Sat.Jul 11, 2020 - Fri.Jul 17, 2020

How to Enhance Your Customer’s Memory of Their Experience

Beyond Philosophy

I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you.

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Bring Online & Offline Together to Increase Choice in the Shopper Journey



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Putting a monetary value on CX


I have spent much of the last 6 months thinking about how to calculate the value of CX in financial terms - the core of any winning business case. In this article I will share some of what I considered

How to Bridge the CX Gap Across the Organization


A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today. Articles

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The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Hello to “Hands-Off”: Visual Strategies for Contactless Service


Does this sound familiar? A customer calls the contact center with an urgent issue. His new coffee machine isn’t working properly, his smart sprinkler system isn’t configured correctly, or his internet connection is inexplicably down.

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4 Strategies to Keep Customers Engaged and Coming Back


5 Common Sales Challenges and How to Overcome Them

Integrity Solutions

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity.

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CX Q&A: Answers to Your Top Customer Experience Questions

Experience Investigators by 360Connext

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect?

COVID-19’s Impact on Contact Centers has Leaders Rethinking Strategy, Technology and Business Continuity Plans

NICE inContact

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Promotions – Tip #7

Steve DiGioia

Not the kind that gets you the corner office, a big expense account, or stock options; I’m talking about the kind you use to advertise and spread the word about your business.

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[Webinar Recap] Instant Answer Sneak Peek and Block Flow

QuestionPro Audience

We hope you were able to join our monthly webinar where we introduce different concepts and sneak peeks into our new features but if not, we are here for you!

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020


The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

3 of the biggest contact center challenges, and how voice authentication solves them

NICE inContact

AI-based voice authentication is not just powerful identity and verification contact center software. It’s a giant leap forward in enhancing our privacy and data protection, with built-in safeguards for more secure business transactions in real-time.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

The CX Reframe: Three predictions for CX after COVID


Welcome to the final installment of Talkdesk’s CX Reframe: A 5-Point COVID Response Plan.

What Powerless Feelings Do to Customers & Employees | #Leadership

Kate Nasser

To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on

Chase Business Results, Not Survey Scores

Heart of the Customer

We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off: As I interview CX leaders and CEOs, it’s been fascinating (but not surprising) to hear the vast differences in focus.

A Digital-First Contact Center Strategy Can Deliver Customers for Life. Is It Time to Start Your Digital Revolution?

NICE inContact

Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.

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!

Have you completed an “attitude audit” from the customer’s perspective lately?

Wired and Dangerous

It all started with a creative conversation…those funny “what if” discussions that get sillier with late night exuberance and adult beverages. What fruit would they be if all pharmacists were a fruit?” asked a deeply serious pharmacist. “If If lawyers were farm animals, which one would they be?”

Retail Digital Experience Can Still Satisfy Europeans during COVID-19


Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.

What is DevRel?

Vanilla Forums

“What actually is Developer Relations?” is a question that I see almost every week as I’m compiling tweets and articles for DevRel Weekly.

Work from Anywhere: Why the Future of Contact Centres is Cloud-Based

NICE inContact

As organisations transition to a post COVID-19 world, contact centre employees need to be able to work from anywhere for businesses to stay competitive.

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Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

The Impact of Technology on the Customer Experience


Technology has advanced tremendously since the first mobile phone was used in 1973. With the invention of the Internet, a new communication form emerged as the computer became a medium for exchanging information.

What Powerless Feelings Do to Customers & Employees | #Leadership

Kate Nasser

To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on

A Campaign Can Make You Extra $1 Million. Here’s How You Can Actually Measure It


An undergarments retailer used two powerful Optimove features – control groups and segmentation according to lifecycle stage – to perfect their Seasonal catalogs campaign. The result: a measurable increase of $1 Million in customer spends over a 1-month test period.

Join Us for Interactions Live!

NICE inContact

A major virtual conference, open to contact center pros everywhere. Even six months ago, who could have predicted that across the planet, we’d be leaving in-person conferences behind—at least for now—and recreating them as virtual events?

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.