Sat.Jun 20, 2020 - Fri.Jun 26, 2020

Customer expectations: 7 Types all exceptional researchers must understand


Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Think about any major purchases you've made recently. Did you research your purchase?

How to Improve NPS: 6 Best Practices for Your CS Team


There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery.

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The Central Role of AI in Multiexperience CX


Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX).

Everything You Need to Know to Succeed in Customer Experience


What it really takes to succeed in running a cross-functional CX program. Articles

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!

10 Ways to Immediately Improve Your Customer Centricity


We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation.

More Trending

Changes in Consumer Habits | Implications for Convenience Stores and Gas Stations


As every industry is adapting to changes in consumer behaviour, we explore how COVID-19 has impacted convenience stores and gas stations.

4 Experts Share Their Advice on Cultivating the Well-Being of Your Organization’s Stakeholders

Customer Bliss

During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch.

Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times


Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony.

The 60 Best Customer Experience Quotes


Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. 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!

How to Include Machines in Your CX Program


Design your CX program to include mobile devices, voice-command, and Internet of Things. Articles

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Contact Tracing – Empowering Your Call Center Agents Has Never Been More Important

NICE inContact

Most state a federal government agencies are struggling with exponential increases in call volumes as a result of the pandemic. One unnamed agency experienced an over 3000% jump in call volume. The scariest part of that data point is that agency had not yet begun executing contact tracing efforts.

Three Potential XM Roles for CIOs

Experience Matters

I recently hosted a webinar “Experience Management in Uncertain Times: Tips for the CIO.” We had a great panel discussion with Michael Golz, Chief Information Officer of SAP Americas along with Tim Greulich, Managing Director, XM Practice Leader and Kashif Rahamatullah, Principal from Deloitte. The discussion centered around how IT leaders can and should think about Experience Management (XM), especially given all of the recent COVID-driven changes to customers and employees.

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18 Ways to Stop Chasing Low Price Shoppers

Steve DiGioia

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it acceptable?

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.

Helping a community in need: Our outreach efforts in the Twin Cities


For our Calabrio employees, the recent events in Minneapolis have special significance. The Twin Cities is home to our U.S. headquarters, and we wanted to help out as our community dealt with changes. Below is a summary of Calabrio’s community outreach efforts in May and June 2020.


Hey boss! Can I please cut call center costs?

NICE inContact

It's important to be purposeful when cutting costs. Using benchmarks can help. Use internal benchmarks to make cuts relative to past performance. Use industry benchmarks to make cuts that will put you in line with other contact centers like yours.

When the Cloud Won’t Cut It: Deploying On-Premise Customer Engagement Software


When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer data safe and secure is a (if not the ) top priority.

How to Measure Customer Retention


Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C.

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.

There’s an Upset Customer. Now What? – Tip #4

Steve DiGioia

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction.

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As You Re-open Are Your Employees Making Special Experiences?

Wired and Dangerous

the state allows retail stores or restaurants and businesses to reopen after coronavirus restrictions. man with face mask turning a sign on a door shop. economy starts running after being on lockdown.

Use Smart AI to Reduce Churn in Three Steps

Heart of the Customer

Most customers don’t just suddenly disappear. When dissatisfied, they move over to an exit lane and chug along while waiting for an excuse to cut ties to your organization.

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Can you Walk Your Story Talk or just Spiel the Blah-Blah-Blah?

One Millimeter Mindset

Do you credibly walk your story talk through every phase of each project? Not only to create a compelling business case or project narrative. End of story. But also, to build strategic relationships throughout the breadth and depth of your own and your clients’ organizations? The never-ending story.

[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.

What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps


The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to two to four percent or may be flat if a recession occurs. However, you still have a say in how well your business makes it through this period.

Cyara Included in the Forrester Wave: Continuous Functional Test Automation Suites Q2 2020 (Elizabeth Magill | Senior Director, Product Marketing)

I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win.

Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.


This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. This article was previously posted on BotsCrew’s blog.

009: Making Customer Experience Your Best Marketing Strategy with Dan Gingiss

The DiJulius Group

In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast. Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy.

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.

Hero Digital named an Adobe Platinum Solution Partner

Hero Digital

Hero Digital , the leading independent customer experience company, has been selected as one of only 35 Adobe Platinum Solution Partners worldwide.

3 Ways Contact Centers Can Manage the Transition to Home-Based Agents

Upstream Works

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic.

Europe Data: What the Tourism Industry Needs to Know About Changing Consumers

Brandwatch CX