Sat.Dec 16, 2017 - Fri.Dec 22, 2017

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement


Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.

Text Analytics as Future of Customer Experience? We Asked Jim Tincher.


The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning.

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CX ROI: Better Customer Experience = More Purchases

Experience Matters

We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future.

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What are Online Survey Panels?

QuestionPro Audience

With the kind of competition that’s coming up in the market every day, it becomes crucial for organizations to be on the edge of things and be better than the best. New strategies and options to leverage on competition are developed to gain maximum benefits.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

The Changing Face of Customer Journeys


One of the most important things a company can do is to map the customer journey. Not long ago, mapping that path was relatively easy. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly.

More Trending

Introducing The Year of Humanity (2018)

Experience Matters

Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. We’ve decided to label 2018 as “The Year of Humanity.” ” With all of the discord and tension throughout the world, it seems like a good time for all of us to refocus on what’s most important, our collective humanity.

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How to Create a Customer Feedback Form Without Causing Friction


Customer feedback is important for any business that wants to better themselves. We can collect feedback on virtually any aspect of our business—our customer support, our website’s usability, the effectiveness of email campaigns, you name it.

How New Year’s Resolutions Impact Consumer Buying Behavior

QuestionPro Audience

New Year’s has become synonymous with resolving to be a better you in the new year. January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior.



Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Recipes for Leadership Behaviors that Drive Customer Experience Transformation

Customer Bliss

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation.

Here’s an Idea: Put Millennials’ Needs First


The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that consists of 75 million people. What does that mean for outsourced contact center employers?

Planning for 2018? These Blogs and Reports Should Help


NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy reading!

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Top 10 business stories of 2017

Vision Critical

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Here’s a look at the stories that researchers, marketers, innovators and CX professionals were talking about this past year.

Study 167

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

5 Gift Ideas for the Dog in Your Life

QuestionPro Audience

The holiday season is the time to give to those in our lives who love and support us. Who does that more than our pets? Who else in your life literally jumps up and down when you walk in the door after a long day of work?

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Amazing! The Feelings That Drive An Economy Might Surprise You!

Beyond Philosophy

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly.

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3 Customer Experience Improvements Retailers Can Use to Cash in on Millennials

Centriam Customer Experience Lab

Many retailers are finding it difficult to connect with mi llennial shoppers. Even when able to sell to them, they are often unable to sustain the relationship. Findings from Centriam’s 2017 Retail Study confirm this: millennials are more price sensitive, less likely to repurchase, and 40% more likely to be detractors. Click to Tweet ]. Retail Customer Experience

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{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Tailor Customer Experience for a Better Fit – Learn from TechStyle and Forrester


Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia.

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up.

What Could Indiana Jones Tell You About Your Customers?

Wired and Dangerous

Customers today are “over surveyed”. We are asked after almost every interaction to report on our experience and these requests take every imaginable form.

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Best of the Podcast: Defining the CX Role In A Mission-Focused Company with Lyft’s VP of Customer Experience and Trust

Customer Bliss

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save.

Nielsen’s Lynda Clarizio shares her perspective on the evolving media landscape

Vision Critical

Lynda Clarizio has seen the world of advertising evolve from several vantage points thanks to a varied career that goes back to the early days of the commercial Internet. Now president of U.S.

What is Review Generation?


Review generation is the process of getting more customer reviews on your business locations’ online review pages on sites like Google, Facebook, TripAdvisor, and Yelp. This can be done by: Sending emails to customers asking them to leave reviews for your business.

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Using Communication To Make Your Brand Unforgettable in 2018

CX Journey

Image courtesy of Pixabay Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive. An effective customer service solution has always been a tool that helps businesses stand out.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.