Sat.Apr 27, 2019 - Fri.May 03, 2019

How CDP’s Can Singlehandedly Transform Your Business

Fox Metrics

Improving customer experience and ultimately getting customers satisfied has been the game changer in today’s business world. It’s not enough to have a Wall Street shaking product or service, getting to understand customers’ behaviors with respect to products and services can make a huge difference in your overall business growth and progress. This is where Customer Data Platforms (CDPs) comes into the equation.

Research reveals why so few CMOs are investing in CX


Loyalty. Why are so few CMOs investing in CX

Next level personalisation for great customer experience

Hello Customer

Personalisation is a great way to create amazing customer experience. Most companies realise that they can implement personalisation to increase customer engagement, but they don’t go further than addressing their customers by their names in emails.

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How to Drive Growth with Customer Success Metrics


Shreesha shares the difference between KPIs and metrics and how to handle both so your team wins! Customer Success Customers Onboarding saas value realization

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program

Kerry Bodine

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline.

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More Trending

Debunked! The Top Six Most Common Live Chat Myths


With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t blame them. How do you know what a new channel can do for you if you don’t understand it?

5 Ways to Empower Teams to Deliver Great Customer Service


There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Simple.”

Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey

Kerry Bodine

The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies.

Proving the Value of a CX Strategy to Your Executive Team


Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Businesses Are Confident in AI — But Consumers Are More Cautious

NICE Systems

Artificial intelligence (AI) has the potential to transform contact centers. It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance. Contact center leaders agree and are confident in AI’s role in delivering exceptional customer experiences.

Do You Love Up Your Customers?

Wired and Dangerous

Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace.

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3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success.

4 Steps to Make Your Customer Service Experience (CX) Program Truly Global


Customer experience (CX) programs mean a lot to businesses. After all, customer attraction and retention is a huge part of a company’s success. Creating the perfect customer service experience to your business can be a little intimidating.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Strategies for CCO Success in Startup Companies with Rosalyn Curato

Customer Bliss

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill.

The #Metoo Movement Through A Different Lens

QuestionPro Audience

#MeToo is arguably the most impactful and publicized movement in recent times. It has brought down kings and made new queens who wear thorny crowns of past trauma. It has radically changed pop culture dialogue while deconstructing rules of interpersonal engagement in all mediums.

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What Is a Good Customer Effort Score and How Can You Earn One? The Complete Guide


How can a company achieve a good Customer Effort Score? Well, let’s look at things from the consumer’s perspective. Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider.

How to Measure if Your Call Center is Providing the Best CX


When it comes to interacting with your customers, most of the time you won’t have any face-to-face. Instead, customers rely on customer service individuals, typically in a call center. Which means you have to take the personal out of the interactions, unfortunately, but still convince the customers that you care about them and want to solve their problems.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

If Your Contact Centre isn’t Improving, it’s Stagnating (Not a Good Sign)

NICE Systems

A lot of contact centres struggle with improving their metrics and customer experience. Sometimes it’s just easier to accept a certain amount of inefficiency or OK C-SAT scores, along with the work-arounds that over time, become familiar and a part of the regular workflow. But this is a direct route to the “perils of the stagnant contact centre.” Contact centres can start out as informal, accidental, unplanned in companies of all sizes.

Infographic: For horror, press 1: The IVR that ate CX


When customers call support for help, they’re already facing problems. But once the phone rings, in far too many cases, they’re plunged into a real nightmare: seemingly infinite IVR prompts, endless hold times, and - just as they’re at their wits end - a connection to a live agent who’s not equipped or incentivized to help them. All your customer experience efforts are destroyed in the space of a single call! That should be terrifying for C-level executives, too.

Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience

Kristina Evey

Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read More Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience. The post Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience appeared first on Kristina Evey

Customer Service and CX Lessons from Three Iconic Brands


I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem.

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Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Mobile Apps and SMS are Paying Off in the Contact Center

NICE Systems

Mobile apps received the highest average Net Promoter Score ® at 25 globally, jumping even higher for U.S. consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer.

Creating a Customer-Centric Culture with Shep Hyken

ProProfs Chat

We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. He is the Chief Amazement Officer of Shepard Presentations.

Selling a Driverless Future: Messaging Strategies for the AV Industry

Chadwick Martin Bailey

Emotions play a key role in the commercial success or failure of emerging disruptive technologies. Most recently, we looked under the hood of the autonomous vehicle industry to understand the specific emotions driving or deterring widespread adoption.

How to Post Your Restaurant Menus Online


An overwhelming 93 percent of customers will look at restaurant menus online before they go out. This puts the onus on you to show a menu that is legible, helpful, and easily accessible. When done right, adding your restaurant menus online can be the deciding factor for a purchase decision.

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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.