yelp Fact Sheet: Stats Your Business Needs to Know


Facts and Figures About Yelp. Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior.

Summer 2020: COVID-19 Customer Response


The summer of 2020 promises to pose unique customer experience challenges. We are in the midst of a global pandemic that has kept people locked in their homes most of the spring and now summer.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!