Sat.Jan 02, 2021 - Fri.Jan 08, 2021

The Roles of Success in the Customer Experience


As a customer success leader, you likely feel strong ownership of the “customer experience” and its outcomes. That’s why it’s so painful when you do everything in your power to help customers thrive only to see disappointing results in sentiment or retention.

7 Ways to Keep Your Customers Happy and Satisfied

CSM Magazine

Customers should never feel uncomfortable and out of place at your business; instead, they should be immediately put at ease when they walk through the door. Invest in a few comfortable chairs if your customers typically have to wait to see someone.


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How to Prepare Your Team for Digital Transformation

Russel Lolacher

How do you prepare your organization’s culture to fully embrace digital transformation? I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject.

3 Ways to Improve Agent Performance in Real Time

NICE inContact

We live in a real time.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Where does this organizational magic come from? In a word, it all comes back to the culture.

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Top 20 Most Popular Customer Centricity Posts of 2020


Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?

Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

NICE inContact

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world.

Live Chat Security: Everything You Need to Know for Secure Live Chat


Live chat connects website visitors to agents in real-time so customers can receive fast and efficient support. But while its popularity and effectiveness have soared in recent years, some worry about the security of live chat. This is understandable.

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2020 CX Reflections – That Was The Year That Was

Horizon CX

The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Shep’s 2021 Top 10 Business Predictions


Every year I write my customer service and customer experience (CX) predictions in my column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter.

What Does Management Want From You?

Steve DiGioia

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you?

The Start of a New Era: How Service Leaders are Preparing for COVID-19 Vaccine Rollout


2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions.

How to Create an Emotional Connection in a Digital World / The Most Remarkable Customer Service Story I have ever Heard

The DiJulius Group

The Most Remarkable Customer Service Story I have ever Heard When is the best time to invest in your customer experience? 18 months ago. When is the second-best time?—NOW! Now is the time to make your organization’s customer experience your single biggest competitive advantage.

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!

5 Top Customer Service Articles For the Week of January 4, 2021


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

Landscaper Customer Service – Tip #23

Steve DiGioia

Each Monday, the landscaping company comes to cut my lawn. They come with 3 men. Sometimes I’m home and get a chance to see them work but many times I’m not – but I do see their great results. I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same.

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Wootric Joins InMoment to Accelerate CX Innovation and Growth


As we begin this new year, we want to share some great news. . Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience. InMoment serves many of the largest, most sophisticated global organizations from Starbucks to Ford to VMWare. .

Top 50 Customer Success Influencers 2021


The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners.

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.

Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres


This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic.

How to Leverage Chatbots for Streamlined Recruitment Efforts


Companies are always making careless faux pas. Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or maybe an applicant just never heard back from a firm at all.

ChurnZero’s 10 Customer Success Leaders to Watch in 2021


Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction.

Fun Read/Flawed Approach (Book Review)

Heart of the Customer

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience.

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!

5 Ways to Automate Contact Centers with AI in 2021

Upstream Works

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. One of the biggest drivers for AI is automation.

The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change.

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Three ways to empower your Technology Team to develop new client solutions in Financial Services

CX Centric

There has been a lot of change in the Financial Services industry over the last 10 years. With the rise of Fintech technology and services, this environment is getting more and more competitive. Financial Services providers need to come up with new innovative solutions for their clients.

#Onapositivenote – Exceptional Customer Experience Stories of 2020


2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. It was exceptional in many aspects! A year in which we could experience the worst of humanity and also the best of it.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!