Sat.Jun 06, 2020 - Fri.Jun 12, 2020

Building a Customer-Centric Corporate Culture


As the leader in your organization, you might be paying a lot of attention to customer experience. You are aware of its true potential. Source. Insight business customer employeeexperience experience

How to Manage Customer Wait Time: The Best Tips From Great Companies

Beyond Philosophy

We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” ” Sometimes we don’t mind waiting at all; sometimes we mind very much.

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Create a Scalable Strategy That Drives Customer Experience (CX)

Advantage Communications

An effective customer support strategy is the foundation of any successful and sustainable business. In fact, according to the American Express 2017 Customer Service Barometer , US consumers are willing to spend 17 percent more to do business with companies that deliver excellent service.

How to Navigate Machines in the CX Ecosystem


How to design a customer experience that prioritizes the always-evolving human and machine interconnection. Guides

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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!

How to Improve Customer Centricity in Hospitality


The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests.

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8 Ways To Gain Credibility Via Email Marketing

Joe Rawlinson

When marketing to new people, it can be hard just to make that first impression by telling them who you are, what your success story is, and what your product or service is about.

5 Ways to More Actively Listen to Customers


In this digital age, virtual teams and remote engagement are the new norm. Signals are that businesses are considering putting much more emphasis on remote engagement moving forward.

5 Reasons Why Data Privacy Is Crucial for Your Business

CSM Magazine

Back in the day, there were fewer ways that hackers could use personal data against people. Therefore, data privacy was not as big of a concern as it is today. Nowadays, people want to know what businesses do with their data.

4 Ways To Boost Your ECommerce Customer Experience


eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction. Feed generated with FetchRSS

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

A Call for Representation in Customer Experience

Experience Investigators by 360Connext

We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America — and increasingly, across the world — from people who demand change.

Call Centers Prepare for 2020 Hurricane Season

NICE inContact

If predictions are true, call centers are about to get busy. The Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year. Call centers must be prepared with a business continuity plan that accounts for any type of disaster.

Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot

Customer Bliss

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week.

African Americans Have Lower Well Being, And Employers Make It Worse During COVID

Experience Matters

In my previous post, I identified five strategies for leaders to combat discrimination within their organizations. That was the start of Qualtrics XM Institute’s efforts to eliminate discrimination.

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How Virgin Money UK Listens & Responds to Changing Customer Needs

Vision Critical

Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, bolder banking experiences is helping to set them apart from UK high street banks.

Balancing Your Message to Work-From-Home Agents to Restore Team Productivity

NICE inContact

Over the last few months, organizations across the world have relocated their contact center agents from cubicals to comfy couches (or hopefully kitchen tables and desks.)

What is a target audience? Guide to defining your target audience for market research

QuestionPro Audience

What is a target audience? Definition: A target audience is defined as a group of people having common interests, demographics, and behavior. Market researchers need to collect feedback from the consumers of certain products and services.

Taking the Extra Step to Deliver Amazing Service


Sometimes a little creativity and extra effort can make a big difference in the customer experience.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Could California Become an EU Data Privacy Darling?

Vision Critical

The California Consumer Privacy Act (CCPA) has been in force since January 1. I’ve written previously addressing questions about compliance and how many companies differ on how they classify themselves in regards to being sellers of data. Even major tech companies interpret the law differently.

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Give it Away, Give it Away, Give it Away, Now

Steve DiGioia

Give it away, give it away, give it away, now! No, I’m not talking about the song from the Red Hot Chili Peppers – even though that song is cool. I’m talking about how the butchers and bakers used to run their businesses years ago. I remember as a kid going to the store with my Mom.

Survey: COVID-19 has changed consumer expectations of service delivery


Sam and Adele Turner, a retired couple, have noticed that their refrigerator is not working as it should. Yesterday, the butter was softer than normal and today the milk was spoiled. The Turners are worried.

What You Should Always and Never Do in Remote Meetings: Part 1

The DiJulius Group

1. Feature Article What You Should Always and Never Do in Remote Meetings: Part 1 By John DiJulius, Chief Revolution Officer By now we have all seen someone on a Zoom call accidentally showing they are not wearing pants or someone saying something embarrassing thinking they were on mute.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Great Service has Amazing Capacity to Change!

Wired and Dangerous

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions.

Customer Service is a 2 Way Street – Tip #2

Steve DiGioia

Customer service is a 2 way street. It takes both sides of the interaction doing their part to provide a great customer experience. The “give and take of life” doesn’t stop at the service counter – it continues, always.

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Guest Post: 4 Questions Your Call Center Employees Will Ask You During Crisis…And How to Answer Them


This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19.

Scaling the UJET Platform for Customer Success


With digital transformation and the move to the cloud more important than ever before, customer support has truly grown beyond on-premise platforms, disjointed channel support, and patchwork APIs to connect different systems.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

NICE Launches Trial Version of its Next-Gen Robotic Automation Design Studio

CSM Magazine

NICE today announced the availability of a trial version for its next-generation Automation Studio, expediting enterprise adaption to remote business operations.

Empathy Is Not Just a Mindset; It Is a Learned Skill

Customers That Stick

Empathy requires more than a shift in mindset; it requires a specific set of skills. As a customer experience strategist and customer service trainer , empathy has always been a cornerstone of our approach to customer experience and service.

Amazing Business Radio: Jason Korman


Culture Design in the Customer Experience. Engineering the Mindset and Behaviors Behind Good Customer Service. Shep Hyken interviews Jason Korman , CEO of Gapingvoid Culture Design Group.