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

Donating Lunches With Inspiration Through #HashtagLunchbag


When a group of friends in Los Angeles wanted to find a way to give back to the community, they went to a local grocery store and bought food to make 100 lunches. The friends had fun and connected with one another on a whole new level while preparing the lunches.



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.

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.

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.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

More Trending

Derisking the AI Worker

Forrester's Customer Insights

When you get over the fear of a robot taking over your job – because if you see our robots today they are still pretty dumb – your next big concern is how these new workers are going to perform. It’s not just a training question, it’s a management question.

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Expert in the Spotlight: Jim Tincher

Heart of the Customer

Read the full article at 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.

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.

5 Must-Ask Questions for Customer Success Calls


In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. As a direct result, there are software products/tools for everything you can possibly imagine, and a lot of them.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

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.

Agile Only ? No thanks ! Agile + DevOps, Please!

Forrester's Customer Insights

In 2017 — although I suppose I should say in 2018, as it’s almost the end of December — it is simply unacceptable for any IT organization to focus on an Agile-only or DevOps-only journey. They are two sides of the same coin, and one completes the other. If your service provider tells you that […].

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.

Aligning Businesses to Customer Needs: an Exclusive Interview with Mr. Abhay Singh Chauhan, Customer Service Head, Avery Dennison

Customer Guru

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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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As CVS Goes Post-Digital, Walgreens Reverts to Pre-Digital

Forrester's Customer Insights

For a case study on how marketing must break from past practices, one needn’t look further than two recent announcements, one from CVS and the other from Walgreens. One company is pushing the boundaries of retail healthcare; the other is looking back a century for its marketing ideas. In this report, my colleague Shar VanBoskirk and […]. advertising age of the customer B2C marketing corporate strategy digital marketing healthcare marketing & strategy

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!

5 Top Customer Service Articles For the Week of December 18, 2017


Each week I read a number of customer service articles from various online 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.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

What were the key CX trends in 2017?


Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017.

Healthcare Predictions 2018

Forrester's Customer Insights

Digital Will Disrupt Siloed Healthcare Ecosystems in 2018 For those who have alarm fatigue from all the times disruption has been predicted for our industry, but never came to fruition, this time is different. All the drivers for change remain –cost, quality, regulatory — but unlike times past, the disruption is already underway. This year’s […].

What is Customer Experience Collaboration?


What is Customer Experience Collaboration? Lynn Hunsaker. Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine?

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.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Drag, Drop, Done! Scheduling Just Became That Much Easier

Waypoint Group

According to 3M, the corporation behind Post-it Notes, our brains process visuals 60,000 times faster than text. So, it’s no wonder companies pour resources into ensuring their software designs are sleek, modern, and eye-catching. At Replicon, we’re no different.

The Best Customer Success Articles of 2017


Dealing with some end of year FOMO? We know, it's the season - it's easy not to feel ready for the new year when you're still working hard to wrap up the quarter. We've got just what you need.

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.

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.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

The One Thing to do to Engage with Millennials


Customer Service Millennials

The Equifax Breach Will Haunt Us In Years To Come

Forrester's Customer Insights

Data breaches are now so common – and so large – that we measure them in percentage of worldwide internet users. Although Equifax doesn’t even make it into the top 5 at 4.08% of the approximately 3.5 billion internet users, news of it rocked citizens of the US when announced.

Customer Service Expert Shep Hyken on the Importance of Online Reviews and Consistent Customer Experience


When you incorporate online review management and analysis as part of your brand reputation and customer feedback collection efforts, you take control of an important part of your marketing efforts.

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.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement