Sat.Feb 08, 2020 - Fri.Feb 14, 2020

5 Steps to Train Your Employees in New CX Initiatives


With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives.

3 Customer Retention Strategies to Hold the Keys to Customers’ Hearts


It is five times more expensive for you to acquire a new customer than it is to retain one. With Customer Experience statistics like these, brands are under more pressure than ever to boost customer retention. Customer Experience Voice of the Customer

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When Eating the Elephant, Don’t Boil the Ocean

Heart of the Customer

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges.

6 Customer Experience Best Practices to Transform Your Patient Experience Program


In many important ways, healthcare organizations and consumer businesses are fundamentally different. And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. That means patients are better informed about their healthcare choices.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

6 Ways to Spread the Customer Love


6 Ways to Spread the Customer Love. Did you know the iconic Sweethearts candies started out as lozenges? This may not sound like a far stretch for a candy that’s notoriously likened to Tums. Nothing says “Kiss Me” like the taste of a chewable antacid, am I right?)

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Common Customer Experience Training Obstacles — And Their Solutions

Experience Investigators by 360Connext

CX Training Takes a Cross-Functional Team. There’s a reason we use the term “it takes a village” when referring to educating children. Learning is an ongoing process that requires more than one point of input or opinion. We’d never send our 5-year old child to one class with one teacher and declare their education over. We know that lifelong learning is really what leads to success, and there are needs for specific study as well as general education throughout our lives.

Ten Ways to Supercharge Your Customer Service

CSM Magazine

Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. Give a warm welcome.

How Red Bull Embraced CCPA to Strengthen Customer Engagement

Vision Critical

As we rang in the new decade, January 1st brought the effective date of the California Consumer Privacy Act (CCPA). The law protects personal information and requires greater transparency from companies who collect the personal information of California residents. Security, Trust & Transparency

24x7 Customer Service Performance Optimization: Constantly Monitor, Measure, Recognize & Reward Quality


CX Culture

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How to Turn Your Customer Service Strategy into a Continuously Improving Customer Experience (CX)

Advantage Communications

Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX).

Creating Experience Transformation That Lasts: Why You Must Start with LEGACY

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

The Worst Thing That Happens Is Your Customer Loves You


What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what!

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Improving customer experience with a virtual agent


“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is answering calls when your contact center is closed?

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Customer Contact Week: Just How Do You Drive Seamless Digital Engagement Anyway?


I’ve just returned from Nashville where LogMeIn was a sponsor at Customer Contact Week – a multi-day event focused on customer-centric best practices and transformative ideas in service.

Using Customer Insights to Focus Employee Improvement Efforts

Gold Research

For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe.

3 Ways Online Data Can Influence In-Person Experiences


We may only be a couple months into 2020, but we’re already well underway with making predictions and gathering insights about the decade that lies ahead — especially in terms of the future of marketing. Mid-January, the National Retail Federation (NRF) kicked off their 2020 Vision conference.

Best Customer Support and BPO companies according to Clutch


As we move into 2020, we are forecasting our biggest growth year yet. And we’d like to start with a major announcement. support #customer_experience

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

A Guide for B2B Community Managers Everywhere


Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement.

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5 Great Customer Experience Automation Cases


Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Interview With CX Ambassador Graham Clark


Interview with Graham Clark, sales and marketing manager at B Cellars, a vineyard in Napa Valley, CA, about his career in the customer experience space. Articles

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Expert Insights: Using Behavioural Science ‘Nudges’ to Deliver Elegant and Effective CX


Optimizing the Customer Experience with Brain Science All humans, including your customers, use mental shortcuts and behavioural biases automatically. It’s important to understand fundamental behavioural science cues to optimise the customer experience.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

What Can a Digital First Contact Center do for Customer Experience?

NICE inContact

Mike Bowman, Director of Operations for Educational Computer Systems Inc (ECSI) experienced his customer base (largely made up of students with loans) specifically telling him that they didn’t want to speak to agents, which led to him deploying an omnichannel contact center.



We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%.

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Interview With CX Ambassador Graham Clark


We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. This month, a few members of our team — including yours truly — had the privilege of meeting, Graham Clark, one of our CX Ambassadors, at his place of work: B Cellars Vineyards and Winery in Napa, California.

Top 3 Reasons to Become a SaaS Developer at Calabrio


We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.