Sat.May 08, 2021 - Fri.May 14, 2021

Customer Experience Management Defined: How is it Different From CX?

Experience Investigators by 360Connext

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery.

The Best Customer Experience Needs the Best Agent Experience – Expert Commentary


Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation.


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The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World


Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships.

How AI Impacts Contact Center Agents

NICE inContact

Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Join me at Medallia’s Experience 21 Event

Kerry Bodine

On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event.

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Top 3 Takeaways from Kerry Bodine’s Alida Activate Keynote


Last week at Alida Activate, a customer experience (CX) masterclass event, Kerry Bodine took to the virtual stage for an unforgettable keynote on Demystifying Customer Experience.

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What Customers Really Think of Chatbots

NICE inContact

Ready for a statement that will make you think? Gartner predicts that 85% of customer interactions will be managed without humans in 2021. This might be a scary notion for agents who are sensitive to job security but rest assured that human agent jobs aren’t going away.

1Habit of the World’s Greatest Leaders


How did you meet Steven Sambliss? He reached out to me on LinkedIn about two years ago. He was researching a virtual training concept and looking for funding. The original concept was a year or two early, then the pandemic hit.

Transactional NPS (tNPS)


Learn why transactional NPS surveys are valuable for your business and when it’s appropriate to use them. Guides

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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!

Uncover and Action Comprehensive Insights with Flexibility


Voice of the customer (VoC) and customer experience (CX) initiatives are becoming more important every day.

Happy Birthday, TechSee!


Getting up close and personal with the founders of Techsee, Eitan and Amir .

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These agreements also have common points.

Wired and Dangerous

Besides being an environmentally friendly option, an online tenancy agreement allows Landlords to write up their own contracts on their own terms, cutting out the middleman. This may bring different advantages such as flexibility, professionalism, and convenience.

Best places for customer service certification & training


Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications. Guides

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.

Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest.

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Exceptional? Sales? ?People? ?Deserve? ?to? ?Sell? ?Outstanding? ?Products


Here at TechSee, we are incredibly proud of what we’ve created and what it has to offer. In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide.

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Enforceable agreements can also be considered for government institutions.

Wired and Dangerous

The managers role in communicating the employees salary increase is the critical factor. The manager must communicate why the employee is receiving the raise, the amount of the raise, and where that places the employees new base salary.

What’s Normal for Us Can Be Amazing to Others


During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If If you’ve been following my work, you already knew that.).

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!

3 Ways Upstream Works for Amazon Connect Will Improve Your Contact Center

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity – and it’s all optimized for enterprises.

5 Ways Ecommerce Brands Can Increase Customer Loyalty


Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers.

Not doing so could detract from the effectiveness of the agreement.

Wired and Dangerous

No, not even half way. If this thing is used as the gold standard was used, then, both America and ourselves, will land ourselves into a revolutionary position, inevitably.

Amazing Business Radio: Ron Karr


Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service. . Top Takeaways: .

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Customer Story:

Help Scout

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For, this means achieving as much visibility into and consistency of customer success as possible.

10 Selling Principles That Are the Foundation for Stronger Customer Relationships

Integrity Solutions

Just about everything in our world is changing, but there are still some fundamentals that remain constant. Now more than ever, the traits of a great salesperson come down to selling principles and behaviors rooted in ethics and integrity. What are the traits of a great salesperson in 2021?

The handbook can be used as a binding agreement in a Texas court.

Wired and Dangerous

Non-Disclosure Agreements (NDAs) also known as Confidentiality Agreements are agreements between two or more parties preventing the disclosure of shared information to third parties. These can be setup as unilateral or bilateral depending on the situation and parties involved.

5 Top Customer Service Articles of the Week 5-10-2021


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.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.